5 days no internet, being given the complete run around

[Ashyo]

Hi, how on earth do you contact any form of management or supervisor at this company?

Monday I reported my internet was out. Chat with a live agent confirmed it was an outside issue which would be resolved within 72 hours. End of Wednesday approaches and we are nearing the end of 72 hours and I receive a message saying that the fault is resolved. I still have no internet at this point.

I contact again on Wednesday and advise of this, and get told I have to wait ANOTHER 72 hours for this to be resolved. I explained I was not happy with this, and that having already waited and left this be, why am I waiting again? They assured me someone would be out to fix it and changed this time line to 24 hours “as a priority”.

Thursday i still have nothing. I call yet another agent on the “tech 2 team” who just didn’t know what to say to me and didn’t really understand my problem. She tried to tell me I have to wait again, 72 hours, which then takes us all the way to Tuesday as it is bank holiday weekend. Again, I expressed that this was not good service having already waited well beyond what I was told.

I asked to speak with a manager, and another agent supposedly liaised with theirs, and concretely told me “I will receive a call back from a manager in the next 24 hours and the problem will definitely be fixed”. I have this in an emailed transcript and even double checked to confirm what they were saying.

Friday now, still no internet. I tried to call again and someone said again, wait 24 hours. Tried to tell me I need an engineer visit and then claimed actually no I don’t, it’s fine don’t worry just wait 24 hours. 

What the hell is going on?? Why does no one I speak to have a clue? I just keep getting told wait. Why haven’t I received this supposed manager call back yet? Why can no one concretely tell me why my internet has suddenly gone from working flawlessly to absolutely 0 overnight? I wouldn’t even care to wait 72 hours, if something was done but the matter is that the deadline passes and then I just get fibbed off and told to wait again. Frustrating doesn’t begin to cover it!

[spinoir]

Ive been having a similar issue with Gigafast...but from the 11th of April! Ive had internet for 3 days since then.

Had a repair guy out twice to fix my box hanging of a 1storey floor, which could fall and hit someone on the head at any point as its a busy street below. The first time they fixed the box it wasn't screwed in properly so after 3 days my internet connection was lost again, sure enough the box had come loose and was hanging again!

Also the engineers never called me to set appointments, they just turned up when the felt like it. I only got to speak to the guy because I happened to see him out my window as both times they never told me they were here. The guy said he would update me before he left and never did so I had no idea what was going on.

The second time the same guy came to refit the box again....with a bit of tape and they covered the box with glue! 30 mins after they left it was hanging off the wall again and no internet again!

Got the 24hr priority line yesterday, saying how the engineers are out of order and it will be fixed either that afternoon or within 24hrs, with assurance that the person I was speaking to will call today to update me....what a surprise no call!

I must've spoken to around 14 different vodafone support guys/gals over the last 2and a half weeks! Disgusting service!

[Effie]

Hey @spinoir and @Ashyo I hope you are both well. 

I am genuinely very sorry for the experience you have both had trying to get your broadband issues resolved. This is absolutely not acceptable. As we are unable to access accounts or run broadband checks over the forum, please drop a message to the Social Media team here with a link to this thread. They can securely pass security on your accounts, check the engineers notes and assist in getting these issues resolved. 

[spinoir]

 I did as you said an hour ago? Still nothing.

[Effie]

The team work on a queue based system @spinoir so they will respond as soon as they can but it won't be an instant messaging service like LiveChat.

[spinoir]

Im sorry but this is just insane! Finally got a response and they are asking me to call wifi pro team? Why isn't someone calling me to sort this out after being put in 24hr priority service 2 days ago?! Why are we constantly yo-yoed between different advisors?

[Effie]

I'm sorry they weren't able to help @spinoir I appreciate how frustrating this must be. 

As we have no account access on the Community I am unable to look into why you have not received a resolution or a call. You will need to contact the WiFi Pro team if that is what has been advised to you. 

[spinoir]

Another week with no connection.

The engineer was supposed to come Wednesday....didn't turn up. Once again gone through the whole "unacceptable situation that will be sorted asap" spool with Vodafone support for what must be approaching the twentieth time now.

Got a call from Cityfibre Thursday saying to expect an engineer today and a follow-up call. No engineer came, got a call from Vodafone saying they are awaiting an update from Cityfibre and nothing will happen for another weekend. So I will be passed the 1-month of no service mark next week. This is a complete joke. What issue takes over a month to fix? Both Vodafone and cityfibre say there are no issues in my area. Vodafone had the nerve to send me my next bill today also!

The box is getting worse and can see it falling and injuring someone on the busy pavement below. Every time buses and trucks go past the building the box shakes. This close to canceling my direct debit and seeking legal advice.