No internet connection since upgrading to fibre connection

[jobrien724]

I recently upgraded my broadband to full fibre connection. My go live date was 24th, engineers came out installed the fibre line (made a mess of my driveway to boot) left after plugging everything in saying I should be on in around 15mins. No joy. I waited patiently as the email says it could take to midnight on the activation date. Next morning still nothing but blinking red light.

Contacted live chat and was told open reach were conducting "tests" on my line and rest assured It would be working by midnight that night. Still no joy. Latest one I got fobbed off with was I was told it would "absolutely and definitely be working by midnight tonight". Well its now after 1am and guess what still nothing. Ive tried resetting router etc but nothing works. When I log into router it shows up as no IPv4 connection whatever that means.

 As I was upgrading I've now been without both my broadband and landline for several days and as a small business owner working from home this is now starting to cost me money I cannot afford to lose. 

Anyone have any advice cause I know when I try and contact tomorrow I will yet again get fobbed off.....

[Mark]

Apologies for the delays in getting your service up and running @jobrien724. So we can access your account and take a closer look into what could be causing this, please pop us a private message through one of our social channels and we'll be more than happy to take a closer look 👀

[jobrien724]

I still have not had any joy in getting my internet working. On every day with Helpdesk and phoning and keep being told same thing - outage in area. But my neighbours fibre (also open reach connection) working fine! Also spoke with friend in open reach who made some calls for me to their local engineers and they say there is NO outage in this area! So how am I suppose to resolve this issue! Spent another 2 hours on phone and on Helpdesk today....I keep just getting fobbed off with apologies and there is nothing we can do. Ive reset my router like a thousand times on Helpdesk calls etc and nothing works. The lights on the ONT are on, LOS light is off, but no internet. still continues to say No IPv4 address when I log into router. 

They won't send an engineer out to look at everything as they are still trying to tell me there is an outage from JUNE 20th!!! if this was the case Vodafone should NEVER have scheduled my upgrade until this was working. Its actually beyond a joke now. 8 days and counting of no internet and absolutely no solutions being offered. Am I supposed to just sit and wait til Christmas and put it on my wish list? Dear Santa, all I want for Christmas is working broadband......

If it isn't resolved soon I am going to simply have to take my customer business to another company. I can't afford to be without working internet for any longer.

[Mark]

Hey @jobrien724, have you reached out to our Social Media team as advised in my last message? If not, please pop us a message and we'll be more than happy to see if we can get this sorted for you.

[jobrien724]

yes. still waiting on a reply from someone on fb

[Mark]

I've just searched for your Community ID in our social threads and Private messages @jobrien724. If you didn't add this and a link to your Community thread when you originally reached out, pop them to us now and either myself or one of the team will pick this up for you ASAP.

[jobrien724]

Still no internet working

[Gemma]

@jobrien724 - I’m disappointed to hear you haven’t a connection still. I can see you’ve mentioned before that you were waiting a reply from someone one Facebook. I’ve not been able to find a message there from you, by using your name from the Community.

If you’ve messaged us through Social Media recently, please reply again with the link to this post and your Community username. If you let us know when you’ve done this, we can then get someone to pick up your messages.

[jobrien724]

Hi @Gemma 

I eventually got someone from the social media fb team but they couldn't help. Just gave me a phone number to contact - which I have done several times and still getting all the same messages/excuses and no end in sight. Today was honestly the icing on the cake when it was suggested I could take out a new £40 a month mobile broadband contract to "help" (my mobile phone battery health has already lost 6% in a week with having the hotspot on so much!)  until it starts working. With no mention of being locked into the contract for 2 years after implying it would be free because of all this hassle..... 

I honestly think im just going to have to try and find a new provider as no-one can give me any kind of resolution date!

[Gemma]

@jobrien724 - thanks for replying. I’ve just managed to track your Facebook messages. I’m sorry that we haven’t checked your account, before referring you to call us.

To open the conversation with us through Social Media, please message us there again and include a link to this post.

I’d like us to look at the situation from our side and speak to the relevant Tech Team for you if needed.