Vodafone landline down for month with woman with heart condition and they do nothing.

hubb

I am writing on behalf of my 73 year old mother who lives alone with a heart condition. She signed up for the phone and broadband deal a few months ago. Around a month ago her landline went dead. She reported it. Vodafone said they were sending a BT engineer round next day. She waited and nobody came. After calling Vodaphone again she was told the engineer had been up a pole near her house. She spoke to more customer service people who both told her time slots for an engineer and both occasions nobody turned up. After complaining to the head of Vodaphone they sent her a pay as you go mobile (no credit) which she cannot use as she has no understanding of new 4G mobiles.

Even now she is being fobbed off with standard pre-written emails with jargon that goes over her head. I am genuinely concerned for her health as she is so stressed and without means for calling help on her landline. She is also paying full price for half a service.

I would appreciate the best advice possible, bearing in mind I am not the customer and have limited power. I just want the clowns to sort it.

JJ_Egan

So they knew that she had problems ??before this incident .


She should phone ask for complaints with you by her side . Ask for you to take over the complaint .


So far your post gives no indication of where the problem may be .Usually the ISP will at least give an indication .
Open Reach enginneer may well have worked up the pole or at the cabinet .


What does this so called Jargon actually say ??



Full price half a service which half works ?? Just the broadband .

cracklingrose

Hi JJ I am the mum and this is the message they have sent me again a couple ofAs stated previously without passing data protection the complaint can't be discussed. We have a legal obligation to comply with GDPR and can not discuss specific details without verifying the account security.

We have provided you with a new phone as a point of contact whilst your landline isn't working. Please can you provide me with a time when I can contact you via phone.

If you have any further questions, please call us on 08080 045 200 (standard call charges apply). We're available every day between 8am and 9pm and one of our case handlers will be ready to work through the issue with you. You can also email us about this case.

Just to note, you'll need to let us know your unique reference number 478631 before we'll be able to talk to you about your case.

Yours sincerely

Lauren Trigg
Customer Relations
Vodafone Limited
Tel: 08080 045 200
Email: directorsoffice@care.vodafone.co.uk

NOTE: Please do not edit the subject line when replying to this email.

hours ago. I havent a clue how to use the phone, my landline was my lifeline and they took it away from me without explanation or apology 4 weeks ago. I am desperate to get it back up and running and would not ever ever recommend Vodafone to anyone, they absolutely dont care at all. Yes they sent me a phone, but I cant use it, I havent a clue how it works. Im not of that generation, I need my landline back. I always was under the impression that a landline was the property of the houseowner more than some broadband provider. It cant have been theirs to take like that surely.

MovingForwards

Edit your post to remove the reference number as this is an open forum!

Norman_Castle

cracklingrose wrote: »

Just to note, you'll need to let us know your unique reference number xxxxxxx before we'll be able to talk to you about your case.

Click the blue edit button on the bottom of your post to remove the reference number.


Slightly odd that broadband is working but the phone isn't. I've got an older mobile but when I use friends newer phones I'm lost. Do you have a neighbor who can show you how to use the phone. 0808 numbers are free from all phones. Can you contact them from a neighbours phone?
If they arrange another visit ask if the openreach engineer can come to your home to check whatever they have done has actually solved the problem.

hubb

MovingForwards wrote: »

Edit your post to remove the reference number as this is an open forum!

I cant edit it as it wasnt written by me. Why is this number being visible a problem ?

DCFC79

hubb wrote: »

I cant edit it as it wasnt written by me. Why is this number being visible a problem ?

MovingForwards was refering to Cracklingrose.

Cant answer your question.

Norman_Castle

hubb wrote: »

I cant edit it as it wasnt written by me. Why is this number being visible a problem ?

Data protection. I wouldn't be overly concerned but removing it would be best.

victor2

Hi cracklingrose,

As suggested above, edit your post to remove your reference number.

Sort out with your son/daughter how to charge the phone you've been given and answer a call on it.

Then reply to the email and give them a time slot when you will be available to take a call. If you can have your son/daughter with you at that time then all the better. You can give Vodafone permission for somebody to handle your account on your behalf. It may need to be done in writing, but maybe an email will be sufficient.

If you're happy to handle the situaton by email, then you will at least have a written copy of the discussion. That of course takes longer, but anything said over the phone can be subject to misinterpretation and lack any proof of what was said.

elsien

I'm struggling to see why you are unable to use a mobile when all you have to do is put the numbers in the same as with any phone. Many people your age and older use mobiles with no problem.
That doesn't excuse vodafones customer service but if being without a phone is so stressful then learning to use the mobile would be the obvious answer.

onomatopoeia99

elsien wrote: »

I'm struggling to see why you are unable to use a mobile when all you have to do is put the numbers in the same as with any phone. Many people your age and older use mobiles with no problem.

My father, age 84, for one.