Any one having trouble switching to Vodafone Unlimited Broadband?

[christsen]

Hi,

Is anyone else having trouble switching to Vodafone Unlimited Broadband? I completed the forms online back on the 3rd and was given a switch date of Wednesday 21st. BT Infinity 2 will be disconnecting me and I've not yet received the router, received any information on setup and when I try to get information from the chat rarely can connect to an agent, in store they were unable to help as it's a web order. It's not looking promising for a new customer.

Is this just me getting absolutely terrible client service? 

Does anyone have a direct contact within the Broadband team?

Chris

[Fritz]

Just started a question of my own earlier and then noticed this.

I signed up on 6th September and was promised connection on 14th.

Router arrived on 8th but no connection yet  and no estimate of connection date either. Customer services seem to be powerless and after 3 calls a customer adviser stated the problem is with BT engineers who are involved. I'm in the Belfast area so don't know if you're delay is caused by same problem.

I've been without broadband since 14th as Plusnet disconnected my service.

Hope this helps 

[christsen]

That's terrible, I'm sorry for you.

My story gets worse, I called the telephone support yesterday and after 45 minutes they were able to book me a router to collect in branch today. Then another 50 minutes in store waiting in line to get the router and to get it registered. 

Switch over day is tomorrow, fingers crossed.

Who have you complained to - I'm thinking an email to the ceo may be in order to highlight the customer service issues..

[Fritz]

Good to hear you seem to be getting closer to connection I hope it all goes well.

I have eventually managed to learn what the problem is. According to a customer service adviser BT openreach engineers cannot keep up with the overwhelming demand for Vodafone broadband connection. This adviser spoke to Vodafone broadband team but could still not manage to get an estimate for when I will be connected.

She did manage to give me 15 gb data on my phone and 5 gb on my daughter's which apparently is worth £60 so this will ease my expense.

I will wait a few days and try again for an up date on connection completion date, then if its still grim news I'll consider sending a strongly worded letter to CEO. 

[Retired-Sarah_L]

Hi @christsen and @Fritz, 

My apologies for the inconveniences caused to both of you by the individual circumstances affecting each of you. 

@christsen, I'm glad to hear that you've managed to pick up a router from our store - has your broadband now gone live? 

@Fritz, your situation sounds frustrating. Is there any update with this? 

Thanks, 

Sarah

[displaced]

Hi Chris,

Similar problem here. I've got a switchover date and BT have confirmed disconnection on the 4th Oct.

However, using my WEB-xxx order number and postcode on the order tracking page comes up with an 'Invalid order' message.

I've spent this week trying to get in touch, only to be passed between departments and being told repeatedly by the Broadband Tech team that their systems are unavailable and they can't access my account.

I eventually got to talk to someone today via Live Chat who confirmed that my router had not been dispatched due to 'problems with web orders'.  Apparently another is on its way, but I was told that there would be no way for me to track it.  

All I can say is the service had better be good, because the ordering process and support has been a nightmare.

At this point, all I want is the blimmin' DPD tracking reference, but that appears to be too much to ask.