Anyone using Vodafone fibre broadband?

Harald

Now everything is perfectly clear.
Today is my connection day. As it turns out it's also my order cancelling day.
They asked me to connect their router which has not been delivered.
Now they telling me I have to wait for new delivery, god know how long. Without internet.

I asked them to provide VDSL username and password to use current equipment. The answer was NO. Because they don't support 3rd party equipment. I didn't asked for support, I asked for password. No. They don't provide password. Everyone have to use their routers.

So.. will have to live for a while without internet. Until Plusnet connect the line - I'm placing an order right now.

I must say - every single opinion about horrible Vodafone service is extremely well deserved.
It was my very last attempt to become Vodafone customer.

Harald

Vodafone broadband – you have been warned.
I was among users being tempted by new Vodafone fibre broadband offer with line rental included (advertised as “no line rental anymore” which is just untrue).

Pls see original thread here:
https://forums.moneysavingexpert.com/discussion/5507626



Ordered Unlimited Fibre 76. Initially everything looked just fine. But it was only red herring.
First available installation day was 3 weeks from order date, Tuesday. Received all papers/e-mails with information. Last letter received 5 days ahead of installation was saying I’ll receive all installation details together with router. When router was still not delivered on Saturday, I started worrying. It was not delivered on Monday as well, so I already knew what is coming.
All my previous ISP was delivering router well ahead of installation, 7 days ahead usually.
Not this time.


BT disconnected my line with minute precision. “Ok, let’s wait until end of the day” I thought.
Unfortunately when 4pm router was still not delivered decided to call Customer services. It was already 40 minutes wait time – splendid. Was told they will have to send me another router, which obviously will take couple days to deliver. Splendid. Asked them for a username/password for the broadband so I can use my existing equipment in the meantime. Answer was NO. Because NO.
Company policy. Go away. Even when I mentioned I’m not asking for the password, I’m giving them chance to fix the problem. Again – answer was NO.
Next day visited Vodafone store, staff was very helpful but they were able to do absolutely nothing once they spotted mess in the system. And as they have no special line for consultants, after only 45 minutes of waiting they reached customers services which told them I have to wait for delivery.

Long story short: finally working but horrible mess in the system has put me off, will make use of cooling off period and will port it to Plusnet.

Vodafone as a company is totally not prepared to provide broadband services. Don’t know who advised them that mobile network system is good to manage broadband provider clients. It’s just not working.

1. After call to customer services they send texts-based customer survey. From number working only on Vodafone mobiles.
2. I can’t access my self-care web account. Vodafone has compulsory 2-factor authentication with codes sent by texts. Having broadband there is only your landline number in the system. Of course you can add your mobile – once you can logon. But you can’t.
Of course Vodafone can send you text to landline using fancy BT text-to-speech service. Problem is, it takes up to 30 minutes to deliver. Code is valid for 20 minutes only. And login page will expire after 10 minutes. Refresh will send another text and so on.. Useless
3. Once you plug in new router, it connects but shows “almost done, please wait, you don’t have to do anything, just wait”. It’s not true, mode has to be provisioned and another call is required – which means another hour (more like two) is wasted
4. Talking about wasting time – yesterday it took only 1 hour 40 minutes to get through to customer services.
5. As it was already mentioned, Vodafone is not allowing users to use own routers. You’re stuck with their Huawei router. It’s not too bad for now, but if you want something more modern, 802.11ac you’re stuck with fiddling with DMZ configuration and double NAT which totally sucks. And also remote update (which I just seen yesterday) wipes your settings – it will make your network useless.


If being a new customer in relatively early period of their broadband service I’m being treated like that, I just don’t want to wait any longer. With the cooling off period finished I would be stuck with them for length of the contracts.
Their service is well below any standards and for me is totally unacceptable. No wonder they have such poor score in OFCOM customer score.

Already ordered another broadband, will be ported out in 2 weeks. Can’t wait.

harishsun

I faced a SIMILAR issue, Vodafone looks to be a BIG JOKE. The difference in the issue i faced is that, i got the ROUTER since i applied from high street, and waited for 3 weeks for the connection date. I also received the email and messaged from Vodafone that i should be getting the connection on 28th September 2016 but DID NOT. So kept calling vodafone for 6 days, tweeted NO USE. They didnt even give me a complaint number. So finally lost all my energy and patience, had to cancel it. Now fighting with them to get the REFUND since my line dint even GO LIVE. Worst service i faced ever. Now i really dont know when i will be getting my REFUND .:mad::mad::mad:

forgotmyname

I was tempted by the £28 all in deal and switched. Router arrived with instructions to plug it in before 8am on the day of the switch.

I plugged it in about 2am and it was live by 8am. Its not as fast as my previous Plusnet connection though. Even though they said they put 2 pipes into the exchange and it should be faster.

So other than a slight speed drop the BB has been fine so far..

BUT... always a BUT.. isnt there... Without telling me they gave me a new phone number. Luckily i spotted that very quickly and they had it back within 24 hours. I also have to phone them to get the caller ID enabled.

So not all plain sailing and i have not received this months bill yet..

I know the free line rental is not exactly true its just included in the BB price, is there another issue with that comment?

Steveseven

Sad to hear these stories, as on the face of it, Vodafone should be a great deal.
I applied online, got a letter of BT confirming my leaving ect ect..

No router arrived, I applied 3 times, countless calls to customer service and live chats, that was in August, and I still have not moved.
They truly are out of their depth on this, Im not sure if they are cherry picking customers or are just incompetent.

Try getting anyone to email you, nope its impossible, the twitter help line is v.poor too.

forgotmyname

My switch went OK except for the change of number, but i have a thread going in the tech section regarding slower speeds than i had with Plusnet and also getting corrupt files.

Catman7

Anybody on Vodafone fibre broadband got anything good to say about it read a lot of negativity about it so far

forgotmyname

Me, i switched from Plusnet and im wishing i had not.

When enquiring they said they put 2 pipes into the exhange where others only put 1 so it should be faster. I was not expecting it to be faster but i was not expecting it to be slower either.

And it is slower.

Plus they lost my number which luckily got sorted within 24 hours.

Compare the speedtests...






Also have issues with some websites, i went to download a download manager
and it wouldnt let me. I contacted them and they said the blocking was disabled
but they must have done something because it started working after the call.

kah22

Catman7 wrote: »

Anybody on Vodafone fibre broadband got anything good to say about it read a lot of negativity about it so far

Im looking at switching to a Vodafone fibre package later this week and will be interested to here other views. Here's where I'm at

I was looking at one of Vodafone's line free rental deals, a fibre package at £22 a month for existing mobile customers.

I'm migrating from a basic Talk Talk broadband packageand I need to be rid of them by 23 of this month so I am in a bit of a rush but after the hassle I've had with TT I'm weary of all providers!

Here's what I'm wondering, Mobile wise I'm on a PAYG deal with Tesco, it more than suits my purpose, but if I were to buy a Vodafone PAYG SIM card, put it in my current phone and activate it would that make me an existing customer?

I'm also wondering if I were to do that would Vodafone lock my phone to their network?

Many thanks

forgotmyname

Vodafone wont lock your phone to its network if your phones unlocked, Iphones maybe different??

If they do lock it then get a cheap cheapy phone and pop the voda sim in it and just use it enough to keep the account active.

Still getting corrupt downloads though.