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Other broadband queries

Cancel my ******* service...

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3: Seeker

I'm done with Vodafone "Business" broadband, the service as well as the shambolic customer service is a joke. TLDR is basically these five problems:

 

- I've been requesting and promised a static IP for 6 MONTHS. It's included in Business broadband and I need it. Instead, every 20-30 days the complete trash kit of a Vodafone router fails and needs a reboot. The IP address gets changed and im back to another problem...

- ....The SYNC SPEED. Every god dam ******* time the router needs a reboot, I loose around 8-12MB off the sync speed. We used to get 80MB - I made posts here last October about it. Now were easily less than half that and it never seems to retrain up back to where it was.

- Throughput. Sync rate can be 80MB, it can be the high 30's were currently stuck to, but the throughput is the same 12-15MB/Sec on speed test sites. It can be run from our ethernet connected servers, MacBook’s on Wireless AC or mobile phones all the same. Also leading me nicely onto...

- ...Customer Service, and I use that term very loosely. Everything to do with the throughput slowdowns, the router hard locking, my apparent mis-configuration of the router to retain a static IP - All my fault apparently. There's nothing wrong with the service what so ever apparently, I just need to move my WIFI devices closer (forgot about those Ethernet connected servers huh?) to improve the speed. It's something I'm doing wrong. Yay. And Finally,...

- ...Own Router/Modem. I've still not been given the username and password for the DSL, and it's been requested just as much as the promised static IP I'm still waiting for. At this point, I don't care much for this anymore.

 

Hours of calls, 47 emails, 6 web chat transcripts all with varying levels of ##~##, being passed from person to person having to explain the problem over and over each time and getting nowhere. Hopefully posting this here gets a response before I simply refuse to pay any longer (I bet they'll be in touch really fast then).

 

Rant over. 

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3: Seeker

Update: Vodafone have removed the contract hold this morning. I was called back (late I must add) in response to my earlier complaint mentioned above. The text message received from Vodafone's "Directors Office" simply states that they apologise for the issues with not being able to supply the service as per the contract agreement and have set the contract end date to yesterday.

I have logged into my account and can confirm that the contract end date now shows 21/02/19. 

The whole process has been frustrating, and I’m glad to be released from contract. Hopefully this helps others with the same kind of issue posted all over this forum. The overcapacity / throughput issues were acknowledged by Vodafone in writing, and while they originally said tough basically, I stated I refuse to stay put for an undefined period of time for the capacity issues to be fixed.

So, don't let customer services give you the run around checking WIFI, getting a new router and other such crap. If you have a good sync speed, and speeds go off a cliff - Stick to your guns and jump from the service. 

 

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9 REPLIES 9
13: Advanced Member

why dont you just leave 

ofcom has stated if you dont get what you pay for then you can leave 

https://forum.vodafone.co.uk/t5/Other-broadband-queries/Get-out-clauses-for-a-broadband-contract/m-p...

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3: Seeker

Another 1 hour 17 minute call with someone from their business broadband department was frustrating. They have issued a static IP, apparently i'll get it in a few days. I've heard this before, so I'll update on the progress of that.

 

As for the speed, while she accepted there is a difference between sync speed and actual thruput, the network service guarentee only applies to the sync rate staying above 63MB. The apparent cause for fluctuation is a combination of failed equiptment and over capacity at my local FTTC cabinet. They are aware apparently, but gave no date of a fix. She said it could me "many months".

 

I argued that as a paying customer, putting up with the over capacity issue causing sync rate to drop and the thruput to really go off a cliff (I'm talking 10-12MB/Sec here on a sync of 78-80) really isn't satisfactory. I requested to leave their service and to stop blocking the migration I requested several days ago, and was presented with a cancellation cost of £475 if the service was ended within this billing window.

 

So, where do I go with this. They've admit a fault, and that it's it's slow because of over subscription. With no ETA on a fix, and zero compensation I've just got to put up or pay up to leave?

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4: Newbie

@geekl33tgamer wrote:

 

So, where do I go with this. 

 

A Small Claims action in order to recover the Cancellation fee? 

 

 

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Moderator

I’m sorry to hear you're having problems with your connection @geekl33tgamer. We'd certainly like the opportunity to take a look into this. As we'll need access to your account to do so, please contact us by following the link in this private message and one of our Broadband specialists will be in touch.

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13: Advanced Member

As vodafone has said it's there fault . I think that also make them liable for any costs . Lost of business etc . I would run a complaint with there complaints department and tell them that you want compensate for the issue and for the next 6 months coming loses .Ofcom clearly state if you don't get what you pay for .you can leave. Also state you are entitled to compensation 

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3: Seeker

I argued the above, but was told several times that unless sync speed falls below the speed guarentee I will not be compensated. This was after calling up today chasing the static IP that, unsurprisingly, hasn't been ordered apparently.

Same old. The lady I spoke to last week apparently raised a compaint but after todays phonecall the agent has to trace of a complaint being logged on my account.

I'm taking the matter to Ofcom, they've had enough time to rectify this. I would leave (I tired), but Vodafone are blocking the migration.

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3: Seeker

I've logged the matter with CISAS. Ofcom say I need to go down this route first. Link if anyone else needs it:

https://www.cedr.com/consumer/cisas/make-a-complaint/

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Moderator

Hi @geekl33tgamer I can see @Mark sent you a message with steps on how to get on touch. Have you since sent us an email?

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3: Seeker

Update: Vodafone have removed the contract hold this morning. I was called back (late I must add) in response to my earlier complaint mentioned above. The text message received from Vodafone's "Directors Office" simply states that they apologise for the issues with not being able to supply the service as per the contract agreement and have set the contract end date to yesterday.

I have logged into my account and can confirm that the contract end date now shows 21/02/19. 

The whole process has been frustrating, and I’m glad to be released from contract. Hopefully this helps others with the same kind of issue posted all over this forum. The overcapacity / throughput issues were acknowledged by Vodafone in writing, and while they originally said tough basically, I stated I refuse to stay put for an undefined period of time for the capacity issues to be fixed.

So, don't let customer services give you the run around checking WIFI, getting a new router and other such crap. If you have a good sync speed, and speeds go off a cliff - Stick to your guns and jump from the service. 

 

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