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Khatija D

1 reviews | Active since Jan 2020

17 Dec 2025, 13:32

Vodacom & MetroFibre – Endless Runaround, Missed Installation & Zero Accountability

I am extremely frustrated and disappointed with the level of service I have received from Vodacom and MetroFibre regarding my fibre installation.

My fibre installation was promised for 15 December at my new premises. I planned my move around this commitment. No technician arrived, no installation was done, and no one informed me of any delay.

Since then, I have: • Spoken to 8–10 different agents across Vodacom and MetroFibre • Received conflicting information every single time • Been transferred, disconnected, or told someone else will “call me back” • Received multiple calls from different departments, all asking the same questions, with no resolution

On top of this, many of the agents I dealt with were rude, dismissive, and had an attitude, often making it seem as though I was at fault — despite the fact that I am paying for a service that I am not receiving.

Vodacom points to MetroFibre, MetroFibre points back to Vodacom, and as the customer I am left completely in the dark with no ownership taken by either party.

This is not just an inconvenience — I work from home and need reliable internet. The lack of communication, accountability, and basic customer care is unacceptable. I am now sitting in my new home with no fibre, no answers, and mounting frustration.

At this point, I want: 1. A clear, confirmed installation date 2. Accountability from one responsible party 3. Proper communication instead of scripted apologies and empty promises

Based on this experience, I do not recommend Vodacom or MetroFibre to anyone. I also advise all customers who have experienced similar issues with Vodacom to lodge a formal complaint with the Independent Communications Authority of South Africa (ICASA).

This entire process has been exhausting, stressful, and completely unprofessional.

I expect urgent intervention and resolution.

0
Replies (3)
KD
Khatija D's update18 Dec 2025, 11:23
Reviewer Update
Update / Response to MetroFibre & Vodacom

After receiving the below response from MetroFibre:

“We want to assure you that the matter has been escalated with our Maintenance Management Team for urgent attention… We will be in touch as soon as possible.” Nothing has happened.

No one has contacted me.

No installation date has been provided.

No appointment has been confirmed.

I am now on day 4 without any Wi-Fi, despite being promised installation on 15 December. I am still paying for a service that I do not have, with absolutely no accountability from either MetroFibre or Vodacom.

At this point, I am extremely angry and disgusted by the complete lack of service and urgency. It is absolutely pathetic that customers are expected to suffer due to the poor communication and finger-pointing between Vodacom and MetroFibre.

Both companies continue to fail at the most basic level of customer service:

👉 no follow-up

👉 no clear communication

👉 no ownership

👉 no resolution

I strongly advise any customer experiencing similar issues to lay a formal complaint with ICASA (Independent Communications Authority of South Africa).

This experience has been unacceptable, and I would not recommend either MetroFibre or Vodacom based on how this matter has been handled.


KD
Khatija D's update19 Dec 2025, 14:36
Reviewer Update
Dear MetroFibre and Vodacom Complaints Team,

I am writing to formally lodge a complaint regarding the continued failure to install my fibre service, despite multiple assurances and explicit communication from my side.

I was explicitly promised in writing by Marlize from the MetroFibre Complaints Department that my installation would be completed before close of business on 19 December 2025. This commitment has not been honoured.

To provide context:

  • During multiple phone calls (all recorded) and emails, I clearly and repeatedly stated that:
    • There is no fibre box at my new premises.
    • There are fibre cables already running on the ground and along the roof.
    • I only have the ONT box, which I brought over from my previous premises.

  • This information was communicated well in advance so that the installation team could be adequately prepared.
Despite this, technicians were dispatched without the necessary preparation. Upon arrival, they advised that they could not proceed because:
  • They did not have an approved quotation for the additional cabling required.
  • They were not authorised or equipped to run the cables needed to complete the installation.
This is completely unacceptable. Given the clear information I provided beforehand, MetroFibre should have ensured that the technicians arrived fully prepared, with the necessary approvals and equipment in place. What makes this situation even more unacceptable is that:
  • I waited five days for technicians to attend.
  • On the day they finally arrived, the installation could not proceed due to internal administrative failures.
  • I emailed Marlize at 09:30 this morning, and I have received no response.
  • The MetroFibre representative who contacted me this morning confirmed that she is still awaiting approval for the quotation for additional cabling, and only once this is approved can technicians be dispatched again.
  • It has now been over five hours, and there has been no progress, no escalation, and no feedback.
  • I was further advised that the representative is unable to escalate this matter to senior management.
I work from home and have been left without connectivity due to failures that are entirely outside of my control. The lack of urgency, accountability, and coordination between MetroFibre and Vodacom is deeply concerning, particularly given the size and reputation of both companies. I therefore request the following urgently:
  1. Written confirmation on whether the installation will still be completed today, 19 December 2025, as promised.
  2. Immediate approval of the required quotation so technicians can return without further delay.
  3. Escalation of this matter to senior management, as this has clearly not been handled appropriately at an operational level.
This level of service is unacceptable and has caused unnecessary inconvenience, frustration, and loss of productivity. I expect this complaint to be treated with the seriousness it warrants.
Vodacom
Vodacom's reply20 Dec 2025, 07:21
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