Home Broadband

[jdm0301]

Hi All,

I ordered Vodafone home broadband on Tuesday evening. I recieved an order confimation email and a text confirming the order too and that I would be contacted shortly.

Today I recieved an automated email from Vodafone, the first line being

      "Thanks for getting in touch. As requested we’ve cancelled your Vodafone Business Broadband and Phone order and its planned activation on ."

Firstly, I haven't ordered business broadband. Secondly, an activation date wasn't given.

Because of this I was hoping that the email was some kind of mistake. I have tried to call multiple Vodafone numbers but can't get through as, when promtpted to enter it, my account number isn't recognised. I can't get through on live chat either.

Vodafone have already taken out the £49 connection charge too.

Has anyone come accross any of these issues before?

Thanks,

Jonathan

[Retired-Sarah_A]

Hi @Centaur101

Is your issue now resolved? 

Thanks,

Sarah 

[Centaur101]

I cannot access any broadband 'Support' on the phone because I do not have a broadband account number so, no my issue unfortunately remains unresolved.

I have a Hub sitting in the kitchen with its despatch note and the card the Royal Mail had left.

Being an IT System Manager I can more-or-less predict that there has been a system error in which the initial Web order went to 'business' instead of 'residential'. Some one or some system/process has noted this and cancelled the order but after the Hub was processed for despatch?

I tried to track this Web order daily and it came up as 'invalid'.

I can pretty much assume I am anonymous on the system, as far as broadband is concerned.

[Retired-LouiseE]

Hello @Centaur101

This sounds very odd, I understand your frustration at this. 

The best way to have this looked into further is to call our Broadband Team on 08080 034 515. If the telephone system asks for your account number please ignore the prompts and on the 4th ask the system will put you through to the queue. 

Louise

[Gormcc]

Hi there, noticed that yous tech guys keep saying contact the teams on various numbers. Just to let you know I've spent just over 3 1/2 hours on the phone since cancelling my order on the 1st Sept just to try and get my £49 back. Last I was told was to wait another 24 hours for a call back. Oh and I still have not had a return bag for VF router either. My be I'll sell it for £49, any takers?

[Retired-Cara_B]

Hi @Gormcc

I can understand your frustration regarding this. Have you had any updates since posting? 

Cara

[Gormcc]

Yeah the update your backroom staff have a 2 week back log in card refunds.

[inky66]

Can anyone advise on how to get through to the braodand team on the phone - what options to select in the automated menus to get through to the tech team??

I have my router all plugged in and the service was due to start yesterday but I have no internet, flashing red warning lights on the router, and finding it impossible to get through to anyone for an update....

thanks!

[Hooligan899]

I went throught all the same issues as you but eventually got through to someone to set up the router. Unfortunately this was a while ago so I no longer have the specific number i was given for that contact, sorry.

You could perhaps try the general compaints number on [Removed by admin] ?

Live Chat was avaibale just now so that may work??

If it is any consolation I have been up and running now and it is a good service.

Good luck!

[Spriggsie]

I had a similar experience .... although I could only transfer my services (Sky fibre) to TalkTalk or plusnet (& John Lewis's), I waited until I could order it with Vodafone, my order went through .... my router arrived & a text message saying my business broadband was cancelled!, I phoned them & they said that BTOpenreach had cancelled the order, something todo with the number.

Then they said they couldn't provide me with a new line (although I was transferring my provider & not a new connection), so I raised it with the broadband technical help team, they where puzzled as I couldn't order fibre with Vodafone but I could with plusnet & Talktalk ... they contacted BTOpenreach (which they had to do manually, at my request, and not just looking at what the computer says) ... a couple of days later I could order off any provider. 

I should go live with Vodafone fibre at the end of the month (fingers crossed). 

I have my suspicions that it's BTOpenreach that causes most of the issues, and as a end user we can't directly communicate with them, and the service provider is stuck in the middle trying to sort out BTOpenreach's problems. 

Good luck & hope the vodafone team can help you too. 

[MongooseGeneral]

Just to add I am currently in the same boat: activation date was Thursday 20/10/2016. It didn't go live on that date (the phone was connected but router is pulsing red/green lights). 

I was told over the weekend that an Openreach update would be through by Monday, and on Tuesday chased it to be told that it had been delayed again (by Openreach) to the 26/10. Of course it didn't activate yesterday either, so we are still in limbo. We are spending a fortune on data (we are not with Vodafone for mobiles) so need a resolution ASAP!

I have found live chat more reliable than the phone line which is hard to get through to/has complicated options - but obviously am not having much luck with a resolution. I will try live chat again today for an update.