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  • FIRST POST
    • esuhl
    • By esuhl 4th Sep 17, 2:39 PM
    • 7,536Posts
    • 5,330Thanks
    esuhl
    Switch to Vodafone means 2 weeks without internet!!!
    • #1
    • 4th Sep 17, 2:39 PM
    Switch to Vodafone means 2 weeks without internet!!! 4th Sep 17 at 2:39 PM
    I'm currently with BT (phone) and Sky Broadband. I recently signed up for a phone/broadband deal with Vodafone.

    I got confirmation from Vodafone that my service will go live on 25th September. BT and Sky have confirmed that my service will end on the 13th September leaving me without phone or broadband for nearly two weeks!

    I've spent hours this morning phoning Vodafone who said they couldn't help and to phone Sky/BT. BT tell me they have the correct changeover date, but Sky say they will disconnect me early and can't change this.

    I've never lost internet access for more than a few hours when switching ISPs before. Is it normal for Vodafone to leave new customers without any service for a few weeks? This is crazy!

    I spoke to someone in the Vodafone complaints department who still couldn't quite grasp the problem. I eventually convinced him to get in touch with Sky and try to sort it out.

    So far I'm very unimpressed with their customer service. If it wasn't such a cheap deal I'd have cancelled already. But I'm definitely having second thoughts...

    Argh! Has anyone else had similar problems switching to Vodafone?
Page 1
    • iniltous
    • By iniltous 4th Sep 17, 7:31 PM
    • 1,311 Posts
    • 464 Thanks
    iniltous
    • #2
    • 4th Sep 17, 7:31 PM
    • #2
    • 4th Sep 17, 7:31 PM
    If you pay BT for line rental and Sky for broadband you must be a legacy Sky customer, because for the last few years at least , you can only have Sky broadband if you also take Sky line rental.
    Out of curiosity , dial 17070 from your landline ( before you get cut off) does it say 'Hi , I'm Zoe' or something like that, or does it say 'the number is defined as 01*********, BT line test services' ...if it's Zoe it's Sky line rental as well as Sky broadband.

    How did you deal with your migration to Vodafone ?, it's a 'gaining provider led' process, so you should only contact the new provider (Vodafone in you case) , normally your old service is effectively ceased by Openreach physically moving your exchange connection to the new providers equipment, done this way the downtime is usually minimal, and you get a 'sorry to see you go' letter from your old landline provider.
    If you have not used the correct migration process , but separately contacted Vodafone for 'new' service and you contacted BT/Sky yourself to cease your 'old' service, then there is no link between the cease orders and provide order and a period with no service is inevitable, so did you use the correct migration process ?
    Last edited by iniltous; 04-09-2017 at 7:39 PM.
    • esuhl
    • By esuhl 4th Sep 17, 7:59 PM
    • 7,536 Posts
    • 5,330 Thanks
    esuhl
    • #3
    • 4th Sep 17, 7:59 PM
    • #3
    • 4th Sep 17, 7:59 PM
    If you pay BT for line rental and Sky for broadband you must be a legacy Sky customer, because for the last few years at least , you can only have Sky broadband if you also take Sky line rental.
    Originally posted by iniltous
    I was with O2 when Sky took them over.

    Out of curiosity , dial 17070 from your landline ( before you get cut off) does it say 'Hi , I'm Zoe' or something like that, or does it say 'the number is defined as 01*********, BT line test services' ...if it's Zoe it's Sky line rental as well as Sky broadband.
    Originally posted by iniltous
    I'm on BT, so I get, "This circuit is defined as 01....."

    How did you deal with your migration to Vodafone ?, it's a 'gaining provider led' process, so you should only contact the new provider (Vodafone in you case) , normally your old service is effectively ceased by Openreach physically moving your exchange connection to the new providers equipment, done this way the downtime is usually minimal, and you get a 'sorry to see you go' letter from your old landline provider.
    If you have not used the correct migration process , but separately contacted Vodafone for 'new' service and you contacted BT/Sky yourself to cease your 'old' service, then there is no link between the cease orders and provide order and a period with no service is inevitable, so did you use the correct migration process ?
    Originally posted by iniltous
    I ordered online via the Vodafone website. They said I didn't need to contact my existing providers and that they would take care of it.
    • iniltous
    • By iniltous 4th Sep 17, 8:14 PM
    • 1,311 Posts
    • 464 Thanks
    iniltous
    • #4
    • 4th Sep 17, 8:14 PM
    • #4
    • 4th Sep 17, 8:14 PM
    Normally a migration takes 10 -14 days, so if you applied to Vodafone at the start of September , then 13th September seems to be in the ballpark, perhaps Vodaphone progressed your order with the usual lead time then realised they had a capacity problem that couldn't be resolved until 25th September , but instead of cancelling the whole shebang and starting again ( that may have involved them asking you to call back around the middle of September ) they are presumably not too bothered about you potentially having no service for a while.

