MR
Michelle R
1 reviews | Active since Feb 2012
08 Dec 2022, 23:37
Vodacom worst service
Vodacom Fibre Department it has now been 8 days without internet and no one can help me getting my fibre line activated. How on earth is this possible?????
Helpful (0)
Replies (2)0
Replies (2)
Vodacom's replyOfficial
09 Dec 2022, 08:16Dear 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 reply09 Dec 2022, 08:16
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
MR
Michelle R's updateReviewer Update
09 Dec 2022, 09:21Herewith my full story. I signed up with Vodacom on the 21st of September but was still with another service provider at that time. Last day of service with that ISP was the 30th of November and notified Vodacom that my line will be released on the same day. Eight days later and still nothing, all I'm getting is apologies and escalations and updates but no solution to my problem. How can it be that if I'm not paying my monthly fee then I get cut off but Vodacom can take 8 days plus to attend to my problem. How can we as the public just accept services like this. It is absolutely unacceptable. Here is my full update of what happened from the 1st of December: SR***
Solution ID : P***
Sales Manager: Marissa Cozett
Fibre Order Confirmation Letter received 21/09/2022
30/11/2022 10h49
I was told to notify my sales manager
30/11/2022 11h04
Phoned Marissa Cozett as I was told I must inform my sales manager that the line will be released. She is currently off-sick and was not much of help to my situation
30/11/2022 Phoned Fibre department back and logged a ticket for the fibre line to be activated on the 1st of December as the line will be released by Webafrica
01/12/2022 14h24 (04min35sec)
Followed up on my ticket and was told that it takes 24-48 hours for the ticket to be assigned
02/12/2022 19h36 (08min08sec)
Followed up again on my ticket. Ticket has not been assigned yet. Sales agent Vincent Nyedimane assisted and told me that if my Fibre is not up and running by 10am the following morning, I should email him. Sent his email address via SMS at 19h44
03/12/2022 09h50 (15min55sec)
Fibre line still not activated, notified Vodacom and request for a management to phone me
03/12/2022 10h10
Sent Vincent an email to notify him that line is still not active
03/12/2022 10h07 (23min39sec)
Manager phones me back, did not take down his name. Keep on telling me the reasons why my line is not activated instead of coming up with a solution. NEVER HEARD FROM HIM AGAIN
03/12/20220 14h41 (04mi 41sec)
Notified that line is still not active
03/12/2022 15h56 (10min21sec)
Notified Vodacom that line is still not active. Spoke to Sales agent Chris, he composed an email to all the relevant departments. He sent me an SMS to get access to my camera in order to make sure all is correct connected and he also sent an email to the complaints department.
03/12/2022 16h11
Sent complaint email to ***
Email address given to me by Chris as per my last call
03/12/2022 16h49 (27min11secs)
Notify agent Thembesa that line is still not active. She said that she can see on her side that the ONT box is active but NOW the router needs to be configured
03/12/2022 18h39 (16min32secs)
Notify agent Nosipo that line is still not active. She told me that ONT box is not active and router can’t be configured
03/12/2022 19h06 (4min9secs)
Thembisa phone back, escalating to Activating department. Waiting on feedback, might only get an answer the next day.
04/12/2022 08h37 (10min1sec)
Phone Customer Service, asking for me to put through to the Fibre department, was told by agent Qubekali that the Fibre department is not working on weekends. So who was I talking to yesterday then. Clearly the people working at Vodacom does not know what is going on.
04/12/2022 08h39
Phoned the Fire department directly, spoke to agent Sinobom and was told that the Vumatel order has been cancelled on the 21st of September 2022 and there is no open order. I was provided with an email address and requested to send pictures of the ONT box serial number and Router serial number. Email address used was ***
04/12/2022 10h40 (22min45secs)
Spoke to Siyabola
She added to serial number of ONT box and serial number of Router to the service request and escalate it to the Active department who is not working on a Sunday.
She can’t see that the Vumatel order has been cancelled, so where in Sinabom getting her info from.
The person who logged the service request on November the 30th did not add all the relevant details according to Siyabola.
