Hi @Amanda I've only found resistance through all customer support channels I've tried to get my issue escalated.
I don't know what else I can do but ask Vodafone to contact me directly instead.
Fault case FLT11490452 should give you a good way of contacting me over the phone or email.
I'll keep posting updates here and/or a dedicated thead on the main forum in the meanwhile.
Example of one of my multiple exchanges with customer support.
TOBI: Thanks for choosing to chat with us. An agent will be with you shortly
Me: Could I be transferred to Wifi Xperts team please?
Hala: Hi X, thanks for connecting with the Wi-Fi Xpert Chat team. How can I help you today?
Hala: Hi, are we still connected?
Me: Hi I have a support ticket open with you
Me: FLT11490452
Me: Apparently it was closed without getting in touch with me
Hala: so sorry about that
Hala: will definitely check this for you
Hala: would you mind if we go through security checks first
Me: Sure
Hala: perfect
Hala: can you please provide me with the 2nd and 3rd digit of your pin code
Me: X and X
Hala: perfect match!
Hala: thank you
Hala: allow me few minutes please while i check
Me: Apparently the ticket was closed shortly after someone called, I picked the phone but no one answered on the other side ( around the 22nd 16:30 GMT )
Me: I contacted again the wifi xperts team shortly after.
Me: Apparently the support person ordered a router replacement and passed the case to network engineers. Is there a second support ticket about this? If so could I have the number?
Me: In any case I'd love to follow up because I got a first email regarding the router replacement, but it never happened ( and it was supposed to be a next-day replacemnt )
Hala: again we're really sorry about this experience but i will make sure to check everything for you
Me: thanks
Hala: sure my pleasure!
Hala: just to ask
Hala: what's wrong with your router
Me: Nothing is wrong in my opinion
Me: But the support person apparently run a test and "something was off"
Me: My problem is that I am experiencing higher than expected connection latencies.
Me: In my opinion it is a network configuration problem. I'm trying to get someone look into it
Hala: yes
Hala: sorry about that
Hala: i'm checking everything you mentioned
Me: While waiting I wrote another message in the forum, https://forum.vodafone.co.uk/t5/Other-broadband-queries/Milton-Keynes-routed-via-Manchester-high-latency-Gigafast/m-p/2720918/highlight/true#M25883
( SOMETHING INTERRUPTED THE SESSION HERE , BACK TO SQUARE 1 )
Me: Hi
Mohamed: Hi X, thanks for connecting with Vodafone Broadband Chat support. How can I help you today?
Me: This is the summary of my case, https://forum.vodafone.co.uk/t5/Other-broadband-queries/Milton-Keynes-routed-via-Manchester-high-latency-Gigafast/m-p/2720918/highlight/true#M25883
Me: The experience with Vodafone has been so far incredibly frustrating. Dropping calls, closing chat sessions, closing fault tickets without really getting in touch with the customers or looking into what is been reported ( see for instance FLT11490452 if you work for Vodafone , closed with a they tested the line and no fault was found , The ONT is up and present with good light levels and correct Duplex settings need to check customers equipment and configuration settings but landed to ring and no audio twice ) . Called right after, another guy said that he was sending a replacement router because something was "wrong in his tests" , got am email about it but it never moved forward. Neither the escalation he said he was going to do to the network engineering team.
Me: I'm trying to get my problem routed to the right team.
Me: So far I'm stuck in Wifi Xperts support L1.
Me: I'm not an isolated case.
Mohamed: sure i can help you
Me: Your Community Manager is asking me to get in touch with you.
Me: I am doing this.
Mohamed: I have your account ready. Let's complete a quick security check so that I can try to resolve this for you.
Mohamed: It’s a 4 digit PIN that you might’ve set at the time of registering your Vodafone account or while placing the order. You might want to give it a try as it’s the easiest way to clear security check.
Mohamed: you can confirm the 1st 2 digits only
Me: X X
Mohamed: Perfect , i'm checking the case now
Mohamed: I see there is active session since Fri Nov 25 11:37:32
wifi is signal is 94 % which is good
Me: I don't use Wifi for my connections
Me: My tests are ran from a computer connected to ther router over a Cat7 Ethernet cable.
Me: I don't have connectivity issues, but networking routing problems.
Me: I'm trying to get my case escalated to a L2/L3 support team who can look into the routing for my connection/area/subnet. It is an issue widely reported in VF forums. If it is escalated to a higher level of support they will really appreciate having my details ( which is what the message from your community manager , https://forum.vodafone.co.uk/t5/Other-broadband-queries/Milton-Keynes-routed-via-Manchester-high-latency-Gigafast/m-p/2720490#M25790, is saying )
Mohamed: i'm unable to run tests on your router it is not responding are you using this router XXXXXXXXXXX ?
Me: Not anymore because your colleague asked me to pack it and put it in a box. I am now using my old router.
Me: Old router S/N is CPxxxxRAKH8
Mohamed: IS it THG3000 ?
Me: yep
Me: It doesn't really matter which one I use, I get consistent behaviour in both relating the routing of my IP traffic within vodafone network.
Me: It is all summarised here, https://forum.vodafone.co.uk/t5/Other-broadband-queries/Milton-Keynes-routed-via-Manchester-high-latency-Gigafast/m-p/2720918#M25883
Me: I'd appreciate that if your tools or expertise don't allow you to look further into this, PLEASE can you escalate the ticket to a next level of support where a network engineer can look into it ?
Mohamed: actually i'm unable to access any of these links
Me: OK lets reset for a minute.
Me: Is there somewhere in my case a request for shipping a replacement router?
Me: An email was sent to me on this matter on 23 Nov xxxx. 17:44
Mohamed: i found order her for replacement router SBL-1000000616228679
Me: What's the status for the order?
Me: It was supposed to be a next-day replacement sent with DPD. But never happened.
Me: I don't think it is required. But they support person was really convinced it would help.
Mohamed: Still open
Me: How come is not sent yet?
Me: It is a next-day replacement isn't it
Mohamed: did DPD contacted you ?
Me: No
Me: I doubt Vodafone handed it over to DPD
Me: As I need my internet connection for work I plugged my old router back.
Me: Is there a fault ticket related to that router replacement that I could get and use for further communication with customer support?
Mohamed: i'm checking that and will track this router with DPD allow me 3min.
Me: Sure
Me: Regardless of the router replacement issue, the support person that I talked with and ordered this replacement said that he would escalate the issue to the next level of support. Is that on record? If so, is there a ticket number I could use to track it when contacting support?
( SOMETHING INTERRUPTED THE SESSION HERE , I )
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