Vodacom Fibre - shocking service

I write this out of complete frustration and total distrust in the team in Vodacom fibre division. In a nutshell, my fibre at home went down last Saturday night. I did the normal reboot, etc and gave it until Sunday afternoon to sort itself out, in the event there was an outage in general, then logged a call. I was told by Xoli, Nellie, Musa, Rika and a few other agents that my query was escalated to Sakhumzi Fipaza to resolve. Since Sunday there has been no feedback except that its a problem with Nokia and there is no repair time, loan unit tobe used until Nokia get the part repaired, nothing. I have further been promised feedback and callbacks from Shameer and Luvo and that never happened. Inga told be I was welcome to cancel and gave me cancellation details and told me it was okay to complain on social media. Dean Saunders has also never called me back in his role as a manager. I still have no fibre and its now unacceptable that two major companies like Nokia and Vodacom cannot resolve a home fibre issue for six days.

I paid my account on time. I have been a customer of Vodacom for over 15 years and before that via my parents on their account. Vodacom, I may not be a big Rand churner but my loyalty over these years using your cellular, 3G and now fibre services should earn me good service and respect. Unless this is their way of saying they no longer want my custom and are happy for me to use competitors products? I have a phone contract pending upgrade and a fibre month to month account that I will happily cancel if this is the case. I will also cancel my other contract when its due upgrade.

This is not how you treat loyal customers. They have my money but cannot provide the service they took my money for. I am tired of hearing there is no feedback. Every customer that is not serviced that moves on will eventually impact their bottom line so maybe its time they decide if they want to keep loyal customers or treat them with no respect.

I just want the service I paid for.