Vodacom Fibre Shocking service

Our fibre went down on Saturday the 24th of January. I called the Vodacom helpline (***) on Saturday to request assistance. I was told that there was a area outage and it would be resolved soon. There was obvisouly no area outage because none of the community group chats raised it. On Sunday the 25th we phoned again and a ticket was opened. This ticket has still not been resolved.

We call daily to follow up and the only resolution we get is that the consultants follow a predefined script to try and re-configure the router, which we know is not going to resolve the issue. After 5 attempts over a period of 4 days, trying to resolve this remotely it should be obvious that it cannot be resolved remotely.

We are not able to escalate the issue internally at the call centre as we are told that no supervisors or managers are available.

The ticket status remain in Pending. I was told that the agreed service levels are set at 48 hours from time that the ticket is acknowledged. It is now more than 72 hours later and we still have no resolution in sight.

We requested right from the start that the router be replaced and requested a technician on site. This request has been blatantly ignored up to now. Even when I spoke to a consultant now I was told that once the person to whom the ticket has been assigned has checked if they can’t resolve it remotely, will they come out to assess the issue.

They do not deserve even 1 star but I cant log a review if I dont pick a star!!!!!