Vodacom Fibre – shocking service

On 16 November 2017 my fibre internet with Vodacom went down. I contacted the call centre the same day and was given an excuse about my password having been changed (which was not the case). On 17 November I again contacted the call centre and was informed that the service in Lanseria had been interrupted and that service would be restored quickly. Three more phone calls that day resulted in me being told that the problem was with Openserve and that I should just wait for them to fix the issue. I phoned again on 18 November and there was still no answer on when the problem would be resolved. I phoned numerous times on 21 November and still could not get any answers out of Vodacom. I then started emailing Vodacom using my cellphone data. I emailed their support centre ( ********** ********** and I was contacted by Mary who escalated the problem to Anschen and Riyaz but Riyaz phoned me to say that it was not his problem but that it was with Openserve, and Anschen never responded until I later complained about the lack of response. To date Anschen has never returned any of my calls and has only responded to me by email after I have left numerous messages and sent many emails. A Telkom technician came to my home and said that the router was not working and that the line was fine. A Vodacom technician then brought me a new router but could get it to work and blamed it on Openserve problems. This issue continued for more than 2 weeks with no answers, feedback or resolution. I therefore terminated my agreement with Vodacom due to no internet service and no interest in fixing the problem. Riyaz said that I would be credited for the period of no internet service and this was confirmed by Anschen. I was then debited with December’s debit order and with January’s debit order (without any credit being passed) even though I had signed the termination agreement and Mary had confirmed that the termination was accepted. Anschen also wants me to pay for the 2 routers which are in my possession, even though I have asked many times for an address where I can drop them off for Vodacom without any address being given to me. I have been trying to find out when they will cancel the charges and refund me for the amounts debited to my account, but everyone just says that they are escalating my query and they refuse to transfer me to their supervisor or manager, or even provide me with one of the management’s email addresses. This is absolutely unacceptable from a service provider!