Vodacom Fibre

Vodacom KZN

To the residents of Zimbali Estate

Fault Logging and Escalation Process

Logging queries

• Email: [email protected]

(There is a dedicated resource manning this email box from Monday to Friday during
Business hours ie. 8am to 5pm )

• You can log a call for all of the below and will receive a reference number starting with SR:

• Billing
• Cancellation Requests
• Credit Notes
• Moves/Relocations
• Migrations
• Technical queries (Speed, data etc.)
• Order Modifications (adding VAS’s)
• Installation related queries

How do I log my query by emailing [email protected]

Please do not cc anyone when logging your query on email as the Service Reference number
will not generate if you do so

• Email to [email protected] with the below information:
o Email subject must have
 Sales order number or Solution ID number from your billing statement
 Installation query
 If possible: Infrastructure provider (e.g. Vodacom, Vumatel, Openserve,
etc.)
 Estate name
 Customer Name
o Email body must have
 Detailed query
 Customer contact details (including alternate contact numbers)

Please note: We will acknowledge your email within 1 hour and provide feedback within 5
hours

AFTER OFFICE HOURS: If you have a query after hours, you can call 0663279647
This number is primarily for after-hours emergencies and includes support over
weekends for issues that need immediate/urgent resolution.
However should you have an emergency that has not been resolved and that was
previously emailed, you can call the above number during office hours

C2 General