Sanja Venter
New Member
- Joined
- Feb 21, 2021
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Horrible Service from Vodacom Fibre
We did our research and decided to use Vodacom as our ISP for fiber with a 100mbs line. The decision was made based on the reasonable price of the line, free installation, and the fact we could just add to our current monthly debit order. We have been Vodacom customers for more than 20 years and have 4 cellular contracts and 2 data contracts with them already. We spoke to the fibre sales depart and our router was delivered within 2 days. Installation (Frogfoot contractor) was done 3 days after the contract was submitted to Vodacom. We were very happy with the service and was excited to start using our new fibre connection. However, our excitement was short lived and what has followed thus far is disappointing to say the least. The fibre line was installed on Friday 12 February, we called the Vodacom call centre to activate the line, but a a recorded message indacated that their operating hours is from 9am to 7pm. We phoned back at 9am on Saturday 13 February 2021. The consultant indicated that they need to log an activation request with the technical department. After which it will take 48 hours before we would have internet access. We waited 48 hours but on Monday at 10am we still had no service. Phoned the call centre again, consultant informed us that the line should be working by 2pm. At 3pm we phoned again. For the first time the consultant asked for a SR number. We NEVER recieved one. So at 3pm after several calls we eventually had a SR number. The consultant said she is very sorry but it will take 48 hours after we recieved the SR number for the line to be activated. But wait there is more: We waited 48 hours and phoned on Wednesday 17 February 2021 again, since we STILL had no internet connection. The consultant said they will escalate the issue and we should have internet by 5pm. At 6pm we phoned again. Spoke to a guy named Michael. He said that the technical department has not attended to the issue yet, but he will call back at 7pm to tell us what is happening. Have to give him points for actually calling back. But he said he has send an email to a manager, the manager will phone us on Thursday. He never phoned. On Thursday we phone customer care, again. The consultant said the technical department has logged a ticket and it will take 24 hours for the issue to be resolved. On Fiday we phoned to follow up. The consultant replied that we do not have a live Fiber feed in our area. Which is total nonsense. When we told her that she is giving us false information just to get rid of us, she refused to identify herself. Told us, we are not the police and she does not have to tell us anything. And then dropped the call. We phoned back, spoke to a different consultant who apologized for the prevoius call and said we will definitely have internet by midnight. But wait thats not all. On Saturday 20 February 2021 we still had no internet access. We phoned at 11am to find out what is going on, the consultant said sorry, technical department does not work over weekends. We should call back on Monday. We are so fed up! Horrible, horrible service
We did our research and decided to use Vodacom as our ISP for fiber with a 100mbs line. The decision was made based on the reasonable price of the line, free installation, and the fact we could just add to our current monthly debit order. We have been Vodacom customers for more than 20 years and have 4 cellular contracts and 2 data contracts with them already. We spoke to the fibre sales depart and our router was delivered within 2 days. Installation (Frogfoot contractor) was done 3 days after the contract was submitted to Vodacom. We were very happy with the service and was excited to start using our new fibre connection. However, our excitement was short lived and what has followed thus far is disappointing to say the least. The fibre line was installed on Friday 12 February, we called the Vodacom call centre to activate the line, but a a recorded message indacated that their operating hours is from 9am to 7pm. We phoned back at 9am on Saturday 13 February 2021. The consultant indicated that they need to log an activation request with the technical department. After which it will take 48 hours before we would have internet access. We waited 48 hours but on Monday at 10am we still had no service. Phoned the call centre again, consultant informed us that the line should be working by 2pm. At 3pm we phoned again. For the first time the consultant asked for a SR number. We NEVER recieved one. So at 3pm after several calls we eventually had a SR number. The consultant said she is very sorry but it will take 48 hours after we recieved the SR number for the line to be activated. But wait there is more: We waited 48 hours and phoned on Wednesday 17 February 2021 again, since we STILL had no internet connection. The consultant said they will escalate the issue and we should have internet by 5pm. At 6pm we phoned again. Spoke to a guy named Michael. He said that the technical department has not attended to the issue yet, but he will call back at 7pm to tell us what is happening. Have to give him points for actually calling back. But he said he has send an email to a manager, the manager will phone us on Thursday. He never phoned. On Thursday we phone customer care, again. The consultant said the technical department has logged a ticket and it will take 24 hours for the issue to be resolved. On Fiday we phoned to follow up. The consultant replied that we do not have a live Fiber feed in our area. Which is total nonsense. When we told her that she is giving us false information just to get rid of us, she refused to identify herself. Told us, we are not the police and she does not have to tell us anything. And then dropped the call. We phoned back, spoke to a different consultant who apologized for the prevoius call and said we will definitely have internet by midnight. But wait thats not all. On Saturday 20 February 2021 we still had no internet access. We phoned at 11am to find out what is going on, the consultant said sorry, technical department does not work over weekends. We should call back on Monday. We are so fed up! Horrible, horrible service