URGENT: Paying for 100/50 Fibre but Receiving Less Than 20 Mbps – No Accountability

I am extremely frustrated and disappointed with the poor service delivery from Vodacom on the Vumatel network. On Tuesday, 03/03/2025, I upgraded from a 20/10 Mbps package (previously with SADV as ISP) to a 100/50 Mbps package with Vodacom. The sole reason for upgrading was that I work from home and require reliable, high-speed internet to perform my job. I am now being charged R829 for this upgraded service. Since the upgrade, my speeds have been less than 20 Mbps — which is completely unacceptable and in fact worse than what I had before upgrading. This defeats the entire purpose of paying for a premium package. What is even more concerning is the lack of clear communication and accountability. I have been following up since yesterday, yet: I have not received a clear explanation of what the actual issue is. I have not been informed whether a technician has been assigned. I have not been given a reference number with proper escalation feedback. I was given a so-called direct number for Vumatel ***), which is invalid. Providing customers with incorrect contact details is unprofessional and unacceptable. This situation is directly affecting my ability to work and earn a living. I upgraded in good faith and expect to receive the service I am paying for — not excuses and silence. I am demanding: • Immediate technical investigation • Written confirmation of escalation and technician allocation • A clear resolution timeframe • Billing adjustment or refund for the period where the service is not delivered as contracted If this matter is not resolved urgently, I will be forced to escalate it further to the relevant regulatory authorities. I expect urgent intervention.