App offline almost every night!

[StrangeDHighlan]

Can anyone at Vodafone explain how a customer could, for example, remove or introduce a bar on their account during night hours UK time given the Vodafone app and online portal are offline for 'working hard to fix things' almost every night?

It seems, this is now standard with Vodafone and customers have literally zero control, no one to call and no access to their account's extended settings.

No nonsense (customers are our priority, we understand your frustration, this is to ensure service to majority of customers, etc.) answers please!

[BandOfBrothers]

Hi @StrangeDHighlan 

I appreciate your viewpoint on this. 

Maybe one workaround is to use Live Chat while the app and online page is undergoing routine maintenance. 

If i can be of any further help please don't hesitate to ask  😎 

[StrangeDHighlan]

They don't have any agents at that time and the chat bot is frankly useless.

Same applies to the absolutely disastrous home broadband app that replaced the old app.

Whenever the backend is down for what they call 'maintenance', the average user can't access their router's settings.... almost every night, For hours!

Those who are advanced can access the router directly via its ethernet address and password but that's the minority.

the whole concept of relying on apps and not having them online 24/7 is disgraceful. If banks can be non-stop online with interruptions only a couple of times a year, so should be Vodafone which is about ti become the largest operator controlling a significant stake of the market.

[Jayach]

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@StrangeDHighlan wrote:
Those who are advanced can access the router directly via its ethernet address and password but that's the minority.

Accessing a router via it's firmware is hardly advanced, it's the way we've been doing it for years.

I personally stay away from the app as much as possible.

[Jayach]

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@BandOfBrothers wrote:

Maybe one workaround is to use Live Chat while the app and online page is undergoing routine maintenance. 

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This is what I got when I just tried to contact live chat. 

[StrangeDHighlan]

Hey,

Exactly my point! If the user who initially responded to my message works for Vodafone, the reply itself shows unprecedented levels of arrogance and, sadly, incompetence.

Chat and phone support have very similar hours, usually closing at 10pm.

The app and customer portal close for 'maintenance' almost every night from around 11.30pm to until 3.30am. During that time there's literally no one to help with, for instance, introducing or removing an international calls bar, or managing roaming spend cap.

On router access - not advanced for me either but it is complicated for many people. Those of us who work in certain professions find this stuff 'natural' but I know people who struggle with it and find apps easier. 

I find the new broadband app a complete waste of money. It's more of a gimmick. 

[Jayach]

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@StrangeDHighlan wrote:

Hey,

Exactly my point! If the user who initially responded to my message works for Vodafone, the reply itself shows unprecedented levels of arrogance and, sadly, incompetence.

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No they don't work for Vodafone, they got their "Community Champion" accreditation before Vodafone were supplying broadband.

Unfortunately Vodafone have never deemed anyone on the broadband forum worthy of such status.