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?

[Ablair78]

I’ve had the same issues, the staff don’t know what they are doing and try to stop you from cancelling your contract 

[robmar0se]

I have read a very useful article in the DT in regards to Vodafone service issues. see here:

https://www.telegraph.co.uk/bills-and-utilities/phone/vodafone-make-customer-services-listen-complai...

Interesting to note that Vodafone are at the bottom of the pile with TalkTalk. Atleast BT have done something about their service, bringing their call centres back to the UK.  Expensive, but so far impressed on the occassions thatwe have had to contact them.

Anyway I have written to Nick Jeffery at Vodafone as clearly I was hitting a road blcok with their customer services team and their misunderstanding of the Rules laid down by both Ofcom & BT Openreach.

[Dunedin23]

That’s a dreadful indictment on VF I must say my situation regarding broadband and phone has been good. Three  friends who were going to follow me to VF have pulled out because of reading various media complaints and reviews like the one you’ve highlighted. Surely VF will put its house in order?

[TJ]

@robmar0se I'm really sorry to hear about the problems you've had getting your existing number transferred over to us. I appreciate your feedback on your experience too,  I'll make sure that it gets passed on as we're always trying to improve our customer journey.

We'll be more than happy to get our Broadband team to investigate further for you, so we can do this I've popped you a private message over with details on how to get in touch.

[robmar0se]

Hi, thank you for yr Private Message, I am not going down that path, I find that the information requested is irrelavant & intrusive - why do you need to know my date of birth and all sorts of other personal information, only to repeat what is already fully described in the original post.?

I almost feel as though you are trying to get he issue of the forums..

You have the original post, if you contact Mr Jeffery, you will have all the pertinent information to hand.  If you give me a phone number/name I am happy to phone you.

[TJ]

@robmar0se I'm sorry if it feels intrusive at all but we need to go through security in order to comply with our Data Protection policy. We take security very seriously and want to keep our customers safe.

We send the form along with the private message as we're unable to access customers account directly via the forum as it's a public platform - most queries are account specific and require further investigation.

You can contact our Broadband team directly on: 08080 034 515 or get in touch with our Live Chat team.

Please don't hesitate to pop back to us if you change your mind and please continue to keep us updated.

[robmar0se]

Response to TJ - I guess you are just going by a script!  Since we aren't a customer, as we originally decided to switch to Vodafone Broadband, there are no pertinent security issues.   So my birth date is totally irrelevant!  I've given you my phone number - but silence, in fact no pro-active effort from anyone in Vodafone.

I would have thought Vodafone would have been more efficient in resolving line transfer issues to gain new clients, but I'm getting the impression, you are only interested in the easy ones, and ignore those which are more difficult to resolve.

Since Wednesday when I was told a manager would call, I have heard nothing, in fact have heard nothing from anyone in Vodafone which seems to be pretty standard from reading these boards and reading reports on Trustpilot where Vodafone gets an incredible 83% bad rating.  I guess it could be that you have so many problems, your staff are constantly fire-fighting - & can't take on any more.

As an aside, our neighbour is being more helpful as a BT customer, the latter have arranged with Openreach to replace our existing shared overhead cable on Monday.  We will try to speak to the engineer and see if they can throw any light on the issues.

Vodafone, you should be ashamed of your incompetance and lack of initiative.  Others I have spoken to, attracted by Vodafone offer, are being put-off by the weakness of Vodafone CS, 

If indeed Vodafone can't or wont take the issue on board, and have to go elsewhere, we will review our separate existing 2 x Vodafone mobile contracts.

[DaneB]

I'm sorry you feel this way @robmar0se and I can only apologies for the experience you've had with us. Have you since recieved your manager call back?

[robmar0se]

Thank you for your comment.  Yes I think everyone would feel the same way.

It appears pretty standard that where Vodafone has agreed to return a call, it would appear far too frequently they don't., especially where the situation is difficult.  No one has called me back.  I will try one last time, but we are becoming truly disillusioned with Vodafone.

I am beginning to feel that perhaps we are lucky to hit problems at the outset rather than into a contract with the apparent dreadful level of support.  I'll give Vodafone 48 hours to engage in a meaningful dialogue otherwise we will go away (do I hear Hurrah?) - You have our phone number in previous PM responses.

Lastly, could I make a suggestion to you moderators - where someone is trying to join Vodafone and encounters difficulties as we have, - why in yr PM ask them to sign in?  As no account exists, therefore there is no security issue, all you need is the number and postcode and that should be sufficient.