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Broadband activation

Odds of activation tomorrow?

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4: Newbie

New forum member and new to Vodafone's Superfast2/Phone.

 

So far very unimpressed. And this activation section makes for depressing reading.

 

Broadband was meant to be activated on 9th November 2020, still waiting. Apparently its going live tomorrow 18th November 2020... though I don't have much confidence. Landline worked on the day so "yay"!

 

I have been provided with a 4G sim card however there is no 4G where I live so uploads are a heady 3-5mbps on 3G.

 

Called, used live chat, written a letter of complaint, nothing seems to gee this lot up.

 

Vodafone appears to appreciate ranking their performance so here goes:

 

Landline working on the day 10/10

Broadband not working 0/10

Live Chat 2/10

Calling advisor 1/10

Recommend a friend 0/10

Overall rating 13/50

 

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4: Newbie

Just out of interest who exactly are the social media team? Are you customer service agents, a go between, I'm interested to know what exactly you can do which currently isn't being done on live chat or the phone?

 

I'm starting to think this blame it all on Open Reach scenario is a red herring. In as much as I've had 3 activation dates and no service. I'm not Open Reach's biggest fan but I think even they could figure out a broadband activation in one visit let alone 3 allegedly "failed" ones.

 

Bit fishy all this. Something to add to my online Vodafone complaints file which will get ignored.

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22 REPLIES 22
3: Seeker

Hi,

 

We are also having the same problem, Vodafone disconnected our broadband on activation date and did not provide any service to us. 5 days without internet now, this is the first time in my life I am seeing such a worst migration process. Helpdesk is crap and broadband activation team dont care about my calls except reading a script - "Openreach will update again on so and so date". This is utterly ridiculous. Its my mistake that I havent seen the forum before placing the order with Vodafone otherwise I wouldnt have ordered. Despite this another bug is that they use Huawei hardware which I am not interested in. Hope it goes well for you, I will raise a complaint to Ofcom or Ombudsman now. Thanks

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13: Advanced Member

@neo4403 wrote:

Despite this another bug is that they use Huawei hardware which I am not interested in.


Not any more, they use a Technicolor router.

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4: Newbie

Sorry to hear another disgruntled customer! Thanks fingers crossed and all that. Like yourself never experienced such a poor switch i 20 years online. A marginal issue with TalkTalk was resolved in a few days which is saying something!

 

Good luck to you too, think you might need it. I'll update this post tomorrow.

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4: Newbie

11:30 here, still no broadband, not expecting anything to change but will update as the day progresses!

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4: Newbie

As predicted... update from live chat:

 
Madhu : Yes, There is delay.It will not work today however we will notify once it will work.
 
😂Pathetic.
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3: Seeker

Oh, this is the same guy who came to chat with me but Vodafone returned my call. Unfortunately the web chat team cant do anything, i mean anything at all as they just see an internal portal and update you but its only the UK team who you can reach by calling can access the Openreach portal and atleast give you some insight. Please call them and see if you have any luck..

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4: Newbie

Sound advice! Thanks. Just for a laugh I thought I'd try live chat again, apparently my new activation date is the 26th November! Yeah, 'cause is it!

 

I know these advisors are put in a really difficult situation (thanks to their bosses at Vodafone), but the info is so unreliable its not really worth wasting your time. I'm in two minds to take the downtime hit and cancel but then again its all down to Open Reach... hmmm! Probably end up with nothing for months!

 

As it stands I have a plan B but it will cost me.... awful so far, at least I'm not getting charged for the broadband that isn't connected... BONUS hey?

 

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4: Newbie

PS will give them a call tomorrow cheers!

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4: Newbie

Evie I have contacted the social media team on Twitter, provided my details, but not got a reply, please advise? I know you want to help, but nothing is being attended too - 2 weeks+ and counting. All I want is my broadband back never had an outage like this in 20 years its ridiculous, not just that I have no internet, but comms/help/action is seriously lacking. Its not acceptable all these false promises.

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4: Newbie

Its Superfast2 broadband activation day again - 27/11/20 - third time lucky?

