Vodacom cannot provide the service I require, now what?

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Wolfling

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Hi

I have been having issues with my VC data connection from my place of work for about 2 months now. I only use the data connection from work as I have ADSL at home.

After several posts here and PM's to VC personel, the problem was escalated to the 'Advanced Data Support'. Call reference A5-3F3S-3Z101.

Today I received a call from VC. They have sent a technician, he measured my signal strength and identified a problem causing the througput on my connection to be low and intermittant. This is apparently a known issue and VC is planning to work on it.

This is however where my problem comes in. They refuse to give me a estimated time when this will be fixed. They cannot even give me a ball-park time (eg weeks/months/years). This effectively mean I am out in the dark and I am paying for a service that I cannot use. Yes, they are planning to fix it, but they cannot give me a date (or even an estimate) so they are giving me NOTHING.

I do not expect VC to reply, just ignoring this post, or even closing it or moving it to a different thread where it wont attract that much attention. But I will give them the opportunity to respond first.

My question is: When will this problem be resolved, and while the service I am getting is sub-standard, will VC waiver the fee I must pay them?

Based on the reply I receive (or lack thereof) I will take the next step, which may include legal action.
 
Has the service at your current location ever been adequate? If not, why not return it the next day?

If you let them know about the problem within 7 ( I think ) working days of signing the contract, they have to terminate it at your request as per the CPA.
 
bullzeye.za said:
Has the service at your current location ever been adequate? If not, why not return it the next day?
Click to expand...

I got the data contract 3-4 months ago. I started noticing the problem 2 months ago and it got progressively worse. On Monday last week I could not connect at all.
 
Hi Wolfling

Can you DM me the techies details? I'm check on Global and email/call him

Thanks
 
I've been struggling with Vodacom for a long time now. Switching to MTN at the end of my contract. Their data network is next to useless.
 
SphereZA said:
Hi Wolfling

Can you DM me the techies details? I'm check on Global and email/call him

Thanks
Click to expand...

I dont have any details on the techie himself. I was actualy in a meeting this morning when the called, so I did not take it down. The only detail I have is the call ref no which is A5-3F3S-3Z101.
 
Nothing will happen :/

I spend thousands waiting for the same thing. I also had the technical come out and check signal - only to confirm it's horrible. I get the same thing as you about fixing the problem with no time frame.

Since June I've paid over R4,000.00 for ... nothing. I've also had to take out another contract for the data. Then to cancel the contracts prematurely is another R6,000.00 .... laughable really!

At this stage I'd be happy if they just migrated me to the cheapest package and let it run through the month - since they have no intent to actually help or assist anyway.

Oh - and forget that 'take them to the CPA!' story ... I've realised when it comes to making use of it, there's no contact person/number/details and no one knows what to do with them anyway.

I'd always hoped that morally they'd cancel the service they can't provide and charge me only for the handset - but it seems I've been mistaken for years.
 
Wolfling said:
Hi

I have been having issues with my VC data connection from my place of work for about 2 months now. I only use the data connection from work as I have ADSL at home.

After several posts here and PM's to VC personel, the problem was escalated to the 'Advanced Data Support'. Call reference A5-3F3S-3Z101.

Today I received a call from VC. They have sent a technician, he measured my signal strength and identified a problem causing the througput on my connection to be low and intermittant. This is apparently a known issue and VC is planning to work on it.

This is however where my problem comes in. They refuse to give me a estimated time when this will be fixed. They cannot even give me a ball-park time (eg weeks/months/years). This effectively mean I am out in the dark and I am paying for a service that I cannot use. Yes, they are planning to fix it, but they cannot give me a date (or even an estimate) so they are giving me NOTHING.

I do not expect VC to reply, just ignoring this post, or even closing it or moving it to a different thread where it wont attract that much attention. But I will give them the opportunity to respond first.

My question is: When will this problem be resolved, and while the service I am getting is sub-standard, will VC waiver the fee I must pay them?

Based on the reply I receive (or lack thereof) I will take the next step, which may include legal action.
Click to expand...

Hi Wolfling

I have checked on the SR Ref you provided and i see that there will be a Tower erected close to you called Walters. i don't have a timeline for you but have asked the person dealing with your query to confirm a date.

