New Broadband connection - Still not activated and no call backs

[helpme1986]

So I ordered Broadband a few weeks back for installation on 14/11/16, i was then advised it needed to be pushed back to 15/11/16.

On 15/11/16 at approx 7pm there was still no connection so I called to confirm it would still be done, I was reassured it would be done but could take up to midnight,

16/11/16 still no connection, they confirmed everything tested ok at their end and I've done as much as i can from my end so they have passed to 2nd level support advising i would get a call within 24hrs

17/11/16, no call back and when speaking to them its actually a 48hr turn around.

It seems fairly obvious to me that if all tests at their end are ok that a engineer should be booked straight away, especailly as its a new connection, why go to 2nd line support?

Its going to be at least 5 days after my original activation day until i get the internet back which I need for work,

Yes i have tried live chat (had to go through sales to get transfered) they just say call customer services, i call customer services but they cant do anything until 2nd line pick it up and they cant flag as urgent.

Pretty sure if its not active by the weekend ill be cancelling and going to another provider,

Can anyone help at all!?

[Soofla]

I had a similar experience to yourself.

I was due to go live on November 1st, didn't happen. I was then told there was an issue stopping new users from being authenticated onto the network, but there was no ETA as to when that would be fixed.

November the 4th was my eventual "going live" date.

Nobody at Vodafone wants to take ownership of an issue - I had to do the chasing, I had to speak to a different person each time, when they should have been contacting me.

Be careful on the cancellation, you don't see the £50 connection charge back. Although they maybe in breach of contract by failing to get you connected, so might be worth looking at.

[helpme1986]

Thanks, is it worth sticking out for? All the reviews ive seen say they constantly drop, slow speed etc but obviously people who arent happy are more likely to leave reviews than those who have good service

[Soofla]

At this point in time - I'm not 100% sure.

After getting my connection live, it started at 80mb and then dropped to 54mb over the first 10 days. Both BT & Talk Talk had managed to get me a pretty stable 74mb connection over the same line.

I managed to convince someone that this issue needed to be looked into. I was assured that Openreach attended site, that my DLM had then been subsequently reset.

Right now my connection is at 76.6mb and has been for around 72hrs - however, over the past three mornings at 12:10am the line had disconnected and then reconnected. Five minutes of downtime, not the end of the world - unless of course you're in the middle of something, then it is a problem.

Also the fact I want to use my Draytek router and currently Vodafone won't let me is annoying. I'm investigating this at the moment, trying to take that issue as far up the chain as I can.

[Rahim]

@helpme1986 @Soofla If you still require help, please get in touch with our Broadband team via 08080 034 515 or via Live Chat. 

[helpme1986]

As per my original post:
Yes i have tried live chat (had to go through sales to get transfered) they just say call customer services, i call customer services but they cant do anything until 2nd line pick it up and they cant flag as urgent.

I finally got a call Saturday to say an engineer has been booked for Tuesday, 4 days to book a engineer is crazy, should have been done on day one

[Rahim]

@helpme1986 Thank you for keeping us updated. 

Apologies for the amount of time it's taken to arrange an Engineer visit.