04/12/2022 11h45
Team leader Nosiphiwo phoned me and said she will email the STAND BY team of the Activation department to see if they can assisted me.
04/12/2022 12h27
Siyabola phone back to requesting the lights on the ONT box and router box
04/12/2022 14h45
Spoke to Paola
Team leader Nosiphiwo not at the same branch as Paola, she can’t assist.
According to Paola, last communication on the SR number was with Vincent on Friday evening!!!!!!!!! No records of all my calls Saturday and Sunday
05/12/2022
Now they request my proof of address which was sent to ***
Numerous calls and emails sent. Ref: 002EGaHRS19J69WS
Solution ID : P***
Sales Manager: Marissa Cozett
Fibre Order Confirmation Letter received 21/09/2022
30/11/2022 10h49
I was told to notify my sales manager
30/11/2022 11h04
Phoned Marissa Cozett as I was told I must inform my sales manager that the line will be released. She is currently off-sick and was not much of help to my situation
30/11/2022 Phoned Fibre department back and logged a ticket for the fibre line to be activated on the 1st of December as the line will be released by Webafrica
01/12/2022 14h24 (04min35sec)
Followed up on my ticket and was told that it takes 24-48 hours for the ticket to be assigned
02/12/2022 19h36 (08min08sec)
Followed up again on my ticket. Ticket has not been assigned yet. Sales agent Vincent Nyedimane assisted and told me that if my Fibre is not up and running by 10am the following morning, I should email him. Sent his email address via SMS at 19h44
03/12/2022 09h50 (15min55sec)
Fibre line still not activated, notified Vodacom and request for a management to phone me
03/12/2022 10h10
Sent Vincent an email to notify him that line is still not active
03/12/2022 10h07 (23min39sec)
Manager phones me back, did not take down his name. Keep on telling me the reasons why my line is not activated instead of coming up with a solution. NEVER HEARD FROM HIM AGAIN
03/12/20220 14h41 (04mi 41sec)
Notified that line is still not active
03/12/2022 15h56 (10min21sec)
Notified Vodacom that line is still not active. Spoke to Sales agent Chris, he composed an email to all the relevant departments. He sent me an SMS to get access to my camera in order to make sure all is correct connected and he also sent an email to the complaints department.
03/12/2022 16h11
Sent complaint email to ***
Email address given to me by Chris as per my last call
03/12/2022 16h49 (27min11secs)
Notify agent Thembesa that line is still not active. She said that she can see on her side that the ONT box is active but NOW the router needs to be configured
03/12/2022 18h39 (16min32secs)
Notify agent Nosipo that line is still not active. She told me that ONT box is not active and router can’t be configured
03/12/2022 19h06 (4min9secs)
Thembisa phone back, escalating to Activating department. Waiting on feedback, might only get an answer the next day.
04/12/2022 08h37 (10min1sec)
Phone Customer Service, asking for me to put through to the Fibre department, was told by agent Qubekali that the Fibre department is not working on weekends. So who was I talking to yesterday then. Clearly the people working at Vodacom does not know what is going on.
04/12/2022 08h39
Phoned the Fire department directly, spoke to agent Sinobom and was told that the Vumatel order has been cancelled on the 21st of September 2022 and there is no open order. I was provided with an email address and requested to send pictures of the ONT box serial number and Router serial number. Email address used was ***
04/12/2022 10h40 (22min45secs)
Spoke to Siyabola
She added to serial number of ONT box and serial number of Router to the service request and escalate it to the Active department who is not working on a Sunday.
She can’t see that the Vumatel order has been cancelled, so where in Sinabom getting her info from.
The person who logged the service request on November the 30th did not add all the relevant details according to Siyabola.
04/12/2022 11h45
Team leader Nosiphiwo phoned me and said she will email the STAND BY team of the Activation department to see if they can assisted me.
04/12/2022 12h27
Siyabola phone back to requesting the lights on the ONT box and router box
04/12/2022 14h45
Spoke to Paola
Team leader Nosiphiwo not at the same branch as Paola, she can’t assist.
