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Disgusted with the way my family were treated by Vodafone.

Neilsouth
4: Newbie

‎28-11-2023 08:07 PM

Don't get me wrong I've had no issue with Vodafone where I live, but the way they treated my sister at her home was bang out of order for a company, especially as they know she is disabled. My sister was originally with Sky but decided to go over the cheaper plan for Broadband/Phone with Vodafone but ever since then it's been hell. Everything was going to plan, she had the sign over date, she got the router to go live, plugged in on the day and the internet was working with Vodafone. But because it was a new ISP, Vodafone came over and ran some tests. They said there was issues on the line, and needed to dig up the street outside and do a major repair through BT openreach.

Internet has been up with Vodafone for a number of days, and then the next week, BT Openreach digs up the cable, internet and phone line goes down and has never come back. What's worse she has been in tears trying to sort it, and Vodafone are blaming BT, BT are blaming Vodafone, and Vodafone then Cancel the order, leaving her in complete Limbo! She only found out she was cancelled, when she contacted them.

TOBI CHAT

"As I can see from the above conversation that you had placed a broadband order with us but it seems like the order has been cancelled due to technical reasons by Openreach".

How can you agree a service, make the service go live, say there are issues, try to fix the issues, then cancel a service without telling your customers is disgusting. She now has no internet whatsoever. Who do I contact for her?

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5 REPLIES 5

Jayach
16: Advanced member
16: Advanced member

‎29-11-2023 02:28 AM - edited ‎29-11-2023 02:28 AM

Really sorry to hear of your sisters problems, but I'm a bit confused by this comment. 

@Neilsouth wrote:
Everything was going to plan, she had the sign over date, she got the router to go live, plugged in on the day and the internet was working with Vodafone. But because it was a new ISP, Vodafone came over and ran some tests. They said there was issues on the line, and needed to dig up the street outside and do a major repair through BT openreach.

It's not normal for anyone to "come over and run some tests" when changing ISP, and it certainly won't be Vodafone.

 

As for what to do next, opening an official complaint will be a good start. (if you haven't already)

Complaints Code of Practice | Vodafone UK

 

Neilsouth
4: Newbie
In response to Jayach

‎29-11-2023 01:25 PM

That's 100% what happened! Got the letter, got a date the engineer was due to come around, came around on the day, did a line test and then said I can see your line is active, then said there was an issue, and went down hill from there.

Update :  I've spoken to her today, and she said the internet is now live, but the phoneline is still non existent. They are telling her it may take a few more days. So if no good by next Monday, I'll reply again to this message. Thank you for getting back to me

And I'll pass the complaints over to her!

Jayach
16: Advanced member
16: Advanced member
In response to Neilsouth

‎29-11-2023 03:32 PM - edited ‎29-11-2023 03:33 PM

@Neilsouth wrote:

That's 100% what happened! Got the letter, got a date the engineer was due to come around, came around on the day, did a line test and then said I can see your line is active, then said there was an issue, and went down hill from there.

Ah, so it was the Openreach engineer who made the connection also did the test.

You/she is aware the phone will now connect to the router. (if it wasn't already that way with Sky)

You'll know when it's live, as the PHONE led on the router will be lit. (they are so dim, it can be hard to tell)

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Neilsouth
4: Newbie
In response to Jayach

‎29-11-2023 03:48 PM

Yep, know that already.. But thanks anyway Jayach :Smiling: 

  • 1) Received Router
  • 2) Activation date from Sky to Vodafone
  • 3) Plugged in Router
  • 4) Internet with Vodafone was Live/Phone was not active
  • 5) Letter said an engineer was due to visit on the activation date
  • 6) Router was plugged in working fine, Engineer was surprised I had done it already ( I know about ISPS etc ). 
  • 7) Engineer did a test anyway, Engineer said the internet was live with Vodafone but there was an issue
  • 😎 Engineer called out for a BT Openreach team to dig the road up
  • 9) Internet was still live with Vodafone, no phone line ( again I know about phone lines, Digital line etc )
  • 10) BT Openreach came out, ***ed the line up, no internet nothing
  • 11) Vodafone CANCELLED the order
  • 12) Weeks without internet
  • 13) Vodafone Broadband is now working, Phone line isn't and will take time according to them.

End result - Broadband LIVE(Vodafone), Phoneline NOT active yet. I've delt with ISPS for years, also built computers and dealing with poor customer support

Jayach
16: Advanced member
16: Advanced member
In response to Neilsouth

‎29-11-2023 04:00 PM

@Neilsouth wrote:

Yep, know that already.. But thanks anyway Jayach :Smiling: 

  • 1) Received Router
  • 2) Activation date from Sky to Vodafone
  • 3) Plugged in Router
  • 4) Internet with Vodafone was Live/Phone was not active
  • 5) Letter said an engineer was due to visit on the activation date

That's the surprising bit, Vodafone was live before the activation date. Until Openreach have made the connection at the cabinet. I wouldn't have expected the Vodafone router to work. (I'm assuming she is FTTC not FTTP)

But glad it is nearly all working now.

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