VODACOM Fibre, Unreliable, Poor Customer expeeience

I am writing to formally express my dissatisfaction with the handling of a recent Vodacom Fiber outage. The incident occurred on Wednesday around 4 p.m. Shortly after the service went down, I contacted your call center. I was informed that it was an outage and that technicians were on site resolving the issue. This information was false, as no action had been taken.

I called again the following day (Thursday) and was told the issue was still being addressed. No reference number was provided, and no estimated resolution time was given. By Friday, after multiple attempts to get updates, I discovered that 148 clients were affected, yet there was still no feedback, reference number, or timeline for resolution.

The call center staff offered me an alternative to purchase additional data. I find this completely unacceptable. I pay for fiber service, including associated fees, and should not be expected to incur extra costs because Vodacom cannot maintain or promptly fix its infrastructure. Customers deserve clear communication, timely service restoration, and, when outages occur, complimentary alternatives to ensure continuity of service.

The current system, where outsourced field agents are unresponsive and call center staff cannot provide updates, is failing your clients. This pattern, particularly over weekends, suggests systemic issues in Vodacom’s infrastructure maintenance and customer service approach.

I urge Vodacom to: 1. Provide immediate compensation or complimentary data for affected customers during outages. 2. Improve communication by issuing reference numbers and regular updates to affected clients. 3. Review the efficiency of field agents and internal systems to prevent prolonged outages.

Continued neglect of these issues will force clients to seek alternative providers capable of reliably delivering service and timely support.