New Broadband Install Problems

[cooler]

Hi all need some advice in relation to my new install from Vodafone.

Recently Vodafone had a good offer online with new line install included as part of the deal and I was swayed  and happy to place the order, in the process I was asked if I wanted the a newline and I checked the box for engineers visit and install new line at the address.

This took around 17 days for the engineer to visit the property, when he came on the arranged date he started to eye the old existing line, but I made it clear he was here to install new line and not use the old one and the location I wanted it to be at.

His first excuse was covid-19 he can't install new line because of covid-19 and the old one will be used, but I told him he was here to install new line otherwise he didn't need to come out to visit the property and he was getting paid to install a new line.

He asked to let him check what he could do and went out of the property, after just a few mins he came back in and told me he has spoken with his "gaffa" and we will install a new line for you, but to do that we need you to use the old one for now and he will be back in 10 mins and we will install new one.

He wen't and sat in his van for about 10 mins and drove off never to be seen again, he didn't have the curtsey to tell us that he was going and I wasted all day waiting for him to return, thinking he was maybe gone for a break or something and he will return, but that didn't happen.

He has done no work in the property or out and put our family at risk of covid-19 as we have been in isolation since March until his visit, and he didn't need to make this visit as the old line gave use 100Mb/s in the past from BT.

I contacted Vodafone via on line chat for an hour going round in circles trying to explain and eventually they told be someone will be in touch within next 72 hours but so far no one has.

Any advice would be much appreciated.

Thanks

Seeing as my last post was deleted I've done a repost, please don't delete without providing a good reason.

[MarkD]

Hi @cooler 

Have you heard back from our Facebook team now? When they do get back to you, they will also be able to take a look at the speeds that you're receiving 🙂

[cooler]

Yeah someone called Jane has replied,  not sure if it's same Jane I've spoke to the first time above, as she was Jane too and no other name given both times. 

I'll keep you all posted here how it goes, though it's not looking promising as her message says Vodafone don't do new install if line exists, but she will look in to it.

[Anonymous]

Thanks for confirming @cooler! Keep us posted 👍

[cooler]

So far not had any reply or response, however I can see why Vodafone was giving new line as promotional offer because now they are offering of 950Mb, which is I can't take up as a new fibre line was not installed.

[cooler]

I've not had any response from Jane or anyone else for that matter, it's unacceptable behaviour and not what I accepted from Company like Vodafone .

Anyone advice how to contact senior management to resolve this matter?

Just appalling.