Braodband without service

[Nekky]

HI I'm currently switching from sky broadband, I have recieved my router etc, but been without internet service for over 24 hours, how long does the swith over generally take?

Is it your policy to explain any switch over details? I have recieved nothing to say which date my broadband will become live a little disconcerting since I need a data connection for large spreadsheet for work and cloud, impossible to do on my mobile.

Everything is set up correctly, occasionally I try sky to make sure they havent gone down (which they havent and have been good so far), I hope this was a wise decision on my part. 

I feel forced to say, generally finding information on your site is very poor so far.

[Retired-LouiseE]

Hello @Soofla

Please allow until 12 midnight tonight to allow your connection to go live. 

Louise

[ryan_anthony]

Mine went live 10 mins past midnight

[Soofla]

Total incompetance.

Why I felt I could trust Vodafone with my broadband I do not know.

After having no connectivity at 8:00pm last night I called in. I was told the job was complete, there were no issues but really I did have to wait until Midnight.

I went to bed knowing full well this wouldn't work.

7:30am this morning I left the home for work and guess what - absolutely nothing. Still the red light on the router and no green lights and no internet.

One simple job and Vodafone managed to mess it up.

I had a test at 3:00am and then again at 5:00am TODAY confirming my activation for YESTERDAY.

Surprise bloody surprise.

[Soofla]

And of course I join the queue of other "happy" customers waiting to speak with someone.

"We're really busy right now" - of course you are, if you are that incomptetent then of course you'll be busy.

I do hope this issue is solved today - for the sake of every agent I speak to.

[ryan_anthony]

Hi Sofia, I know it tells you not to do this, have u tried turning it off and on, that is what I did at 00:10 as the box was still flashing red, it then connected, enter in the password and check settings...

PS: Also if u logged into the box before (using192.168.1.1) connecting try clearing the cache of the browswer first as it may give u a browser cant connect to page error...

[Soofla]

I eventually got through to Vodafone earlier.

Apparently it is a system wide problem - some people will get connected, others will not.

My router is on, they can confirm this, however the it is awaiting their servers to authorise it onto the system.

During the conversation I heard the words "I'll just try and find out a date when this will be fixed".

I immediately jumped in and said "Sorry, you mean an hour right? This HAS to be sorted today".

I'm told it might be, it might not -they will not commit to anything at the moment. I am working late tonight, however if it isn't working when I get home (it isn't working right now) then I should disconnect the router for a minimum of half an hour and then plug back in - this "might" get things working.

To any Vodafone staff reading this - sorry, sometime in the future is NOT AN ACCEPTABLE RESPONSE when I ask "when will I get the connection I was told would go live yetserday".

I would appreciate you finding out for me NOW (or within the next couple of hours) when this debacle of a situation will be solved.

[ryan_anthony]

That is terrible, giving an activation date then hinting at giving you a new date, I build websites for clients and that would have sent me into APE S*it mode if that were me. If your telephone tone is giving a static sound that means they have not completed the work on your broadband.

[Soofla]

Phone line is working - I had to call them on a landline because, wait for it, I get ##~## mobile signal at home on Vodafone and rely on my SureSignal so I can make calls - no broadband, no SureSignal! 🙂

[ryan_anthony]

Geez... good luck, remember u have 30 days to change your mind if u read the terms

[Soofla]

Yer - really didn't want to have to go through that hassle.

Problems happen, systems break - I work in IT, I understand this.

However if you've got a new customer you NEED to make a good first impression. You bend over backwards to solve their issues as these are your future customers and they will also tell others about your service.

Not being able to tell me when I'll get a service is bad enough IF my old service was still working.

Right now at home I have no internet, and no mobile phone.

We do all of our TV viewing over "on-demand" so we have no entertainment expect terrestrial channels. We have no gaming - PC and PS4 want internet connectivity.

We are quite literally "dead in the water".