Router not delivered, broadband apparently activated

[Mchl]

Hi,

I've been a happy customer for the past two years (mobile phone) and decided to switch my broadband to Vodafone last month. Since then I have realised that all the bad reviews are actually true.

After being constantly in touch with Vodafone Live Chat since last Wednesday (16th October), I've lost my patience. My broadband activation date was yesterday (21st October) and apparently it has been activated as I can see the broadband being live on my online accout.

The problem is that I haven't received the router yet. It was supposed to be delivered on the 16th October as per the confirmation e-mail from Vodafone. It didn't arrive, so I contacted Vodafone and heard back that it would be delivered within 24-48 hours. Since then, every time and every day I contacted Live Chat, I've heard the same story about the router being despatched and that I would receive it within 24-48 hours. Yesterday I asked the advisor for the tracking number (as the advisor assured me a few times it has been despatched and it is now with DPD), and was promised to receive it within 12 hours via e-mail.

Guess what? A day later and still no e-mail, so I've contacted Live Chat to learn that there was no order for DPD in my account and the advisor had to fill it in manually today (which I don't believe he did)- Vodafone actually admitted that they lied to me. Of course the advisor wasn't able to provide the tracking number and all I got was the usual "you will receive it within the next 24-48 hours".

I have got the all the transcripts of the chats, including the one where Vodafone actually admits they lied to me about the despatch.  What I can see here is a breach of a promise given to the customer and unlawful charge for a broadband service that is not live (I am unable to use it and to actually check if it has been activated yesterday).

Before I decide to make an official complaint with Vodafone or OFCOM? (if the router does not arrive within 24-48 hours from today), I would like to ask: Has anyone had such problems with their router not being delivered?

Thanks

EDIT: As for the positives, Vodafone have added unlimited data for 30 days to my mobile account which helps a bit, but still...

[tkacovaalina]

hi there! any luck? i am waiting for my router since October 7th, its frustrating!!! i even have the broadband connected and literally paying for nothing. i also tried webchat - Tobi is STILL THINKING.. phone call - after several "please type your acc nr" - has been disconnected with a note that you can find help online. tried messenger - NOTHING THERE. its so embarrassing i so regret i went for these services....  

[MarkD]

Hi @tkacovaalina, have you had a response from your message on Messenger? If you can send us a message including your Community username on Twitter or Facebook, our team would love to take a look at what's happening with the delivery. You can find the contact details here. 

[maxvdp]

Pretty shocking that it’s three years later and this is still happening. 

I missed my initial delivery because I was abroad but that seems to be my only chance.

I think I have spoken to five different people on the TOBi chat and each have promised my router would be sent to me within a day or two but nothing happens. Apparently they can just say anything and not act on it. 

What more can I do at this point? 

[Jayach]

Surely, if the original delivery didn't happen, it's up to the courier to arrange re=delivery?