How do you get Vodafone to fix a landline fault

angelagenn

Hello
I am beyond frustrated. I have been trying to get Vodafone to fix my mother's  landline since December 28th. She is 88years old and living alone. Her telephone is her only way of contacting the outside world. Her phone line is so crackly that she cannot hear what people say to her. I am now phoning vodafone on a daily basis and get promised all sorts of actions which never actually happen. Has anyone out there got any advice because I am feeling so angry and frustrated.

JJ_Egan

Is she registered as vulnerable with Vodafone ??

Have you checked with another phone ??

Neil49

Social media is often quite effective in getting a response from these companies. 

If you have a twitter account I would start there. 

matelodave

Vodafone don't and can't do it themselves they don't own the infrastructure, they lease it from OpenReach who install and maintain the network that most providers use.
Vodafone therefore have to request OR to do the work and for OR to schedule the work so it's not everso easy to get stuff expedited

cattie

Matelodave is correct. When my landline developed a fault last year meaning I could neither make or recieve calls, I reported it to NowTv, but had to actually wait for OpenReach to come to repair the fault. It took about 9 days in all (and I'm classed as a vulnerable person), but to give NowTv their due, they gave me a months rental fee credit by way of compensation.

littleboo

It matters not who ultimately fixes the issue, the fact is that its Voda's problem to manage and resolve with their suppliers. Some ISP's choose a lower level of service from Openreach.

onomatopoeia99

littleboo said:

It matters not who ultimately fixes the issue, the fact is that its Voda's problem to manage and resolve with their suppliers. Some ISP's choose a lower level of service from Openreach.

This is clearly true, the ISP I use can generally get Openreach out next day in my experience and yet we have someone else on here saying it took nowTV 9 days to get them out.

Using a provider where an individual will take ownership of a problem is a big help, but you won't get that with a big name that people on moneysaving sites use.

Jenni_D

I imagine you must be with someone like Andrews & Arnold? Of course you (probably) pay quite a bit more for the privilege of having such good customer service - but that is absolutely your choice to make.

JJ_Egan

A&A or Zen for those that want top rated CS .

I find BT and Sky CS good .

onomatopoeia99

Jenni_D said:

I imagine you must be with someone like Andrews & Arnold? Of course you (probably) pay quite a bit more for the privilege of having such good customer service - but that is absolutely your choice to make.

That is exactly who I'm with, and have been with for nearly 18 years.  
Given how important internet access is in the 21st century, particularly in the last year, it's not something I'm prepared to put up with a bad service to save a few quid.