VODACOM,UNRELIABLE FIBRE, 2nd time in a week

Subject: Urgent Complaint: Repeated Vodacom Fiber Internet Outages & Poor Service (Ticket SR-***)

Dear Vodacom Support Team,

I am writing to raise a serious complaint regarding the ongoing poor service and repeated outages from Vodacom Fiber Internet.

On 15th August, my internet went down completely. I only had my connection restored two days ago, after being without service for several days. Now, just days later, on Saturday, 23rd August, the fiber went down again at approximately 12:30 PM.

When I phoned your support line at that time, I was told it was an area-wide outage, so I waited patiently. By 9:00 PM, when nothing was restored, I called again—only to be told that there was in fact no outage logged. This means I was given the wrong information earlier, which caused unnecessary delays and inconvenience.

During my second call, the agent informed me that 10 customers in my area lost connection at the exact same time (12:30 PM), but Vodacom does not classify this as an “outage.” Instead, each affected household is expected to log an individual ticket. That is 10 families left without internet service, on a weekend, being told they must individually beg for resolution. This approach is unacceptable and shows clear disregard for your customers.

It is evident that the fault lies at your base station or line break, since multiple connections went down simultaneously. Yet no technician was dispatched, and no urgency was shown. One cannot help but question whether service levels differ between less affluent areas and wealthier ones—because it seems those areas receive priority response while we are left waiting.

This level of service is not only pathetic, it is deeply unprofessional. Internet is no longer a luxury; it is essential for families, work, and communication. Leaving 10 families disconnected all weekend is unacceptable.

The only reason my issue is now in progress is because the second agent I spoke to had the good sense to log a ticket. My reference is SR-***.

It has been barely two days since our internet was restored after the last prolonged outage, and now it is down again. Do you expect us to wait another week for your “service” to return?

I demand the following: 1. Immediate resolution of this outage no later than Monday. 2. An explanation as to why 10 households losing connection is not treated as an outage. 3. Accountability for the wrong information provided by your call center earlier in the day. 4. Clarity on how Vodacom Fiber Internet will prevent this recurring pattern of failure.

Please be advised: if this matter is not resolved by Monday, we will inform all local WhatsApp groups and the broader community about the poor level of service from Vodacom, and encourage collective action to hold Vodacom accountable. This email will also be kept on record for possible escalation to ICASA, should Vodacom fail to address this matter urgently.

Kind regards,