GB
Gary B
1 reviews | Active since Jul 2011
08 Jan 2020, 09:35
Vodacom - The only constant is incompetance.
Vodacom has consistently dropped the ball time and time again... in the lastest debacle they had in internal service issue which meant that my internet was down at home for five days.
Over December they then said I exceeded FUP and capped my line at 2Mb which means even youtube is a waste of time. I queried this three times as my FUP is 700GB..turns out Vodacom had set it incorrectly to 500GB and incorrectly capped my line for my entire leave over december. Yesterday I spoke to Vodacom and after two calls finally got to s service agent who realised the issue and corrected the FUP limit.
Then today.. no internet.. phone vodacom and they say I migrated my account (actually this was them fixing their FUP limit on my line which was incorrect) and I would have to wait 4 hours before my request was assigned then 48 working hours (i.e 5days) before they would send a technician out to have the issue resolved.
SO let us think about the last 30 days of being with vodacom FTTH... 5 days no access due to an internal issue, 9days capped to 2Mb due to an internal error, currently 1 day without internet and being advised that I have to wait 5 days for resolution of the current fault.
For what is supposed to be a a world class company this is just an ongoing saga of people taking no responsibility, an *********** service center, call centre managers not returning calls - all clear signs that the corporate culture is that they are so big they can afford to disregard their clients.
Well not this client anymore... I'm already contracting an alternate service provider... I'm done with you *****ing up and then trying to explain your T&Cs whenever I want to enforce my rights as a customer.
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Replies (5)0
Replies (5)
Vodacom's replyOfficial
08 Jan 2020, 11:08Dear 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
Vodacom's reply08 Jan 2020, 11:08
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
GB
Gary B's updateReviewer Update
08 Jan 2020, 16:30 I’ve had ongoing issues with non-supply of contracted service with this being the situation over the last 30 days that I have been a client: SR*** we had no service with the router asking for logon credentials. This was resolved after five days by Vodacom as an internal issue when they recreated the account. On 22 December my account was throttled to 2MB/s with an indication that I had exceeded FUP. Three calls to call centre and another in January confirmed that the FUP limit was incorrectly set as it should have been 700GB and not the 500GB which had incorrectly been app**** to my line. For 9 days my account was incorrectly throttled due to internal error – 9 days when I was on leave and having to negotiate with wife and kids as to who could get online. On 8th January I opened SR *** as we have the identical fault to the original SR*** which is an internal Vodacom issue. As of the time of writing this mail I still have no feedback and no indication of when the fault will be resolved with me being quoted resolution times of up to seven working days ( i.e. 15th January). Clearly this cannot be deemed to be an acceptable service in terms of my contract and I have now opened another service request SR*** requesting that the contract be terminated by Feb 1 with no penalties. Unsurprising the request is still not allocated to anyone within Vodacom and I’m beginning to wonder what will happen first…. The service being fixed as I have already paid for the month of January or the contract being terminated by 1 Feb per service request.
You are like an abusive partner and I am done with your excuses for your bad behavior.
You are like an abusive partner and I am done with your excuses for your bad behavior.
GB
Gary B's update08 Jan 2020, 16:30
Reviewer Update
I’ve had ongoing issues with non-supply of contracted service with this being the situation over the last 30 days that I have been a client: SR*** we had no service with the router asking for logon credentials. This was resolved after five days by Vodacom as an internal issue when they recreated the account. On 22 December my account was throttled to 2MB/s with an indication that I had exceeded FUP. Three calls to call centre and another in January confirmed that the FUP limit was incorrectly set as it should have been 700GB and not the 500GB which had incorrectly been app**** to my line. For 9 days my account was incorrectly throttled due to internal error – 9 days when I was on leave and having to negotiate with wife and kids as to who could get online. On 8th January I opened SR *** as we have the identical fault to the original SR*** which is an internal Vodacom issue. As of the time of writing this mail I still have no feedback and no indication of when the fault will be resolved with me being quoted resolution times of up to seven working days ( i.e. 15th January). Clearly this cannot be deemed to be an acceptable service in terms of my contract and I have now opened another service request SR*** requesting that the contract be terminated by Feb 1 with no penalties. Unsurprising the request is still not allocated to anyone within Vodacom and I’m beginning to wonder what will happen first…. The service being fixed as I have already paid for the month of January or the contract being terminated by 1 Feb per service request.
You are like an abusive partner and I am done with your excuses for your bad behavior.
You are like an abusive partner and I am done with your excuses for your bad behavior.
GB
Gary B's updateReviewer Update
10 Jan 2020, 11:34Finally got service restored after four days and thirteen phonecalls; unfortunately it was too little to late and when I asked what the fault was, I was told the biggest load of ******* which just underlined that the support was either totally *********** or outright *****.
They initially said it was just a throughput issue but screencaps show that the router was not authenticating onto their network so it was not even connecting in order to allow throughput. Then they changed the reason to an issue with the ONT between street and our unit on the property..... but the fibre comes into the property and is then split to feed two units. The split is inside our unit but they never accessed the ONT or splitter as they would need us to get access....and as the final nail in their coffin of lies.. the other unit is with the same fibre provider (Vuma) but with a differnent ISP (vox) and they never had service interruption or loss in the last five days....
