Vodafone Compensation What have others had in past.

ddonq1412

Back in May i had requested to move my home broadband to a new property. 7th of may my broadband was cut off was scheduled for the 10th of may  my moving out date. This was not a big concern as we were packing to worry about having no broadband. Got an email to say my new go live date at new property would be on the 17th of may.  on the 17th of May i got an engineer out to property he could not complete install as there was a tree in front of telephone pole. They contacted the DOE to get the tree cut it took 48 to get it removed. Engineer came back to house and said he had to rewire the cable from pole and he had tro drill a new hole in house to get the cable into the room. he would not go through the attic. so they have left a black cable running down the front of house. Was advised the install was complete and Vodafone had to activate me now. Next day still no broadband. Me and the wife had to return to our jobs after taking 10 days out for house move. We had to resort in Mobile Hotspoting and used over 80gb of data in the first week. Had to call Vodafone to get some data to keep working. They started giving me 50gb allowances that i was using up in the week. My partner was with o2 so when their allowance was up we could not ask for more data without paying for it. So we then had to start sharing the data connection and the speed was poor this went on for over 5  weeks. During that time Vodafone offered to send me out a mifi hotspot  with 50gb of data after several hours of complaints going through chat and telephone. It got tothe pooint i had a daily call from Vodafone to advise why the install was not completing today.

Long story short 
Broadband disconnect happened on the 7th of may.
4 engineer visists to get installed
over 25 hours spent with customer service. at least 18 hours was spent me chasing to them.
1 visit to Argos to get a mifi dongle as there postal would be 3-4 days with covid postal delays still happening. And Vodafone store too far away to drive to to make it before they shut.
90 mins in vodafone store to get a spare pay as you go sim to allow a secondary hotspot before i got the mifi dongle as my phone was not able to be left in house for my partner to work when i had to leave.
Broadband was installed on the 18 of june. after 8pm after another call to tech support to get router configured after the directors complaints office told me i was setup from about 2pm that day. 

Since we have been talking about compensation i have been told different numbers by different people in Vodafone. Was told directors complaint could offer me 100 and the broadband team would offer extra to the sum of 5 pound  a day i was not able to get broadband. They was then offered 70 and told was i agree to this that was all i would get broadband team dont do compensation. I have declined. I was advised if they could not setup me up with broadband before the 28of may that i could be released from all contracts with Vodafone now they changed that as my mobile phone contract is separate to broadband.  During theis time i was planning to move to Vodafone from a 2nd contract phone. seen a good deal for s21 and 100gb of data worked out at 37.80 since these issues have been going on vodafone changed the pricing structure and the 2nd contract went to 49 a month for same deal.  I decided to move my number across on a sim only plan the number transfer took place on Friday when i was away and i am still waiting on the sim card to arrive that meant i have to travel 45 minutes away to get a to store for them to get it sorted asap. 

Should this all be logged as 1 complaint or should i split the sim card issue from the broadband. the broadband issue had been dragged out for some time and they keep threating deadlock for me that once it goes that way there offer is off the table. If i was charging them my basic wage for the hours i have spent with customer service i would be around350 if not more.

What is everyone's opinion of this of there past experiences of similar issues.

PRAISETHESUN

I had issues getting connected to Vodafone when I moved into my previous house. It took them 6 weeks but after an engineer visit it was eventually sorted. They also stuffed up processing of my house move and were billing me for two connections for a while. They sorted the billing issues, gave me free mobile data for the time I had no connection (I did have to make a trip into town to grab a SIM as like you, there was a week's wait for a SIM to arrive in the mail otherwise) and they gave me £50 for my trouble. Because of their stuff up I actually ended up qualifying for a new customer incentive they were running at the time so I also got a little extra from that I wouldn't have otherwise gotten which helped to soften the blow a bit.

Every case is different though so one person's figure won't necessarily be a reflection of the compensation you are due. If you have evidence that you've incurred more costs than Vodafone are offering to pay then you should escalate your complaint, otherwise I'd accept what they are offering. If your phone service has been unaffected though then I don't think you'll have any right to get out of that contract as they are, quite rightly, separate contracts for separate services.