BEWARE 14 days, 5 different Faults still no resolution.

[dm9256]

On Monday I had Full Fibre installed but the connection was not showing as active by Midnight.

I spoke to an Agent on Tuesday who advised me there had been an internal error and that there was a restriction on my account. I was told this had been resolved and that I would have access within 24hrs.

After the 24hrs I still did not have access. On Wednesday I spoke to another agent who advised that there had been an issue at the cabinet side and that this was 50% through being resolved and that I would have access by Thursday morning.

On Thursday morning I still did not have access. I spoke to another agent on Thursday who advised the work had been delayed and that it was still being worked on. The agent advised that this would be resolved by Midnight at the latest.

On Friday I still didn’t have any access. On Friday I spoke to the WifiExperts Team. They ran through some configuration checks for the hub. Any advised they would need to raise a request for the configuration to be manually pushed through to the hub. They advised this would take 24 hrs and I would receive a text from Vodafone when this had been done.

On Saturday after 24hrs advised. I have not received any text or email form Vodafone to confirm the hub has been reconfigured. And I was still not receiving an active signal on the hub.

Spoke to advisers on Sunday who advised the request that had been raised for the configuration to be manually pushed through actually takes a minimum of 48hrs but can be up to 5 days. I was offered free internet data if we had a Vodafone mobile which we do not and £10 off of my first bill.

Today (Tuesday) I have been advised that the Assets(hardware) themselves are not active on the system. And that a separate request that can take up to 5 workings days will need to be raised. When I asked if this could be escalated as this had been missed by the agent that had dealt with me on Friday. I was told I would need to wait the potential time frame of another 5 working days.

There is no guarantee that when this issue has been resolved that there will not be another underlying issue that has been missed like there has been previously and that I will not have to wait even longer.

Since the Full Fibre has been installed, I have spent at least 12 hours speaking to the various teams on chat. The agents I have dealt with have all been polite and helpful, but the issue still remains.

I have never experienced any issues like this with my previous provider Virgin Media. They offered me a much-reduced deal after I had left them and at this point, I feel like I should just cut my losses and go back to Virgin.

I now feel I’m wasting my time trying to get the issue resolved, only to be told the issue will be resolved in 24hrs and for it inevitably not be. That fact that the issue cannot be escalated after this long and all the different issues feels like the final kick in the teeth.

[Gemma]

@dm9256 - I'm sorry to hear the experience you're having with getting your connection sorted. It's also disappointing to hear the amount of time you've spent talking to us. I'd usually need to refer you back to our WiFi Xperts team for this, although I understand you'd like this escalating. So that my team can check this, please come and talk to us through Social Media. Please include a link to this thread. 

[dm9256]

Hi, thanks for your reply.   I tried to speak to someone on Facebook, but after their initial comment I haven't had any reply in 25 mins.  I'll try again later.

[dm9256]

Hi, Gemma

I tried contacting using Facebook chat again.  But as per before after the initial message I've not received any reply in 20 mins.  I'm assuming that there is an issue with the Chat.

[Jayach]

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@dm9256 wrote:

I tried contacting using Facebook chat again.  But as per before after the initial message I've not received any reply in 20 mins.  I'm assuming that there is an issue with the Chat.

No, they always take an absolute age to answer/go through security. One reason I would never use it again.

[dm9256]

You not kidding I left the chat after 25 mins thinking there was a fault.  But when I checked the chat later on, they had replied 40 mins after their initial question. 

[Effie]

Hey @dm9256 I hope you're well 🙂 The Social Media team work on a queue based system and because of this, they don't operate like a LiveChat service. Messages will be responded to when they are assigned to an available agent. This means there can be long delays between replies, especially during busy periods. The team will always get back to you as quickly as they can though. 

[dm9256]

Thanks, Steph.  I'll try again today.

Just some feedback It may helpful if the chat started with an automated message advising it's a queue-based system and to expect delays in response.  I may have missed it if there was a disclaimer for this.

As it was Facebook chat, once I got through to an agent and was asked a question, I assumed it was a live chat.  When I didn't get any response after 25 mins, I assumed there was an issue and think many others will as well.

[Effie]

Thanks @dm9256 Some excellent points made and I've raised this to the management team to see if we can have the initial chat message response reviewed to advise this 🙂

[Jayach]

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@Effie wrote:

The Social Media team work on a queue based system and because of this, they don't operate like a LiveChat service. Messages will be responded to when they are assigned to an available agent. 

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That explains why you seem to get different people responding. Shame they don't seem to bother reading the previous replies.