Internet Service connection drops and the issue is not resolved for months

[Sankara1581]

Suddenly, my internet service disconnects for a few minutes, forcing me to reconnect all my devices. If I’m in a meeting, it often ends before I can rejoin. This connection has been a constant problem for me.

I have reported the issue multiple times, but every time I contact an agent, they start from the beginning, go through the same troubleshooting steps, waste my time, and then close the call—only for the issue to happen again. I have even requested to terminate the contract, but Vodafone seems more focused on money rather than resolving my problem, causing unnecessary frustration.

[Charlotte]

Hello, @Sankara1581. I hope you're well.

I appreciate the importance of having a strong and stable connection, so it's disappointing to hear that you've been having problems with your service recently. 

I understand that you have already attempted to get this resolved previously, but you would need to reach out to the Broadband Support Team so that they can take a deeper look into this for you. 

[Helairmike]

Frankly Charlotte after multiple contacts with the Boadband support team since the early to middle of December 2024 I still have issues and things are still not resolved. Yet  VF continue to bill me foro a service not fit for purpose.

[Tal]

Thank you for sharing this @Helairmike and I do apologise the issue has not been fixed after contacting us multiple times. I think the best step would be running the diagnostic tool here, this will run a few tests with you and on the line and will raise any issues to the team via a ticket, this will firstly record the issue and the team will start investigating the issue and working on resolving it.

After the issue has been resolved for you and the service is working as it should, the team can look into the payments you have been making and see what option they have to fully resolve the case.

[Helairmike]

The Diagnostic tool requires a login to my account and if you ahd read my notes below you would see that in 8 weeks Vodafone have not been able to provide me access to my account ( My Vodafone ) Nor access to the Broadband App either so its impossible for me to see bills or broadban info nor run tests . I am totally blind to my charges and Bills from Vodafone and dont have access to services from you that are fit for service. You have my email address just take a look on your systems about the shambles of a service you have been providing me.

[Tal]

@Helairmike With you facing the log in issues and not seeing your charges, you can reach us on social media so we can help get you access and send you a copy of the bills as well here. 

Just so you are aware the social media team wont be able to help with the internet issue it self as that has to be through the tool or the Broadband team on the phone or webchat, but they can help with the online account so you can access the tool and they can send you the a copy of the bills. 

[Helairmike]

Tai,

I have reached out via social media 18 times over the last 4 weeks . They eventually said they couldn't help as they don't have access to the necessary systems to sort out the log in issues.

Honestly I am not joking when I tell you of tens and tens of hours spent from my side on these problems communicating with Vodafone.

Far short of getting intouch with Scott Petty or Margarita del a Valle to put some heat under this I really dont know what else to do other than go to another provider.

[Tal]

Thank you for explaining this to me @Helairmike, and I do apologise about the experience you have been going through. In this case I believe the best step to take moving forward is to get a complaint raised for you and get the Broadband issue, online account and the customer service experience you have been through logged in the case, so we can escalate this to the complaints team so they can look into the case and help resolve it for you.

Please can you reach out to is via social media one more time and follow the contact steps here, so the team have access to this post and can follow the steps needed for a complaint to be raised to the complaints team and provide you with your case reference and the next expected step.

[Helairmike]

Sankara I'm in exactly same position ,. I have been running with Broadband issues simce early December , initially identified by the Broadband Pro team , " Thanks for letting me know something I know already " but they did nothing . I have had probably in the region of 20 interactions with VF and still not sorted. As you say they start back from the start again an not fixed.

Like you every few months the same but I am spending so much time on the phone its criminal.

If there are others with the same issues please let me know and we can start a legal action against them.

Also they cannot provide me with access to my account or the broadband app. My account details have been reset multiple times but still cant access.