Vodacom: Unacceptable Service Interruption Due to Technician Negligence

I am writing to formally express my complete dissatisfaction regarding the unnecessary and negligent disconnection of my Vodacom fibre service.

On the Friday afternoon of 20/02/2026, my fibre connection suddenly went offline and stopped working entirely. I immediately logged a fault with my ISP to have the matter addressed. I was then informed that because Vodacom does not operate over weekends, no action would be taken until Monday, 23/02/2026, and that there was a further three-day turnaround time for resolution.

After remaining without service over the entire Friday afternoon, weekend and Monday, I eventually had a Vodacom technician attend to the issue on Tuesday afternoon, 24/02/2026. Upon resolving the fault, the technician advised me that another Vodacom engineer who had been working on the Fibre Distribution Point (FDP) on 20/02/2026 had accidently physically unplugged my connection and failed to reconnect it.

In other words, my service was disconnected purely due to operational negligence.

As a direct result of this error, I was left without fibre connectivity for five days. This disruption caused significant inconvenience and was entirely avoidable. It is deeply concerning that a paying customer’s service can be disconnected in error and left unresolved for almost several days due to internal oversight and weekend operational limitations.

I expect a formal explanation of how this occurred, what measures will be implemented to prevent such negligence in future, and appropriate compensation or service credit for the unnecessary downtime caused.

This level of service is unacceptable, and I trust that this matter will be treated with the seriousness it deserves.