VODACOM FIBRE | WORST CUSTOMER SERVICE

The Vodacom fibre support team is a nightmare to deal with.

The line in question was app**** for and installed in February 2020.

The fibre uptime has been very good but the issue is coming in with the fact that every time we have had to make a change request (like an upgrade) on the line there have been multiple days of downtime.

The most recent 2x issues which have now driven me to complain on this site are:

1.) SR*** My wife and I got married in Feb 2021 and she moved out of her parents place and into my home. On Jan 27 she requested that ownership be transferred to her dads account effective 1 March. She received the required documentation the following day and filled in everything and sent it back the on the same day. She proceeded to follow up on a weekly basis but it was only sorted during this month, after she started following up multiple times a day and being a big enough pain do be deemed worth the effort, with a promise that the change will take effect 1 April. We have resolved to cancel and open an account with MetroFibre should this not go through.

2.) SR*** The fibre went down on Thursday evening (11 March) and we logged a ticket on Friday morning. The etr given when logging the ticket was within 48 hours. We followed up on Saturday after which we received a phone call asking if someone would be home all day (which my wife's parents changed their plans for to be home when the tech to arrives). No one arrived. On Sunday the internet came back on but with a maximum speed of 3mbps/3mbps. This morning the speed is up to 10/10... it should be 40/20. After a follow-up the the person on the phone had the audacity or ineptitude to tell my mother in law that the speed she is getting on an ethernet cable and over 5Ghz WIFI while standing next to the ONT is due to a weak signal. It is NOT. If it is not back up to the correct speed by Wednesday, 17 March, COB We will be cancelling.

Just as a cherry on the cake. In Nov-Dec last year there was a charge for an additional fibre line installation in a suburb where no one we know or know about stays. We managed to refund it after another struggle.

At this stage I am contemplating changing my families Vodacom accounts to different service providers when their contracts run out. (R10 000+ per month.) Service has been consistently getting worse.