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

[BandOfBrothers]

Hi @jdm0301

I agree this sounds puzzling !

Maybe try.......

Looking to join us?

08080 044 848
(free from all UK landlines and mobiles)

Lines are open between 8am and 8pm, seven days a week

Got a question?

08080 034 515
(free from all UK landlines and mobiles)
Lines are open between 8am and 11pm, seven days a week

[Retired-LouiseE]

Hello @jdm0301

@BandOfBrothers is correct, this does sound very odd. 

Have you contacted our team on the numbers provided by @BandOfBrothers?

Louise

[Hooligan899]

I had exactly this same problem after placing an order on 19th August - when I rang CS on 23rd August I was told there was a "technical error" and the order would be recreated. It never was. So on 26th August I then reapplied for home bband and phone, had confirmation emails and was given an activation date, but heard nothing. Live Chat then told me the order was progressing but to date I have no news, no router etc.

There are two  still live forum threads on this, one under mis-sold broadband and the other under home broadband and phone order. Neither inspires confidence I fear.

[Retired-Cara_B]

Hi @Hooligan899

Please follow the information given by @BandOfBrothers above to have this looked into. 

Thanks,

Cara

[Centaur101]

I have the exact same problem and message!

I ordered Vodafone Broadband on the 4th Sept and received an email to confirm this, then no other comms.

I was expecting an email to let me know when it would be delivered, in preparation to take a day off work to 'sign for' the box.

Nope - it turned up unannounced on the 6th Sept by Royal Mail who left it on top of my recycling bin - great I thought?!

On the same day just after 4pm I receive an email from Vodafone - 

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

I was confused to say the least. I hadn't ordered Business Broadband or cancelled anything! So I tried to call the magic number but you need a Broadband account number, which (as barely a new customer) I don't possess ( I am however a Vodafone mobile customer).

So I feel a bit lost at the moment, thought I'd try the forum as I have no other avenues of help.

I have no other communications of either a start date or anything. I can't even track the WEB order as it says invalid??

Great start - I've always been worried about swapping over any service and this just sums it all up really - confidence level + zero

[Lt_Uhura]

I'm planning on moving home in a couple of months' time and trying to decide whether to stick with my current provider (EE) or move to another broadband and home phone package.  I had thought the Vodafone broadband package attractive, especially since I've seen lots of adverts about the fact the line rental has been suspended.  However, since viewing this thread and the others in relation to Vodafone broadband, I will stay well clear!  Shame really as I've always received good support with my mobile and had hoped it would be the same with broadband. 

[Centaur101]

@Lt_Uhura  Yes, I was dazzled and drawn in by the adverts too! I knew it wasn't going to be a simple process... despite the website saying 'Worry free switching'... bah, how could I believe this...

"No need to contact your old provider. We’ll take care of everything. And we won’t charge you a penny until you’re fully up and running."

[Hooligan899]

It is clear from all the threads relating to home broadband and phone that VF have a major systems problem. What is particularly irritating is that I have spoken to Customer Services and have had Live Chat sessions, andd found the agents are all very helpful and polite. But the system doesnt deliver.

After my first order (of 3) was cancelled (yes, with "we have cancelled your BUSINESS bb after you contacted us") I sent a letter to Customer Services HQ outllining my issues - the reply asked me to ring the number I had been calling anyway. Not helpful!

In addition it is astonishing that the Tech Team members appear in these forums so there is an awareness - but still the same problems arise.What are the chiefs doing?

Perhaps we have two options, we can just let VF go down the drain, or we can alll email the CEO (address can be found on a site giving the CEO details of all UK companies) to get him truly up to speed to save VF from itslf?

[Lt_Uhura]

Hello @Centaur101 I really hope you get sorted out soon.  I know these things are soooooooooo frustrating.  I am not looking forward to moving and the prospect of having to set up broadband/home phone all over again and just hope that things go well.  Here's hoping.  Now if I could just have Scotty to help.........