Do you think you want Vodafone Broadband ?

[rogerha]

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.

[rogerha]

Well the sage continues. After trying to get through security again over e-mail last night, i have heard nothing more.

However new random texts have started to arrive this morning 'My fixed line order has been cancelled', whatever that means.

[Sukhi]

@rogerha

You can call 08080 034 515 to speak to our dedicated Broadband team, (free from all UK landlines and mobiles) with lines open between 8am and 11pm, seven days a week.

We also have a Broadband team available on Live Chat

[rogerha]

Thanks @Sukhi, I am pleased to say that as of 8am this morning I am not a broadband customer anymore, and have enjoyed perfectly stable internet for the past 3 hours. I have TV in my bedroom again and all of my devices are working in perfect harmony. Even better than that the new Sky Q hub has meshed with all of my other Sky Q equipment so now I have amazing WiFi coverage.

Vodafone however still haven't responded to my complaint, responded to my private message from this very forum, responded to the fact that my Sure Signal failed last week and still haven't given me the refund of my Broadband connection fee after telling me to leave.

[rogerha]

Progress... maybe today is my day. A very helpful chap just e-mailed me regarding my private message and is kindly going to ship me a new Sure Signal. Only the complaints team and my broadband connection fee to go. Unless of course anything else crops up in the mean time. I wonder if this had anything to do with me e-mailing the COO of Customer Support at Vodafone overnight, or just coincidence.

[rogerha]

It seems the e-mail overnight wasn't a coincidence. Just received a very pleasant e-mail responding to my overnight message advising me that the credit for my connection fee has been applied to my account and apologising profusely for the service I have received. I have already had the communicatoin regarding my Sure Signal this morning, so that finally appears to be my situation resolved.

Just a shame really that it became such a protracted and painful process.

Thanks for the supporting comments on this thread.

[Sukhi]

@rogerha

Thanks for updating us with your progress. I'm glad everything has been resolved. 

[lyonsj400]

@Sukhi, so is this the way we all need to go to get our issues resolved?

Email the COO?

[Becca_P]

@lyonsj400

If you let us know what issues you're having, we'll be happy to assist you.

[rogerha]

Well - you thought I had gone. Sailed off into the sunset like some smug customer who found a route through the 'system'. I must confess, I thought it was too good to be true. An e-mail today back to the 'Directors Office' who had allegedly brought an end to the situation:

Hi,

I am afraid this is still not resolved. I missed a call from the Vodafone Rotherham number on Friday, took the call today.

1) They still thought that my address is my old address, despite multiple attempts to change this, havd to give my old address details to get through security.

2) They still thought I have fixed line/broadband services from Vodafone, despite this being allegedly cancelled and gone.

3) I didn't get as far as settling the reason for the call because I am afraid I lost my temper at the poor chap who called me out of regrettable frustration on my part, but there was an implication of an outstanding balance before he hung up on me (understandably).

Please help me resolve this, I have become frustrated to the point of anger and that is not fair on the people that are calling me, but this simply cannot continue.

So - are we saying even the directors office cannot resolve the confusion and poor organsiation that is Vodafone ? Let's find out.......

[markdotjames]

I feel for you

I am almost sorted, finally got a call back from a manager (only took 5 weeks), had 2 phone calls from the complaint resolution team, getting somewhere with teach regarding my issues, the problems are not resolved but someone is actually talking with me so getting there now.

Hope you get sorted @Rogerha