main_icn_My_Vodafone main_icn_Search main_icn_Chevron_right main_icn_Chevron_down main_icn_Close main_icn_Menu social-facebook social-google-plus social-linkedin social-twitter social-youtube main_icn_Community_or_Foundation main_icn_Location main_icn_Network_signal

Other broadband queries

how do we complain about the media team

Highlighted
13: Advanced Member

how do we complain about the media team not handling customer queries correctly ,if i remember did'nt vodafone got fined about 4 million for this before 

View more options
20 REPLIES
13: Advanced Member

The same way you can try with any large company!  Start by informing them, if that doesn't work you try to find out who their bosses are and go over their heads.  If that still fails then you have to start looking at the regulatory bodies, usually the ASA, or OFCOM.

View more options
13: Advanced Member

well its very nice of the media team to get back to me to let me know who we need to complain to 

View more options
Moderator
Moderator

@gipjon I'm really sorry to hear you're unhappy with the level of service that you've received from the team. You can find more information about raising a complaint here

View more options
9: Established

Purely out of interest...  How does the media team (forum staff?) interface with Vodafone support?  Are forum moderators for example, on the VF payroll?   Are they part of support / customer services?  An organisational overview chart would be nice - just showing how various customer facing departments and teams interact.  It could perhaps pinned at the top of the forum main page.  

 

 The media team / forum moderators here are frequently blamed for poor customer service, poor quality of broadband service, shockingly poor hardware quality, reading from scripts, failing to help, going round in circles etc when problems are raised but never satisfactorily resolved...

 

... Is that misplaced...  should the widespread customer satisfaction issues be channelled elsewhere to achieve better and faster complaints handling and resolutions?    A equally tiresome thing about problems is the way that they are denied - 'oh, we have not heard of that happening before', the way they are variously ignored, drawn out, glossed over, never resolved etc.  This stuff is important to individuals having the problems at the same time as it is just another


@TJ wrote:

@gipjon I'm really sorry to hear you're unhappy with the level of service that you've received from the team. You can find more information about raising a complaint here



one of many trivial issues to Vodafone.   My broadband service being unreliable (for example) is a real issue to me but to VF... it really doesn't inconvenience anyone there... just bung out a platitude about how important the matter is to them and perhaps it will go away...

 

Despite the ire, it shouldn't be misdirected towards the wrong people, but who are the right people?

 

 

 

 

 

 

View more options
Moderator

@HappyNomad I'm happy to shed a little more light on how we work. Our moderators are part of the Social Media team, so you may also find us on our Vodafone UK Facebook or Twitter pages. 

Here on the Community we aim to help and resolve queries from customers - in some cases we may need to access the account to take a closer look into things, escalate details to the relevant team and we offer case management which means we'll see things through to the resolution. In these cases we'll send details to those users with details to reach our team via private message.

We also take on any feedback that's posted here and pass it on to the dedicated department to help improve our future customer service.

I can see on your other post that you've advised you're now using a third party router. While we'd be unable to provide troubleshooting for this router, if you'd like us take a closer look into our router and your broadband with us, please follow the details I've provided in the private message that you'll receive from me shortly. One of our Broadband specialists will then be in touch.

View more options
13: Advanced Member

hi natasha may be you could answer some of these questions below please 

 

current list of Common complaints customers are having :

1st router wifi keeps disabling itself for 3 seconds then turns back on ,wifi devices get disconnected all the time poor wifi range. only fix is to install a non vodafone router 

2nd High FEC Corrections and CRC errors on upstream causing sync to be below minimum guaranteed speed , the only fix is to installs a non vodafone router.

3rd Streaming / IPTV Buffering Problems Vodafone routing issue with your cw.net network , possible bandwidth throttling as report in your forum : no fix 

4th slow speeds particularly at peak times are wide spread across the vodafone network as report here by think broadband : no fix https://www.thinkbroadband.com/news/8288-peak-and-off-peak-performance-at-the-largest-uk-broadband-p...

5th how do customer claim compensation because of that faults that vodafone cant fix

View more options
9: Established

@Natasha...  Thanks for your reply.  

 

I won't be going along the private message route as I have already been there with nothing achieved.  The laboriously completed form was 'lost in transmission', seemingly because my cache needs clearing and/or my browser is defective.  

 

I have since initiated a complaint - currently in progress - about the unacceptable service arising from VF's substandard modems so I'll let that shake itself out and see where we end up

View more options
Moderator

Hi @gipjon all of the queries you gave examples of can be looked into by our Broadband Specialists. If you'd like us to look into this, we'd need to bring you away from the forum public view and possibly access your account. I've sent you a private message with details on how to get in touch. 

View more options
9: Established

It seems that looking into things behind private messages is easy.  It's finding solutions that seems to be the stumbling block.

View more options
13: Advanced Member

Hi @adam . My service is just fine in the day time with using a non vodafone router. My sync speed has stayed up and also my sync has stayed connected now for 10 days .i don't have any wifi issues any more as i don't use the vodafone router. I still have the cable link issue that's slows my connection down every night so I can't watch netflix . but i got very well compensated for that and for the router. The cable link issue should be fixed in around 6 to 12 months so that gives me plenty of time to be on the forums instead as i cant watch netflix at night time.

