Help !!!!!!!!

[PC99]

Hoping someone sensible at Vodafone will read this - FTP was completed on the 13th Dec it’s now the 20th , broadband speeds are fine but I cannot receive incoming calls on the landline (digital service) cannot access or use the Vodafone app because my order is still open , have given up on Tobi communications as I get nowhere , did speak to a human to chase the order closure who confirmed that he did this on the 16th and everything should be working within 48 hours - it’s not ! To cap it all my existing copper broadband and phone connection with Now is still active and it appears that my landline number is split between both services Now tell me that it will stay active until Vodafone complete - checked my account and it shows all of the steps in my order surely it only takes a push of a button to close it off .

Have read a few nightmares on here and hope that I not going to be another statistic and regret moving to Vodafone  - 

[PC99]

Thought I’d try tobi again got through to an operator and just wasted another hour of my life , told me that they had asked for completion again (even though I had a telephone confirmation this had been done on the 16th whilst I was on the line)  and that all should be in order in 72 hours , must admit I have no confidence in this but hoping to be surprised 

[Mark]

I'm sorry to hear you've had this kind of experience @PC99. Let's see if we can get to the bottom of this and make sure everything's on track to get you up and running in the time scale advised. As we'll need access to your account to do this, please pop us a message via one of our Social Channels.

[PC99]

Registered a complaint earlier this morning, received a call back just now (not from uk) and told it had been investigated and will be sorted by 22nd Dec and £10 credit to my service account , still not convinced but will wait and see 

[PC99]

Vodafone complaints team called me and now say order will be closed on the 25th Dec  - must admit that if you raise a complaint online they do get back to you within a couple of hours - however it just that the standard solution is to tell you it will be sorted in 48 hours - well it’s now 168 hours from the first promise and 72 hours since the second - I live in hope 

[PC99]

Tried contacting Vodafone by social media (messenger)  but received no response. Phone is now accepting incoming calls  but my order is still open and has not been closed by 22nd as promised  - so I cannot access the broadband app and sections of my account - not really a problem now as everything seems to be working OK but just annoying 

[CallumR]

Hey @PC99 thanks for making us aware that you've reached out to our Social Media team. One of our agents will get back to you as soon as possible. 

Good to know that you're now able to receive incoming calls and everything seems to be ok for you. 

[PC99]

No one contacted me - still can’t properly access my account or the broadband app as it says my order is still in progress have been promised numerous times the standard response that it will be close within 48 hours still nothing has happened on no one from the complaints team have responded to my request for a reasonable explanation of the problem

[PC99]

Another day an hour on Tobi and 15 mins on the phone - another promise - 48 hours and it should be sorted - still no updates from Vodafone complaints team though 

[Gemma]

Hi @PC99 I'm disappointed to hear this is still ongoing. With this now being handled by our Specialist team, we're unable to intervene on our Social channels. Please check the email containing your complaint handlers details and there should be a number for you to call. Alternatively, please reply to the email.