I can only conclude from this that the the actually reason for the lack of service was not on our property or the ONT or on the VUMA fibre soit had to have been either a peering issue between Vuma and Vodacom or an issue internal to vodacom and that they would rather lie than admit the actual reason.
They initially said it was just a throughput issue but screencaps show that the router was not authenticating onto their network so it was not even connecting in order to allow throughput. Then they changed the reason to an issue with the ONT between street and our unit on the property..... but the fibre comes into the property and is then split to feed two units. The split is inside our unit but they never accessed the ONT or splitter as they would need us to get access....and as the final nail in their coffin of lies.. the other unit is with the same fibre provider (Vuma) but with a differnent ISP (vox) and they never had service interruption or loss in the last five days....
I can only conclude from this that the the actually reason for the lack of service was not on our property or the ONT or on the VUMA fibre soit had to have been either a peering issue between Vuma and Vodacom or an issue internal to vodacom and that they would rather lie than admit the actual reason.
GB
Gary B's update10 Jan 2020, 11:34
Reviewer Update
Finally got service restored after four days and thirteen phonecalls; unfortunately it was too little to late and when I asked what the fault was, I was told the biggest load of ******* which just underlined that the support was either totally *********** or outright *****.
They initially said it was just a throughput issue but screencaps show that the router was not authenticating onto their network so it was not even connecting in order to allow throughput. Then they changed the reason to an issue with the ONT between street and our unit on the property..... but the fibre comes into the property and is then split to feed two units. The split is inside our unit but they never accessed the ONT or splitter as they would need us to get access....and as the final nail in their coffin of lies.. the other unit is with the same fibre provider (Vuma) but with a differnent ISP (vox) and they never had service interruption or loss in the last five days....
I can only conclude from this that the the actually reason for the lack of service was not on our property or the ONT or on the VUMA fibre soit had to have been either a peering issue between Vuma and Vodacom or an issue internal to vodacom and that they would rather lie than admit the actual reason.
They initially said it was just a throughput issue but screencaps show that the router was not authenticating onto their network so it was not even connecting in order to allow throughput. Then they changed the reason to an issue with the ONT between street and our unit on the property..... but the fibre comes into the property and is then split to feed two units. The split is inside our unit but they never accessed the ONT or splitter as they would need us to get access....and as the final nail in their coffin of lies.. the other unit is with the same fibre provider (Vuma) but with a differnent ISP (vox) and they never had service interruption or loss in the last five days....
I can only conclude from this that the the actually reason for the lack of service was not on our property or the ONT or on the VUMA fibre soit had to have been either a peering issue between Vuma and Vodacom or an issue internal to vodacom and that they would rather lie than admit the actual reason.
GB
Gary B's updateReviewer Update
18 Feb 2020, 16:44Hello Vodacom my dear delinquent ***** of an ex service provider. I ceased to by your client on 30th Jan but you still deducted money from my account for February. This was raised and proven to your support team and the SR is still sitting with them. Currently the SR is open for SEVEN freaking days with not a single call or bit of correspondence on how and when you will refund the money. What makes this worse is that when I originally contacted Vodacom they made me jump through hoops for a couple of days to prove they were in the wrong before opening the SR... SR-***. In my book you are aware that you messed up and had no right to deduct the money...not returning the money makes you ******* plain and simple.
GB
Gary B's update18 Feb 2020, 16:44
Reviewer Update
Hello Vodacom my dear delinquent ***** of an ex service provider. I ceased to by your client on 30th Jan but you still deducted money from my account for February. This was raised and proven to your support team and the SR is still sitting with them. Currently the SR is open for SEVEN freaking days with not a single call or bit of correspondence on how and when you will refund the money. What makes this worse is that when I originally contacted Vodacom they made me jump through hoops for a couple of days to prove they were in the wrong before opening the SR... SR-***. In my book you are aware that you messed up and had no right to deduct the money...not returning the money makes you ******* plain and simple.
GB
Gary B's updateReviewer Update
20 Feb 2020, 09:03 I'll not hold my breath for a reply.... It has been eight days since the dispute was lodged and every day when I phone the contact center for updates I am informed it is allocated / escalated etc etc.... but it has never resulted in a single mail or phone call to advise me what is happening. Today I get informed that it will take another seven to fourteen working days to resolve. Hahahahahahahahahahahahahahahahahahahahaha.... I'm so glad I am no longer a client of yours.. this is just more proof that you have become so complacent, lazy and slow as a company that you cannot address simple issues expediently nor can you even admit when you are in the wrong.
GB
Gary B's update20 Feb 2020, 09:03
Reviewer Update
I'll not hold my breath for a reply.... It has been eight days since the dispute was lodged and every day when I phone the contact center for updates I am informed it is allocated / escalated etc etc.... but it has never resulted in a single mail or phone call to advise me what is happening. Today I get informed that it will take another seven to fourteen working days to resolve. Hahahahahahahahahahahahahahahahahahahahaha.... I'm so glad I am no longer a client of yours.. this is just more proof that you have become so complacent, lazy and slow as a company that you cannot address simple issues expediently nor can you even admit when you are in the wrong.