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Apologies for our delay in providing an update on this issue. The best long term resolution is to install a new Interface (Job Ref: INV11388640). We're currently awaiting more information on when this will be completed. Once installed it will eliminate the disruption you're currently experiencing at peak times.
I'm sorry for any inconvenience this disruption maybe causing and we'll keep you updated on our progress here, or you can reach out to us via any our social channels 24/7.
@Jayach thank you.
Update from today's OpenReach engineer visit...
As expected the engineer said they had been to multiple Vodafone complaints over the last couple of weeks, all with exactly the same symptoms. They continued with the line tests which found no fault at all and for my property age the line is as close to perfect as it can be. It shows a maximum rate of 134mbps, no voltage on the line, resistance within range and no CRC errors. They kindly let me take photos of the results:
After completing the test they called Vodafone, who immediately admitted they were aware of an ongoing issue.
At lunchtime I then received a call from tech support telling me "Good News, the OpenReach engineer had been out and had cleared the fault on the line". I quickly correct them that there had never been a fault on the line and the engineer simply confirmed what I have been saying for almost 2 weeks. As usual they would not listen and was insisting that this evening I continued to conduct more pointless time wasting tests even after I told them Vodafone have admitted there is a problem both on this forum and to the engineer. Again this seems to be more stalling / delay tactics, they were refusing to elevate this to the network team until I do these tests.
After the call, I received a text from Vodafone stating "We attempted to contact you about the issue you are facing with your Broadband today however you were not able to discuss this further...."
@Mark @Amanda @Effie the level of customer service from your support team is getting worse and worse, they either have absolutely no idea what they are doing and what is going on or they are being deliberately obstructive. As I have said previously I have been a Vodafone mobile customer for around 16 years and I am absolutely disgusted at the lack of customer service. I have several friends and family members I have put on Vodafone broadband and mobile contracts, unless something drastically changes none of these are going to get renewed.
I am fairly sure there is no coincidence that we have all been having issues since Vodafone had a mass outage on 27th October. I suspect you have patched your network together to get it back up but have been facing some serious issues as a result which is impacting us all. I strongly suspect certain engineers and management in Vodafone have been fully aware from day 1 but have been trying to keep it quiet to save face. I feel for people who have no technical knowledge whatsoever who will have been led round in circles by your tech support team.
You owe us all an apology and compensation for the dreadful customer service, hours of time wasted by everyone, and loss of productivity. You also owe us all a full explanation of what is going on and a deadline to full service restoration.
I am currently embarrassed to be a Vodafone customer and embarrassed to have referred accounts to you.
Good morning all, I want to thank everyone for their continued patience - I do appreciate this must be frustrating or you all. I'm sorry that you've been getting conflicting information when getting in touch.
To be completely transparent, it's taken me and my team a number of days just to get any type of details on this and I know this isn't the best process, so we're looking into getting a better way of working to gain this information.
The only update that we have available to provide, is that the team working on this are aware of the ongoing issues and have already put a large amount of fixes in place. This does mean there are much less affected users now, so things are moving in the right direction. There is a temporary capacity issues with some links and they're continuing to work on these.
At present I have no more information than this.
If you would like to discuss compensation or any failings in customer service that you've encountered with us when you've got in touch, please massage my team directly via social media and please remember to link back to your post here.