    It may turn out be academic anyway, although Sky give you a date that service will cease, because these dates can slip anyway, you may find that Sky/BT service stays working until whatever date your connection is moved to Vodafone, obviously Sky/BT will charge you for those extra days you are connected to them ( Vodafone should only charge from the date you actually start with them) but that's not a guarantee , you may be left with no service for 2 weeks, so in the words of Dirty Harry, you've gotta ask yourself one question: "Do I feel lucky?" Well, do ya, punk?
    Last edited by iniltous; 04-09-2017 at 8:19 PM.
    • esuhl
    • By esuhl 4th Sep 17, 8:46 PM
    • 7,536 Posts
    • 5,330 Thanks
    esuhl
    • #5
    • 4th Sep 17, 8:46 PM
    • #5
    • 4th Sep 17, 8:46 PM
    Normally a migration takes 10 -14 days, so if you applied to Vodafone at the start of September , then 13th September seems to be in the ballpark, perhaps Vodaphone progressed your order with the usual lead time then realised they had a capacity problem that couldn't be resolved until 25th September , but instead of cancelling the whole shebang and starting again ( that may have involved them asking you to call back around the middle of September ) they are presumably not too bothered about you potentially having no service for a while.
    Originally posted by iniltous
    Hmmm... I applied on 27 August and they instantly gave a provisional date of 13th Sept. They quickly confirmed the date would be the 25th.

    It may turn out be academic anyway, although Sky give you a date that service will cease, because these dates can slip anyway, you may find that Sky/BT service stays working until whatever date your connection is moved to Vodafone, obviously Sky/BT will charge you for those extra days you are connected to them ( Vodafone should only charge from the date you actually start with them) but that's not a guarantee , you may be left with no service for 2 weeks, so in the words of Dirty Harry, you've gotta ask yourself one question: "Do I feel lucky?" Well, do ya, punk?
    Originally posted by iniltous
    That is very much the question. But I don't feel like it should be one I should have to ask. Vodafone should be taking care of this.

    I don't care when I change over, and I don't care about paying two providers for a month. I just want a (fairly) seamless internet connection. It's not a lot to ask. I don't mind if it drops for a day, but two weeks?!

    I'm not impressed with Vodafone's customer service. They should be taking a stronger lead in resolving this. Everyone I spoke to seemed to struggle to understand the problem. It's taken far too many phone calls.

    Their "callback" system didn't work (I picked up and it cut me off), and the voice-activated menu system is so tediously time-consuming that it takes at least ten minutes before you can be put in an even longer queue to speak to a human.

    Anyway. I await their response. Hopefully they can fill me with confidence and everything will be all right on the night.
    Last edited by esuhl; 04-09-2017 at 8:50 PM.
    • macman
    • By macman 5th Sep 17, 1:41 PM
    • 41,290 Posts
    • 16,955 Thanks
    macman
    • #6
    • 5th Sep 17, 1:41 PM
    • #6
    • 5th Sep 17, 1:41 PM
    It'll be good practice for what you can expect from Voda CS once you do switch. It's cheap for a reason.
    But I don't see how this is really Voda's fault; asking them to manage a switch from two separate providers simultaneously was always going to end in tears.
    No free lunch, and no free laptop
  • Vodafone
    • #7
    • 5th Sep 17, 1:58 PM
    • #7
    • 5th Sep 17, 1:58 PM
    Hi esuhl,

    I'm sorry to hear that you're not having the best of experiences with us at the moment.

    If you still need help with this, email us via the form here.

    To access the form you'll need to enter the code EFT195.

    As well as stating your query in the question box, please also quote "MSE Forum".

    Once sent, you'll receive an automated reply with a reference number. Post it on here and I'll check we've received it.

    Kind regards,

    Lee

    Vodafone Social Media
    Official Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • esuhl
    • By esuhl 5th Sep 17, 6:38 PM
    • 7,536 Posts
    • 5,330 Thanks
    esuhl
    • #8
    • 5th Sep 17, 6:38 PM
    • #8
    • 5th Sep 17, 6:38 PM
    Thanks, Lee. The person I spoke to in the Complaints department said they would look into this and get back to me within a few days, so I'm currently awaiting a reply.

