Vodacom

I was contacted to apply for the Vodacom Fibre internet service in my area. I was approved and recieved my Vodacom wifi router 2 weeks later after complaining to RAM about delayed delivery. I am now waiting for 23 days since receiving my approval for my installation. After numerous emails and attempts to call the Vodacom call centre my call was answered by a gentleman by the name of Kyle. Who could only advise me that my order is lying with the installation teams and I will unfortunately have to wait for their call for an appointment to be arranged for the installation. Vodacom does not keep to their set turnaround times and don't even have the decency to notify their customers about the reasons for the delays. Frustrated unhappy don't want their service anymore but don't have a choice customer.

I spoke to Nosipho 18H30 today, she was very rude. It is very fustrating to speak to a consultant who does not know anything about customer support. She does not even give you a chance to explain yourself all she does it talk back and asking vague questions.

I was not happy with the level of disrepect and someone who lack skill to communicate accordingly with customers. She is very rude and I wont allow someone to disrespect me like that. She might think she is doing me a favour but delivering support but in a nutshell she need us to keep her job. Even after telling her that I am going to report this she showed no remorse and kept quite for about 5 min on my expense, my time waiting for her to help. What got to me was when she breath so heavily and asking me that am I done. Imagine the level of disrespect

Ref: SR210525/629829

WE HAVE REPORTED THE ISSUE MULTIPLE TIMES AND TO DATE HAVE NOT RECEIVED FEEDBACK OR ANY UPDATES.

The installation was done POORLY.

We have emailed photos.

Wires was left loose on the ground and on top of the roof.

URGENT RESPONSE WILL BE
APPRECIATED.

We have children here and the loose wires is a security risk.

The sprinkler system was also damaged during the installation.

[protected]
[protected]
CH THOMPSON

My vodacom Fiber has been cut off wrongfully.
Since 16 July 2021 i have been calling vodacom twice every day to have my network restored. On 22 July 2021 i recieved an email for cancelation of my contract. I then called them again to understand why i have received this email! Apparently i logged a cancellation of my contract on 6 July 2021.
This is incorrect!
Now a week later i still do not have internet and i am informed to wait another 2 to 3 days to process the cancelation reversal!

Last Year early July I tried to take a device cover with Vodacom since I had a Sim only account with them however the device cover was declined and then in August 2020 I realised that my monthly amount has increased I then went through my Vodacom statement only to find out that I have an active device cover when I called vodacom they referred me to Finrite, Finrite told me I do not have an active insurance I told them I saw that I was paying for it on my Vodacom account I was then advised that it will be canceled later around October 2020 the issue wasn't resolved I called again I was told it will be canceled again and I will be credited all the amount back to my Vodacom account, and then nothing like that happen around March 2021 I was furious I called and then I had an argument with the agent she then managed to cancel it received all the messages and then I was again advised that I will be credited back to my Vodacom account within the next 30days after 40days I called and asked why haven't I been credited they said they had a backlog

In April 2021 I was still paying for the device cover and worse part they went on my bank and debited the amount again I called I was told it was a system error and I wanted an explanation on how did that happen because it was canceled I am still waiting to be credited I was told that on the application was reactivated probably it was also a system error even today I am still paying for something that was declined

On the verge on canceling this contract with vodacom. It's been 2 months into. It, and already I'm experiencing hell! Called in to switch my debit order and nothing and now they want to make the arrears issues my issues, I need this resolved ASAP! Tried to apply for something, I'm told. I'm listed by vodacom after no one even tried calling me from vodacom I called them to assist me debit order switched told them they need to follow up because my dad was sick at the time I was in and out of hospital and he passed away of Covid last week I cannot be dealing with that and the incompetency of vodacom staff I need this fixed

Vodacom fibre customer service is utterly useless. I have called numerous times to get my internet up and running for 2 weeks since installation but nothing...they seem to be utterly clueless as time why my internet is down, No explanation its just 'escalation' after escalation. I constantly have to be calling and asking whats happening and the team leader who guaranteed that my internet will be up and running by eod today has not delivered. Im extremely agitated, my bill is even running for something that is not functioning...

Good day
Our fibre been out since Saturday 17/07/21 and Sunday morning logged a fault, Service request SR210718-843050, Monday 19/07/21 someone called me and said they would get back.
Today 20/07/21 no one called me yet and I phone and they said they would get them to phone me.
3 days no internet and I don't know what's going on.
Help please

I received my new Lte on the 30th of June. After a struggle i manage to get it activated. Its been offline since 11 July and after calling their customer service the guy told me it had to be activated again. So i had to wait 24 hours. Nothing so i called again must wait 24 hours again. On Fryday 16 July i tried again. The lady told me i must stop calling they dit log a fault and must wait till Monday. Se forward a printout of the data that was used but that was not even 2 gig. They cant tell me what happened to the 100 gig. Monday she phone me back to tell me because it was weekend nobody could attend to it and they will call me again
Still waiting.