 

9th November nothing

18th November nothing

27th November nothing yet... 

 

Of course I will update this to its conclusion connect or cancel.

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4: Newbie
What do you think on or off? Answers on a postcard! 15:43 and nothing, no updates, no calls, no text, no email, no broadband. Vodafone is the communications business right? I expect by "midnight" there will still be nothing. I contacted the social media team yesterday and Rich was very helpful. Unfortunately, for some unknown reason its still not been activated. Even if some miracle happens and I do get connected today (yeah right), I can honestly say this is the worst experience I've ever experienced and anyone that reads this thinking Vodafone is the answer to your internet needs please look elsewhere - you have been warned. 3 weeks Monday... another week to go with no BB and I'm cancelling (4 weeks and no internet = no penalty clause, see ya!), already getting sorted for a switch. In addition I have an ongoing complaint and a case manager that has responded zero times, how useful.
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4: Newbie

Just out of interest who exactly are the social media team? Are you customer service agents, a go between, I'm interested to know what exactly you can do which currently isn't being done on live chat or the phone?

 

I'm starting to think this blame it all on Open Reach scenario is a red herring. In as much as I've had 3 activation dates and no service. I'm not Open Reach's biggest fan but I think even they could figure out a broadband activation in one visit let alone 3 allegedly "failed" ones.

 

Bit fishy all this. Something to add to my online Vodafone complaints file which will get ignored.

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6: Helper

.@adsb Just be careful with the questions that social ask. I went to the ICO about the intrusive questions and they said not to answer. After that VF found a perfectly useable telephone number to contact me from.

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4: Newbie

Thanks I'll bear it in mind, nothing untoward last time 😉 I'll end up cancelling next week so no worries.

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4: Newbie

Update: 18:00 27/11/2020, third activation missed. Live chat followed by "social media" help, that only respond when you select "Business" was a waste of time. 

 

Its official Vodafone are cack, their advisors lie and have no clues or influence. They blame Open Reach but in reality they never contact them, just make up dates to keep you placated. They oversold the £23.50 p/m fibre deal that is plain to see.

 

Why they cannot be honest I don't know, but as of today this will be my last post as I'll be cancelling the non existent broadband once the 4 week of nothing rolls round.

 

I'd like to say its been fun, but it hasn't. 

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3: Seeker

@adsb

So no luck for you too then?

No one contacted me also and no update from 24 Nov as mentioned by VF. I didnt even bother to call them afterwards as I am preparing to complaint to BBC Watchdog and Rogue traders. I know no one cares as its VF but I will not give up as this is ridiculous. They steal our data, wont provide any service despite disconnecting the old service and cause unnecessary stress. They should pay compensation and stop selling any new connections until all activation issues are fixed. Bunch of jokers!!

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4: Newbie

Good for you Neo, good luck getting your service or a new one soon - see you on the tele haha (so much for my last post!). If mine comes on next week I'll update again - just for the sake of completeness. But I'll probably have a heart attack if I see that blinking red light turn solid white so don't bank on it 😉 Then again I'm not a believer in miracles. 😁

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3: Seeker

Hi adsb, not sure if you saw my update in previous post, good news is that OR engineer rang me yesterday and fixed the issue at the cab. He said although there was some work done at the cab, the previous engineer didnt complete it which he didnt understand why. As you said it was a miracle and red light turned solid white (its not great white though, its very dull..just a joke). Good luck with yours, I will keep an eye on mine and if it doesnt perform i may disconnect and order a 4G SIM with a 4G router. Speed shows 35mb/7mb. OR engineer says the line is enabled for 80/20 but distance is about 700m so he thinks why the speed isnt great. There is also a cab in my street but I am connected to a cab further away from me..

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Moderator

I'm glad to hear you're up and running now @neo4403. I'm sorry to hear the original Openreach engineer didn't complete the activation as requested. If you like, we'll be happy to get this investigated and fed back for you, just pop us a private message through one of our social channels and we'll get this raised.

So we can take a closer look into the delay getting your service connected @adsb, get in touch with our Social Media team and one of our dedicated team will be happy to get this chased for you 😊

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