FTTP 4 Months to install, No Compensation and provided wrong speed...unable to upgrade

[RICKTARBUCK84]

as you can tell from the title ordering Fibre broadband from Vodafone has been anything but a smooth experience. 
As an existing Vodafone VDSL customer and mobile customer, they offered a great rate on their Superfast 200mb service, so on 26th July, I placed an upgrade order with an install date of August 11th. 
August 11th rolled around, and No Contact from Open reach, and No engineer arrived, Got onto Vodafone rearranged for the 17th of August. 
August 17th, No engineer, No Contact. Contact Vodafone again. Openreach had canceled the order. 
Placed a brand new order for FTTP Broadband with an install date of 12th September. 
12th September.... no engineer. contact Vodafone again and they said installation hasn't been possible due to "External Works" Being required and open reach would be in touch with me within 5 days. 
Open reach did not contact me so back onto Vodafone who said the same thing again. 
and again and again this went on right though September and into mid October. Eventually an Openreach rep calls and engineer came to do external works on the 20th/21st October, Which involved running a fibre cable from the telecoms pole to the front of my house and leaving a reel of cable in my front bush. 

The one and ONLY time vodafone contacted me without me chasing them was when they called to say openreach will be coming to do the internal works on the 4th of November. 

4th of November an engineer, well a pair of engineers actually showed up, firstly expecting to install a cable, but more importantly fitted the cable to the inside of my house and fitted the ONT Modem and got my FTTP broadband working. 

NOW, this is where the fun starts to occur. the past 10-15 times I've contacted vodafone every single one of the reps has said DO NOT WORRY YOU WILL BE COMPENSATED, To be honest its the ONLY reason I stuck it out this long, HOWEVER the day after the activation I get an email stating that they were sorry they couldn't activate my broadband on the 28th of October (at no point was that ever promised in the first place and you promised me activation in AUGUST) and they were happy they could get it resolved so quickly, they then went on to say that I would be getting a WHOLE 2 days credit off my next bill. 
I contacted Vodafone support absolutely kicking off and they said it was a mistake and I would be getting the full compensation based on the reorder install date of the 12th September, 12th September to 4th November to my knowledge isn't 2 Days. Anyway as of writing this on the 1st December I've had my bill and guess what..... NO CREDIT. not 2 days not the 53 days I am owed....NOTHING. 

SO will be calling in again tomorrow, 3-4 days of work wasted waiting in, countless hours on either web chat or phone to sort this out. 

the best bit though is when I placed a reorder with the phone rep they didn't replace an order for 200mb..... they placed an order for superfast 2.... which is 76mb..... the exact same speed I had on VDSL.... if they weren't so blood incompetent I would laugh. and If i try and upgrade it....... THEY CANT PROVIDE FIBRE TO MY ADDRESS! so offer me a 4G router.... 

I'm guessing I'm going to have to go to OFcom so i made sure to use the webchat system to engage with customer service at least every few weeks so i could have the chat transcript emailed to me as evidence of them saying i would be compensated and of the delays and broken promises. 

reading other threads i see so many people have gone there the same I'm not hopeful I'm going to have this resolved any time soon. Anyone actually get the compensation they were due in the end? or is it fruitless struggle? 

[MillerJones]

Ofcom do not deal directly with consumers.

Most people who end up contacting them it's a waste of time you will getting a response which mentions about following steps which is going through company you purchase from etc and putting in formal complaints.

This is one of many reasons why Ofcom are useless

Voda can not choose to credit you or not with compensation it's an automatic thing for Openreach customers.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

Even if you choose to leave which I would do in this case no point staying with people who treat customers like this and if people do this the company goes out of business or has to provide proper support also with you being on Openreach Fibre you will have many options (Unlike myself Voda are only option on CityFibre it has been this way for 3 years now)

Keep records of everything and contact like others have someone like director the email address can be found in some of the topics.

[RICKTARBUCK84]

Spoken with them today. They've said they can't do anything it's all automatic and will be credited after 30 days (currently on 28 since activation) so I guess we will see on Monday.... I have a Sneeky suspicion I'll be ringing them again on Monday 

[MillerJones]

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@RICKTARBUCK84 wrote:

Spoken with them today. They've said they can't do anything it's all automatic and will be credited after 30 days (currently on 28 since activation) so I guess we will see on Monday.... I have a Sneeky suspicion I'll be ringing them again on Monday 

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No update i expect this went fine?

[RICKTARBUCK84]

Spoke to them today. Still no Compensation. They've now changed their tune and said it will be applied on the next bill after the 30 days. Which will be 2 weeks today. I've also lodged a formal complaint over how the entire debacle has been handled. However all the manager seemed to do was reiterate their standard string pull apologies... This will be looked into. We will look at our internal processes. We are so very sorry its not the service we expect to deliver etc etc 

[MillerJones]

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@RICKTARBUCK84 wrote:

Spoke to them today. Still no Compensation. They've now changed their tune and said it will be applied on the next bill after the 30 days. Which will be 2 weeks today. I've also lodged a formal complaint over how the entire debacle has been handled. However all the manager seemed to do was reiterate their standard string pull apologies... This will be looked into. We will look at our internal processes. We are so very sorry its not the service we expect to deliver etc etc 

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If this was the response I had received I would have said not good enough you will pay me the compensation into my bank account now as I am leaving penalty free.

Then move to another company it's worth paying a bit more or lower speeds for a proper service.

Voda needs to learn this is unacceptable and if people keep allowing this to happen nothing will change.

[Jayach]

@MillerJones 

I understand the sentiment, but you/we are in a contract, you can't just take it on yourself to leave and not expect problems.

[MillerJones]

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@Jayach wrote:

@MillerJones 

I understand the sentiment, but you/we are in a contract, you can't just take it on yourself to leave and not expect problems.

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You can leave any contract at anytime if you wish (Not free unless see below)

Ones which they do not provide the service or a person runs into issues with them not correcting it in a timely manner invalids contract so you can leave penalty free.

[Jayach]

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@MillerJones wrote:

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You can leave any contract at anytime if you wish (Not free unless see below)

Ones which they do not provide the service or a person runs into issues with them not correcting it in a timely manner invalids contract so you can leave penalty free.

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True, but to avoid possible legal challenges, you should go via the complaints procedure which states the time as up to 8 weeks. If Vodafone don't agree to let you leave, it should go to arbitration. (CISAS)

Leaving and paying the early termination fee, is keeping to the contract.

Let's hope we never get to that position.

Complaints Code of Practice | Vodafone UK

[RICKTARBUCK84]

as I have 4 mobile phone contracts with them and also a device plan, up and leaving isn't on the cards, and while there is still hope of receiving said compensation I am trying my best not to rock the boat as it were. That being said should I check my bill on the 19th of December and no compensation has been applied I will 100% be kicking off, demanding the money be paid immediately, as they have no excuses left at that point as both the 30 days AND next bill will have been created if this is not done I absolutely will be telling them to cancel the Broadband agreement and will be going elsewhere, unfortunately just wholesale moving would incur large charges/long term financial issues for none payment which would haunt my credit file for many years to come. they do have you over a barrel to some degree...and i think they know it.