AE
Andries E
1 reviews | Active since Mar 2025
07 Mar 2025, 11:36
Worst service
If this was the first time struggling with Vodacom Fibre, I wouldn't even bother writing a review. On 26 February I called Vodacom to report my Fibre not working. A lot of promises, technicians will be send, and still nothing. The operators at Vodacom will promise to call back, but you have to call them as you don't get any service. One of the operators even yelled at me
You have to pay for service that you actually don't get. So Vodacom is *****ing from me. I can see that there are a lot of complaints regarding Vodacom's service. Will Vodacom do something, or is it just all about the money?
Helpful (0)
Replies (3)0
Replies (3)
Vodacom's replyOfficial
07 Mar 2025, 12:05Dear 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 reply07 Mar 2025, 12:05
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
AE
Andries E's updateReviewer Update
07 Mar 2025, 12:34Every day for 9 days the same replie some one will contact you and no one does. You send a price increase and the fibre is down Vodacom Fibre are the worst.
AE
Andries E's update07 Mar 2025, 12:34
Reviewer Update
Every day for 9 days the same replie some one will contact you and no one does. You send a price increase and the fibre is down Vodacom Fibre are the worst.
AE
Andries E's updateReviewer Update
12 Mar 2025, 14:27Good day
You keep escalating the problem with NO solution. Your answer on each and every complaint on Hello Peter are EXACTLY the same
No one will call me back, I will receive NO email from the Fibre Escalations Department, because it's been like that from 26 February. Yesterday the technicians were supposed to come to my house. I'm still waiting on them.
According to Vodacom's Terms and Conditions, and I quote:
You keep escalating the problem with NO solution. Your answer on each and every complaint on Hello Peter are EXACTLY the same
No one will call me back, I will receive NO email from the Fibre Escalations Department, because it's been like that from 26 February. Yesterday the technicians were supposed to come to my house. I'm still waiting on them.
According to Vodacom's Terms and Conditions, and I quote:
Complaints Handling Procedure
- Vodacom will endeavour to resolve all customer related service interruptions timeously;
- If the customer believes that the problem is not being adequately attended to; please contact our Contact Centre on *** (available 24 hours) and request to speak to the Contact Centre Manager (or an authorised delegated representative) to facilitate the escalation.
- The escalation will be investigated and feedback will be provided to the customer within a reasonable turnaround time
- This provision shall hold for all queries where internal competencies abound for resolution. Where the resolution of a query is dependent on the input of a third party network provider (e.g. network element, value added service or service provisioning interfaces and/or installation), resolution would be dependent on Service Level Agreements (SLAs) agreed with network/service provider and to the extent that the customer is not required to engage with the third party network provider directly
- If the customer is not satisfied with the resolution; the customer has the right to request the Contact Centre Manager to further escalate the matter to FTTH Escalations for further through which a Service Request Reference number will be communicated with the customer and will be used in all further correspondence with the customer
- Upon exhaustion of all aforementioned options to resolve complaint(s) and a customer is still not satisfied with Vodacom, such customer is at liberty to escalate his grievance(s) to the Independent Communications Authority of South Africa (ICASA).
- If the customer believes that the problem is not being adequately attended to; please contact our Contact Centre on *** (available 24 hours) and request to speak to the Contact Centre Manager (or an authorised delegated representative) to facilitate the escalation.
I asked to speak to a manager, and the managers are never available. I've called in 32 times. I am now going to lodge a complaint with ICASA
AE
Andries E's update12 Mar 2025, 14:27
Reviewer Update
Good day
You keep escalating the problem with NO solution. Your answer on each and every complaint on Hello Peter are EXACTLY the same
No one will call me back, I will receive NO email from the Fibre Escalations Department, because it's been like that from 26 February. Yesterday the technicians were supposed to come to my house. I'm still waiting on them.
According to Vodacom's Terms and Conditions, and I quote:
You keep escalating the problem with NO solution. Your answer on each and every complaint on Hello Peter are EXACTLY the same
No one will call me back, I will receive NO email from the Fibre Escalations Department, because it's been like that from 26 February. Yesterday the technicians were supposed to come to my house. I'm still waiting on them.
According to Vodacom's Terms and Conditions, and I quote:
Complaints Handling Procedure
- Vodacom will endeavour to resolve all customer related service interruptions timeously;
- If the customer believes that the problem is not being adequately attended to; please contact our Contact Centre on *** (available 24 hours) and request to speak to the Contact Centre Manager (or an authorised delegated representative) to facilitate the escalation.
- The escalation will be investigated and feedback will be provided to the customer within a reasonable turnaround time
- This provision shall hold for all queries where internal competencies abound for resolution. Where the resolution of a query is dependent on the input of a third party network provider (e.g. network element, value added service or service provisioning interfaces and/or installation), resolution would be dependent on Service Level Agreements (SLAs) agreed with network/service provider and to the extent that the customer is not required to engage with the third party network provider directly
- If the customer is not satisfied with the resolution; the customer has the right to request the Contact Centre Manager to further escalate the matter to FTTH Escalations for further through which a Service Request Reference number will be communicated with the customer and will be used in all further correspondence with the customer
- Upon exhaustion of all aforementioned options to resolve complaint(s) and a customer is still not satisfied with Vodacom, such customer is at liberty to escalate his grievance(s) to the Independent Communications Authority of South Africa (ICASA).
- If the customer believes that the problem is not being adequately attended to; please contact our Contact Centre on *** (available 24 hours) and request to speak to the Contact Centre Manager (or an authorised delegated representative) to facilitate the escalation.
I asked to speak to a manager, and the managers are never available. I've called in 32 times. I am now going to lodge a complaint with ICASA