Vodacom Sold Me Internet With No Coverage

After more than a year of frustration, I feel forced to share my experience with Vodacom South Africa regarding my Home Internet 50 Mbps line that has never worked.

Here’s the journey:

• At inception, the router didn’t work. I went back to store, got a replacement, but still no service. • Multiple calls later, I was told to restart my router, wait for a software upgrade, or “try again later.” • Eventually, I was told to take it to the repair centre. It came back: “No fault found.” • Finally, it was admitted that Vodacom had sold me a product with no coverage in my area. • I was told to ask Cancellations to investigate. After 3 more service tickets, a technician confirmed “no coverage” (as expected) and closed the ticket, referring me back to Cancellations. • On 04/09/2025, Cancellations called to say they’d send a courier to collect the device. • By 11/09/2025, no courier, no update. I then spent 2.5 hours trying to reach Customer Care on 082 135. The automated system told me my number had been deleted due to “inactivity.” In store, I later learned numbers get blocked if you call too much. • When I finally spoke to a consultant, I was told no courier was coming — I must take the router back to the original store myself.

I took the router back yesterday and was told YET ANOTHER ticket will be opened.

In addition to all this, I’ve been billed for two UPS devices when I only have one, and offered a credit for ONLY my last payment, despite paying for over a year of a service I’ve never been able to use.

I have now filed a formal complaint under the Consumer Protection Act (CPA). Vodacom, this is unacceptable. I expect:

Correction of billing errors.

Refund/credit for the entire period of non-service.

A clear, written resolution plan within 7 working days.

My hope is still that Vodacom will resolve this properly — but if not, I will escalate further to ICASA and the Consumer Goods & Services Ombud.

#Vodacom #CustomerService #InternetIssues #SouthAfrica #ConsumerRights