Vodafone / Openreach fault for several months

mrkds

Hi. I am having a fustrating time bashing my head against the brick wall that is Vodafone technical support. 

I've had an ongoing issue with my broadband since Dec last year. There's been a fault on the Openreach network in my area which keeps coming up everytime I run the  Vodafone broadband service checker or the service test. The fault is intermittent. Most days it works fine but there are days it cuts out so often it's unusable. 

I've tried calling Vodafone technical support for an update several times, but they just keep saying the same thing. " there a fault in your local area, Openreach will resolve it soon". They never tell me what "soon" means. I ask them to contact Openreach for an update but they say they are unable to contact Openreach, which seems totally absurd to me.   Pointing out the fault has been live for over 6 months doesnt phase them at all. I would expect there to be some time limit for a fault to be ongoing before some sort of escalation happens. Whenever I ask to speak to a manager I get told there's no one available.

My question is, how can i get Vodafone to contact Openreach and get them to at least explain what's going on? Is there a magic keyword i need to unlock them into doing something helpful? 

I would appreciate any wisdom from this forum! 

QrizB

mrkds said:

My question is, how can i get Vodafone to contact Openreach and get them to at least explain what's going on? Is there a magic keyword i need to unlock them into doing something helpful? 

Welcome to Vodafone's "customer service", well known for being a bit rubbish.

The magic word is "complaint". Scroll down this page until you get to the bit about how to complain.

https://www.vodafone.co.uk/help-and-information/complaints

mrkds

Thanks. I was holding back down the complaint route as all i wanted was information, but I guess that's the only way to make them budge.