I initially tried to place an order online for the broadband connection for my new apartment, all to no avail. I also put a call through to the customer support team to assist, still no avail. I had to go to the store which had me stay on a really long queue for hours, and i was finally able to get the order through, on the 21st of September, 2022. I was told the earliest activation date was 6th of Oct, which I agreed to. I was told I would get updates via email for progress report regarding activation, till its been activated.
All I got was a mail from dpd that my package from Vodafone was going to be delivered on a day I didn't even plan for. Luckily for me, I was available to receive the package, which was the router for the Internet, just a few days to activation date.
I was expecting to get an update regarding if and when engineers would be coming to run the installation, so I could plan my availability, but I didn't get anything. I had to put a call through to the customer service unit, and that was when I was told I wouldn't need any engineers and all I needed was to plug it and its going to come live on activation date, which was 6th October, and everything was fine for activation from thier end.
Only for activation day, Internet wasn't up. When it was evening, I put a call through to the customer support team, and that was when I was told that my order had been cancelled due to some "land-line connection" issues, that I don't even understand. I was told the fault was from their end and they'd help me resolve it by placing another order with the correct details. And this would mean having to wait for another 15 days for activation, because the earliest activation date was 21st October, 2022.
I was so ##~## at hearing this, but I agreed to wait for another 15 days as I was assured it would go through this time. A few days to activation date, dpd delivered the package (a new router from Vodafone). On activation date, 21st October, Internet didn't come up. I put a call through, and I was told by the customer support agent that I should wait till midnight, that activations could delay sometimes, which I did. By midnight, Internet still wasn't up.
I put a call through in the morning of the next day, 22nd October to complainant and ask why there was a delay of activation on my account. Only for the customer support agent to tell me that the order had been cancelled again by the accounts team and he couldn't provide an answer as to why. I had to ask to be connected to the accounts team to know what went wrong.
Speaking with someone on the accounts team, I was told the order was still active and hadn't been cancelled, that there was just a delay on the activation, that she'd connect me with the team to have it sorted.
The other team I spoke with then confirmed that there was an error with my order, that I "had multiple addresses" on my order, which caused the delay in activation. And I had to query that because I never gave any other address. Even on both contracts for the two orders, my correct address was on both. The routers that were delivered, were delivered to my correct address on both occasions. So how do I have multiple addresses on my account? and why is that my problem? Now I'm being told they'd have to place another order for me and I'd have to wait for another 2 weeks! Which I said wasn't acceptable. And I asked to be transferred to the team in charge of activations.
Speaking with someone on that team, I was told the issue with my order was some "credit allowance" *bs which I didn't understand. That I'd to place a new order which would make me wait another 2 weeks for activation or I cancel the order completely. And this would mean I've basically wasted over 4 weeks of my life waiting for a broadband connection that would never come, which has have me put so much on hold, while waiting for my Internet in my apartment.
Key issues:
* wasted over 4 weeks waiting for a broadband connection that never got activated
* never got any prior notice or update regarding issues on any of the orders till I actually put calls through
* I've had to hear different "issues" from different agents as to why my orders were cancelled. There's never a sync. Always different reasons
* no immediate resolution offers. Just having to place another order, which isn't even guaranteed, and having to wait for another 2 weeks.
I'd like to sue Vodafone for wasting 4 weeks of my life!
