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Other broadband queries

How do I speak to someone about my complaint - I keep being told someone will call but not happening

AngryViking
4: Newbie

The joining process to ordinary Superfast broadband was a mess. I eventually got connected but there were a load of issues which weren't being solved. I raised a complaint.

The first agent who took it on was very helpful and identified that there was indeed a problem. It wasn't getting fixed so I asked for it to be escalated. Since then nothing - I was told I had to do three speed tests (it wasn't the correct issue) and the email response was there wasn't a fault and so there was nothing to fix. 

I have tried the call centre - both chat and phone (hours wasted) but the problem (already acknowledged) is far beyond their understanding and it seems there is no way to talk to the person handling the case.

It's dreadful, I just need to speak to someone - I really want it resolved.... HOW???

 

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30 REPLIES 30
AngryViking
4: Newbie

Hi. 
I'm being given a runaround by customer services, trying to resolve an existing complaint. 
i don't (and won't) have Facebook or Twitter accounts. 
How do I speak to someone related to my existing complaint who isn't just another person in your call centre?

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Jayach
16: Advanced member

If you have raised a complaint, there should be a be a complaint handler for you to deal with. See the complaint procedure here: Complaints Code of Practice | Vodafone UK

Is there anything we can suggest to help with the problem?

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AngryViking
4: Newbie

Thanks for the reply.

I'll try that number too - everything I have tried gets into the call centre who aren't able to help.

There's nothing I can do to resolve the problem - it has to be done in Vodafone.

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Amanda
Community Manager

Hello @AngryViking  - thank you for reaching out to us, I'm sorry to hear you haven't been able to get the support you needed from us when you got in touch previously. 

As @Jayach has mentioned, once you've raised a complaint you should be assigned a dedicated case/complaint handler who looks after it for you - you can see more information on how to do this via the link provided above. 

We're only able to help via social media here, as we'd need to access your Vodafone account securely and I appreciate you've mentioned you don't want or have these accounts. 

I'd recommend getting back in touch with you case/complaint handler, so we can look into this further for you. 

 

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AngryViking
4: Newbie

Thank you for your reply. 
You recommend getting in touch with the case handler. 
My issue is HOW?  I think I have tried every avenue available to me without success. 

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Amanda
Community Manager

My apologies @AngryViking - you should receive an email from the Customer Relations team once you're assigned a case handler and this includes a direct number to reach them, along with an email address. 

If you haven't received any of this, it sounds like a formal complaint hasn't been received properly - our live chat team or customer services via 191 can check this for you. 

Alternatively, you can resubmit your complaint via this online form

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AngryViking
4: Newbie

Thank you @Amanda for your help.

I called the Complaint case phone number, gave the case number and requested a callback.

It didn't happen so I called again. The agent contacted the  complaint handler who said he wasn't going to take my call (I have NEVER managed to speak to him). He emailed me, said the case had been reviewed and had now been 'deadlocked'.

I've never had any explanation of the problem and apparently now cannot discuss or escalate it.

What on earth is going on?

Is this really what one should expect from Vodafone?

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Jayach
16: Advanced member

@AngryViking 

Now you have reached "deadlock" you can take your case to CISAS, who, if they find in your favour can award compensation. Wait until you get the "deadlock" letter, don't believe what they tell on the phone or chat, and that should set out your options

I don't think you have told us what your complaint is, and I can't help but wonder what it is.

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AngryViking
4: Newbie

@Jayach - Thanks for your advice. 

My issue is speed related. The Vodafone mandatory tests (Multi thread Speedtest to a Vodafone hosted server) show I have a great connection of 70+Mbps. My connection through Vodafone to the internet is showing a flatline at 22Mbps (or worse!). It started when I was with a 3rd party ISP selling the Vodafone service. I had a 40Mbps service then. When that contract expired, I transferred to Vodafone with an 80Mbps service. The flat line didn't move. 

Draw your own conclusions. I have mine and Vodafone won't even discuss it.

 

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Jayach
16: Advanced member

Interesting, if speedtest.net is saying you have 70+Mbs, you have a near perfect connection. The max possible on FTTC is 80Mbs, but that is sync speed and throughput will always be about 90-95% of that.

How are you measuring your "connection through the internet"?

What do other speed test sites say? such as:

BTW Performance Tester (btwholesale.com)

Internet Speed Test | Fast.com

 

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AngryViking
4: Newbie

The BT engineer and I spent some time getting a good copper pair to the cabinet!

Speedof.me (data on CDN) - results to same server at same time of day using VPN is 68.....

Have similar results with other test sites but SoM is relatively unmassaged data

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Jayach
16: Advanced member

I've not used speedof.me before, but it gave constantly lower download speeds than I know my line is running. (from other speed tests and from torrenting, which is the truest test of line speeds IMHO)

So are you saying that you get higher speeds over VPN than you do without the VPN?

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AngryViking
4: Newbie

As I said 22Mbps without 68Mbps with VPN and remember that includes the overhead. 
But that isn't the subject of this post. I'm stuck with VF not wanting to do anything about it 

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Jayach
16: Advanced member

You're certainly not the first person on here to complain of slow speeds to certain sites, which can be reached faster when connected over VPN. Sometimes that is just one of the vagaries of internet routing.

Do you get the same difference when you use the other test sites I suggested? 22Mbs instead of 68 is a remarkable difference.

Have you tried getting a few different IP addresses, and seeing if the routing changes?

Also recently people have had lots of problems with latency, which seems to be cured when they get a static IP. perhaps ask for one of those.

Sorry if I seem to be trying to fix the problem, but wouldn't that be better than going the ADR route, which will probably involve much hassle.

 

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AngryViking
4: Newbie

I can't fix the problem - it's inside Vodafone. I can recreate the problem on other speedtest sites although I don't see any advantage. Latency isn't an issue. Not surprisingly, the VPN is longer as there more hops but the throughout is the telling part. Trace route is not really helpful if you don't know what the hops represent and anyway the dynamic loading of things like CDN make it sort of meaningless. 

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AngryViking
4: Newbie

@Jayach @Amanda 

Thanks both for your input. 
It seems VF have slammed the door in my face and I will never get anyone to look at what, I am convinced, was a problem in transferring a live connection to a new contract. 
Looks like I have to waste CISAS time. Appalling...

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Jayach
16: Advanced member

I know latency isn't your problem, but when those people get a static IP it seems to come from a different pool to the normal dynamic addresses. It may move your routing from whatever may be causing your problem. 

Still whatever you do, do let us know how it goes. Your experiences will add to our collective knowledge of how Vodafone works. (or doesn't)

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Jayach
16: Advanced member

@AngryViking wrote:

 I am convinced, was a problem in transferring a live connection to a new contract. 
Looks like I have to waste CISAS time. Appalling...


When you start a new contract with a different ISP, nothing is transferred over. Everything starts again.

The only common thing is the copper line between you and the local cabinet.

 

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AngryViking
4: Newbie

Not in this case. 
I was with SSE who used VF as provider. 
By changing my contract to VF, the line was already on their system. The original order was messed up and showed as rejected. After a week of waiting around on hold, one person spotted the issue and corrected the status. However, I believe that 'bandwidth management' (which of course doesn't exist) was left with the original setup. 
Your idea for fixed IP appeals. Some legal letters first, I think...

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