Engineer didn't turn up!

[ac580680]

I arranged a day off work after the emails, texts and letter which Vodafone sent me to remind me when the engineer would be here.

Alas, no engineer arrived. I called customer services and waited on hold for 2 hours, till my phone gave up on me! 

Is this a sign of things to come? Could someone get in touch with me as I'd like to cancel all services before they start. Not a happy potential customer! 

[drv88]

Same thing happened to me. I managed to get hold of someone on the phone and they said the engineer would have turned on the internet from a box on the street. 1. Why didn't they tell me that before my wife had a day off work? 2. Why didn't they contact me when this had been done? 3. The internet still isn't working anyway.

[ac580680]

I don't even have a working phone socket in the house, so no chance of that working for me either! 

[TJ]

Thanks for getting in touch @ac580680 and @drv88. We want to get you up and running as soon as possible.

One of our team will be happy to access your account and take a closer look into your engineer visits. Please get in touch via Facebook at Vodafone UK, or contact us on Twitter using the handle @VodafoneUK.

Please also provide a link to this thread, along with your username; this will save time and we’ll be able to help you quicker.

[acastiel]

Hi. I have got the same issue. Can you please help me with this. This is really frustrating. I would define this as a fraud!

[Adam]

Hi @acastiel  you'd need to contact us on our social media channels so we can get this chased up for you. I appreciate it's really important to have a stable broadband connection, so we'll be happy to help.

Facebook - Vodafone UK

Twitter - @VodafoneUK

[vivekkhanna]

Hi TJ, 

I have purchased a new broadband connection which got installed on 19th may, but so far my service is not activated yet. I have to call everyday to customer care or 2nd level tech team but team has no clue what is going on and why it is not yet up and running. to the best they just book an open reach engineer which never shows up, at the end of day open reach gives a note that router is not up at my home and rejects engineer request and cycle is now ongoing from days and today it crossed limit when Vodafone rep said that we have booked engineer so many times that we can't now even book an engineer for you. This is totally unethical, unacceptable and highly unprofessional and i am surprised that vodafone is so crippled that it is unable to get me an engineer to resolve any fault. This is totally frustrating that such a big company is setting up benchmark on how not to behave. I am clueless that how hard is it to get a new connection from Vodafone. the coordination with open reach is definitely wrong here as despite of high level escalation neither of two companies are taking this seriously.

[Adam]

@vivekkhanna I do really understand your frustration, but you're best calling and speaking with our customer service team on 191, or reaching out to us on social media. We'd need to access your account to see exactly what steps need to be taken, we won't be able to do that over the community. 

Facebook - Vodafone UK

Twitter - @VodafoneUK

[KXL]

Yea my engineer didn't turn up either (and no sms or email saying they wouldn't). It's ironic, because if I wasn't at home, and they did turn up, I would be charged a fee! As the opposite happened, we should be refunded a fee for making an effort to be at home!

Luckily I had an overlap with my previous internet provider for a day which didn't require a phone line, so could still work from home that day. Anyway this story did have a happy ending as I just connected the router to the microsplitter, and into the wall, one line to the router, one line to the phone after getting impatient at 12:30 (8-1pm was the time slot for the non-existent engineer) and it was working from the get go, and so did the phone line (which has been dead over 2 years). Speeds in the first few days in the 60mbps mark (over 5ghz AC) and a week later, realised this is now nearer to the 70mbps mark, both speedtest and sync speed on the vodafone broadband app. So not all is bad...

[Tygorian]

I could not be more annoyed or disappointed with Vodafone. Engineer was supposed to call today between 1pm and 6pm. I took a day off work and called at 5.45pm to ask where he was and was then told they would not be arriving until tomorrow at 9am to 1pm which doesn't suit as my Wife is taking our child to and from nursery then.

Nobody bothered to tell me the engineer was not coming today.  I wasted a day waiting for someone who was never going to come.

I am moving address and thought I would stay with Vodafone so my current service was ended yesterday. Currently I have no service with Vodafone. I hope I will not be charged during this period. After my experience today I am not sure if it's worth staying with Vodafone at all and will weigh up my options.