Annoyed with Vodafone (Disconnections)

[Neilsouth]

For nearly a month now I've been having disconnections throughout the day, and at night, sometimes it will go on for 10 hours, other times it will disconnect when everything speed wise is fine. For example one night it went down 5 times, and then three times during the early hours.

ROUTER IS PLUGGED INTO TEST SOCKET, COMPUTER USES A WIRED/INTERNET CONNECTION

ROUTER DISCONNECTIONS FROM BROADBAND INTERNET (NOT RELATED TO WIFI)

1) I contacted Vodafone who at the time where happy to help, could see the line drop outs and sent out an engineer pretty much the day after. 

2) The engineer visited, did a line test, visited the exchange and upon testing the line with the router, could see it was the ROUTER that was at fault, as every other test was fine.

3) He told me to contact by 3pm and instruct Vodafone to send a new router, as the engineer's notes would've been with them by now.

4) I contacted by 3, Vodafone said no notes, try Friday... I tried Friday no notes they said try Saturday, I tried Saturday said I should wait up to 5 days... I then contacted live chat on Monday and yet again they said the fault was still open, and I was told to contact BT OPENREACH.

5) I specifically said again, again AND AGAIN the Engineer said the router was faulty, I just want a new router to be sent out, but because for some reason nobody has the notes, they wont send one out. And because of this will have to put up with the disconnections.

I've never had a problem with Vodafone before and always praised them highly, but in this instance I'm being fobbed about A LOT... All I want is a new router, otherwise that's one test I can't do

[Evie]

@Neilsouth - Just to check, did you contact us on Facebook/Twitter? If you have an open ticket with the Tech Team we would tend to advise to chase this up with them as they have access to systems to check the status of your fault. I can assure you that we want to get you up and running as soon as possible.

@Mbecks30 I'm disappointed to hear the issues you have with your broadband and the amount of engineers you've needed. We don't have account access over this forum, I would advise to either contact us on social media, or, if you have and open ticket with our Tech Team, to contact them with your reference number so that they can look into this for you.

When you contact us on social media be sure to include a link to this forum thread and your username so that you don't have to repeat yourselves.

[Neilsouth]

LIVE CHAT Via Vodafone, Always!

Engineer was due today by 8am-1pm, I waited up to 1pm and then went out shopping, sick of hanging around for nobody turning up. This is the SECOND time now, last time I waited all day from 8 till 5. VODAFONE FOR THE LOVE OF... SEND ME A NEW WORKING ROUTER WHICH YOU PROMISED!!!!!

Vaibhav: Yes you can share the different address where you with the router to be delivered .
Neil: -
Neil: -
Neil: -
Neil: -
Neil: -
Neil: Contact - -
Vaibhav: Thank you , allow me a moment .
Vaibhav: Thanks for waiting , i have arranges a new router for you and will be delivered to the above mentioned address and you will receive it with in 3 to 5 working days and you will be also receive a confirmation via text/email with in few minutes whoever the maximum time frame is 24 hours .
Neil: Brilliant, you're a star!! You're the only one to actually help. Nice one Vaibhav

^ What happened to this ^

[MarkD]

Thanks for that information @Neilsouth, do you have a Twitter or Facebook account? We would love for you to send us a message over Social Media and include your Community username. We can check what's happened to the engineer and get you an update with what's happening with the router. If you have an open tech ticket, we can also provide you any information from our tech team 🙂

[Neilsouth]

Just sent a message to "Vodafone Social Media Team" on Facebook

[MarkD]

Thanks @Neilsouth, our Social Media Team will pick up the message and do their best to help. 

Let us know how you get on. 

[Neilsouth]

Terrible!

Engineer booked, 8am till 1pm, waited all day, gave up at 1.30 as I had things to do and not waiting yet again for nobody to turn up. Engineer tried to visit my property IN PM not AM as discussed I was out. So I had to go through it all again and discuss AGAIN!!!!!!!

Here's my conversation : 

Engineers will often advise that the router is faulty when they are unable to find the exact cause of the issues a customer is having. We need them to check the lines from the cabinet to your home and then the connection from the socket to your router to be certain that nothing is missed. Once all of those checks are done, if no fault is found and the engineer notes support that, we will then replace the router. If we replace the router too early it can mask any faults with your lines and this can cause them to become worse as time passes and then the repair job or replacement of your lines can take a lot longer meaning your service impact gets prolonged. I genuinely am sorry that you're still having issues Neil but as soon as Openreach get back to us with their findings, we can move forward and get you back up and running. Steph

I've spoken with our Second Line Tech Team who've advised that on the 21st December, an engineer wanted to access your premise as they believed the fault was inside, but they couldn't reach you to confirm access. The Tech Team would like to send to send out an appointed engineer to your property, and the earliest appointment is tomorrow, either AM or PM. If you let me know which is best for you, I can get that booked in for you. Charlotte

Okay, great 🙂 The Tech Team have booked in your engineer for tomorrow AM, and they've confirmed that the engineer will text you 30 minutes prior to arriving. Charlotte ( BOOKED FOR WEDNESDAY )

Which ended up with this TODAY WEDNESDAY! NO ENGINEER TURNED UP WAITED IN ALL BLOODY DAY! AGAIN!!!

Priyanka: As i can see that the tech 2 team has booked the openreach engineer for you and he has checked the line from the local cabinet and engineer will update the tech 2 team regarding the same in next 24 to 48 hours .,

Priyanka: You will be notified by the tech 2 team as soon as the issue is fixed . Be assured of this .

Priyanka: I am afraid Neil, But as i am checking the tech 2 team notes the engineer did the work from local cabinet already and to check the update on this for real time i would request you to call our tech 2 team on 08080 057 320 and enter the six digits and you will be connected to the tech 2 team

Neil: I was told to stay in from 8am till 1pm 😛

Neil: incase the engineer visits as he did last time, when he turned up at 1.30pm when I was out

Neil: " Okay, great 🙂 The Tech Team have booked in your engineer for tomorrow AM, and they've confirmed that the engineer will text you 30 minutes prior to arriving. Charlotte "

And now I've been given a code that DOESN'T BLOODY WORK!! 3 days now I've waisted over this

[Neilsouth]

And just been on hold for 50mins, and tech team 2 cuts me off 🙄

[Neilsouth]

1.35PM

"You're welcome Neil, we are still waiting for the full notes to be sent over from the engineer to the tech team so I can't see exactly what they've done but from the summary I can see that they completed the job they had been instructed to do and then ran some tests to confirm what they'd done had fixed the problem. It is noted that all the tests that they attempted passed and that the service should be working Tom" 

8PM

as of 8PM, the internet has gone down again

[Neilsouth]

Happy to report all is fixed! After two months of hell dealing with Vodafone back and forth, knowing full well it was the router, a new router was sent and it's been up for 7 days and counting! Vodafone have promised a refund for all the hassle caused and disconnections. So we shall see..

Moral of the story is , don't give up and keep fighting!