Vodacom has no idea what they doing

Vodacom has failed to resolve my One Number service for months

I am extremely disappointed with the ongoing lack of support from Vodacom regarding my Samsung Galaxy S23 Ultra and Galaxy Watch 5 Pro, both on a business contract. My devices previously worked perfectly with the One Number service, allowing my phone and watch to operate independently on the same number. This suddenly stopped working, and for months I have been calling Vodacom with no resolution.

Every time I contact the call centre, I am given different explanations and it is clear that many of the agents are guessing rather than understanding the issue. After endless back‑and‑forth, I was eventually referred to the Vodacom Canal Walk store. There, I was told that the service only works with a physical SIM and not an eSIM. Based on this advice, I paid R105 for a physical SIM and followed all instructions given to me.

A week later, nothing works.

I contacted the call centre again and was told I needed to send a letter requesting deactivation of my current One Number and activation of a new one. I did exactly that, only to receive an SMS saying my ticket was closed with no explanation and no resolution. My phone and watch still do not work together.

At this point, it appears Vodacom staff have no idea how to resolve this issue and are simply guessing as they go along. This is unacceptable, especially for a business contract where reliability is essential.

I am requesting: 1. Immediate escalation to a knowledgeable technical specialist. 2. A clear explanation of what went wrong. 3. Proper restoration of my One Number service without further delays.

Vodacom needs to take responsibility and resolve this matter urgently.