Router and SOGEA adapter never delivered

[Allen1826]

I have had broadband contracts with Vodafone for the past 4 years, but I'm very unhappy with them at the moment and am on the verge of cancelling the latest contract.

My Fibre 2 was activated on 8th June with the new router and SOGEA adapter expected to be delivered on 5th June, but this never arrived and still hasn't. I'm still using the original router but of course I've had no landline for nearly 2 weeks now.

I've had 2 phone calls and an online chat with Vodafone employees to try and get these items shipped, but it's been a waste of time. Each time it shows on my account, that only the SOGEA adapter (no router) had been ordered and each time, a few days later, showing each order had been cancelled, why?

I've already made a complaint, but that will take them ages to sort and the 14 days no fee cancellation period is nearly up, so unless I can some answers by Thursday I will have option than to cancel and go with another broadband provider.  

[Dammers2596]

Did you get it resolved? I have a similar problem, no landline. LED phone light was lit but hub reports Telephone Failed in the hub via 192.168.1.1 diagnostic facility

[Allen1826]

Yes, received new router and adapter around 3 weeks later thanks to complaints dept. I'd forgotten about that issue as we now have another. Was recently offline for 13 days before Vodafone finally sent an Openreach engineer to fix the line problem, and still waiting to hear from them re. compensation.

[Dammers2596]

Our paths appear to be very similar, just been promised a 24 hour delivery of an adapter

[Allen1826]

Thank you Jason. I've been in touch wit the Home Broadband team but at this stage they can't do much because it's now being handled by the complaints team.

[jonesACA1]

I have had a similar frustrating experience, having recently upgraded from Superfast 2 to Full Fibre 100.  Because I was purchasing as an upgrade, not as a new customer, despite what it says in the order tracker, it transpired I did not need to await a new router [confirmed when I contacted Customer Support].  However, no [new] router seems to mean no VOIP adapter - so my landline plan ceased to operate.  It is fairly clear Support (both level 1 and level 2) knew what was needed, and 3 different advisers assured me they had raised an order.  However, on using order checker it shows "item not shippable" and no DPD parcel number allocated.  I have now ordered an adapter individually on Amazon - it cost £6.49 - and will not arrive until 28 or 29 June.  Fortunately I found I had a cable from a different previous ISP provider with the right combination of plugs - so have been able to get things up and running using that.  It still means however that I had no landline from 1040 on 21 June to 1730 on 24th, quite apart from the hours I spent chatting to support,  This must be a situation which will recur as people are encouraged to switch from copper to full fibre.  Vodafone/City Fibre need to work out a process for supplying VOIP adapters to customers upgrading to full fibre who also have a telephone package - the leaflet I received with my Hub suggested an adapter would be supplied when a fibre box is installed - but City Fibre seem to think they are only supplying broadband [I accept many people do not use landline telephony now], while VF seem to be able to raise orders, but not ship them.  I have copied to the Complaints Team for investigation/response.

[Allen1826]

My new router and adapter did arrive on Friday, thanks to the complaints team. After setting everything up it was all working apart from the landline, all LED lights were white except the phone LED which remained red and still is. I've now been without a landline for 18 days. Complaints will be in touch with me again tomorrow about it. As they are dealing with it I can't speak or chat online with anyone else at VF, but maybe that's a good thing, as it's only the complaints team that have got things moving. They've done well for me in a few days so I hope they can help you. 

[Allen1826]

And so the saga continues. Somebody from the tech team contacted me today and after the usual security check and the s/no of my router it was then I'll test your landline. From that minute onwards, which was around  9.30am,, I've heard nothing from them, and still no landline.  The complaints team, who have been really good, said they would get my complaint looked at by the technical department, that was around 4pm , so I'm not holding my breath.  

[Jayach]

This does seen symptomatic of Vodafone.

Simple problem, but getting a resolution is totally hampered by the incompetent support.

[jonesACA1]

Sorry to hear you are still struggling.  My VOIP adapter has now arrived, but as I have pointed out to Complaints, the fact it was shipped by Royal Mail means its despatch could not be tracked using VF's Order Tracker.  They are also refunding me for the adapter I had to order independently from Amazon.  Fortunately, I succeeded in sorting the issue anyway, using a bit of kit I already which had the right plugs and therefore offered the same functionality.  They should however have a procedure for supplying this necessary part ahead of installation as a routine process, without the need to hassle; and I have asked them to look at this, as more customers will need to migrate from analogue to fibre over the next 2 years.  More generally I have suggested that, for long-term customers, they should have a dedicated relationship manager or number on which, after say 10 years, they can be contacted.  Hope the technical team are able to sort what appears to be a fault on your line or affecting your phone handset.

[Jayach]

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@jonesACA1 wrote:

They should however have a procedure for supplying this necessary part ahead of installation as a routine process, without the need to hassle; and I have asked them to look at this, as more customers will need to migrate from analogue to fibre over the next 2 years. 

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It's no just Full Fibre connections, all new/renewing FTTC customers are being put on digital voice.

The "VoIP adapter" should be in the box with the router, as every new connection will now require one.