1 reviews | Active since Jan 2019
Vodacom: Terrible Customer Service & Non-Existent WiFi Connection
To say that I am disappointed in Vodacom’s customer service would be an overstatement, as that would entail having received customer service in the first place.
I took out a 36 month contract with Vodacom for home WiFi in November of 2023, almost five months ago. Our line is one that is supposed to be one with speeds of up to 50mb/s. While our download speed has never been that, it has at least circulated around 30-45mb/s on a good day - no problem there. However, our upload speed has NOT ONCE been more than 1mb/s (the average is usually around 0.1-0.8mb/s). This is a massive problem, considering the fact that both my wife and I work from home.
My first correspondence with Vodacom’s customer care took place in the beginning of January, where I complained about this slow WiFi - 3 months later, and I am still having the same vague conversation with their customer care, only to go around in circles each time. I have received about 7 reference numbers, only for the query to be closed via email each time, without any further communication attempts from Vodacom prior to closing the logged problem, let alone the problem being fixed. I have since requested for advice on a signal booster - ADVICE, nothing more - only to still be receiving the same “your query is at hand” and “we apologize for the frustration”-messages over the span of the last month. They copy and paste the same generic replies into the chat, and ignore any request that requires an actual problem-related reply.
I have been gathering evidence over the last few months that prove that we have been paying for a service that has not once been received, in the form of screenshots of chats and internet speed tests. I am also logging a complaint with the ICASA and am in the process of obtaining legal advice in light of the Consumer Protection Act (which Vodacom is most definitely not adhering to), to hopefully be allowed to exit from our contract without paying early termination fees.
ALL OF THIS, just to finally be released from a ISP that couldn’t care less about their customers, and to move on to one that does - and of course, to finally have a working WiFi connection again.
Save yourself a massive and time-consuming fight, countless headaches and pain in the butt, and avoid even saying the name “Vodacom”, let alone considering using them as your ISP. TERRIBLE x100 service!
I do not for the life of me understand why this is the first time that I'm hearing of this, and for it to be on Hello Peter? I have also, multiple times, told consultants over the phone that I am not in a position to be able to answer calls all the time due to my line of work. I have requested, more than once, that communication also be provided in written form if I am not reached over the phone, and I was told that this would be a no problem, and that written communication is usually provided in the event that a customer does not initially answer the phone. However, I have not engaged in any further written communication outside of Instagram, which was also not helpful at all.
Thank you for providing me with this, but I sincerely hope that you are thus now made aware of how terrible your customer service actually is - that a form of resolution was finally provided on Hello Peter of all places, following a complaint on the platform, and that no effort had ever been made to communicate this information in written form prior to this moment.
I do not for the life of me understand why this is the first time that I'm hearing of this, and for it to be on Hello Peter? I have also, multiple times, told consultants over the phone that I am not in a position to be able to answer calls all the time due to my line of work. I have requested, more than once, that communication also be provided in written form if I am not reached over the phone, and I was told that this would be a no problem, and that written communication is usually provided in the event that a customer does not initially answer the phone. However, I have not engaged in any further written communication outside of Instagram, which was also not helpful at all.
Thank you for providing me with this, but I sincerely hope that you are thus now made aware of how terrible your customer service actually is - that a form of resolution was finally provided on Hello Peter of all places, following a complaint on the platform, and that no effort had ever been made to communicate this information in written form prior to this moment.