Broken promises from Vodafone and Openreach regarding 10 weeks delay with Broadband connecton

[Rh7241]

I ordered fibre in June 2022. It is now mid October.

Both Vodafone and Openreach have still  to provide this service. 5 successive appointments for the connection have been  made,  but in each case the engineer failed to turn up, no notice being given. 

I have spent hours and hours on the phone trying to contact someone who would actually pursue my complaints , to no avail.

On the one instance that openreach turned up, the engineer did not have all the equipment required to start the job, and promised he would return shortly. He never did.

A week ago I had a call from openreach apologising for the  "mess ups" and was assured that they would attend on the 13th to connect the fibre. I could not be present for this occasion and paid someone to be in attendance. After waiting 6 hours he informed me that nobody had turned up.

I am at my wits end. I still want the broadband but how can i make a formal written complaint to Ofcom or who ever deals with this type of problem as  no longer have any faith  in Vodafone's  customer services. -They have made countless promises but on every occasion  have failed to carry them out. 

[Andy]

Hi @Rh7241 👋 I do apologise for the issues you've faced trying to get your services connected. We would love the opportunity to look into this further and help get to the bottom of this issue. We don`t have account access here but if you contact our social team by following the instructions here, and we will be happy to help as much as we can. 

[Rh7241]

Thanks foryour reply. In truth I have spent hours speaking with countless customer service agents,  each being sympathetic  and apologizing  for the failed appointments and delay. I have requested that my case be investigated at a higher level to resolve these issues. I would seem at face value that the CS agents do not have the authority required, or Vodafone do not have the systems  to fulfil its obligations in supplying a service when things go wrong. Hence my request on how to make a formal complaint, to OFCOM, or an other party that would be able to resolve the issue. 

[Jayach]

The formal complaint process is in a link at the bottom of the page, but here it is anyway:

Complaints Code of Practice | Vodafone UK

[Jason]

It's disappointing to see your response @Rh7241. In regards to your request, our Social Media team can raise and handle complaints. If you'd like to proceed with your complaint via social media, keeping your best interests at heart, I would recommend popping over your Community username and the thread link - simply to avoid having to repeat yourself. 

Alternatively, I would recommend heading over to our Complaints Code of Practice web page. 

[Rh7241]

Thank you for your advice. In truth I initially used the bot and usually ended up finally talking to a CS agent, whom whilst superficially being helpful , was never in a position to remedy the problem. I later moved on to phoning the complaints line direct. Again reassurances were given, appointments made, that never materialised. No apologies were ever received  and in every case I had to chase up vodafone in an to attempt to ascertain the reason for no show from Openreach and arrange an other appointment .

In all I think it would be fair to say that Vodafone /Openreach have not provided a satisfactory service and Vodafone has failed to follow up or take seriously the delays in providing the broadband service which was ordered in June.

These are the reasons why I have little faith in the company resolving this issue.

You might be able to surprise me,  In truth at the end of the day all I want is a BB fibre connection without any more hassle

Robert