Support | VFibre

Vodacom Fibre Queries:

We would love to get your query resolved ASAP, and we want our customers to spend as little time as possible worrying about sorting out issues.

To make sure there aren’t any unproductive back and forth emails between us, please see below.

There are a few steps to follow for us to enable us to help you as quickly and efficiently as possible, please see below:

Download the below Vodacom FTTH Troubleshooting guide and do all the 1st line checks
If your fibre service is still down, please contact the Vodacom Fibre Support team at 0821904 or 0821904@vodacom.co.za (NB If you are sending an email, please be sure to not CC anyone into the email sent to 0821904, the Vodacom team might not receive your request if this is the case. Please also make sure to add your SO (Sales Order) number to the subject line of the email.)
Report your query to Vodacom Fibre Support.
If Vodacom Support is unable to immediately assist you, please ask them for an SR (Service Request) number. (If you email them, they will automatically send you an SR number)
Please allow Vodacom Fibre Support 24 hours to provide you with feedback.
If Vodacom Fibre Support did not contact you in this time-frame, please send us a short summary of your query to sales@vfibre.co.za along with the SR number.
Once we have received the SR number, we will escalate your query to the relevant department at Vodacom
Once we receive a reply from the Vodacom team, we will advise you on the next steps.

Please note, if we see that the email you sent to us does not follow these steps, and we didn’t receive another email as per the above steps, we will assume you followed these steps and your query has been resolved.

Multi Automation is a registered business partner and hence a 3rd party company that has been appointed by Vodacom to drive fibre sales. Unfortunately, we do not have access to any of the Vodacom support systems to physically resolve your issue. We need to escalate all support related issues to the relevant department within Vodacom to get the issue resolved.

Please refer to the below Fibre Troubleshooting guide, to assist you with 1st line checks before you contact Vodacom Fibre Support.

Download the Vodacom FTTH Troubleshooting Guide

Vox Queries:

We would love to get your query resolved ASAP, and we want our customers to spend as little time as possible worrying about sorting out issues.

To make sure there aren’t any unproductive back and forth emails between us, please see below.

There are a few steps to follow for us to enable us to help you as quickly and efficiently as possible, please see below:

For Consumer Account queries, please contact 087 805 0530 or email them at accounts@voxtelecom.co.za

For Vox Consumer Technical Enquiries, please contact 087 805 0530 or email them at help@voxtelecom.co.za

Report your query to them
If they are unable to assist with your query, please ask them for a Reference number.
Please give them 24-36 hours to respond.
If they haven’t responded within that timeframe, please add the Reference number to your email subject line and send us a short summary of your query to ftth@vfibre.co.za
Once we have received the reference number, we will escalate the query to the technical departments relevant to your query.
Once we receive a reply from the Vox team, we will advise the steps onwards.

Multi Automation is a registered business partner and hence a 3rd party company that has been appointed by the Vox to drive fibre sales. Unfortunately, we do not have access to any of the support systems to physically resolve your issue. We hence would need to escalate all support related issues to the relevant department within Vox to get the issue resolved.

We are excited to help get your queries resolved ASAP