Order getting cancelled

[usamaliv]

Hi,

I have been trying to get a new home broadband connection. I have placed the order 7 times in the span of 25 days but everytime the order is being cancelled. I talked with the customer support they told me that it was due to the credit check failure. I walked with the agent again and he talked with the credit check assessment team and got me approved, I also filed the appeal form for credit team. After that they said the order has been placed successfully and i was checking the status myself as well and the order was open but everytime when the appointment date comes near the order gets cancelled and this time the same happened. I called them and asked for a reason and they told me there is already a connection installed there and you have to get it removed first but there is no connection in my house and i am sure. So can please someone guide me what to do next because I am tired of this now and I have never expected vodafone service will be that worse. 

[Jayach]

Are you trying to order FTTC or FTTP, and if FTTP is it CityFibre or Openreach?

If you are having this much trouble before you even join, imagine what it could be like after. Probably best to go with someone else.

[usamaliv]

Yeah its the FTTP from open reach i confirmed that. 
yes i was thinking the same the experience is not good from the beginning and i was concerned about long term contract with them. Its just that i was getting a 900mb broadband in good price also i have my sim with them. But now i think i have to go with talktalk or someone else.

[Gemma]

@usamaliv - I'm disappointed to hear how many times you've had to place an order. My team can call our Activations Team for you and find out what's happening with the order's you've placed and what the next steps are. 

We'll need to take some details from you. Please check your emails from us and see if there's a Vodafone account number showing. Once you've done this, please contact us through Social Media. 

[usamaliv]

@Gemma thanks for your reply. Actually it is of no use, because every time the order was placed by your agents and every time it got cancelled. They confirmed with every department to make sure everything is right. But it got cancelled every time. So the problem is not with placing the order, problem is they can't troubleshoot the actual problem. One agent says its because of duplicate order , one says its credit check issue and the other say there is already an active line. But in real none of it is true. I will not talk with agents again because I have already wasted enough of my time by spending 2 hours on call for every order i had placed. I you can contact me with the guy who have enough resource and can process everything manually only then i can try otherwise sorry i wont even bother now. The bad service I have already experienced is enough for me.

[Janey]

Hi @popeyedwazza It's a shame to see you've had so many issues setting up your new broadband service. We'd love to look into this, please pop our team a message over on our socials so we can investigate further.

[popeyedwazza]

I dont do socials media

[popeyedwazza]

Its truly shocking. And now i realize its a common problem that vodafone cant sort out. Please direct this to CEO!

[Ripshod]

The only way I've been able to order and upgrade services with vodafone is via their sales phone number. If there's any problem they can tell you there and then, and sort it out. Online has just never worked for me. 

[popeyedwazza]

Phone, online and instore all ##~## it up for me. Its just a chance of luck most times!