Regards

VD
 
Why can't VC just give a credit or something in these situations - seems crazy that they drag their name through the mud like this.
 
Jola said:
Why can't VC just give a credit or something in these situations - seems crazy that they drag their name through the mud like this.
Click to expand...

i'm sure the OP would be happier if their account is frozen for the next few months & the billing /contract continued as soon as the service was restored.

& honestly if the SP can't restore the service in 6months(did work before) then they should bill their client for the device & release them from the contract. It would be VC that broke the contract by no longer providing a sustained service where there was one previously.
 
Jola said:
Why can't VC just give a credit or something in these situations - seems crazy that they drag their name through the mud like this.
Click to expand...

I fully agree.
I have been waiting for 4 years now for our area (South Crest, Tulisa park, Steeledale) network to be upgraded. No timeline were given either. Still waiting. In the meantime I went over to 8ta. What a great difference!
 
VC has at last upgraded their data service in my area, after 9 years of 2G I can now connect with 3G.

But due to the cost of the VC service I am now invested in Cell C.

I only use VC when I go to Yzerfontein, Kruger Park, Tzaneen, etc, which is not that often.
 
VodacomData said:
Hi Wolfling

I have checked on the SR Ref you provided and i see that there will be a Tower erected close to you called Walters. i don't have a timeline for you but have asked the person dealing with your query to confirm a date.

Regards

VD
Click to expand...

Yep, they called me this morning, twice already (the first time I was driving and I dont answer calls while driving). The whole story was explained again, including that a tower is being erected. However still no timeline.

My problem is, if VC say its going to take 3 weeks, I can go get a pay-as-you-go account from another provider, and a month later (when the service is working), switch back. I can even do that for 3 months, but if it is going to take longer I will need to seek a more permanent solution. However if VC give me no timeline, I have to assume the worst, which means never, and cancel the contract and go to different provider.

If the project is already being worked on, then surely VC should have an estimated time of completion. Why cant they give me that date?
 
Venomous said:
i'm sure the OP would be happier if their account is frozen for the next few months & the billing /contract continued as soon as the service was restored.
Click to expand...

Yes that is the solution I am seeking. If it can be fixed in a few weeks/months, just freeze the account. I will get a CellC/MTN/8ta sim and top it up for the period as I need it. Once the problem is fixed, we continue with the contract.

I have been a customer for 7 years with VC. Service goes up and down. Availablity gets tight and then you put in more infrastructure and it gets better. I am in project management myself and in the IT industry, so I understand the problem. I do not want to cancel my contract, but if they cannot provide me with a service, I have to make an alternate choice.

As I lack the information to make an informed decision, I have to assume the worst. Give me the information to make an informed decision and the result may change.
 
A while back I found myself in the same situation with MWeb/MTN, where the service I had enjoyed from home for most of the contract suddenly stopped when my local tower went down and stayed consistently unrepaired.

After a lot of huffing and puffing and hassle they did eventually agree to terminate my contract early, without penalty, accepting that they could no longer provide the service which I had signed up for. So things DO work in the consumer's favour, sometimes!
 
Aaarrrrgggghhh.

Can somebody please indicate to me when this will be fixed, or when my contract will be canceled. This has been two weeks now. I had to refresh this page three time just to get it to display!
 
Ok, ive had a call from VC Cancelations.

They are prepared to cancel my contract 'without penalty'. What exactly that means I am not sure but I will monitor my account and start issuing forth expletives (in here) if there are any problems.
 
Wolfling said:
Ok, ive had a call from VC Cancelations.

They are prepared to cancel my contract 'without penalty'. What exactly that means I am not sure but I will monitor my account and start issuing forth expletives (in here) if there are any problems.
Click to expand...

Good luck!
 
Wolfling said:
Ok, ive had a call from VC Cancelations.

They are prepared to cancel my contract 'without penalty'. What exactly that means I am not sure but I will monitor my account and start issuing forth expletives (in here) if there are any problems.
Click to expand...

Congrats, man!

I'd have chosen cancellation over a booster, as I had to get into another contract to provide me with data. At least my calls won't drop often on the voice side :/
 
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