    It was frustrating speaking to the various people in Customer Services. They ALL seemed to think I was unhappy with the switchover date, despite REPEATEDLY saying that I don't care about that and just don't want to be left without internet access for two weeks. No one I spoke to really wanted to take ownership of the problem.

    I also found the phone menu system to be infuriating. The voice-recognition didn't work well, and there were far too many steps to get through to a real person. The callback service rang my phone, but cut me off as soon as I answered.

    I've used Vodafone mobile, and have always been impressed with the Customer Service staff and the service in general. So I hope I've just been "unlucky" in my experience so far with the broadband/landline side of things.

    It's a simple problem. I hope it can be resolved. I'll let you all know when I hear back.
    • esuhl
    • By esuhl 5th Sep 17, 6:40 PM
    • 7,536 Posts
    • 5,330 Thanks
    esuhl
    • #9
    • 5th Sep 17, 6:40 PM
    • #9
    • 5th Sep 17, 6:40 PM
    But I don't see how this is really Voda's fault; asking them to manage a switch from two separate providers simultaneously was always going to end in tears.
    Originally posted by macman
    But... This is what they said they'd do!? Surely it's not unusual to have separate landline and broadband providers? It's not rocket science!
  • Vodafone
    Hi esuhl,

    Thanks for the update.

    I appreciate that your experience has been frustrating.

    Hopefully a resolution can be reached soon.

    Kind regards,

    Lee

    Vodafone Social Media
    Official Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • esuhl
    • By esuhl 8th Sep 17, 3:27 PM
    • 7,536 Posts
    • 5,330 Thanks
    esuhl
    I appreciate that your experience has been frustrating.
    Originally posted by Vodafone
    It's getting increasingly frustrating. Even after raising a complaint, I have heard NOTHING further from Vodafone. There are only a few days left before the changeover is due.

    The only solution I can see at this stage is to cancel the order with Vodafone and warn all my friends and family to avoid them.

    What a waste of time.
    • esuhl
    • By esuhl 8th Sep 17, 3:38 PM
    • 7,536 Posts
    • 5,330 Thanks
    esuhl
    We'll keep you up-to-date throughout the process of resolving your complaint:
    • A member of our dedicated complaints team will call you within 48 hours with a resolution
    https://www.vodafone.co.uk/vodafone-uk/complaints/
    • esuhl
    • By esuhl 8th Sep 17, 4:15 PM
    • 7,536 Posts
    • 5,330 Thanks
    esuhl
    I called complaints again. My account is inactive and there's no record of my raising any kind of complaint (WTF?!)

    I was then put through to a strange menu: "Press 1 for Crystal; 2 for Siebel". (Huh?) before being transferred to the Business Porting Team who couldn't help as I don't have a business account.

    They then put me through to someone ELSE in the Business Porting Team. Who again (unsurprisingly) couldn't help.

    I then spoke to someone in the Personal Porting Team... who said that they only deal with mobile phone transfers.

    Finally I got through to the right department and, after repeatedly explaining the (tediously simple) issue until it was understood, I now need to wait until Monday to see if the cancellation date can be changed.

    I'll call back on Monday to see if my complaint about the complaint has disappeared into another black hole.
    • lee111s
    • By lee111s 9th Sep 17, 12:24 AM
    • 2,846 Posts
    • 1,936 Thanks
    lee111s
    As you can see, the grass isn't always greener
    • esuhl
    • By esuhl 11th Sep 17, 3:52 PM
    • 7,536 Posts
    • 5,330 Thanks
    esuhl
    Vodafone have failed to contact me AGAIN.

    I will raise a complaint about the complaint I made about a complaint about the issue I was having which is unresolved.

    Use Vodafone at your peril, people. You have been warned!
    • esuhl
    • By esuhl 11th Sep 17, 7:03 PM
    • 7,536 Posts
    • 5,330 Thanks
    esuhl
    Oh god. Even with a COM reference number they couldn't find a record of my multiple complaints. Eventually they found a log, which confirms that they can't contact Sky "because of the Data Protection Act" (don't laugh) and that I will be without internet access for two weeks.

    They weren't going to tell me. They were just going to let me be cut off. On what planet does that count as acceptable customer service? After I've raised three complaints!!!

    Anyway, it's taken OVER TWO HOURS on the phone and I still haven't got through to anyone who can help.

    I give up.

    I've cancelled the direct debit, and got BT/Sky to retain the line.
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