Vodacom Fibre SR *** - Plattekloof Cape Town

The SR *** refers.

The service is down since Monday, 6 Dec 2021 around 12h00

I have made 15 calls. It took 3 calls to obtain the SR number at 17h00. I believe the first 2 calls (approx 12h00 and 15h00) was not logged by customer care, I was told to wait 2 hours the area lines are down.

I have only received one call back on Wednesday 8 Dec 2021 around 19h00.

In addition to the call I also emailed customer care with my complaint, this is a waste of time.

Since then the story I am being told in short is that it’s a Openserve (Telkom) issue and they (Telkom) must resolve. I have further been told that a Openserve technician must be assigned and this is not done yet by Openserve.

Your call centre was not willing to share Openserve contact details or the Openserve reference. Eventually on Friday 10 Dec 2021 around 15h00 I obtained this information and contacted Telkom SPC data personally.

I was informed by 2 Telkom representatives the exact same information on 2 separate calls. The fibre line was live from Wednesday again. This was communicated to Vodacom representative on the case. The case was closed with Telkom. No technician would ever have been assigned or was going to be assigned. It was further explained that no technician would ever be assigned to come out to my house from the service request generated by Vodacom, due the fact that the call out fee of approximately R300 for faults due to client fault was not confirmed.

I today obtained information a Mampa was following up on my case. I could not be provided with any contact information for Mampa or if Mampa was male or female as the customer care person could not communicate directly with Mampa other than via “the system”.

Mampa is clearly not following up or communicating back to me. I do not know if this is due to illness, absence, incompetence, negligence or being derelict in their duties.

My service is on a month to month basis and due to not receiving any service and all timelines per your own service level agreement lapsing I believe this grounds for immediate cancellation.

The further irony is if I sign up today, I will receive a LTE router for internet connectivity until my fibre installation is up and running.

You are continuing to charge me for a service that you do not provide.

I work from home, in order to perform my duties I am incurring approximately R400 per day in data costs.

This has been extremely poor customer service experience with customer care either lying to me or not equipped with the correct training and information.

To add insult to injury is the indifference Vodacom is expressing although they have a full toolbox to assist temporary whilst the error is being remedied.

I have recordings of all my calls relating to this matter.

From: *** [mailto:***] Sent: Wednesday, December 8, 2021 5:22 PM To: Julian Wesson Subject: Vodacom Customer Care Reply - Authentication Response

----- Original Message ----- From: Julian Wesson To: *** Sent: Wednesday, December 8, 2021 5:19:07 PM GMT+02:00 Subject: FW: SR ***

From: Julian Wesson [mailto:***] Sent: Wednesday, December 8, 2021 3:59 PM To: '***' Cc: 'Julian Wesson' Subject: SR *** Hi The above service reference refers. My line has been down since around 12:00 on 6 December 2021. I have made various calls regarding to this matter to no avail. I understand the call centre staff is working from home / remotely, but it really feels that I am told a story to get me off the line. I also question whether some of the staff has actual access to the systems and if they are just talking a story. The reason for this questioning the information provided – various different and conflicting information I understand the children noise in the background, but shopping centre and restaurant / coffee shop noise makes me wonder. For one call the person told me to hold on and 15minutes later I ended the call as he never came back. This is my second experience with the call centre previously the situation continued for 2 weeks, until I ended sending an email to this address. I was also told different and conflicting stories. Many the same stories I have been told again. I believe the fibre line is down and needs to be re-configured. The stories. - 60 lines down in my area - 3 lines down in my area - Checked the system and yes my line down since 10h00 - Give me the serial number of router, he will reset router, he is now going into the router to reset – but the line is down! This one happened twice. In the end they wanted me to switch the system on and of - Finally a person told me the serial number is of no use, they need the mac number and the person confirmed the line is down and nothing the call centre can do. This took a day to achieve - The “server” my line is on is down - Do not provide sr number - Provide incorrect/partial sr number - It will take 24 hours - It will take 24 to 48 hours - It will take 24 to 48 hours to assign someone, then 24 to 48 hours. - It takes 24hours to assign someone from the 17h00 the day fault reported - It takes 48 to 72 hours to assign someone - The manager Nicole will call me the 7th - The manager Nicol will call at 10h30 today both did not happen - Since the 7th to today the 8th at 15h25 no service person assigned – made various calls. - Today the 8th at 15h25 was told Tom Neliswa was assigned on the 7th at 15h30 - Was told it would take 24 to 72 hours after some assigned before I would be contacted. All my calls are recorded and I advices your call centre staff as such. I have recordings of the stories told. The last time this happened at my other property it went on like this for 2 weeks. Same lies and stories until I could puzzle out what was going on. – My fibre line is down or not configured - Like many of your staff I also work from home. This is a critical time for me and I have missed zoom meetings and I am unable to log onto the SARS portal. Last time, I also send an email and the matter was resolved in minutes by a person interested to fix the problem. I have not bothered to read this email again for grammatical or syntax errors as I have wasted too much time and effort on this due to your untrained or un-interested staff and I also have doubts if this email will actually be read. Regards Julian Wesson