Terrible Broadband speed, terrible customer service - At a loss what to do next!! ... Any help??

[paulg1792]

I am at a complete loss as to where to go next with this terrible situation.

We moved our Broadband service to Vodafone in January with the 38MB package. We have since never reached anywhere near this speed or the service promised. Maximum speed is 5mb whether wired or wireless.

We have spent hours since, either on hold or trying to communicate with customer services. We have jumped through countless hoops, repeating processes after processes. We have had 4 engineer visits (meaning time off work) ..... all to no avail.

The last conversation took more than 2 hours (again)  either on hold, waiting to be transferred or trying to communicate/understand what customer services are telling us, we asked to be allowed to move provider and gain a full refund and their response is to charge us a cancellation fee!!

We are not unreasonable people and accept there may be teething issues but this has gone on far too long and  affects our work and family life.

We are at a loss what to do next .... If anyone can advise what the best way forward is I would really appreciate it

[robmar0se]

The first thing to do is review the original letter/email, and see what the minimum speed they gauaranteed.  If your speed  is l;ess than that then  you have the right to cancel without any fee; you may need to document your emails/telcon's to back up that you have given Vodafone plenty of opportunity to resolve the problems - get yr speed levels here, worth getting a batch of speeds as one won't suffice.

http://www.speedtest.btwholesale.com/

also do this test which is what you should get, but Vodafone often give a lower minimum (VDSL Range B low usually) - 

https://www.btwholesale.com/includes/adsl/adsl.htm

If your problems are not just seped but drop outs/no connections, then our records are important.  If Vodafone are still difficult, then fill in their complaint form. 

https://www.vodafone.co.uk/vodafone-uk/complaints/form/

you can also contact Ofcom who talk a lot more sense than Vodofone CS - 0300 123 3333  - they'r getting a lot of com plaints re Vodafone I gather.

[TJ]

I'm really sorry to hear that you've had so many problems @paulg1792 and completely understand your frustration.

We'd love to help get this fixed for you once and for all, so you can use your broadband as you should be used 👍

So we can escalate this to our Broadband team for further investigation, I've popped you a private message over with details on how to get in touch. Please complete the form and one of the team will be in touch to take a look into these slow speeds for you.

[paulg1792]

email sent at the weekend. Still waiting a response

[beefqueen]

Yeah, I raised a fault at the weekend - no-one has bothered to respond to us either.  They must be inundated with complaints.  

[paulg1792]

I am getting nowhere ... Broadband still woeful and unless i get this dealt with by 8pm tomorrow night i am going to OFCOMwoeful broadband speedwoeful broadband speed

[TJ]

If you've emailed the complaints team we'll be unable to access this, as we don't have the ability to view other departments emails.

Please continue to keep us updated - or alternatively you can contact us using the private message I sent out to you further up the thread. This way we can personally make sure that this is picked up by our Broadband team for further investigation. 

[paulg1792]

I have already sent you private messages via your link and it just seems to be ignored. Have sent another one private message today

[paulg1792]

.... and still we wait .... ive experienced some poor customer interaction but Vodafone is on another level 

it gets worse!!

[MartinJ]

your screen photo made me laugh..  check that top banner - how ironic