Prolonged outage

Dear Vuma and Vodacom Team, Ticket Number: ***7 I am writing to formally escalate an ongoing issue regarding my router reinstallation and the unacceptable service I have received under the above ticket number. I have been without internet since Saturday, and despite multiple follow-ups, the issue remains unresolved. On the scheduled day of installation, I waited at home the entire day. A technician later called and said he was nearby, but unfortunately I had briefly stepped out after waiting for hours with no communication. He then informed me that it was already past 3pm and that he needed to go home to cook for his children. This was extremely frustrating, especially because the Vodacom agent had advised that Brandon would arrive between 4pm and 5pm. I asked if the technician could please come the following day (today) around 10am, before I go to work. He said it would “depend.” No one arrived, and no one communicated with me. Since Saturday, I have made countless calls and follow-ups. Instead of assistance, I have experienced rudeness and a complete lack of accountability from both Vodacom and Vuma. To make matters worse, a Vodacom consultant advised me that the technician had gone to another area with an outage and that I should buy data in the meantime. This is unacceptable — I am paying for a fibre service that I am not receiving. I would like clarity on the following: Who will refund or credit me for the days I have not been able to use my service? Why appointments are scheduled and not honoured? Why customers are expected to carry the cost of poor coordination and service delivery? The manner in which this matter has been handled has left me feeling dismissed and disrespected as a customer. I expect this issue to be treated with urgency and professionalism. Please provide: Immediate resolution with a confirmed installation time Refund or service credit for downtime A formal explanation for the poor service and missed appointments I look forward to your urgent response. Kind regards, Katleho