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Do you think you want Vodafone Broadband ?

rogerha
4: Newbie

Then think again. My last two weeks experience bullet pointed down so you don't have to endure what I have; the hours on the phone, the countless messages and as I write this is all still not fixed. Before I write this it might be pertinent to note that I have been a mobile customer for 22 conescutive years paying a monthly direct debit all that time.

 

  • Ordered VF BB
  • A day later logged into My Vodafone, no services associated with my account, can't see my mobile bill.
  • Rang VF, tell me that My Vodafone has never  been activiated. Short exchange of views where I mention I have had the service for years, setup My Vodafone again, all my services including my new Broadband are in there.
  • BB delivered and activated.
  • WAN drops every few hours for 5 minutes at a time, put it down to training period.
  • Wireless doesn't work with Sky Q, no TV in the bedroom. Rebuild Sky Q, some service but frequently dropping out.
  • WiFi dropping frequently, and WAN, service not good enough compared to previous service.
  • Get a message on my home phone that my bill is overdue
  • Get texts to my mobile that my bill is overdue
  • Call VF, there is no PIN activated on my account. There had been for at least 10 years. Reacivated PIN.
  • Finally get through that and they confirm my bill is overdue. I check my bank account they haven't taken the direct debit. I remind them there has been a direct debit setup for 22 years, but apparently it has now gone. They locate it on my 'old account', transfer the details and all is well (?)
  • Hive now drops off the WiFi after being stable for 18 months, no heating, no hot water
  • Call VF ask for my PPPOA details to put my own stable router on. Not allowed.
  • Escalated - Still not allowed 
  • Escalated Again - Not allowed and the answer will not change no matter how much I escalate. Ask what the solution will be, told that since I am in my cooling off period the best thing I can do is leave.
  • Questioned this, told it is the best option. Asked what would be done about my £50 connection fee, told it would be kept. Some exchange of views, situation reversed and I agree to find another provider
  • Log a ticket with the offical complaints team worried about my billing issues and anticipated credit, no confidence they will be resolved. To date, no response received
  • Few days later, missed call from a Rotherham number
  • Text from Rotherham number, my bill is overdue
  • Call Rotherham number, asked for digits for PIN, get cut off by agent
  • Call Rotherham number again, asked for digits for PIN, told I haven't got one. Challenged this, and told there isn't one and authenticate via text
  • Agent confirms bill overdue, ask wky the DD hasn't been taken
  • Can't get into payment system, promises call back
  • No call back, repeated calls to Rotherham number doesn't work
  • Call 191, can't do anything to help me as all of the 'systems are down' (I suspect they use VF Broadband). Offers a call back, I just laugh.

So here I am now, with an 'overdue account', no response to my complaint, nobody can deal with my situation because the systems are down, patchy broadband, and a rather poor customer experience.

 

So if you are thinking about moving to Vodafone, I hope this helps you make your mind up.

32 REPLIES 32

Got my automated response:

 

Thanks for contacting Vodafone.

We’ve received your email and in most cases we’ll answer within 48 hours.

 

Maybe all my callbacks will come at once......

 

Another automated message about my overdue account, so called 191 again in the hope that their systems are up and running ! And my god, I got somebody there that was actually helpful. Siobahn logged into my account and instantly saw that when my new account was created the agent (and all of the other people that have checked this) hadn't entered the direct debit properly so they couldn't take payment. She rectified it in 5 minutes. Let's see if it stays fixed. Only my SureSignal to go now, waiting for that call back still !

I knew it was too good to be true. Just had a text to say my phone has been restriced due to my overdue bill and now I can't use it basically.

 

Good god.... I mean.... What have you got to do ?

 

Speeddial 1 is now 191.

Tash
Moderator (Retired)
Moderator (Retired)

Hi @rogerha, thanks for updating us on this.

 

So we can check on the progress of your email for you, please let us know the reference number that you received in the automated reply.

 

This will look similar to #12345678.

Thanks @Natasha, they got me back up and running about 1 hour after my last reply. Within the last hour Danielle has contacted me from the Social Media team, ref: #15594386. I emailed her back, now waiting for a response. To be fair she did try to phone, but my patchy signal since my Sure Signal died this week meant she didn't get through.

lyonsj400
4: Newbie

My goodness! If you have a chance to leave, (everyone shouts altogether) LEAVE!!! VF systems are well known for being down when you call them with an important issue. How convenient. Hours wasted chatting to agent after agent. My personal experiences.

Well the social media team got in touch as I said. Put me through security over e-mail (at least my PIN works now). I gave them an update on the situation, and haven't heard a thing since yesterday.

 

Perhaps today is the day ! Maybe somebody will ship me a Sure Signal and credit my connection fee for my Broadband. Off to Sky tomorrow with that, hopefully it won't be out of the frying pan and into the fire.

 

Praying for stable broadband and TV in my bedroom again. Praying for a mobile signal in my house and my connection fee crediting. Its just the small things in life I need !

Its just the small things in life I need !

You Young'ins of today want so much so early in life..... :Smiling:

Alex
Moderator (Retired)
Moderator (Retired)

@rogerha We've received your email, a member of the team will be in touch. :smileyhappy:

Ok. 24 hours after the the email putting me through security I get an e-mail saying it wasn't successful, apparently my postcode is wrong now. I moved house 12 months ago, tried to update my details in 'My Vodafone'. Now call me a pessimist, but do you think that has worked ? Another 5 minute wait for my broadband to come back to edit this post - anyway - it has occurred to me that they successfully sent me my new shiny and overall useless broadband router to the right postcode. Yes, they seemed to know it then, but they don't know it now....... How strange.

 

I can't wait to start mailing out this entire thread on Social Media, customer service at its most diabolical. Actually calling it customer service is a joke. They have invented 'Customer Antagonist'. Or even 'What is a customer, and do we care ?'