Switching landline to Vodafone problems; Vodafone staff don't know the rules

[robmar0se]

We want to switch landline/broadband to Vodafone as we have our mobiles with them.  Vodafone piggyback on BT OPenreach as does the ceasing company. Should not be a problem.

However Vodafone tell me there is an issue which translates that the existing number can't be transferred. As both with Openreach there are two possibilities 1. outstanding orders on the line with the ceasing company - they confirm there are no outstanding issues and no reasson from their end why the line can't be transferred.

2. An Openreach isuue:  If this is the case and we suspect it is since our neighbour has a BT engineer visiting on Friday.  Ofcom & Openreach both say it is the responsibility for Vodafone to address with Openreach.

The guy addressing  this problem at Vodafone resolutely says it is the ceasing companies problem, he says his manager confirms this.  This tells me that Vodafone has some real training issues.

Catch 22  Vodafone are relatively new at this game, and from other posts, and my son's experience, Vodafone don't have the transfer business down to a fine art.  perhaps they need to improve their training of staff whio are actually quite personable and strive to help, but without proper support.  Management issue?

[Mark]

@robmar0se I'm disappointed to hear your issue is taking longer than expected to resolve. If you've emailed us using the link @DaneB provided, please let us know the case ref (looks like [#11234567]) from the auto response you received.

[robmar0se]

Re moderators last note the only ref I can find is EFT195.

FYI I have now had a response from yr directors office.

[robmar0se]

Gosh all gone quiet.  Nothing from the moderator, nothing from [Removed] for over a week (is he still there?), and certainly his manager's call back never transpired.  I gather that the director's office will respond by COB tomorrow.  Watch this space!!

 [MOD EDIT: This post has been edited to remove personal information please see Community Guidelines]

[Mark]

@robmar0se I'm sorry for any confusion. The reference number require looks like [#11234567] and will be at the top of our auto response. If you've not received the auto response, we've not received your email, please check your junk/spam inbox for this.

[robmar0se]

I don't use junk/trash folders - however because your colleague insisted on account details which any new potential customer doesn't have, yr notification emails are in my mailwasher recycle bin - as there are so many in there perhaps you can give me a better clue?  Otherwise why not have a chat with [Removed]

[MOD EDIT: This post has been edited to remove personal information please see Community Guidelines]

[robmar0se]

PS  I have been through all Vodafone emails in my recycle box and can see nothing that would relate to such a reference, onAll I can find is as follopws:

If you need to contact our team directly:   Click here and enter your information. Make sure you click the link to send us your details as we’re unable to respond to private messages. Enter the code EFT195 in the box. If any additional characters or spaces are entered the rest of the form won’t appear Include your forum username and a link to your post within the main text box Make sure you include any other info needed 

[robmar0se]

I'm sure everyone is becoming bored by all this, maybe I should start a new thread?

However, I have e called another broadband/mobile provider.  I was put straight through to tech support (never happens at Vodafone).,  I told him the background and what Vodafone had told me about porting the line.  He asked the relevant questions, went back for a couple of minutes, and confirmed there is  no issue in porting the line.

Question would you believe Vodafone of John Lewis?

I am just an intermediary advising the client, their decision, but I cannot in all honesty recommend Vodafone to this client or any other, its just the chaos, the business model of how Vodafone handles calls/problems, credibility of what one is told, the lack of diligence of manager call backs, and lastly the incompetence of those responsible for interfacing with Openreach.

Its a sad indictment.- I'm worried as I hold shares in the company!

[robmar0se]

Someone from Vodafone phoned my client, ignored all th hassle, no apology and just said they would port the line. In their 2 line email. no mention of porting, I frankjly don't trust them; their reply ignores the email sent to their directors office, frankly is rather rude, and disdainful of the problems encountered.

We have replied that we need a full explanation, and gurantee, however my advice will be that a switch to Vodafone is too risky.

[TJ]

Thanks for the update @robmar0se.

I'm sorry if you feel the email wasn't sufficiently explanatory and you feel that the team haven't been apologetic enough. Believe me, that's not our intention and we'd love to get everything resolved for you as quickly as we can.

Please continue to keep us updated and let us know what they advise once they've got back to you. 

[robmar0se]

CS no longer responds, the manager never made that promised call (despite reminders), even the Directors office appears to have given up (the delegatees didn't appear to have any executive powers anyway).

So decision made we will no longer persue our application for Vodafone Home Broadband.  These boards were an enlightenment into the problems that customers have, and the haphazard disorganised way Vodafone deals with queries/problems.  The only positive is that "customer facing" staff always mainain courtesy, negative is that no one has authority to take ownership.

Wish you all well, I suspect that Vodafone will realise at some point that reputation is just as important as profits, the balance is all wrong at the moment.