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We've recently had the FTTP installed in out area that I have been eagerly awaiting but with the service I've received so far I've been completely put off.
So here I am now completely soured from the experience for something I was so eagerly awaiting thinking 'this isn't acceptable right?'
I can't fault most of the conversations I've had over the phone and with the live chat agents, they have been top notch but the overall experience is ridiculous, feel like I have been penalised for a failure on Vodafone part.
I probably wouldn't have minded as much if they gave me a reason that added up but neither of them currently do.
I'm hoping this isn't 'business as usual' for Vodafone?
Hi @dale0592, thanks for your detailed post. Reading the post we're sorry to hear about your experience from trying to raise the FTTP order to the information that you have or in this case haven't received. If you've logged a complaint with the complaints team, they'll be able to investigate from start to finish and hopefully give you the answers that you need and a way to move forward if you did decide to go ahead with the service.
Whilst I appreciate the response, the canned content template that you all use over the forum really doesn't add much value sadly.
Also, just to clarify, it wasn't an issue with me trying to raise the FTTP order. It was me trying to rectify Vodafone's error of cancelling the order I had without notifying me.
I also have something else that you might be able to shed some light on, why do the live chat transcripts not get sent when they are specifically requested from the live chat screen... and before you say, yes this was using the little button within the live chat window. I've since spoken to live chat again and found out that I now have to make a formal request for these to be sent to me.
So as it currently stands it seems like the system is set up to make it as inconvenient as possible to get chat logs for evidence and it doesn't look like its a new issue either from older forum posts. Why is the option still there, simply to lull people into thinking they don't need to save the conversation themselves only to find out they won't get it anyway?
The sooner the exclusivity agreement you have with City-fibre ends the better to be completely honest.
Thanks for raising this @dale0592 and apologies for any inconvenience that's been caused. The chat transcript should be sent to you if you enter your email at the time of the conversation, if you click at the end of the chat. You can also request the chat logs here if that hasn't worked for some reason.