View more options
Moderator
Moderator

@HappyNomad Hi there, we're always more than happy to help try to diagnose any issues you have without going into account specific information. Sometimes from the enquiry, we know that we could be wasting the customers time by suggesting generic information and it'll be easier to get them into a private message, so our Broadband team can look in to these issues at an account level. If you've a complaint about the way any of your enquiries have been handled, please click on the link that TJ provided earlier on in this post. Joe

View more options
9: Established

@Joe wrote:

@HappyNomad Hi there, we're always more than happy to help try to diagnose any issues you have without going into account specific information. Sometimes from the enquiry, we know that we could be wasting the customers time by suggesting generic information and it'll be easier to get them into a private message, so our Broadband team can look in to these issues at an account level. If you've a complaint about the way any of your enquiries have been handled, please click on the link that TJ provided earlier on in this post. Joe


Thanks Joe.  I have a complaint in progress that is about the quality of service resulting from the modem supplied and the amount of wasted time spent in phone calls that achieved the square root of nothing at all.  Certainly I dont want to get into complaints about individuals or the way any enquiries have been handled.

 

Largely, I believe that the staff/moderators here and the tech people want to resolve our problems but I also believe that their hands are tied by the corporate line/scripts, the equipment supplied and external factors over which they have no direct control.

 

I have no complaint to date about the speed... just about the router (of which I have had two in as many months).   Binary, non account specific question for you...

 

Is it actually possible to fix the modem's well known and complained of WiFi dropout issue.  (Reducing connected wifi devices to two is not a fix ).

 

cheers.

View more options
Moderator
Moderator

@HappyNomad I know how these things can come across, especially when you're trying to diagnose an issue over the phone. Since starting support roles over 11 years ago, I've always tried to avoid scripts to resolve issue where possible. Sometimes they're there to prevent something being missed by the agent before the issue is escalated to a higher team. As I've said before, we're always here to help as much as we can. Joe

View more options
13: Advanced Member

sorry to say @joe 

but some of the tech staff don't know nothing at all. they dont even know what they are talking about themself

i got one the other weeks 

asked me to change wifi channel , i said i cant my wifi is turned off as i only use the ethernet , 

her reply was can you try splitting the Wi-Fi 

another one asked me to take off the master socket and plug your router into it , as a joke i said the 3 pin plug wont fit in the hole , bloke said , errrr you also need to plug the line filter into it , not got a clue 

you want to ring up your self @joe and ask how do i set up the fibre cabinet vodafone will ask you first can you take off the master socket and plug your router cable into it , thats how bad it is .

View more options
9: Established

@Joe wrote:

@HappyNomad I know how these things can come across, especially when you're trying to diagnose an issue over the phone. Since starting support roles over 11 years ago, I've always tried to avoid scripts to resolve issue where possible. Sometimes they're there to prevent something being missed by the agent before the issue is escalated to a higher team. As I've said before, we're always here to help as much as we can. Joe


Joe... I don't know if you do landline stuff as well... if not perhaps you can redirect for me...

 

My broadband went down today... phone went too... I could dial out but not in.  Allegedly a problem affecting copper wires at the at the exchange or some such but it was known about and being worked on.

 

 I was told by your helpline colleague that I had to move the router (from where it has always been with EE and latterly with VF for the three years I've lived here) to the master socket  (very elegant with an extension lead across the living room as no power socket nearby). That actually restored a broadband service (your colleague explained why it worked there but not three metres away in a the filtered socket it was always previously connected too).

 

I was still unable to dial in to my landline.  Wait twenty four hours and it will be sorted says he but later, out of frustration and a little curiosity, I dialled 17070 (outgoing calls still working) to find that my number has been changed... last digit only from 1 to 9.   Dialled my number with the 9 instead of 1 and sure enough... it works.

 

What on earth is VF about here...  I logged into my VF account and the number is changed there too.  Your help line colleague said he couldn't find my account from my telephone number but when he got into the account with postcode etc he didn't tell me the number had been changed.  Why might that be do we think.  My original number has been used for account access in each of the previous support calls without a problem.  

 

Frankly, I have had enough of VF.   I want my number back.

 

 

 

 

View more options
10: Established

I'm yet to actually see a moderator answer a question yet on this forums, all i've seen is we will send you a message privatly that directs you to tech support that also don't have any idea how to fix this problem -  most have not even used a computer before.

 

What I have seen is multiple people asking questions to why they cant watch iptv and every reply from moderators " oh that really is strange and should not be happening, i will be happy to fix it " and this is the 50th person asking then thats it... we hit that brick wall.

 

I hate being rude but we don't feel the moderators on here are techically trained other than copying and pasting the same thing over and over - a lot of customers are on here are at the edge of what do we do next to fix our problems.

 

What I suggest is vodafone scrub this 18 month contract so we can leave for a real internet company, you guys are at the moment in breach of supplying any kind of service for your customers and I strongly suggest moving back to doing just mobile phones because you sure as hell have no idea how to manage Home Broadband. 

View more options
Moderator
Moderator

@gipjon  We'll be more than happy to feedback on the agent. This really isn't the diagnosis or the support that we want you to have. Obviously on a public forum we can't ask for account specific information. If you please send us a private message we'll get this fed back. Joe

View more options
13: Advanced Member

where is vodafone support , what is vodafone doing to help its customers 

View more options
13: Advanced Member

removed 

View more options