Then think again. My last two weeks experience bullet pointed down so you don't have to endure what I have; the hours on the phone, the countless messages and as I write this is all still not fixed. Before I write this it might be pertinent to note that I have been a mobile customer for 22 conescutive years paying a monthly direct debit all that time.
- Ordered VF BB
- A day later logged into My Vodafone, no services associated with my account, can't see my mobile bill.
- Rang VF, tell me that My Vodafone has never been activiated. Short exchange of views where I mention I have had the service for years, setup My Vodafone again, all my services including my new Broadband are in there.
- BB delivered and activated.
- WAN drops every few hours for 5 minutes at a time, put it down to training period.
- Wireless doesn't work with Sky Q, no TV in the bedroom. Rebuild Sky Q, some service but frequently dropping out.
- WiFi dropping frequently, and WAN, service not good enough compared to previous service.
- Get a message on my home phone that my bill is overdue
- Get texts to my mobile that my bill is overdue
- Call VF, there is no PIN activated on my account. There had been for at least 10 years. Reacivated PIN.
- Finally get through that and they confirm my bill is overdue. I check my bank account they haven't taken the direct debit. I remind them there has been a direct debit setup for 22 years, but apparently it has now gone. They locate it on my 'old account', transfer the details and all is well (?)
- Hive now drops off the WiFi after being stable for 18 months, no heating, no hot water
- Call VF ask for my PPPOA details to put my own stable router on. Not allowed.
- Escalated - Still not allowed
- Escalated Again - Not allowed and the answer will not change no matter how much I escalate. Ask what the solution will be, told that since I am in my cooling off period the best thing I can do is leave.
- Questioned this, told it is the best option. Asked what would be done about my £50 connection fee, told it would be kept. Some exchange of views, situation reversed and I agree to find another provider
- Log a ticket with the offical complaints team worried about my billing issues and anticipated credit, no confidence they will be resolved. To date, no response received
- Few days later, missed call from a Rotherham number
- Text from Rotherham number, my bill is overdue
- Call Rotherham number, asked for digits for PIN, get cut off by agent
- Call Rotherham number again, asked for digits for PIN, told I haven't got one. Challenged this, and told there isn't one and authenticate via text
- Agent confirms bill overdue, ask wky the DD hasn't been taken
- Can't get into payment system, promises call back
- No call back, repeated calls to Rotherham number doesn't work
- Call 191, can't do anything to help me as all of the 'systems are down' (I suspect they use VF Broadband). Offers a call back, I just laugh.
So here I am now, with an 'overdue account', no response to my complaint, nobody can deal with my situation because the systems are down, patchy broadband, and a rather poor customer experience.
So if you are thinking about moving to Vodafone, I hope this helps you make your mind up.
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