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.  

[Allen1826]

We finally have our landline again after 20 days without and if I hadn't have put in a complaint we'd still be waiting. I'm sure that if we'd have received the router and VoIP adapter prior to activation date, which we should have done, all this could have been avoided.

[Gemma]

@Allen1826 - thanks for updating this thread and I'm glad to hear you've now got a working landline. I'm sorry it got to the stage of you needing to make a complaint. 

[davenick]

Jan 10, 2024. I'm having the same problem since October 2023 and it seems doubtful I will get this adapter for landline. I too will now look elsewhere at end of contract. What's most annoying are the emails asking if I'm happy with Vodafone and of course you have no way of replying unless you want to go through the AI chat bot - no thanks I'll find a company with a proper call centre.

[Dammers2596]

Daft thing is the adapers are only about £2.50 on Amazon or eBay. I didn't know it was just a 1mm lead with a different pkug on the eng RJ11 and a standards telephone socket female on the other end!! Problem now is it costs £1 to dial out on landline every time so t's  incoming calls only now.

[Dammers2596]

Should be 100mm lead

[davenick]

I finally received the adapter from Vodafone but it has not activated the landline phone when I plug it into router. When on the mobile to Vodafone customer service they seemed sceptical about the whole landline thing and whether my line had been upgraded. Seems like now I'm on a broadband only contract and they don't want to send out a new router because there's no profit in it and given their service I'm going to go elsewhere end of contract April 2024

[Jayach]

@davenick 

As @Dammers2596  says. and is posted in many parts of the forum, the adapters are easily available via various on-line sellers.

So waiting for Vodafone to send one since October seems very strange. (however why they haven't sent it is even more strange) 

There is even a link on their help pages to order one, but that does just take you to the chat. 

[davenick]

Hi, the point is I received a letter saying I would receive an adapter. Yes I could buy on ebay to avoid the hassle. This morning I see my second Vodafone order has been cancelled. What is wrong with this company. Once out of contract I'll never use them again.

[Ripshod]

Support is farmed out to Egypt. Imagine it - fresh faced young adults straight out of college/university communicating in a language they can only just hold a conversation in, who don't have the technical knowledge to understand the difference between sogea and mains adapters, and vodafone thinks this is a great idea.

I'd gladly pay an extra £5 a month to deal with a brit. 

[davenick]

Am I having problem because they are booking SOGEA when it should be VOIP? What a fiasco!