Vodacom in Breach of Contract - Billing for Fibre Speed Since Nov 2023- Never Received

I am a customer of Vodacom Fibre, I have been a customer of Vodacom Fibre for many years, I upgraded my fibre speed limit in November 2023 from 50mbps to 1250mbps, to date, since the upgrade the line speed does not go higher than 100mbps, I have logged numerous complaints with Vodacom fibre, my most recent complaint was logged in the first week of April 2025, to date, this issue has still not been resolved.

Vodacom has sent out their technician, the metrofibre technician and it has been established that Vodacom cannot actually supply the 1250mbps that I've been pay for religioulsy for 17 months, I have been following up with Vodacom without fail, Vodacom never freely gives me updates, emails go unanswered for days at a time.

Yesterday, vodacom called me, scheduled a call with the manager from the fibre department for 11am, the call never came, I had to follow up with an email yesterdat at 11:33am, i only received a response this morning. Today, Kagiso sends me an email advising me that I need to downgrade my package whilst they investigate the speed issue, he doesn't advise me of the cost involved, no explaination on whay this has taken then 17 months for them to finnally say this nor have they discussed my refund as Vodacom is in full breach of their contract with me and I have been given the run around for months.

Hence, my complaint to you, as Vodacom is not being 100% transparent with their customers, they are overselling products and underdelivering and when made aware that we as paying customers have issues with this obscure way they are conduting themselves, they then give their customers the run around for months, then they dont even want to give a refund nor an explanation as to why what customers are paying for is not being delivered, I am just expected to downgrade without any informational data to work through? This is highly ********* and unprofessional in my opinion.

My request in escaltion is for me to receive my refund and for Vodacom to give me as the customer a full debriefing on what the issues are, and if needed, I will then downgrade my package based on the information provided to me, i.e reason for downgrade, cost of downgrade, implemnatation fo downgrade, new contract, etc.

Simply put, Vodacom needs to give me my refund and also, the findings on their investigation thus far as to why I have NEVER received the speed I have paid for.