VOIP phone not hang up after caller does

[andrewinstirlin]

Has anybody had a problem with gigafast VoIP not dropping line at end of an incoming call and making a a high pitched whine until the call is cancelled by me (by physically hanging up). It is most noticeable with answering machine where the message ends and the far end puts the phone down  and the whine starts  and continues until I physically hang up on my phone.

[Mark]

Hey there @AnnieBody01 I'm sure the team are doing everything they can to get you back up and running again. If you'd also like us to take a look into this, we'll need access to your account and will need to take some personal information from you. For security reasons, we're unable to do this through a public forum such as the Community. Pop us a private message via Facebook and Twitter and we'll be happy to help 😊

[AnnieBody01]

1. The Gigafast support team have fobbed me off and done nothing, so I 100% disagree with your statement based upon conjecture, not fact.

2. Having already stated I shall not sign up for a media circus site, your further requirement to do so appears to be further ignorance from Vodafone.

3. There is absolutely nothing in my contract that states I have to join a media circus in order to gain support.

4. As Ofcom support the provision of customer service without having to join a community forum or media circus, it is clear Vodafone are not complying with their requirements for customer service.

5. As it is not just me with this problem, it appears rather ignorant of their wishes for resolution that you have only contacted me.

6. With many customers having the same issue this should be resolved without having to jump through more hoops with Vodafone.

7. As I have again been forced to send Vodafone a letter of complaint, I hope it doesn't take six months to resolve this issue too. I will post the responses on this forum if and when I receive them.

[andrewinstirlin]

Well said!

[Stubbo]

Hey @AnnieBody01,

I completely appreciate you may not want to sign up/use social media. As @Mark has mentioned above, we're unable to look into accounts via the Community Forum as its a public platform. We also have a Live Chat system as an alternative to social media, just hit the link here

[AnnieBody01]

Yes, except that this is another Vodafone lie!

This is not a live chat but an automated robotic response that takes the question:

"My phone line is not disconnecting after an incoming call"

and then through the multiple choice options takes you to the only question

" I don't understand why I have been disconnected" which is completely unrelated and another waste of my time.

This service is not fit for purpose as a customer complaint option.

[jcbanjo]

Hi

I think your blistering comments sum up the situation we are at with Vodafone really well.

A war of attrition seems to have developed ,your "round and round in circles". comment is very apt.

I would like to know why the moderators say they can do nothing without looking at our accounts, not sure how looking at an account would resolve the whistle on my phone, unless they think we are receiving an addition to our phone package we are not paying for.

Thought contacting watchdog on TV may help but seems it has been taken off air.

[Beth]

Hi @AnnieBody01, TOBi is our virtual assistant designed to help you if you don't need to speak directly to an agent. If the query is too difficult for TOBi, he will then refer you to an agent. From your comments above, it sounds like we would need to take a look at how the Gigafast is performing whilst processing troubleshooting with you, in order to do that we would need to enter your account which we're unable to do over the forum for your security. 

Alternative ways to contact our customer services team can be found here. For more information on how to make a formal complaint, please click here. Please let us know how you get on

[AnnieBody01]

Providing more links to another chat system when the first proves to be completely useless is astonishing!

You have to remember the sole reason for being in this community is because the Gigafast help didn't want to know!

Community forums are just a way of getting customers off the back of providers that don't want to know. If there was an answer then why couldn't Gigafast support provide one or at least pretend they were prepared to look into it.

[Tash]

Hi there @AnnieBody01 - the Gigafast team shouldn't be directing our customers to the Community to help when it comes to account specific queries such as these. I've fed this back to ensure that this doesn't happen again in future.

Our forum is for our customers to reach out to other users and moderators like ourselves, where we can then advise the correct procedures for any queries that are posted on any thread. In this case, we'd need access to your account to resolve things with your landline. 

Due to you using our Gigafast services, our specialists will need to investigate this further and can be reached directly when calling 08080 044 668. I appreciate you'll have already been through this step, so if you'd prefer not to call us we've offered the Live Chat option or our Social Media channels. While our team wouldn't be able to assist on Facebook or Twitter, we'll be able to take your details from you and transfer you through to our Gigafast team.

@andrewinstirlin I've checked the messages you received from us via Social Media and I'm really sorry that you were advised this. Have the Gigafast team since been able to resolve things for you over the phone? If you're still needing any assistance please message us again with your contact details and if you're still experiencing the same issue - we'll then give you a call to transfer you through to the team.

[AnnieBody01]

So, I have started again with Gigafast telephone respose.

Instead of fobbing me off, after I explained about having to use the community and not signing up for a media account, and having to rely on writing a letter of complaint, the person investigated.

Apparently, the initial person had not sent the email promised, so I have to assume this was never going to be sent: another blatant lie! The new person contacted her/he/its comrades and it appears there is a known problem with the telephone/ethernet adaptor provided. I have purchased another and will update when it arrives and I have tested it.

Those interested in setting up media accounts to provide support should be aware they have access to resolutions. Not one has offered to investigate the problem and offer a means of resolution.

Why is that Voadafone?