Line fiasco - Is Vodacom Fibre trolling me for being with CI

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Mosgi

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Late last year we had a connectivity break, turned out to be a physical connection on the main line outside.

Tech came and said the original install wasn't done correctly with the connection box put in a plastic bag under some cardboard. The tech that came to fix it said he'd report it back to the office.

Since then the line broke again over half a dozen times, the tech indicating he is only allowed to do the same spoeg and plak repair, which in some cases only lasted hours before breaking resulting in a week of no connection while it's reported through the channels, and him coming back again.

Eventually I requested a new line to be installed only for the exact same person to show up and do the thing which broke again.

At this point I paid for someone else to run a whole new line. It was just costing too much spending that much downtime. Evidently the issue was VC couldn't decide on who had to pay for the new line, and to date I'm just the one screwed, & out of pocket.

Until recently when the issues started again. Back and forth, it's up for a few hours then disconnected again, reported to VC then up for a little bit, and down. My neighbours aren't experiencing the same challenges seemingly.

Is there any chance this is intentional and should I actually just give up on flogging what seems to be a 404 dead horse now.
 

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Mosgi said:
Late last year we had a connectivity break, turned out to be a physical connection on the main line outside.

Tech came and said the original install wasn't done correctly with the connection box put in a plastic bag under some cardboard. The tech that came to fix it said he'd report it back to the office.

Since then the line broke again over half a dozen times, the tech indicating he is only allowed to do the same spoeg and plak repair, which in some cases only lasted hours before breaking resulting in a week of no connection while it's reported through the channels, and him coming back again.

Eventually I requested a new line to be installed only for the exact same person to show up and do the thing which broke again.

At this point I paid for someone else to run a whole new line. It was just costing too much spending that much downtime. Evidently the issue was VC couldn't decide on who had to pay for the new line, and to date I'm just the one screwed, & out of pocket.

Until recently when the issues started again. Back and forth, it's up for a few hours then disconnected again, reported to VC then up for a little bit, and down. My neighbours aren't experiencing the same challenges seemingly.

Is there any chance this is intentional and should I actually just give up on flogging what seems to be a 404 dead horse now.
Click to expand...
Maybe that ONT / fibre to eth converter is messing around? can they not try swapping it out?
 
Mosgi said:
Late last year we had a connectivity break, turned out to be a physical connection on the main line outside.

Tech came and said the original install wasn't done correctly with the connection box put in a plastic bag under some cardboard. The tech that came to fix it said he'd report it back to the office.

Since then the line broke again over half a dozen times, the tech indicating he is only allowed to do the same spoeg and plak repair, which in some cases only lasted hours before breaking resulting in a week of no connection while it's reported through the channels, and him coming back again.

Eventually I requested a new line to be installed only for the exact same person to show up and do the thing which broke again.

At this point I paid for someone else to run a whole new line. It was just costing too much spending that much downtime. Evidently the issue was VC couldn't decide on who had to pay for the new line, and to date I'm just the one screwed, & out of pocket.

Until recently when the issues started again. Back and forth, it's up for a few hours then disconnected again, reported to VC then up for a little bit, and down. My neighbours aren't experiencing the same challenges seemingly.

Is there any chance this is intentional and should I actually just give up on flogging what seems to be a 404 dead horse now.
Click to expand...
If the line is physically broken each time is intentional yes. But that doesn't make any sense.

Any pics or is it just according to the tech?
 
This is what the connection was before I paid someone to do it right. The spoeg and plak was effectively this over and over again.

Forgot to mention they had decided to "splice" the two together right by a rainwater outlet, and the breaks happened every time it rained.

Pretty sure that's an indoor box.


1000191695.jpg
 
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Reactions: xtm
Hi, sorry that sounds like a nightmare.

Can you quote a support ref or pm me a client code to investigate?
 
Mosgi said:
Late last year we had a connectivity break, turned out to be a physical connection on the main line outside.

Tech came and said the original install wasn't done correctly with the connection box put in a plastic bag under some cardboard. The tech that came to fix it said he'd report it back to the office.

