#worstservice

Empty promises

So on 7 December 2018 I app**** for Vodacom Fibre. My application was approved and I signed the contract electronically. I was informed that the next step is the delivery of the router and the installation from Metrofibre. The router was delivered on 11 December 2018.

Being mindful of all of the public holidays, I contacted Vodacom on 2 January 2018. I was advised that the request for the installation has not yet been sent through to Metrofibre and that it will be done the same day. Metrofibre contacted me to arrange for the installation on 9 January 2019, a month since my application has been approved.

Under the false impression that the internet will work the same day I waited patiently. I contacted Metrofibre later that afternoon to enquire if the activation has been finalized. Their offices informed me that Vodacom has provided them with the incorrect unit number and that they will have to send through a request before Metrofibre will be able to rectify the mistake. I contacted Vodacom immediately after this and reported my problem.

Again on 10 January 2019 I contacted the call centre to enquire whether the request had been sent through. I was advised that the request will be sent through. Again on 11 January 2019 I contacted the call centre only to be told that they now need to configure my IP address.

From being put on hold for up to 8 minutes at a time, to being transferred between sales and the technical department, I decided that I had enough of the poor service I had received to date.

I cancelled my contract on 11 January 2019 and asked Vodacom to confirm the costs I would be liable for. I contacted the call centre on several occasions only to be told that Vodacom will notify me via email about the costs. Not one call centre agent was able to confirm which costs I will be liable for.

I proceeded to apply for Fibre with a different service provider on 12 January 2019. I received a call on 15 January 2019 from a representative in your Sales and Retention Department enquiring on whether the unit number request has been resolved. I advised him that I have since cancelled my contract with Vodacom.

He then asked me whether there is anything that he can do to change my mind. I asked him about the costs which I will be liable for and he confirmed that I will be liable for the installation and the remainder of the contract. Being promised by him that the internet will be up and running by latest 16 January 2019 I decided to cancel the application with the other provider.

By the way, the other service provider has rep**** to each and every email that was sent to them and I should receive my refund within the next day or two.

I was contacted again yesterday morning. The representative confirmed that the internet should be online and that I need to check when I arrive at home.

I arrived at home, all excited about the possibility of finally having fibre at home, only to discover that the activation has not been finalized.

I contacted the call centre again and was informed that a representative needs to come out to configure the router. The estimated turnaround time for this is 21 business days. I was promised that the request was logged and that the matter has been escalated to his supervisor.

On even date I again contacted the call centre to enquire about the status of the request. I was advised that a request was never logged for the configuration. The consultant confirmed that the configuration can be done remotely and that it is not necessary for someone to visit my house. yet again a different story to the one I was told yesterday.

The consultant that convinced me to stay with Vodacom has also since disappeared off the face of the earth. No follow up to check whether I have been sorted, nothing. It has been more than a month since the application and more than a week since the installation has been finalized and I am yet to experience the amazing #vodacomsuperfibre.

Both me and my wife have made numerous phone calls and have lodged several complaints via Facebook. I am utterly disappointed in the service received to date.