Pepare for a tale of woe......We decided to upgrade to Fibre having been on Home broadband. This was in May. We were given a date of 20th June for completion. Now before I get too caught up in the installation, I will add that the initial issues were BT's Openreach team getting a couple of things wrong. Eventually our go live date was sometime in early July. Since then, I dont believe I have had a constant connection. I have spent hours on the phone to Vodafone, speaking to technical assistants and God knows who else. No one has managed to sort the issue. I have had three different people tell me it is a firmware issue and have updated the firmware, which ultimately hasn't worked. I'm not expecting a definitive answer, but maybe a Vodafone customer services rep might see this and actually make contact. I think the most annoying and frustrating thing is the fact that I have to go through all the same steps every time I speak to Vodafone. Because it is a different technician every time, they have to go through it all again. I am fed up and on the point of calling it a day with Vodafone. I'll take my chances elsewhere.
There have been previous issues before the ones I am about to detail, but I didnt write them down, thinking the issue would be solved fairly quickly.
On Sunday 14th August, I had no service at all. Spoke to a technician who couldn't fix it (also completing a firmware update) and he said that 2nd line team would need to call me. The same technician rang me back on Monday 15th and said the issue had been resolved. I explained that I had had two dropouts just that morning but was advised by the technician that this was due to the router updating the firmware and that it would stabilise after 24 hours. Within ten minutes of the call, the connection had dropped and constantly dropped throughout the day. At 1800 hours it went completely. I spent over an hour on the phone and was eventually told that the 2nd line team would ring me in two days. I told them that was no good as I went on holiday in two days. Whilst away, we received an email telling us it was all resolved and all working. We returned yesterday and within twenty minutes of connecting to the internet, it has completely stopped working again. I had three green lights on the Fibre box on the wall and the internet light on the router showed white, but shortly after connecting, the internet light turned flashing red and hasnt changed since. So far, I have spent all day today on and off the phone to a technician who has stated that the firmware needs updating. As this has already been tried twice before with no luck, I am not holding my breathe. It hasnt worked and now I have to wait until tuesday until someone from the pre-activation team rings me. Ridiculous. I have now just made a complaint about the service I have received. I was using online chat and they have offered 40 credit to use to but data. Not woning a Vodafone mobile, this is useless. I asked for SIM card with data and was then transferred to another adviser. Before I even asked a question, they transferred me to another advisor. The minute he heard it was a complaint, he transferred me to the Home broadband team who I'm guessing wont be able to issue a SIM card. Funnily enough, the broadband team said its a Sales team thing and tansferred me. I'm at my wits end.
Please, please, please Vodafone, find me someone who can take this case on personally and monitor it until it is resolved. And get me an unlimited data SIM card so I can actually use the internet at home.
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