Broadband and home phone order help

[parachutes]

Hi, I hope this is the right section of the forums to post in.

I ordered a broadband and home phone package on 14th April and my connection day is tomorrow however one thing is troubling me, I havent heard a thing from vodafone about my order since.

I got an email confirmation that day and my router was delivered about 3 days later but I cant find any trace of my order in my account and when i try tracking the order it says the order number i entered was invalid.

Just wondering if this is normal and should I expect to be connected tomorrow.  As far as I know Vodafone take care of communications with my current provider.

[farflungfish]

It must be common, EXACTLY the same thing has happened to my order. As in exactly the same thing.

I am further down the line, I reordered and now my order is "stuck" due to a technical issue of which no-one can explain to me.

Sort it out vodafone! Clearly something isn't right.

[Gormcc]

Well same here, order canceled no reason can be given, but I have received the router, received a date that my present provider will be switching my phone and broadband off and also have confirmation of the Vodafone DD being setup. Think I'll be calling up to scrub this deal and hope I get my connection fee back! Don't have much faith in the service if this is how it starts. Especially that if I reorder I'll be without phone or broadband for 7 to 14 days according to Vodafone.

[Hooligan899]

Vodafone a total shambles  - even this support page is now broken (rendering?). Having heard nothing, having had no router, I opened Live Chat, to see the wait was 66 miutes! That came down and eventually I was connected to an agent. Explained the situation and suggested that as this was clearly going to take a long time to sort out, they deal with it behind the scenes instead of keeping me hangoning around here, and when sorted send me an email. Simples? No, , message came  I am transferring you to the specialist BB team. I thought that I was already talking to same but apparently not. Waited and waited and waited. By now my life was ebbing away, I had to go out so had to end chat. Will I hear anything? Doubtful. Will I now go back to Plusnet with cap in hand and beg to have my phone service reinstated (my broadband is still with them due to the VF mess)? Certainly. Will I shift to another mobile provider - even, heaven forbid BT - quite likely. Am I full of bile about this? Such a shame VF cannot make even this first stage work.

[Gormcc]

Just about to go on the hamster wheel. Finished work now but I'll probably have to put in another couple of hours on the phone to VF.

[Hooligan899]

Just had a Live Chat with Vf and was assured the order ws going through and the router would be sent after all that was done - so much slower than the 1 - 2 delivery schedule promised but am now grateful for small mercies. However - watch this space in case it runs and runs! Pessimistic, moi?

[Gormcc]

Well canceled VF and going back to Sky. Sky was ending my connection next Wednesday, (this was arranged by VF) , Sky needed a solid date when VF would be taking over the line, VF could not give one as my order would need to go through from scratch. This would mean I would be without any phone or fibre for anything up to 14 days. Found out what was wrong, Open reach could not find my phone number, could be something to do with being with Sky. 

Any way need to wait a couple of days to get my connection fee back as VF backroom team needs to phone me. Also need to wait to see if VF will tell Sky they will not be taking the line over, if they dont Sky will have to intervene on Monday to make sure I have no break in service.

VF you need to join the dots folks, after this I think twice before moving again .

[Hooligan899]

Sorry it all went bad, we shall miss your grumbles here! It looks as if Openreach are the fly in the ointment to a certain extent - now why is that not a surprise? But astonishing VF could not expedite your order without going back to scratch.

[Gormcc]

Quick update, it's now 22 days since I cancelled my VF order. VF has still not refunded my connection fee of £49 and have wasted at least 3 hours of my life trying to get this back. I've been promised call backs at least 3 times, been told that a return postage bag will be sent out twice and apologised to numerous times. Now I'm again waiting for a call back that has been promised to be within the next 24 hours. We will see.

[Hooligan899]

I have just got onto broadband after the router was deliverd two days after the line switch and after three promise to send one out much earlier. Your situation is much worse - have you thought of emailing the CEO which should be where the buck stops. Perhaps.

Ask for a goodwill payment, that may shake them up a bit!!

[Gormcc]

Cheers and sent