Live broadband yet no router

[fraxos]

So I placed my order on 20/10 with an activation date of 04/11 i.e. today. And yet I am still finding myself having to chase up Vodafone to tell me why the router has yet to be sent. 

I must have phoned them more than 10 times by now and every time I hear a different story.Firstly they told me that the router was sent a few days after the order via Royal Mail. But of course it never arrived. Then, I was told it was definitely sent on the 28th. That did not arrive either. Subsequent enquiries unearthed that their system cannot handle online orders so the router was not really sent but would definitely sent within the next 24 hours. That was 3 days ago... Then last night I was promised that a router would be sent today by 1pm and that they would get a tracking number from DPD. And lo and behold, no tracking number and when I speak to DPD they have no record of even receiving an instruction from Vodafone...

I was tempted to cancel the order before activation but knowing Vodafone they would probably screw the cancellation and I would be left with no service whatsoever and no way of migrating to another provider. 

Has anyone else experienced such atrocious service? 

[MongooseGeneral]

I had a similar situation but thankfully it was resolved with one phone call rather than 10

I phoned as it was getting close to my activation date and no router, and the guy on the line just got another one sent out. The first was sent with Royal Mail apparently which they obviously can't track, the second with DPD. The second one was delivered to a neighbour as I was out - I didn't get a text or anything from DPD though which is unusual.

My internet hasn't actually been activated yet due to other delays...so I have a router and no broadband! Once they sent mine with DPD it arrived within a couple of days (apparently it took a short while to get it processed) so fingers-crossed you will get yours imminently. As I said, I got no tracking number but it still turned up, so hopefully the same will apply.

[Retired-LouiseE]

Hi @fraxos

I understand your frustration at this experience.

I'm afraid members of the forum cannot look into Broadband accounts. The best way forward is to speak with our Live Chat or call our team directly on 08080 034 515 and we will help you further. 

Louise

[Anonymous]

Yup, I had athe same exact issues. Sadly I just gave up and cancelled my service and went back to BT.

[fraxos]

Well this is beyond ridiculous now. As it happens, I did receive my router on the 5th but guess what? The broadband has not gone live yet!!!! Having called the dedicated broadband team on two separate occasions, the most recent about half an hour ago, the best they could say was that they did not know what happened and I should wait until 7pm when they will get an update from BT. 

When I asked them why they did not chase it up after I called them on Saturday to inquire why the line had not been activated their answer was trully appaling: "Oh we do not chase things like that up! We just wait for BT to come back to us..." When pressed about whether this could drag on for days and weeks, their response was equally appaling: "it could take several days..."

So here I am with no broadband and nothing I can do about it as I am stuck between providers...once this is done I am most definitely cancelling my service. Word of advice to Vodafone: "If you cannot get your act together then you might as well call it quits"...

[Soofla]

@fraxos

I had a similar story of woe - Live date on a Tuesday, eventually went live on the Friday with no ETA etc.

I was all for leaving too, within the 30 days etc. The problem - you don't get your £50 connection back. So it does mean taking a hit of £50.

I'm still undecided if I can afford to do this, but might be worth it for less hassle.

[Retired-LouiseE]

Hello @Anonymous

I'm sorry to hear you have cancelled your broadband. Please let us know if you need any further help. 

Hello @fraxos

I understand your frustration at this, for the latest updates please call our team on 08080 034 515 and we will help you further. 

Louise