Unable to call mobile phones.

[dcdsmith]

Hi,

I transferred to Vodafone from Plusnet earlier last month.

I was also transferred to VOIP due the transfer to VF.

For the first few days I was able to call the mobile number with no issues.

I then started to have issues and reported the fault to customer services.

The first assistant was of little help and didn’t even know what a telephone exchange was????

 I eventually got through to someone who escalated the fault and for a few days, I was able to call with no issues.

This weekend, however, the fault has returned and I am again not able to call mobile numbers, the fault is very random in nature and sometimes connects and sometimes does not.

I am able to receive calls from all the affected mobile numbers.

[CallumR]

Hey @dcdsmith Apologies for the experience you've been having. 

With the fault coming back since speaking with our team, I'd recommend reaching out to our Broadband team again so that they can take a closer look into the issues you're having. You can do that by calling 0333 304 0191 from your landline or you can chat to them here. 

[dcdsmith]

Hi CallumR,

Thanks for your reply.

With respect, when I first contacted VF customer service, I unfortunately got in touch with someone who obviously had a script, and anything off script was met with confusion, such as not eve knowing what an exchange was, as previously noted.

 I will try again on Monday, so I will hopefully avoid the “weekend assistants”

So far though, I am not impressed with Vodafone.

[Jayach]

Good luck on finding a first line agent, who doesn't use a script.

Getting through first line is all about giving answers that allow them to "tick all their boxes",

They can then pass you on.

[dcdsmith]

The problem was that I couldn’t get past the “first line agent” despite the obvious cluelessness, and repeated polite requests for me to be put through to someone else, all I got was a response along the lines of “I want to help you and I’m sorry you’re having this issue”

I eventually had to put the phone down and call again on Monday.

[Jayach]

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@dcdsmith wrote:

The problem was that I couldn’t get past the “first line agent” despite the obvious cluelessness, and repeated polite requests for me to be put through to someone else, 

I eventually had to put the phone down and call again on Monday.

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@Jayach wrote:

Getting through first line is all about giving answers that allow them to "tick all their boxes",

Better luck tomorrow, but have you tried live chat https://www.vodafone.co.uk/bbservcd/? 

In my experience they can be a bit more "clued up".

[dcdsmith]

I have been in touch again this week about the issue and it has still not been resolved.

If this continues I will seriously have to look at finding another provider due to Vodafone’s inability to provide a full service.

[Jayach]

Sorry to hear it hasn't been resolved, but whether you leave or not, is totally irrelevant to anyone reading your post.

We are not Vodafone, just customers.

[dcdsmith]

I was unaware of that Jayach, I thought that some Vodafone agents contributed to this thread.

[Jayach]

The mods here do work for Vodafone, but have very little input, other than telling people to use social media.