12-03-2017 05:04 PM
13-03-2017 01:22 PM
My guess would be that there is some confusion over the master sockets.
I'm guessing you've already tried the router in the second socket?
I'd personally be looking to get the engineers to come out and remove whichever socket is redundant. That would at least rule out 1 potential source of the issue.
However, given that your phone is working the line is obviously connected so it would suggest that either the data side of things isn't set up in the exchange correctly or there is an issue with the Vodafone servers. Vodafone should be able to tell you if your router is communicating with them, if it is it's likely Vodafone's problem, if it's not then they fault still lies with BT.
13-03-2017 06:34 PM
13-03-2017 09:09 PM
13-03-2017 09:19 PM
14-03-2017 09:36 AM
Updating again to keep everyone posted:
Currently, my opinion of Vodafone is to not waste your time with their home phone and broadband. They've made numerous, admitted failings and I'll be making sure this gets some visibility online as no one deserves this level of farce.
I've just received a call from Brendan at Tech Two 'No Dial Tone' to arrange an engineer.
He was looking to arrange an appointment for a telephone line engineer to help resolve my problem with my phone line. I told him there is no issue with my telephone line and that I have a dial tone and everything is working fine - this came as a surprise to him
I told him I spoke to three different people last night regarding my internet fault - this came as a surprise to him.
I told him that I'd actually already given three dates for when an engineer could visit - this came as a surprise to him.
I told him that following a discussion with Zac and Thomas, it was agreed it would more appropriate to assign a broadband engineer rather than a telephone engineer - this came as a surprise to him.
Other than when Zac tried to call me at 5pm, that was the last notes they had on the system of anything that was said. Not one single iota of information shared for several hours worth of conversation was marked down, despite repeated assurances of 'I'll just make a note of that'.
Not only the above, it transpired my issue was never even assigned to the Tech 2 Broadband team. It was continuously escalated to the no dial tone team despite repeated calls every other day to and from Vodafone regarding my faulty internet (and believe me, the 'phone line is working but the internet is not' issue was repeated constantly and always appeared to be the topic at hand.)
Just too add a few more flies in the ointment, the records containing my router details at Vodafones end had not been updated correctly . We were hopeful this might solve the issue once rectified but unfortunately this never happened.
So my current conclusion: I've been talking to the wrong team, who tried to assign the wrong type of engineer, who did not take any notes despite telling me otherwise. I'm now left waiting longer than ever before to see the correct type of Engineer. I have to rely on a team of people that admit making no notes of my issue, who don't even know that my internet is even the problem, to communicate with said Engineer.
My first thoughts are what sort of deals are on USwitch at the moment. Virgin and TalkTalk are both making cheaper offerings and if my options are either another month of no internet with zero customer service or a new provider, I know which one I'll choose.
I wasted several hours on Monday evening discussing my problem for absolutely nothing. I'm going to see if anyone on Facebook or Twitter have had to deal with this kind of incompetence before and I'll be making this as well known as I can.
14-03-2017 09:42 AM
14-03-2017 12:11 PM
14-03-2017 01:37 PM - edited 14-03-2017 01:38 PM
@paulverine If your issue is still not resolved and you don't feel like the whole matter has been addressed, please reply to our latest email.
14-03-2017 01:43 PM
14-03-2017 04:35 PM
We can't access your account via the forum to look into this further for you, which is why Alex as asked that you reply to our latest email.
Once we've received your email, the team will be happy to help with any remaining issues you're facing.
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