I don't believe I have the broadband service I ordered and support are no help

[AHeathcote]

Hi,

I have finally managed to get fibre broadband from Vodafone installed and working (took a few tries for them to actually manage the install/transfer - always blaming system issues - I should have learned but hey......).

Then spent nearly 48 hours with no internet (first 24 I should not count as Vodafone do say it could take up until midnight - but not in a good mood). Turns out they forgot to configure my router (after telling me there wasnt an issue and it will just work).

The router has now been running for 24 hours and the overview screen is showing ADSL with a speed of 3.2Mbit/s - as I ordered unlimited fibre 38 I was expecting to see VDSL with a speed way in excess of 3.2 mbit/s.

I have questioned this with the support and am told that yes I have ordered unlimited fibre 38 and that it should show the text ADSL and my speed will increase - in 24 hours it has not changed a jot so I am guessing I have not got what I ordered.

I am interested in what you think - am I being too premature in thinking I have the wrong service - or have I just been supplied with a standard ADSL 2+ serivice?

[AHeathcote]

After an hour in chat trying to convice the agent I did not have the correct service supplied - he moved me to his supervisor who came back and said I was correct, I have been supplied ADSL and I will have fibre broadband at some time in the future. They need to replace a piece of equipment in the exchange to support my service.

I will give them a little more time to resove this - but it is looking like I will have to cancel and get Vodafone to put everything back as it was (and wont that be fun?).

[Soofla]

*Edited because I didn't read your second reply*

[TJ]

@AHeathcote We're really sorry to hear this. Have the Broadband team given you a time scale at all, for when your service will be switched?

We'd hate to see you, but you do have the option to do so whilst in your 30 day cooling off period.

Please let us know how you get on and keep us updated with any changes.

[AHeathcote]

No time scale - but they have said no charge while it’s sorted (we will see how that goes - I do have a transcript of the conversation). 

Very dissapointed the agents kept trying to say there “wasn’t an issue” and “the speed would improve” when I could show them that link was just ADSL. 

I would love to have someone send me an email to say when it will be resolved - but I am guessing I will have to keep chasing and getting stuck with agents trying to say there isnt an issue

[TJ]

@AHeathcote I apologise that you've been misadvised and completely understand your frustration. I'm glad the Broadband team has offered you a discount and hope that you get a permanent resolution quickly.

Your account notes will have been changed, so when you contact us to get any updates this should be a smoother process for you.

Please continue to keep us updated, if you're still unhappy with the service you're receiving, pop back to us on here and I'll try my best to get this raised to our Broadband team on your behalf. 

[AHeathcote]

Just spent a delightful 40 minutes with one of your so called support agents who is incapable of understanding the simple question "when will I get the Fiber Broadband I ordered in October" - He proceded to tell me I had broadband and should just restart my router - had to point out AGAIN that I am awaiting an equipment change in the Exchange that will then allow me to recieve fiber.

Oh well at least he has promised that some one will get back to me, via email (and not an email that asks me to call back), within 72 hours (oh and it will probably be solved in that time too).

Vodafone are not really showing me that they are good - my old provider Demon was so much better (and they are a Vodafone company!!!)

At least I do not have to pay for Broadband until you actually sort it out.

[Mark]

@AHeathcote Let us take a look into this for you, pleaase send us your details by following the directions in the private message I've sent and we'll be in touch.

[AHeathcote]

Hi - Looks to now be resolved.

Had a conversation with the second line support yesterday and they arranged a BT Openreach visit - engineer agreed I had ADSL to my home and that he would have to visit the roadside green box to change a jumper so my circuit would have fibre.

Low and behold - 10 mins after he left my house I now get fibre broadband.

Shame this whole thing took so long to resolve - and even more of a shame that the first line support guys don’t appear to know anything technical (but they do know how to fob you off with saying a router reboot will resolve the issue and "no sir you are getting fibre - the information you are looking at on the router status page is incorrect").

Now to replace the Vodafone router and see how well they perform.