Since then the line broke again over half a dozen times, the tech indicating he is only allowed to do the same spoeg and plak repair, which in some cases only lasted hours before breaking resulting in a week of no connection while it's reported through the channels, and him coming back again.

Eventually I requested a new line to be installed only for the exact same person to show up and do the thing which broke again.

At this point I paid for someone else to run a whole new line. It was just costing too much spending that much downtime. Evidently the issue was VC couldn't decide on who had to pay for the new line, and to date I'm just the one screwed, & out of pocket.

Until recently when the issues started again. Back and forth, it's up for a few hours then disconnected again, reported to VC then up for a little bit, and down. My neighbours aren't experiencing the same challenges seemingly.

Is there any chance this is intentional and should I actually just give up on flogging what seems to be a 404 dead horse now.
Click to expand...
HI there, apologies for the persisting issues here,.
I have located your ticket, (#COOL-20250108-2288235) and have asked our team to escalate this matter for you.
 
Hi @Mosgi

Vodacom has advised they have been trying to reach you since the 10th, are you able to confirm your contact details via the ticket perchance?
 
CoolEscalator said:
Hi @Mosgi

Vodacom has advised they have been trying to reach you since the 10th, are you able to confirm your contact details via the ticket perchance?
Click to expand...
Yup - nothing has changed.

That's very bizarre, and I'd have a missed call from them surely on my Vodacom number.

Thanks for the help.

I'll post it to the ticket.
 
Mosgi said:
Yup - nothing has changed.

That's very bizarre, and I'd have a missed call from them surely on my Vodacom number.

Thanks for the help.

I'll post it to the ticket.
Click to expand...
Indeed, I believe our team also reached voicemail when trying to reach you.
Thanks, we will await the contact details accordingly :)
 
CoolEscalator said:
Indeed, I believe our team also reached voicemail when trying to reach you.
Thanks, we will await the contact details accordingly :)
Click to expand...
Nope, I meant the only missed call I've had for the past week that wasn't family is CI at just after 10am today.

There is zero evidence that they've tried to reach me since the 10th and failed.

Alas it's another weekend without connectivity yet again. Last time I reported the fault on Wednesday and they only called on Tuesday the next week to schedule an appointment for Thursday that week.

When I expressed concern the 3rd party they use for calls said they had only been notified that day. This cannot be normal since I still pay full price while being connected progressively fewer and fewer days in a month, and spending thousands on data.
 
Mosgi said:
Nope, I meant the only missed call I've had for the past week that wasn't family is CI at just after 10am today.

There is zero evidence that they've tried to reach me since the 10th and failed.

Alas it's another weekend without connectivity yet again. Last time I reported the fault on Wednesday and they only called on Tuesday the next week to schedule an appointment for Thursday that week.

When I expressed concern the 3rd party they use for calls said they had only been notified that day. This cannot be normal since I still pay full price while being connected progressively fewer and fewer days in a month, and spending thousands on data.
Click to expand...
Thank you for the additional information.
We have followed up with the Service Delivery Manager at Vodacom again in this regard, and our team will be sure to keep you updated.
 
CoolEscalator said:
Thank you for the additional information.
We have followed up with the Service Delivery Manager at Vodacom again in this regard, and our team will be sure to keep you updated.
Click to expand...
@Mosgi
Vodacom has advised they are still struggling to get ahold of you on the provided number. They have also advised they are trying again this morning.
Is it possible you have their number blocked at all?
Alternatively, is there an alternative number, family member maybe, that we can provide them with? Please do share this info via the ticket.

EDIT: @Mosgi Vodacom has informed us they are attending at 16:30pm today. Please confirm if they shceduled this with you? And if you are going to be available?
 
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Hi @Mosgi
Our team has let me know the issue should be resolved. Please feel free to reach out should you need anything else :)
 
This is excellent thank you, it's been up since they came to check on the line. Found a break on the line closer to the manhole.

Thank you so much, much appreciated.
 
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