Extraordinary install nightmare

[eggybread]

I decided have Full Fibre installed.  City Fibre were great. However, when they plugged the router in it didn't power up.  Tried a different sockets, everything.  The installer had never seen this before so it must be rare (?).   Vodafone confirmed via video call that the router is faulty. 

Anyway, I'm three hours into calls and chat with Vodafone and they are refusing to replace the router.

I've been told a variety of reasons. Right now I'm being told I have to wait 24 hours, go through the technical support checks again, and only then will they consider replacing the router, but it will 'take some time'.

Surely, it's just a matter or swapping out the broken bit of tech?

I'm this close to cancelling right now as I'm paying for a service I don't have because the router supplied does not work.

extraordinary

[eggybread]

Four + hours into technical support calls and chat I get told -

"you have already had a conversation with our tech team and they have asked you about raising faulty router request but you denied , as this will delay the service right?"

I haven't denied anything, or discussed a delay in service - I just want a replacement router -  why has the support team written it up like that?

[eggybread]

I know I'm talking to myself here - but I'm stressed and had to share - the reason vodafone cannot supply me with a working router to replace the broken one is because .....  the computer says 'no'. I've been told I have wait to 24 hours for the portal to allow me the order to take place - but before they can do that I have to have another video call with technical support to confirm what they already know!   Madness.

[eggybread]

So ... just had a call from Vodafone they say they can't replace the router until the after 24 hours AND the technical team make some changes to it over the internet.   How is this possible if the router cannot be power on?

Welcome to the metaverse.

[Gemma]

@eggybread - it's disappointing that you're having this experience and I hope it doesn't result in you leaving us. With the router not turning on at all, I can completely understand your frustration with having to wait. It sounds like your order may have been in an 'open' status on the system, which would result in any other orders not being able to be placed until it's completed. 

[eggybread]

Thanks Gemma - it was an example of the computer saying 'no', sadly to the detriment of everyone's hard work in customer services. 

Apparently my replacement router has now been ordered.  I wasn't able to get written confirmation or an order number, but I'm hoping my DPD app will let me know soon.

fingers crossed

[Gemma]

@eggybread - thanks for the update. If you don't hear anything, then please message my team on Social Media. When you do this, please advise you've been asked to get in touch from the Community, just to make sure an order's been placed.