Zero Customer Service from Vodacom in Fiber Installation Process

My recent and still ongoing experience with Vodacom Fiber has been one of great frustration and disappointment. Signing up for Fiber by Vodacom, started off great..everything went downhill after that.

App**** for fiber on 23 July 2020 with Vodacom, confirming that the infrastructure will is managed by Frogfoot, with Vodacom being the ISP. Specific information was shared that I'll be cancelling my fiber service with a competitor service provider due to service issues and that the line will be disconnected by 31 August 2020.

Having only received my Vodcom router a couple of days after submitting the order, I started following up with Vodacom on my installation from 20 August 2020 as no one has contacted me from either Vodacom or Ftogfoot. It has been 5 weeks that I've waited, followed up and drove Vodacom's processes. With zero input or drive from Vodacom, they don't call back, they do not follow-up.

The irony of all this is that the sub-contractor (Frogfoot) received the installation order on 27 July 2020.

In stead it was asked of me to provided photos of the fiber box and confirmation that I cancelled my previous service. To date the service has still not been installed by Vodacom or Frogfoot with me calling and following up daily now, not only is it costing me time, but also money in the extensive amount of calls i have to make to follow up.

Based on my experience so far, these are the issues I see: - Vodacom does not manage their sub-contractors. In fact the sub-contractors manage Vodacom. - There is no management or control on customer orders. Vodacom does not seem to monitor the lapse time on customer orders. As such they are not managing customer expectation. - Service Desk consultants take the brunt of customer frustration, as they are not able to escalate or influence the issue. The comments I get is that they need to email the manager or log a ticket. In light of that they have no management support. - There is no accountability in this process. Sales should have noticed a long outstanding order by now. Project managers should be sitting on-top of the sub-contractors. Vodacom should be in constant contact with customer. - They do not commit to anything, request them to call you back with updates or information. It will not happen, you will have to call them back and waste more time and money.

The bottom line is, if you want fiber to be provided by Vodacom. You need to be prepared to do their work for them as they don't care about you as a customer.