Vodafone Broadband - Not a good start

Legacy_user

I left talk talk due to their disingenuous behaviour and poor customer service.

I've moved to Vodafone and my broadband with them was supposed to go live yesterday. I'm still waiting. Talk talk disconnected me yesterday, and whilst my land-line is connected (which I will not use) my broadband is still not connected.

I rang Vodafone this morning and they claimed they were waiting for Bt to do some connection in the green telephone box round the corner. I don't know how truthful this is as I was on fibre with talk talk and am on the same with Vodafone.
It also seems odd that the land-line is working, but not the broadband.

I've been given no undertaking that we will be connected today and I still have no broadband.

Is it worth me making a formal complaint in writing and demanding some kind of redress from Vodafone? I'm having to use my4g data to get online because they have let me down.

JJ_Egan

Redress for what ??
You might get a couple of quid if you ask nicely rather than demand .

System

Because I have no broadband. Why should I ask - it's their failure and they haven't resolved it.

spyhunter

If Vodafone say they are awaiting BT (Openreach) to do some work in the street cab then it may be the cab is full and no room left for your connection.

Put your address in thie BT checker here https://www.dslchecker.bt.com/adsl/ADSLChecker.address

If it says "waiting list" next to VDSL/FTTC availability then you are in for a long wait to get connected.

System

But I was already on vdsl with talk talk so why would work be required?

spyhunter

GrrArrgh wrote: »

But I was already on vdsl with talk talk so why would work be required?

When you change providers you are disconnected from the existing port and moved to a new one.

No spare ports means no connection even if you already had VDSL. The same port is not used when you switch.

What did the checker say about availability at your address?

System

It just says available in availability date. Then a thing saying there is an open request due to complete on 8th November

JJ_Egan

GrrArrgh wrote: »

Because I have no broadband. Why should I ask - it's their failure and they haven't resolved it.

You might be offered £30 as that seems to be the industry standard if it lasts a week or more .

spyhunter

GrrArrgh wrote: »

It just says available in availability date. Then a thing saying there is an open request due to complete on 8th November

Thats a good sign as it shows there are spare ports.

The open request is your order. It will be in delay with Openreach and only Vodafone can contact Openreach to find out what the delay is.

System

Okay, thanks

System

Okay, so I still have no broadband - it's a problem with openreach and vodafone are waiting for them to deal with it.

I rang up and made my displeasure known and told them I am a hair's breadth from cancelling the contract. I was then given:

Unlimited 4g data on my Vodafone mobile contract until the issue is resolved
£50 credit on my account.

This means that when the issue is resolved, I will get free broadband for a month.

I am not happy, but this does show that if you do not ask, you do not get. Do not suffer in silence people - complain if the service you are getting is poor, especially if you are a new customer.