Vodacom Fibre takes slow service to a new low

Item: Vodacom
Rating: 1
Author: Jacobus E

I have moved over to Vodacom Fibre from a previous provider from October. Instead of the promised 24-48 hours, I have now been waiting for 19 days and have still not been activated. I have called in multiple times and spoken to multiple individuals and have escalated it multiple times, but still no success. They do things like ask for the address even though it's on the proof of address, close tickets without proper explanations, send emails internally without logging or updating tickets, don't respond to queries. It's an absolute nightmare and it's like they don't really care while I'm spending a fortune on airtime and my business is suffering. Don't use them unless you want more grey hair and less business.

Helpful (0)

Replies (4)

Vodacom's replyOfficial

19 Oct 2022, 14:07

Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via Whatsapp to request your personal details

Regards,

Vodacom Consumer Website Team

Vodacom's reply19 Oct 2022, 14:07

Official

Dear Customer,

Thank you for making us aware of your complaint.

Kindly be advised that a consultant will make contact with you in due course to assist with your query.

***Please note*** Beware of phishing ****s.

Vodacom will not contact you via Whatsapp to request your personal details

Regards,

Vodacom Consumer Website Team

Jacobus E's updateReviewer Update

24 Oct 2022, 13:51

No consultants contacted me to assist and I'm now still waiting to be connected after 24 days, despite following up every day. It just seems like everyone emails everyone else internally. Shocking!

Jacobus E's update24 Oct 2022, 13:51

Reviewer Update

No consultants contacted me to assist and I'm now still waiting to be connected after 24 days, despite following up every day. It just seems like everyone emails everyone else internally. Shocking!

Jacobus E's updateReviewer Update

21 Nov 2022, 08:30

Just an update. This has NOT been resolved after almost two months. Some of the mistakes that I have now realised that the fibre team have made:

Not letting me know that the line was still blocked by my previous provider (which has now been resolved)
Using the wrong serial number for my router, even though the correct one was provided multiple times
Not being able to read my address from my proof of address, which has never been an issue with any other provider
Not logging a ticket for my initial call

Honestly, nobody seems to take responsibility and everyone just says that they'll escalate and nothing happens, not even when I ask a technical team to come and take a look.

I have never experienced such bad service in my life and am not really evaluating all my options.

Jacobus E's update21 Nov 2022, 08:30

Reviewer Update

Just an update. This has NOT been resolved after almost two months. Some of the mistakes that I have now realised that the fibre team have made:

Not letting me know that the line was still blocked by my previous provider (which has now been resolved)
Using the wrong serial number for my router, even though the correct one was provided multiple times
Not being able to read my address from my proof of address, which has never been an issue with any other provider
Not logging a ticket for my initial call

Jacobus E's updateReviewer Update

21 Nov 2022, 08:31

*and am really evaluating all my options (i.e. official complaint, switching providers)

Jacobus E's update21 Nov 2022, 08:31

Reviewer Update

*and am really evaluating all my options (i.e. official complaint, switching providers)