What shocking Broadband and Customer Service!

[jonesofnascot]

Joined Vodafone Broadband on Tuesday 22 November 2022 but at the time of writing it still does not work despite calls every day, 3 Open Reach visits and a new router delivered (15 days).

Every time I call I get asked to carry out the same checks which gets frustrating after a while.

I have a dongle, but very very slow and no good for video conferencing or downloading work files of several GB.

Today after the last OpenReach Engineer visit enough is enough and tried to cancel only to spend 1 hour 20 minutes this evening being transferred from person to person who could not help and eventually call centres closing so just go cut off.  At one point I was told I would have to pay £400 cancellation fee - for a service I never received.

This is a cry for help on how I can get Vodafone to listen and respect my wishes to just 'call it a day'  and part company.

[Jayach]

If you have an ongoing fault, there is no way you should be asked to do the same basic checks over and over again.

You should have been given a fault code and a direct number to 2nd line.

It's strange that Openreach have made multiple visits, but not fixed the fault. Perhaps it's not an Openreach problem at all.

I can only suggest going via the official complaint route, they are the only team (AFAIK) that can agree to let you leave without penalty.

Complaints Code of Practice | Vodafone UK

[gipjon]

What did the engineer say to make you call it a day

[jonesofnascot]

The Engineer was excellent and checked everything and was on the phone to some technical department rebuilding something or other

He called later in the day to see (and yesterday) if it was working and again but I’m afraid that 15 days with no broadband and daily promises to sort was the end of my patience

[jonesofnascot]

Given fault code but no direct number so every time I got in touch I went through the same process

it took me 2 days to get to speak to someone about cancelling and was transferred around to various people trying to get me to stay - the first time I tried I was on the phone for 1 hour 45 minutes until 20:00 came and I just got cut off