I've recently moved my address and needeed to request that my broadband is installed and activated at my new address. I completely forgot about this, so I had poor Internet access when trying to contact them over data. I've first tried calling over the phone and followed the steps I found on Vodafone website, but haven't managed to get through the automat. Then I tried to contact the support through an online chat, which took me around 30 minutes. The custommer service followed a learned protocol to verified my identity and asked me for a 4 digit number and memorable word which I didn't remember because I never had to use it. It took them half an hour to verify my identity (can they really not just ask for a picture of me holding my ID card?) The chat window completely disapeared multiple times and there was no getting back and finally an advisor called me over a phone but they kept asking a dozen of security questions over and over, verifying me about 5 times at least and transfering me from one department to another, each needing verification. I finally managed to get an installation date but this took over 2 hours of just wasting my time for no reason. It was handled by a call centre based in India instead of any dedicated UK Vodafone customer service team and they really were just repeating learned phrases with no interest of speeding things up. Some of the security questions they asked were also a bit alarming, they even asked me for a sort code of my bank card!
Do other people have similar experiences? What do you need to do to get help from vodafone customer service and do they even have any interest in helping their customers? I just don't know what to do next time and I'm really frustrated. I think I shlould be allowed to cancel my 12 months contract as I didn't sing up for such a treatment.
Thank you! Matej
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