Vodafone could/would not provide service

MBE001

I have been a customer of Vodafone for many years and arranged again to renew with Vodafone. Vodafone said it was renewed 27 July but we noticed the signal became non-existent in most of the rooms in the house and for most others the upload was 0.2 to 5 against approx 20 prior to the change. when I reported it and said how bad it was the technical person after a couple of conversations said because it was working within the immediate area close to (about 15 feet) the router, that was ok and he could do no more. I then requested whether I could upgrade to the option advertised by Vodafone where it was guaranteed with extenders to get a signal in every room. This was refused to me on the grounds I had not chosen this option at the time of renewal and therefore could not "upgrade" again for six months. As a result, the only choice I had was to cancel or just live with it (not possible); not a Vodafone problem. Really! In other words, no choice other than to cancel and go to another provider because the 14 days to cancel was about to run out, even though at that point Openreach had yet to do whatever they had been booked to do at the local box down the road. I immediately went to another provider who came back and said Vodafone had completely cancelled the phone line and switched off everything. It now appears that we have to wait for a new line to be made available - estimated three weeks and it will be a different number so everyone will need to be informed such as the hospital, consultants, GP and surgery.
So here I am 76 years of age, very hard of hearing in both ears, very much in need of a phone and cut off with NHS and other services such as the flood and emergency alert organisations with a non-existent number for contact. Seems very much that Vodafone are only interested in providing a service when no real effort is involved. I filled in their feedback survey which asked whether I wanted to be contacted but it would not except to do that unless I provided a telephone number (which they had cut off). I had already explained on their form about hearing difficulty and therefore need for email contact first but this company apparently either does not care or actually is trying to exclude disadvantaged people. Is this behaviour what customers can expect from Vodafone in their drive for profit over service? 

MBE001

Apologies date of 27 July should be 27 June

The_Unready

I don't understand how if you just renewed your existing service the broadband speed (which I presume is what you're talking about) can be substantially lower than it was before.

Have I read that right and, if so, have Vodafone offered any explanation for the difference ?

wongataa

Vodafone are not responsible for any Wi-FI issues you may be having.  As long as the connection speed at the router is fine then they won't do anything as they are not obliged to.

You need to connect to a router with a wire and see what the speeds are.  If they are fine then nothing is wrong with your internet connection and you need to work out why the Wi-Fi is suddenly not good.

Wi-Fi issues can be caused by interference from neighbour's Wi-Fi, the construction of the building, some device causing electrical interference in the frequency range of Wi-Fi.

If the Wi-Fi is poor and you can't use hardwired connections (which are more reliable) then providing your own solution is better than relying on ISP supplied kit as you can make sure what you get is suitable for your setup and you will definitely own it so it can be used whatever ISP you may switch to.