16-03-2017 05:53 PM
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.
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.
16-03-2017 09:17 PM - last edited on 17-03-2017 08:57 AM by Natasha
@markdotjames, read about your issues on another thread. Much like myself, the router is ##~## and even the management escalation I spoke to admitted that it is not very good with the internet of things, despite this becoming a real part of life, which was why he suggested I left. Sorry to hear of your tribulations, they offered me a bridging solution which would achieve the 'modem' solution you have discussed, but that wouldn't fix my (still 10 days on) frequent WAN dropouts. If your WAN is OK, it might be something that will work for you.
16-03-2017 09:31 PM
Basically I didn't opt for it because of the WAN dropouts. The process to get the offer was to ring 191, get through the myriad of ridiculous options, ask for PPOE credentials. No luck, ask for an escalation and you shoukd get the offer of a 'bridging' solution which I have no details for. That said it was a partial acknowledgement that their router is ##~##. But I was offered that solution twice, I hope that helps.
Wish me the best, I am with Sky on Monday !
17-03-2017 09:02 AM
That's a pretty horrendous experience @rogerha
Is your broadband all cancelled now?
If so one of the eForum team will be able to get in touch and have a look at your account and sort out the payment issues. Sit tight they'll reply as soon as they can.
17-03-2017 09:26 AM
Thanks Nabs. No I am still on Vodafone Broadband until Monday, I didn't cancel it as such, just advised to move away and I would be credited for the installation cost.
The saga continues, although this is quite funny. I woke up this morning, all my sockets in the house were without power. Turns out my circuit breaker for the mains sockets had tripped. After trying to find the cause of this, I located my now dead (with a nice amount of black scorching around the earth pin) Vodafone Sure Signal. The curse continues and now I don't even have any mobile signal in my house. I mean - you just couldn't make this up.
The other thing I forgot to mention, I was due an upgrade to my mobile. Everytime I have spoken to VF they keep saying 'You have recently upgraded', which I haven't. I'd log into my Vodafone to check to see if I am still eligble for an upgrade anticipating another error here. However trying to do that this morning and it looks like their systems are still down.
Good old Vodafone, at least they are consistent.
17-03-2017 10:14 AM
Oh dear, that's not much good! If you contact Live Chat they should be able to arrange a replacement of the Sure Signal, alternatively, if you create a new thread in the SureSignal section one of the team will be able to arrange it for you.
Hopefully once your broadband has moved away your account will revert to normal, post back here if it doesn't though and I'm sure it can be looked into :-)
17-03-2017 12:46 PM
17-03-2017 01:32 PM
Thank you Natasha, I have responded to the message that says this can't be helped on the forum and I have duly filled in the information requested. You can understand hopefully that I feel that having tried the following options to get this resolved:
Calling 191 Several Times
Calling 01709 918619 Several Times
Requesting 2 tiers of management escalation
Formally registering a complaint via the website
that I remain rather sceptical that this is going to improve the situation. Still we must persevere.
18-03-2017 11:23 AM
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 !
18-03-2017 12:19 PM
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.
18-03-2017 05:25 PM
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.
18-03-2017 05:31 PM - edited 18-03-2017 05:32 PM
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.
19-03-2017 12:15 AM - edited 19-03-2017 11:20 PM
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.
19-03-2017 09:50 AM
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 !
19-03-2017 10:05 AM - edited 19-03-2017 10:06 AM
@lyonsj400, don't lose faith if you really want to leave and you have a strong enough case:
If your broadband or phone supplier fails to let you cancel your contract and you have followed the rules your first step should be to speak to the customer service department.
Top Tip: If you do this, make sure to keep a record of who you speak to and what was said. You should also keep copies of any correspondence between you.
If the issue is still not resolved after you have complained to the company itself, your next course of action will be to ask for 'deadlock letter'.
This essentially allows you to bring a complaint against the company through an Alternative Dispute Resolution (ADR) scheme, which acts as an impartial middleman in figuring out a resolution between you and the provider
Telecoms companies must be a member of one of two of these schemes, either the Ombudsman Services: Communications or the Communications and Internet Services Adjudication Scheme (CISAS).
But be warned, this is not a quick process and it can take up to eight weeks before you get an answer from the resolution scheme.
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