Home Broadband (GigaFast 900) Account Access Issue

[Bozza]

Broadband account online access issue.

Tried to sign up to Vodafone GigaFast 900 on 24 March, went through all checks etc... came to last hurdle and they could not supply it, Prospect account created where my login details worked.

TalkTalk still had hold of my FTTP connection despite them advising it was ceased on 11 March hence why I could not sign up, though Vodafone should have advised of this from the start.

Fast forward to 1 April where the FTTP was released from TalkTalk  using CityFibre infrastructure and signed up successfully with Vodafone where it used my existing account details/credit check.

Vodafone Broadband should be going Live 11 April, but no Router etc... received yet, so I have 2 issues with Vodafone, not looking promising as a brand new customer.

Error I receive when trying to sign in after receiving all emails about orders etc...

Sorry An unexpected error occurred when trying to log you in. Please wait a moment then try again.

I have contacted Vodafone support at least 3 times via phone and every time they suggest same remedy.

Clear cookies / cache, try different browsers, Chrome, Firefox and Edge used.

I have tried logging onto my account to a different computer, mobile and Tablet with all the same errors.

Tried different usernames, that Vodafone have put on my account, and had countless temporary passwords sent to access account.

Does not matter how many times they reset or cleanse my account I still cannot access my online account.

Every time I get through all the steps and on finally entering username and password.

Always same response and error.

Why is this so difficult to resolve? 

[Evie]

Hi @Bozza - I've responded to your online account issue on this thread. You won't be able to access your online account until your services are live. We are currently working with our back office team to resolve the issue of the email stating you can log in. Apologies for the inconvenience.

[Bozza]

Thanks Evie, but Support have never advised of this so I'm sceptical as there is another thread where it had taken a user 3 months for this issue to be resolved. 

[Evie]

If you are unable to log into your account post-activation we would be able to attempt further troubleshooting and steps @Bozza 

In regards to the other thread, I'm assuming this one, I have posted a reply to urge customers to contact us as it seems the original post is in regards to an active account rather than a pre-live account.

[Bozza]

Thanks @evie, I'll keep this thread updated either on the 11 April and or when the service is Live, which I hope is on the day.

CityFibre from what I know have nothing to do as the FTTP was all fitted / done through TalkTalk 4 February 2022.

[MarkD]

Hi @Bozza, if the broadband service goes live today, your My Vodafone account should be up at running once the order completes on our systems, in some cases this can take up to midnight. Please do keep us updated with how you get on 🙂

[Bozza]

Still cannot login as I think part of the problem is my Order status is still Open.

If I try to register with my Landline number or Order number the website advises they are already registered.

 

I called on 8 April and the Easy Switch member had to have a Router, booster and dongle sent out manually for next day delivery which did arrive Saturday morning.

CityFibre engineer this morning (11 April) had to speak to Vodafone Backoffice team to have the router manually provisioned, this is also causing an issue to my backup dongle which no doubt the SIM card is not registered / active as technically is not registered to me.

[MarkD]

Thanks for the update, it looks like everything is heading in the right direction, you've got all the equipment and the visit has taken place by the engineer. Once the engineer has completed the visit and sent us the information, we just need to activate the service, from the screenshot that you've sent it doesn't look like we have any delays. When all this has been done and the order is not in 'open' any more, you should be able to use the My Vodafone account 🙂

[Bozza]

Order status updated, however I still cannot login to My Vodafone account where I have tried creating a new account.

Using the forgotten Username or Password process fails too as it advises my Order Number or Landline number is already registered.

Another issue is my Landline number states it is not connected either, clearly a big problem here with my profile. 

Another issue is with the Vodafone Broadband app that doesn't let me do certain tasks I.e. run a Broadband Service Test as it advises there was a problem or I'm not connected. 

Super WiFi tile was not visible - Vodafone xpert member enabled it for me, but has subsequently taken away Advanced options away and there is now no option to split my SSID's which was available before he reconfigured my profile. 

I have signed into the Hub and the options are not there, this has been looked under Basic and Expert mode.

[Bozza]

Just been advised once the Super Wifi tile is enabled the splitting of SSID's is removed as it is automated via the boosters.

Makes sense so hopefully that may help someone in the future.