Vodacom Fibre sucks - Over promised and under delivered.

During the second half of 2018 we migrated our home internet from ADSL to fibre due to unacceptable service levels from Telkom and our then ADSL service provider.

After a lot of research we settled on Vodacom as our fibre partner. A Vodacom sales representative visited our home to sign the contract, and assured us that we could look forward to hassle free, 24/7 fibre connectivity from his company. However, nothing could be further from the truth.

We recently experienced a FIVE DAY service interruption of our fibre internet connection, and the (non) efforts from Vodacom to rectify the situation were APPALLING.

In summary : 1. The ********** call centre is LESS THAN USELESS. The people to whom I spoke were totally unempowered to take any action, and could only offer hollow apologies and empty promises which were never kept. The call centre was no help whatsoever. 2. Despite numerous requests from myself for Vodacom to provide us with an LTE connection as an interim measure, Vodacom apparently deemed our five day downtime to not be worthy of such a remedy and refused to provide us with an LTE device whilst the fibre connection was down. 3. Our internet downtime period included a weekend, during which our children needed to complete homework assignments requiring internet access. On the Friday afternoon prior to the weekend I physically visited a Vodacom shop to try and resolve the issue. The manager on duty contacted his superiors, and their response was ' nothing can be done until Monday'. So, they were quite happy to go home for the weekend knowing that there were customers who were going to be without internet access during that time, yet they did not care. In all fairness, the Vodacom shop manager 'thought out the box' and loaded some free data on my mobile phone for me to use as a 'hot spot' during the weekend, but even that was not an ideal solution. 4. The lack of access to people within Vodacom who have the authority to make things happen is alarming. There are no mechanisms for customers to escalate issues to someone more senior when it is obvious that the first point of contact is useless. The Vodacom website does not even have an email address to which people can direct their views. That is unacceptable in this day and age of multiple electronic communication channels.

Anyway, that's my bit. I look forward to a response from Vodacom (but please no hollow apologies and empty promises ... I've had enough of those).