Fibre has been down from the 09 July 2021, i have since logged a call and keep getting the same response day in day out that it has been escalated and they can only send an email. I have asked numerous times to speak to senior person but I have yet to hear from them. The only response is that they will credit my account, are you going to credit the additional data that i load on my mobile devices? My son is missing school due to the incompetence of Vodacom.

Since 9 July I reported a faulty internet connection. None of the resolutions methods of call centre worked. Then they started promising me that my request SR210709812537 will be escalated to the next level. Every day since 9 July I have been phoning 0821904 with somebody promising me that they will call me back - it never happens. And when it does they tell me that hey escalted it and that person will phone

Unacceptable

My fibre has been off since the 9th. Today marks my 6th day without internet.

I have phoned everyday and everyday I am being told that they are struggling to get through to the technicians. I am also told by Michael Daniel's that he will phone me and let me know on the state of things which he never does. I can't explain how frustrating this is!

Can someone please help me? I have a business to run

Utterly disgusted by Vodacom. After being a loyal customer for over 15 years, they are misleading customers and stealing their money. I have been contacted by them telling me that they know it's hard times and they want to help their customers. They migrated me to another plan and assured me that I will be saving money. Where I always paid R840, I will be paying R669. The consultant assured me that I will only pay the R669 and will therefore save money. After receiving my new bill, I will be paying R1049. How is that saving? The consultant never informed me about the handset fee that isn't included in the R669, after I asked him if the whole amount I will be paying is R669, as I know there are always hidden costs. He assured me that I will only pay R669. He also said the I have 30 days to go back to my old plan. Now I have to pay a penalty fee of over R500 to go back to my old package, a mistake made by their consultant by not giving me all the information. And they refuse to take me back to my old package. I cannot afford the new bill. They misled me and don't want to fix their mistake. So now I have to pay for their mistakes.

Seems almost pointless sending a complaint after reading the previous complaints of customers.And all done in vain, as clearly, its the same despicable service.I am waiting for 2 months after fibre was installed, yet no activation done, yet Vodacom happily debits me.I probably have spoken to every single technical specialist, all of which promise to call back and never do.Sent an email to the complaints department, Hammy was sorting the issue out apparently, then never heard from him as well.Sadly, this is the worst company to place your fibre needs with.Terribly regretful for choosing Vodacom who clearly have lost the plot.

Today I got the call of imposters as Vodacom agent, I received a message and later my number was offline.

my number is [protected] AD Msindo

please note I have never sim swapped my simcard

The Vodacom website is a patheticaly amateurish attempt to showcase their offers.

Searching for a particular phone gives you options for contract type, duration data and minutes etc, Once you have selected the criteria filters it presents you with hundreds of options, many of them duplicated several times, and many unclear as to what is being offered.

If you then look at a particular deal details, there is no back option. Pressing back takes you back to the beginning to having to reset all the filters individually again and then click through back to page 67 or wherever you were!

Different package options are not explained, packages just don't make any sense, like the identical phone and contract at the same price with or without a free powerbank, or extra free minutes or data.

Try this link to see just what a mess this site is.
https://www.vodacom.co.za/shopping/product-details/samsung_galaxy_a52_5g

All filter groups have to be applied separately. Why
Contract options between standard and red are described identically, so what is the difference?

Trying to navigate this website is an exercise in frustration. I challenge their board members to try find a deal using the website as a customer.

I have upgraded my vodacom contract this month and state clearly that of two phones one should be black and the other should be pink... At delivery of the two cellphone contracts vodacom delivered two pink phones. They had said I have seven working days to return the devices if unsatisfied and I call in three working days. When i called they said they will send a courier to come pick up the phone and change it but today when i called i was informed that vodacom cant do anything about it and wont be able to assist.

Can vodacom put as much effort in service delivery as they do in sales, when u try to contact them they take u from piller to post. I need to use the handset for work and cant wait for the courier any longer as if it's the couriers fault for sending the wrong colour handset.

I'm sadly writing this complaint as an unsatisfied customer of vodacom for over 15 years and if this isn't verified I will not hesitate but switch to service provider that is willing to render the service.

I have written several mails and whats apps to Lesly.[protected]@vodacom.co.za and also other people at vodacom but all what vodacom people do is making empty promises.There are 2 people relay trying to assist Antwanet and Tsepo but it doesnt seem they are getting support. I have 2 issues: Router issue and back up issue.

Backup issue: mail that i've send to Lesley 22June:
Afternoon Lesly.

You helped me previously regarding the fibre in Witbank Modelpark (about a year ago). My fibre was off again yesterday and the biggest issue is that my backup LTE dongle was also off again. From day 1 we had issues with this backup when fibre is down. I am really upset that Vodacom is taking money from me but when fibre is off then my backup doesn't work!

