Vodafone - What did I do in this life to have to deal with them?

matty17r

Vodafone wrote: »

Hi michael1234,

I've just checked your email reference number and can see that one of my colleagues replied on 15 January. Please accept my apologies for the delay with us getting back to you.

If you need any further help, let us know.

matty17r, I'm sorry to hear that your experience hasn't been good so far.

If you still some help, email us via the contact details provided in post 6 above.

Kind regards,

Lee

Vodafone Social Media

Too little, too late. We have moved back to our old provider tonight. Have been without internet for 15 days. Our live date was supposed to be 2nd January.

michael1234

Sorry to hear that Matty unless they can connect you up ASAP.

I've finally been connected (service lost on Dec 28) but still have no clue as to what happened. Did the openreach engineer make a mistake and connect me into the wrong port at the cabinet or the exchange? I just don't know.

I don't understand the "I should know better" comment though. I know very little about the marketplace but do understand that a bit is a bit, a byte is a byte so why not get the best value provider? Would I have been better off with another ISP? They all rely on BTOpenreach so I'm not so sure.

One thing I do know, is that if I made a mistake at work, I would feel like rectifying it as soon as possible and definitely by the next day. I couldn't imagine making a customer wait for weeks due to my error (well, I'd be sacked if I did).

Anyway, I in the end I bought an "unlimited" (i.e. 9GB) 3g/4g/ data allowance from Giffgaff for £20, a 30GB hotspot from Three for £25, a mifi device from Ebay for £30 and an Areal for £10 from Amazon. With that lot setup internet wasn't too bad but the 30GB per month meant no video. According to https://www.moneysavingexpert.com/news/broadband/2017/11/most-broadband-and-landline-users-to-get-automatic-compensation-from-2019 I would in the future get £5 per day compensation which would pay for those costs but definitely not anywhere close for the inconvenience. However, it seems that even though most of the big players have joined the scheme Vodafone has not (so maybe it is "cheap and nasty" ?). We shall see what they offer.... (presumably nothing unless I ask)

HighamKneeDee

Sorry you are having problems.

I had no end of problems with Vodafone, left one year ago and will never go back. Email the CEO, here, let him feel some of your pain. Tell him the complaint and order references you have and let him make the relevant enquiries

nick.jeffery@vodafone.com

https://uk.linkedin.com/in/nick-jeffery-ba05b72

http://www.thisismoney.co.uk/money/bills/article-4445214/What-really-caused-customer-service-meltdown-Vodafone.html

https://www.ft.com/content/56ea88ae-54ea-11e7-80b6-9bfa4c1f83d2

That said twitter is full of complaints, the theme I am getting is that he does not respond.

Be factual but email him, Ofcom, post on here, twatter and facebook. At least let everybody else know the pain you are feeling. Perhaps they will only act when they start to feel it in their pockets.

Good luck.
Dennis

onomatopoeia99

michael1234 wrote: »

I don't understand the "I should know better" comment though. I know very little about the marketplace but do understand that a bit is a bit, a byte is a byte so why not get the best value provider? Would I have been better off with another ISP? They all rely on BTOpenreach so I'm not so sure.

They (almost) all rely on Openreach / BT Wholesale for backhaul, but that's a small part of the total business of being an ISP, they aren't all white label / resellers. Their own servers, their external links, their connections to BT20CN and BT21CN are all under the ISPs control,

A different ISP might have staff that will take ownership of a problem, that won't read from a script but are in fact experienced in IP and networking, that will correctly book appointments for Openreach to attend in a timely manner (I've never had to wait more than 48h, usually next day) etc etc.

Taking an "they're all the same, it's just the price that matters" approach misunderstands what's going on. It's not like buying mains gas at all, though many treat it as such.

GlennTheBaker

I signed up for Vodafone fibre broadband at £20 a month for 18 months on 30th December 2017 with a go live date of 15th January 2018. It got to 12th January and I'd heard nothing so did a live chat to be advised my order had been cancelled accidentally but that it would be reinstated. By today I'd still heard nothing so did another live chat but the agent couldn't tell me anything and suggested I call Customer Service. I just asked for my order to be cancelled as Vodafone clearly don't want my business.

GlennTheBaker

GlennTheBaker wrote: »

I signed up for Vodafone fibre broadband at £20 a month for 18 months on 30th December 2017 with a go live date of 15th January 2018. It got to 12th January and I'd heard nothing so did a live chat to be advised my order had been cancelled accidentally but that it would be reinstated. By today I'd still heard nothing so did another live chat but the agent couldn't tell me anything and suggested I call Customer Service. I just asked for my order to be cancelled as Vodafone clearly don't want my business.

Having spoken to Customer Services today, they advise me the reason the original order was cancelled was because they couldn't port my landline number. If only they had contacted me I would have explained this was not a problem as I don't use it anyway. The window to leave EE penalty free has now passed so there is nothing I can do but see out my EE contract.