No internet for 5 days and no resolve

I have fibre line with Vodacom, on Friday the 31st March my internet just stopped working randomly in the morning around 9am without having had any issues previously. I then proceeded to log a service call with Vodacom where they told me to wait 24hrs, after 24hrs the issue still was not resolved. After calling them multiple times only for the call to disconnect after 3-4minutes without answer. At about the 8 or 9th Time I eventually got through only for them to tell me the ticket has still not been assigned and I will have to now wait 24-72 hours.

After requesting multiple updates on social media only to get the same automated response back every time, I was eventually contacted by an agent to take me through trouble shooting on the phone, after a 40 minute call and multiple attempts my internet was still not restored. In fact they seem to have no clue as to what the problem even is. I was them told to wait again. For it to be assigned to a specialist. Another 24-72 hour wait.

It has now been 5 days and I am still without internet. I not only think their service is completely atrocious, firstly there is no updates unless I hound them, secondly they don’t even know what the issue is and are unable to identify the problem, and lastly to be without a service that I pay for for over 5 days is just ridiculous. People are working from home their turnarounds are absolutely crazy and there is just no sense of urgency or care to get the issue resolved. Not to mention they make it so hard for us to switch ISPs and cancel our contracts.

I asked multiple times on social media for the process to cancel my contract and was just met with the same automated response of “we will look into the query” or “please allow more time for your request” - this is once again absolutely crazy working from home we do not have the luxury of being without connectivity for days on end without proper customer support. These guys need to be held accountable for terrible service that we pay for. I will not be reimbursed for the 5 plus days I was left without internet.

Today is day 5 and there has been a finger pointing exercise between Vodacom and Vumatel to resolve the issue. It has now been over 48hrs since ISP logged issue with vumatel and I am still waiting on feedback from them, no appointment has been scheduled and no eta on when they will show up to resolve the issue.