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.

[Gormcc]

An update, well 24 hours have past and no call back, no response from the CEO either.

Just got off the phone to VF after talking to a very honest adviser in BB customer relations. He informed me that the backroom staff who deal with card refunds have a 2 week back log and that my escalate request will probably not be processed for at least another 10 days then it will take another 7 working days to process through the banks. 

So a recap. Cancelled order on the 1st of September, VF then have 10 working days to refund, so that's the 13th (Saturday is a working day), VF says the team looked at it on the 16th, 17th and 22nd, but nothing was done and now looks like I may have a refund in my bank account around about the 14th of October.

That's 36 working days from when I cancelled. Makes you laugh. I know interest rates a low so they won't make much on it. 

So just a warning to anyone going to cancel their order it will take time to get things sorted.

[Retired-Cara_B]

Hi @Gormcc

Thank you for keeping us updated on this. I give my apologies that it's taking dso long for this to resolve. Sometimes the processes that are in place can be delayed and this can be frustrating. 

Cara

[Hooligan899]

Delays can certainly be frustring, sometimes replies are even more so. Unforgivable even the CEO cannot be bothered - or perhaps that is the cause?