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]

Hi @Steve7

I completely understand your frustration and distress at this. 

The best way forward is to recall our Broadband Team on 08080 034 515 and we will fully investigate. 

Louise

[Steve7]

Thank you for the reply...

Once again I called the help line and explained it all again...

Still no router here and my line is due to be taken over by Vodafone on the 15th.

:(((( 

This time they said.....I must have missed the delivery day ??

The person was trying really hard, but had to transfer me to customer services and .... I was in the PRESS 1 , 2 or 3 

I pressed option 3 and it thanked me for calling and said "bye"

There has to be a better way for this to work.....

[Steve7]

Chatting to Marie now, shes reading my notes......

and now shes put me on hold to ask some one else...

26 minutes...... so far on hold...

easier to call me back 

Im pretty sure this is an openReach screw up, but how it gets sorted will be a test of Vodafones resources...

😕

[Retired-LouiseE]

Hi @Steve7

Please recall our Customer Services team on the number provided above and they will help you further. 

I understand your frustration, our apologies for the inconvenience caused. 

Louise

[Steve7]

I called the number it asks

1 enter your vodafone number...

  A. I dont have one

2. enter your account number

 A. it does not like that either as my account ....

Update, 

Just spoken to a Support Resolution team and its all gone pear shaped 

but at least its getting higher up the chain.

learning curve for everyone.

[PhilMaxwell]

Same thing happened to me...

Today, after 5 'cancelled' Vodafone orders, and the absolute assurance from several customer services advisors and the Broadband team that it was IMPOSSIBLE for BT (my current provider) to disconnect me, guess what...??

Yes, my BT broadband turned off and Vodafone hasn't turned on...

Haven't got a router? you can have one of mine, I was sent two...

[Steve7]

Ah , you must have one of my routers that never arrived. 

This is a newish venture for Vodafone, and I have no axe to grind, I want to move from BT and loose the line rental shackle. 

None of the telecoms companies really has made a name for themselves for customer service, think Talk Talk, EE, BT and the rants on here are echoed on other forums.

I just hope some one who is in charge will look at his business plan and think "hey if we do things better we can get more sales."

In the mean time, at the moment I still have a line that works, ...

Had one missed call today, but no emails of customer services, which I asked for as I work part time in a non mobile enviroment.

PS, I am available for Consultation, Training,  

[Retired-LouiseE]

Hello @PhilMaxwell

I understand your frustration. 

If you continue to experience problems please call our Broadband Customer Service on 08080 034 515 and we will help you further. 

Louise

[Steve7]

Its nice that YOU understand ,its rather strange that a company that wants to grow this business, is spending time Advertising its product, does not.

Im still in the same situation I was 30 days ago, minus about 3 hours of MY time that I have spent chasing/on hold/talking / repeating the talking / and listening to the muzak while being on hold.

Here is an idea..... USE EMAIL or TWITTER.  other companies manage it really well.