I’ve been having problems with my broadband. I managed to get on the App. Found a section called Broadband service test, clicked on that and it resulted in a message, some to the effect that my case had been taken up.
Now I assumed that in the background, something was being done to check my internet and resolve the issue.
it would appear not. When I had a Tobi chat followed by text with a human, there was no record of my case the next day, so the wording on the App is extremely misleading.
I queried this in the following days chat but had no responses at all to my query.
i clicked on the three dots to request a transcript of the online chat. What eventually was emailed to me was heavily redacted with many of my queries typed as just xxxxxxxxxxxx
luckily the first day I had an online chat, I had done screen shots of the conversation.
I recommend you screen shot all online chat via Tobi chat.
Not sure how high up in Vodafone the issues with App are known. I expect there is a level of management that must be aware of the limitations or the app and some staff (most staff are super great and helpful) but I doubt they are being honest with upper managers and CEOs as sometimes my customer experience is quite dire.