According to Paola, last communication on the SR number was with Vincent on Friday evening!!!!!!!!! No records of all my calls Saturday and Sunday
05/12/2022
Now they request my proof of address which was sent to ***
Numerous calls and emails sent. Ref: 002EGaHRS19J69WS
MR
Michelle R's update09 Dec 2022, 09:21
Reviewer Update
Herewith my full story. I signed up with Vodacom on the 21st of September but was still with another service provider at that time. Last day of service with that ISP was the 30th of November and notified Vodacom that my line will be released on the same day. Eight days later and still nothing, all I'm getting is apologies and escalations and updates but no solution to my problem. How can it be that if I'm not paying my monthly fee then I get cut off but Vodacom can take 8 days plus to attend to my problem. How can we as the public just accept services like this. It is absolutely unacceptable. Here is my full update of what happened from the 1st of December: SR***
Solution ID : P***
Sales Manager: Marissa Cozett
Fibre Order Confirmation Letter received 21/09/2022
30/11/2022 10h49
I was told to notify my sales manager
30/11/2022 11h04
Phoned Marissa Cozett as I was told I must inform my sales manager that the line will be released. She is currently off-sick and was not much of help to my situation
30/11/2022 Phoned Fibre department back and logged a ticket for the fibre line to be activated on the 1st of December as the line will be released by Webafrica
01/12/2022 14h24 (04min35sec)
Followed up on my ticket and was told that it takes 24-48 hours for the ticket to be assigned
02/12/2022 19h36 (08min08sec)
Followed up again on my ticket. Ticket has not been assigned yet. Sales agent Vincent Nyedimane assisted and told me that if my Fibre is not up and running by 10am the following morning, I should email him. Sent his email address via SMS at 19h44
03/12/2022 09h50 (15min55sec)
Fibre line still not activated, notified Vodacom and request for a management to phone me
03/12/2022 10h10
Sent Vincent an email to notify him that line is still not active
03/12/2022 10h07 (23min39sec)
Manager phones me back, did not take down his name. Keep on telling me the reasons why my line is not activated instead of coming up with a solution. NEVER HEARD FROM HIM AGAIN
03/12/20220 14h41 (04mi 41sec)
Notified that line is still not active
03/12/2022 15h56 (10min21sec)
Notified Vodacom that line is still not active. Spoke to Sales agent Chris, he composed an email to all the relevant departments. He sent me an SMS to get access to my camera in order to make sure all is correct connected and he also sent an email to the complaints department.
03/12/2022 16h11
Sent complaint email to ***
Email address given to me by Chris as per my last call
03/12/2022 16h49 (27min11secs)
Notify agent Thembesa that line is still not active. She said that she can see on her side that the ONT box is active but NOW the router needs to be configured
03/12/2022 18h39 (16min32secs)
Notify agent Nosipo that line is still not active. She told me that ONT box is not active and router can’t be configured
03/12/2022 19h06 (4min9secs)
Thembisa phone back, escalating to Activating department. Waiting on feedback, might only get an answer the next day.
04/12/2022 08h37 (10min1sec)
Phone Customer Service, asking for me to put through to the Fibre department, was told by agent Qubekali that the Fibre department is not working on weekends. So who was I talking to yesterday then. Clearly the people working at Vodacom does not know what is going on.
04/12/2022 08h39
Phoned the Fire department directly, spoke to agent Sinobom and was told that the Vumatel order has been cancelled on the 21st of September 2022 and there is no open order. I was provided with an email address and requested to send pictures of the ONT box serial number and Router serial number. Email address used was ***
04/12/2022 10h40 (22min45secs)
Spoke to Siyabola
She added to serial number of ONT box and serial number of Router to the service request and escalate it to the Active department who is not working on a Sunday.
She can’t see that the Vumatel order has been cancelled, so where in Sinabom getting her info from.
The person who logged the service request on November the 30th did not add all the relevant details according to Siyabola.
04/12/2022 11h45
Team leader Nosiphiwo phoned me and said she will email the STAND BY team of the Activation department to see if they can assisted me.
