Fabric broadband was installed today, but LOS is red, no connection at all

[Aileenzhou666]

Totally lost connection after fabric broadband was installed yesterday morning. Contacted Vodafone, but was told that the connection will be activated in midnight. No, that's not the case.

Vodafone customer service is helpless; Openreach is not reachable.

Very frustrating!

[Jayach]

It really shouldn't have needed a manager involved, the standard broadband support should have handled it.

Still glad to hear you're back working.

[Ripshod]

@Janey

"£9.33 per day is for existing connections and the service stops working." 

That's per day right? (just to clarify) Why has the member been paid a single payment of £9.33 then promised another single payment of £9.33 in another month?

This member needs someone at Vodafone to stand up, be honest, and sort this mess. 

[Janey]

Hi @Ripshod That's right, it is per day as outlined in the Automatic Compensation Scheme. I completely agree, this entire journey isn't the standard I'd expect for any of our customers. Without investigating the account, I wouldn't be able to confirm why only a single payment has been received. Hopefully, they'll contact us on our socials and we can look into this further. Rest assured that we'll endeavour to correct and resolve any mistakes. 

[Ripshod]

Removed

[Ripshod]

Apologies for the mixup. 

Why did this member receive a single payment of £9.33 and get promised another £9.33 in another month when they should get a payment of [£5.83*number of days] automatically credited to the account? This credit would be impossible until the service is finally activated. If the member decides to cancel now they would get no credit as the account will never be activated. The only way to get the compensation is to keep hanging on until connected and the account activated, and then be forced to either forgo the compensation (by cancelling in the first 14days) or live with poor service and customer care for 2 years.