What service? Totally useless staff and no urgency from anyone

Stay far far far far far away from VODACOM AND THEIR FIBRE OFFERINGS

I'd like to express my extreme disappointment and regret in signing up for FTTH with vodacom. I waited for almost 2 months for the fibre to be installed. I've been waiting for another 2 weeks just to be activated. Post installation there was an issue with regards to the fibre in my area and had I not made the effort of contacting Metro fibre myself I belive that my line would still not be online. I have literally been struggling and have sat without an internet connection due to the fact that I had cancelled my 5G Internet access (as I believed the agent when they told me that my fibre would be active in 24hours on the 7th April).

My first SR number is *** This service request was escalated at least 4 times. I had to call in daily because I did not receive any feedback or updates about the status of my service request.

The blame had constantly been moved back and forth for 2 weeks. First I was told that a previous order delayed the activation process. This I confirmed with the previous ISP (Accelerit fibre). The order was not completed due to the lack of infrastructure in my area at the time.

Thereafter I was told that there was an issue within the infrastructure, but this was only realized due to my constant scrutiny in search of proper answers.

07 April - I spoke with Bulelane, he said that he'd escalated the matter and assured me that my fibre would be active within 24hours

08 April - spoke with another agent (forgot his name as I was driving at the time) he too assured me that he'd escalated the matter and sent a direct email for activation.

09 April - spoke with Jason, he again escalated the matter and said that activation will occur in 24 hours time. He also said that he'd send me an sms confirming this.

Called back and spoke to Mathapelo and enquired if Jason had in fact escalated as a good few hours had passed and I still had not receive any sms from Vodacom-Fibre

10 April - spoke to Kyle who once again stated that he had escalated the matter and assured me that my line would be activated by the next morning.

11 April - spoke with Mpho who had stated that she detected that the cause of the delay was due to an order placed with another ISP (THIS WAS ACCELERIT).

12 April - confirmed with Accelerit that my cancelled order placed in December 2020 had also cancelled the line request with Metro fibre.

The sales manager at Accelerit had confirmed this with JP from Metro fibre (Key Accounts).

13 April - spoke with Mandisi who submitted another request and said to give it 48 hours. Also provided me with his email address and said that I should "simply" just send him an email with my service request number and update in the subject line after 48 hours. Did that he failed to acknowledge my email nor respond to it.

15 April - spoke with Botsheedo, she checked all the info on the file and escalated again. Said that she would call me back personally with updates as it comes in.

She was the ONLY AGENT that had KEPT HER Word (albeit once) as she had called me back about an hour later to confirm that Metro fibre had assigned a technician to resolve my line issue.

17 April - spoke with Nkateko who checked the service request history then again escalated the matter and requested activation. He said to give it 24 hours. But also request to speak to a manager (this was not done as he said that he can't transfer).he said that he'll send me details to the manager.

18 April - spoke with Nkateko again. Told him that my line is still not active aked again for the manager to call me.

But 6 hours later guess what...

NOTHING!

THIS COMES AFTER ADVISING THE STAFF SINCE THE 9TH THAT MY CONNECTIVITY ID ABOUT TO END WITH MY PREVIOUS ISP (5G).

SO PLEASE TELL ME IS THIS HOW CUSTOMERS ARE TREATED?

I have now asked for my order/s to be cancelled as there is no urgency despite me pleading and asking help in getting my fibre up and running and activated on NUMEROUS OCCASIONS.

Now you tell me what is the way forward?