04/12/2022 12h27
Siyabola phone back to requesting the lights on the ONT box and router box
04/12/2022 14h45
Spoke to Paola
Team leader Nosiphiwo not at the same branch as Paola, she can’t assist.
According to Paola, last communication on the SR number was with Vincent on Friday evening!!!!!!!!! No records of all my calls Saturday and Sunday
05/12/2022
Now they request my proof of address which was sent to ***
Numerous calls and emails sent. Ref: 002EGaHRS19J69WS
Solution ID : P***
Sales Manager: Marissa Cozett
Fibre Order Confirmation Letter received 21/09/2022
30/11/2022 10h49
I was told to notify my sales manager
30/11/2022 11h04
Phoned Marissa Cozett as I was told I must inform my sales manager that the line will be released. She is currently off-sick and was not much of help to my situation
30/11/2022 Phoned Fibre department back and logged a ticket for the fibre line to be activated on the 1st of December as the line will be released by Webafrica
01/12/2022 14h24 (04min35sec)
Followed up on my ticket and was told that it takes 24-48 hours for the ticket to be assigned
02/12/2022 19h36 (08min08sec)
Followed up again on my ticket. Ticket has not been assigned yet. Sales agent Vincent Nyedimane assisted and told me that if my Fibre is not up and running by 10am the following morning, I should email him. Sent his email address via SMS at 19h44
03/12/2022 09h50 (15min55sec)
Fibre line still not activated, notified Vodacom and request for a management to phone me
03/12/2022 10h10
Sent Vincent an email to notify him that line is still not active
03/12/2022 10h07 (23min39sec)
Manager phones me back, did not take down his name. Keep on telling me the reasons why my line is not activated instead of coming up with a solution. NEVER HEARD FROM HIM AGAIN
03/12/20220 14h41 (04mi 41sec)
Notified that line is still not active
03/12/2022 15h56 (10min21sec)
Notified Vodacom that line is still not active. Spoke to Sales agent Chris, he composed an email to all the relevant departments. He sent me an SMS to get access to my camera in order to make sure all is correct connected and he also sent an email to the complaints department.
03/12/2022 16h11
Sent complaint email to ***
Email address given to me by Chris as per my last call
03/12/2022 16h49 (27min11secs)
Notify agent Thembesa that line is still not active. She said that she can see on her side that the ONT box is active but NOW the router needs to be configured
03/12/2022 18h39 (16min32secs)
Notify agent Nosipo that line is still not active. She told me that ONT box is not active and router can’t be configured
03/12/2022 19h06 (4min9secs)
Thembisa phone back, escalating to Activating department. Waiting on feedback, might only get an answer the next day.
04/12/2022 08h37 (10min1sec)
Phone Customer Service, asking for me to put through to the Fibre department, was told by agent Qubekali that the Fibre department is not working on weekends. So who was I talking to yesterday then. Clearly the people working at Vodacom does not know what is going on.
04/12/2022 08h39
Phoned the Fire department directly, spoke to agent Sinobom and was told that the Vumatel order has been cancelled on the 21st of September 2022 and there is no open order. I was provided with an email address and requested to send pictures of the ONT box serial number and Router serial number. Email address used was ***
04/12/2022 10h40 (22min45secs)
Spoke to Siyabola
She added to serial number of ONT box and serial number of Router to the service request and escalate it to the Active department who is not working on a Sunday.
She can’t see that the Vumatel order has been cancelled, so where in Sinabom getting her info from.
The person who logged the service request on November the 30th did not add all the relevant details according to Siyabola.
04/12/2022 11h45
Team leader Nosiphiwo phoned me and said she will email the STAND BY team of the Activation department to see if they can assisted me.
04/12/2022 12h27
Siyabola phone back to requesting the lights on the ONT box and router box
04/12/2022 14h45
Spoke to Paola
Team leader Nosiphiwo not at the same branch as Paola, she can’t assist.
According to Paola, last communication on the SR number was with Vincent on Friday evening!!!!!!!!! No records of all my calls Saturday and Sunday
05/12/2022
Now they request my proof of address which was sent to ***
Numerous calls and emails sent. Ref: 002EGaHRS19J69WS