Moving from Sky to Vodafone

[GemKni]

Hi everyone, just wanted a little feedback from members.

I want to move from Sky's basic broadband to Vodafone's Fibre 38. I see a lot of horror stories on Facebook about Vodafone's customer service etc but never many positives. Of course people usually love to complain but when it comes to praising a service, they don't bother, therefore there's only ever negativity.

Just want some feedback really, on the Fibre 38 package itself and are the customer service really as bad as everyone makes out? lol

Also, I don't want to be without internet for any amount of time as I need it for work. If I order Vodafone, will it cut off my Sky before the activation date or will it just switch over all at once? I know in the past it's just switched over flawlessly but when I asked the live help team a few moments ago, they were pretty useless.

Any help appreciated.

[Carly]

@GemKni

That's a shame to hear.

If you do change your mind, the Broadband Live Chat team can help with your issue.

[saverio]

@Carly

Without sounding obtuse, do your retention team actually have any desire to keep customers?

It's only that all I'm reading now across many media is that the retention teams are not really willing to offer anything for long term customers to keep them over and beyond what a new customer can get.

My own story several posts above is an example of this, I remember when VF really cared about hanging on to customers, now you're more than happy it seems to have people just walk away.

Do you enjoy selling handsets or would you rather customers just went Sim only?

[Colleen]

@saverio I'm sorry to hear you feel this way. 

Thanks for your feedback. We really do appreciate this as it helps us to improve our customer service in the future. 

[Nabs]

@saverio spot on! Ive been a SIM Only customer for years now and whilst each year the what I pay goes up Vodafone are still a long way ahead any deal I could get elsewhere!
Regarding their broadband... If they would let me use my own router then I'd switch to them in a heartbeat, doesnt matter how hard I try though they just won't change policy... I fear their insistence on a poorly performing router could be the death of the entire broadband serivice! Shame nobody at the top takes note!

[Nabs]

@GemKni line rental is a particular bugbear of mine... The wholesale price, what the ISP pays Openreach, has actually been going down for the last 5 years or so but the amount we pay seems to be going up at a rather fast rate!

Source: https://www.openreach.co.uk/orpg/home/products/pricing/loadProductPrices.do?data=63iUyYbpRV%2Fdw36mt...

[GemKni]

wow never realised that...disgusting really. How do they get away with charging us roughly £20 a month for line rental is beyond me. 

[Nabs]

We have no choice but to pay it so they charge whatever they like... Theyve got us all by the short and curlies!

[GemKni]

and I'm STILL waiting for my refund. Been over a month since I paid them the activation fee, about 3 weeks since I sent them back their hub because they did not hold up their end of the deal, I've called in twice about my refund which I was last told I should have by Friday and still nothing. Means I'll probably have to call in again, spend more money in phonecalls to get my money back. 

Is there anyone who works with Vodafone on here that can help me with this? 

[Jenny]

@GemKni - I’m sorry to hear this hasn’t been sorted.

You can contact our dedicated Broadband team by calling 08080 034511 or on Live Chat.