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London Underground Wifi discontinued

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2: Seeker

I've called vodafone 6 times over the last week about this. I've been told the issue has been escalated, been promised call backs and overall had terrible customer service.

 

I upgraded my contract a week ago to a new tarif and since doing this I have lost access to the London Underground wifi (provided by virgin media). My credentials work but I get an error saying I'm a prepay customer ....

 

We've tried changing my username, changing my password & then creating a whole new account. None of these have fixed the issue. Having called this morning for the 7th time I have been told that the virgin media wifi has been discontinued and as soon as anyone upgrades to a new contract this perk will be removed (without any kind of notice) from the account.

 

Is anyone able to confirm this? The vodafone website still lists the wifi and I still meet the criteria to benefit from it. I'm still in my 30 day cooling off period so I'm looking for an alternative and plan to cancel the contract in a couple of days if this isn't resolved. 

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Moderator

Hi all, as @Colleen has advised we can confirm that London Underground WiFi will be staying.

There's been a recent internal communication to help and avoid any further confusion in the future across all of our sites and departments.

Should anyone need assistance in accessing this service, please try our troubleshooting steps.

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47 REPLIES
Administrator

@jonstah We passed your query to our specialist team and they've advised there's no reason why the London Underground WiFi wouldn't be working that they're aware of. 

You should connect automatically to the service. 

What plan are you currently on? 

You can find further information on the London Underground WiFi here.

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13: Advanced Member

The instructions referred to don't work.  There is another recent thread about this - have a look at:

https://forum.vodafone.co.uk/t5/Pay-monthly/I-changed-my-phone-and-the-new-one-can-t-connect-to-the/...

give it a try that way and see how you get on.

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13: Advanced Member

The instructions referred to don't work - The WiFi network on the Underground is VodafoneWiFi

There is a recent thread on this:

 

https://forum.vodafone.co.uk/t5/Pay-monthly/I-changed-my-phone-and-the-new-one-can-t-connect-to-the/...

 

Try the method shown there and see how you get on.

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3: Seeker

TimGriff6 - did you try this, and did anything work?  I now have the same issue having renewed my contract recently.

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13: Advanced Member

Yes, but I did it some time ago when I changed my phone and SIM - I tried many different variations before hitting one that worked and I can't remember the full sequence of what I tried and which variations didn't work.  I was connected and it is still working as of today.

One key issue as far as I can tell is that the Vodafone instructions tell you that you can connect to Virgin WiFi but my phone is most definitely connected to VodafoneWiFi.  A second one is that the phone WiFi settings need to be cleared with Vodafone and Virgin 'forgotten' and the third one is that if the Wifi settings open the browser, the sign on page is dodgy for some reason.  If you have a browser page open before the WiFi connects, it seems to work (better).

I have an HTC phone and Iphones and Samsung phones work a bit differently but I think that the principles above still hold.

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3: Seeker

Thank you - Vodafone Live Chat have been totally useless - so much so I'm considering making a complaint!  Their response was, that as of this year all new contracts have had wifi access removed (I assume this refers to the BT wifi minutes I had on my old contract).  The Live chat person just couldn't understand that I wasn't specifically talking about BT wifi, but a different service.

 

I'll try and see how I get on, thanks again!

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17: Community Champion

I've had it confirmed to me that Vodafone WiFi on the London Underground hasn't been stopped for new contracts. It should work and if it doesn't you'll have to find someone in customer services that understands the issue and can assist you with a fix.

Jeffkinn_Sig.png

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2: Seeker

None of the above works. After a couple more calls with Vodafone they seem to think that this is becuase I have the S9+ on pre-release and they hadn't released the ARP settings yet. Was asked to wait until the end of this week and to try again then, not holding out much hope as I had the same errors on my S6 edge before upgrading.

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3: Seeker

Hi - so I tried to connect to VodafoneWiFi last night, on my way home.  Firstly, I noticed that VodafoneWiFi is secured, whereas the ordinary Virgin WiFi is open.  I tried the normal way, connecting the open network first (and got the first image below).  I tried a number of times to connect to VodafoneWiFi but it would connect.  I opened up the advanced settings and, it seems to want me to choose an EAP method (PEAP, TLS, TTLS, PWD, SIM, AKA, AKA' or FAST - see two other images below)  Any ideas anyone?

 

Thanks,

Ant

 

20180321_101756.jpg20180321_101810.jpg20180321_101821.jpg

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Moderator

@brandnewant We do still offer a WiFi service to our customers whilst using the London Underground service. I'm sorry to hear the Live Chat adviser you spoke to was unable to help you with this. 

If you're still unable to connect, check out the advice in our help guide.

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2: Seeker

Hey Mark,

 

I just got off the phone with customer support and they escalted the issue to their manager - They did confirm to me that Vodafone are no longer offering the Virgin Media London Underground wifi on new contracts; if you currently have it your access will be removed when you next upgrade your contract. 

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3: Seeker

Hi Mark,

Thanks for your reply, but the help guide was no help.  I follow the instructions and get the first image attached to my previous message.  This was working fine before I upgraded to a new 12-month SIM only plan.  What should I do?

Ant

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17: Community Champion

@jonstahwrote:

They did confirm to me that Vodafone are no longer offering the Virgin Media London Underground wifi on new contracts; if you currently have it your access will be removed when you next upgrade your contract. 


Are you referring to the original conversation where you were told that this service has been withdrawn, or was this said to you more recently in your latest phone call?

Jeffkinn_Sig.png

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3: Seeker

@jeffkinnwrote:

@jonstah

Are you referring to the original conversation where you were told that this service has been withdrawn, or was this said to you more recently in your latest phone call?


FYI, Vodafone Customer Services are telling people this is no longer included.  See my chat transcript from a conversation yesterday below.  Whilst I don't think this is correct, the difference between BT WiFi and WiFi on London Underground needs to be explained to someone...

 

VodafoneChat.PNG

 

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2: Seeker

This was re-confirmed to me today by a senior rep. No virgin media wifi on all new contracts.

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13: Advanced Member

That is going to lose a lot of customers.  I will have to make sure that my BT account still works through the VF SIM before I go onto a new contract, otherwise it's going to be BT or O2 for me.

(I'm assuming that you mean no more VodafoneWiFi though)

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Moderator

@jonstah @brandnewant - Thanks for flagging this to us! We’ve fed it back and have received confirmation that agents will be briefed, that we’re still offering the London Underground Wi-Fi.

This has been confirmed by the Product Manager.

If you’re still facing issues connecting, please change your authentication to EAP SIM (it may show as EAP Method as you’ve posted above).

Please let us know if it works.

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3: Seeker

Thanks Gemma - that definitely worked for me 

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3: Seeker

Not sure how to enable those settings on my phone. Just had a chat with Customer services  they told me no one is able to access London underground WiFi  . Bit annoyed with Vodafone service as I was chasing them for over 2 weeks now. Getting my PAC code generated. Bye bye Vodafone. 

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