If you remember correctly you advised me that I must get this backup LTE dongle so that if fibre goes off, it will operate the same way a phone operates. This never happened, not in the last year! You are more than welcome to talk to Antwanet and Juan-Mari, the previous manager in Witbank dealing with fibre. They've been here several times to try and sort the issue out. Please talk to them, you can also check via your call centre how many times I complained about my fibre and LTE dongle backup not working.

As you know my wife and I are working for Eskom and still working from home.

I am the head of shift and we are dealing with all the customers in Mpumalanga and also a part of North West falls under us. We are dealing with customers like normal prepaid customers, rural customers, mines, towns etc. It's our responsibility to dispatch recourses to these different customer requests that have been logged via the call centres. If we don't action these calls in time it can have a massive impact on customers and can even lead to fatalities.

As you can understand we (my wife and I) CANNOT SIT IN A SITUATION WHERE OUR SYSTEMS ARE OFF/NOT WORKING BECAUSE VODACOM FIBRE AND BACKUP IS NOT WORKING. That's why I went the extra mile and got the backup LTE dongle but it's an absolutely useless exercise and money wasting. Now I've got a few questions and I need answers back from you ASAP:
1) When is Vodacom going to pay back the money they took from me of a product that never worked?
2) Why can't that LTE dongle backup at the back of my main Nokia router in the house not work as a normal router when I plug it in on my laptop? I was told by the Vodacom people who were here and your call centre it can't because it works only with the main Nokia router. If that can be resolved and that backup LTE router link up correctly then me and my wife will not have issues, except if your towers are also off.
3) If that can't be done then what are you going to do to sort out my backup as you were the one who suggested I must go this route to have a backup LTE dongle so if fibre goes off then the LTE will automatically connect to your network?
4) I hear that we don't really have fibre. We've got fibre here between the houses then it links up with the normal towers it will then operate the way normal cell phones operate via towers. Is that the truth or do we have 100% legit fibre cables all the way connected?
5) I also received feedback that if the main fibre base station goes off (what happened yesterday) then the LTE dongle will not work at the back of the Nokia router. That makes sense to me because every time your fibre goes down then my backup LTE dongle doesn't work but all our cell phones are still working…………..?
6) Why does the main Nokia router in the house resets itself one to two times a day in a 24 hour period for 3 to 5 minutes before we are then back on line again, every single day at different times?

Lesly I need an action plan and a solution from you please, this type of service is unacceptable.

Regards
Douw Jooste
[protected]

Router issue Ref no SR210705-790803. Last communication between me and Tshepo this morning:

Thanks Tshepo, much appreciated. I am also busy googling your executive team. Today i am going to make it my job escalate ALL my issues to the highest level at vodacom as well as to social media. Lesley said he will come back to me regarding a mail i've send him. He doesn't come back to me or reply my messages. Yesterday the team who was here didn't even had the correct tools to exchange the router i had to borrow them my tools, they said within a hour my fibre will be working up to now i still don't have fibre connection. Please understand i do appreciate your assistance as you tried from yesterday but there are other delayed issues that needs to be sorted and there are people who will have to take responsibility and accountability for whats coming. I will also lodge a complain at the court looking at these type of issues where customers dont get the service they are paying for and meanwhile vodacom takes a monthly premium. Like i said this is now outstanding for a month about and Lesley don't come back although he says he will come back and in the bigger picture this is ongoing for a year about.

We are battling now for 2 months to get assistance. Our phones and laptops connect to the Fibre but not our TV, which is a brand new one. It connected previously but for the last 2 months, it doesn't. The call centre advice us to get the TV checked out. It's done, it's working with other people's fiber connections. It's been tested etc by Skyworth itself. still no internet. It says connected then we get message can't connect via WLan?

On 4 July I spoke to Antena at the call centre at 11:28. Reference Nr: SR210704-788834, Promised that the technician will contact us in a day or so.

On the 7 July at 10:41 I spoke to Thabile, which confirmed that the call was sent to Roy Marlendt. She will follow up and come back to me. No follow up

On 8 July at 10:47 I spoke again with a person Aisa? She confirmed our call via email and promised to get back to me within 2 - 3 hours after she contacted Roy. I replied to her email around 16:00 to let her know that nobody came back to me. Also send a mail this morning again.

I've been a customer for ages now, but never experienced such bad service like now.

Please contact me as I would like to resolve this problem for now and forever.

We have a 10mbps line but for more than a month now om only getting 2-4mbps… I have phoned numerous times but seems that they do not know what the problem is and we sit with internet we cant use… terrible customer service. Ive done speed tests. Phone them every day. We cant even stream anything. My adsl line was better. And if i cancel now they want to charge me. But vodacom is not keeping their side of the deal…