Hi so frustrated and can't find where to turn next!
I am an existing Vodafone customer,I 'had' a broadband connection along with a phone and sim card business account. Last December I went to renew my phone and broadband contract and was told they now do them separately rather than under one deal. So I got my new phone and told a new broadband contract. Then I get an email from Vodafone saying my broadband will be cancelled on 11th January. I call them, wait about 45 minutes to finally get through to the right person. I'm told not to worry, the old one has to be cancelled before the new one goes live on the same day. A new router turns up, messages welcoming me and telling me my activation day is on the 11th of January. 11th comes and goes, no connection! call again, told to wait 48 hours. 48 hours later no connection so I call again. I'm told the order was cancelled by the system. They will have to do a new connection again. This time I will have to have a new number (!!!). The date is set for the 30th January. Guess what, the day comes and no new activation. I call again, told the system has cancelled the order (!!!!). No explanation but I'll have to have a new order setup, another 2 hours on the phone, going through the same things again!!! Another router turns up, and waiting for the 11th of January... The day comes, no new activation!!!!!!!!! I call again, this time I called the complaints number. A very nice chap, tells me he'll sort it out. "No worries Mr James, I've arranged for an Open Reach engineer to visit you on the 6th February to check the line and get you activated". Phew, I thought, at last. I waited in all day on the 6th, no one comes, no call, nothing. 8th Feb, I check online to see what status the order has and guess what, it's been cancelled again!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I've just come off the phone after another 2 hours - complaints>activations>new order go through the whole process again, listen to all the terms over and over again. Order completed! The lady askes if there is anything else I can help with? I say "yes please, can you put me through to the complaints department as I'd like to make an official compliant about this whole process" and she hangs up!!!!!!!! Grrrrr!
How is a customer supposed to get this sorted?
Using 191 to call takes you through to the wrong department everytime!
I've ended up talking to the Business Life Sales team twice, both times they failed to resolve this.
The complaints number, you just get past onto the same departments, no one actually take a complaint!
HELP!!!!!
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