Vodafone BroadBand. .. ,, Beta testing Customer Services..

[Steve7]

Greetings Readers.

This is not a critique, this is just a modern tale I thought I would share, then I can find it all in one place... 

22/8 

I fill in the online form for Vodafone Broadband.. (£25 per month NO LINE rental) that is a deal breaker! 

I get the emails, saying welcome, blah blah.

31/8 -dated I get an letter from BT confirming I am leaving them, and a refernce number date of disconection. 15/9

No MAC codes needed, this is great.  except, I do not recieve a router after 4 days, odd.

I use the WEB reference, for tracking..that number does not exist.

27/8

I use live chat to Vodafone help line, do I have an account number, NO 

am I a Vodafone mobile customer NO 

Live chat creates a new set of welcome emails and I get new WEB number.

I try to track the order again. Number not recognised 

I call Vodadone 

Do I have an account number, No

Am I a mobile customer No.

with out those peices of info I have to press New customer. 19 minutes later.

Told there is a problem, but we will resubmit the order. 

More emails, Welcome to Vodafone, WEB number, ect ect

Check with live chat.

"Do not worry though sir as the order will be recreated within 72hrs, you will not be charged again and you will also receive notifications via email/SMS as well as the router!"

30 minutes. but the router is on its way.

September and still no router, 

Sent email 6/9 to the CEO, no reply.

9/9 5 calls, to vodafone

12/9 2 calls to vocafone 35 minutes.

Im told "someone cancelled it at OpenReach"  

Really, ?? email me the reference number. 

One call back from Customer services to tell me they will call  me back as it needs a supervisor to look over where the problem is.

Which brings us uptodate, 

I live and work in a world where things can go wrong, thats not a problem, its how we sort them out thats the issue here. 

I seem to have done all the chasing around on this one.... 

and the question I am left asking, Does Vodafone want my business. 

[Retired-LouiseE]

Hello @Steve7

Can you please elaborate on what this issue is regarding? Is this a Broadband issue?

Louise

[Steve7]

Hi Louise 

Im not sure how to reply to your question, I thought I had covered my problem in my first post, but just to recap.

Over 5 weeks ago I orderd on line Broad band 76meg package.

I have acceptance emails of Vodafone and BT. 

3 times the order has been placed, once by me, and 2 times by Vodafone customer services,  but I have yet to recieve a router or a line transfer. ?

If it carries on I will have to bribe some of the people who I know who work for OpenReach in to telling me whats happening.

kind regards

Steve

[Retired-LouiseE]

I see, I'm sorry to hear of this experience, I completely understand your frustration. 

I'm afraid the only way to contact / discuss broadband related issues is to call our Customer Service Broadband Team on 08080 034 515. 

One of our advisers will be able to access the account and help you further. 

Louise

[Steve7]

I will give them a ring when I have a free hour .. or so...

They could drop me an email, Im sure I can reply to that...

[Gormcc]

Hi m8,  I went through the same initial thing with having my current supplier giving me a switch off date and nothing from VF, only to receive a mail from VF saying the order was cancelled.

When I contacted them they could only re input the order and it would take upto 14 days to establish the BB and phone line. This would have left me without a service for at least 7 days, and that's only if things when OK. 

I cancelled the order on the 1st of September and at present I'm still waiting for the refund of my line activation fee. I  was told yesterday Fri 23rd that I would have a call back in 24 hours to sort it out, but still nothing.

This is just a warning to anyone who cancels their order, it's not the end of it. You will still need to spend at least another 3 hours on the phone trying to get your money back. I'd advise anyone who is swapping to VF "ONLY PAY THE ACTIVATION FEE WHEN YOU GET A DATE FROM VF THAT THE LINE WILL SWITCH "

[Retired-Cara_B]

Hi @Gormcc

I can see that you've also posted here. Please get back to us on that post if you have any further queries. 

Cara