Vodafone lack of support

Gobsh

For your information 

I just contacted Vodafone about a recent problem with my WiFi dropping out. I asked for technical help. It was working fine for two years. Asked if I could try a new router maybe it has developed a fault. (Sky did this for me once) . 

Vodafone Agent referred me for an upgraded service??? They

wouldn't help me with my problem Obviously just sales staff and not technical. 

An upgrade is not nessessarily going to solve a WiFi dropping out. 

Be careful with Vodafone. No support

I'm going back to Sky

d123

I’ve been with Vodafone for a few years now, with an upgrade from FTTC to FTTP in the middle and have always found their tech support to be pretty good.

35har1old

Gobsh said:

For your information 

I just contacted Vodafone about a recent problem with my WiFi dropping out. I asked for technical help. It was working fine for two years. Asked if I could try a new router maybe it has developed a fault. (Sky did this for me once) . 

Vodafone Agent referred me for an upgraded service??? They

wouldn't help me with my problem Obviously just sales staff and not technical. 

An upgrade is not nessessarily going to solve a WiFi dropping out. 

Be careful with Vodafone. No support

I'm going back to Sky

So current tv add doesn't live upto the claim ( Just ask once)
It goes if you contact them via the app that will see one person deal with a customer query from start to finish until it's sorted

norricorp

I had the same experience. Broadband very intermittent. Contacted support and all she wanted to do was upsell. I asked if the new service was for 24/7 internet and what my current service was. That also was 24/7. 
Just awful support but to be fair they are relying on Cityfibre for the underlying service and I get the impression they are struggling.

loops298

I have recently joined Vodafone on a full fibre contract with a landline (in a rubbish mobile area). The broadband is fine but the landline cuts me off everytime at 29m28s. That suggests a timer issue somewhere as it is alway the same so cannot be a coincidence
So far I have found the customer service less than acceptable. A search on the Internet indicates it's a known issue, but they don't seem to be able to fix it.
I have one agent that calls at an arranged time, but I seem to be in a loop with the same response everytime I speak to them, "it's with 3rd line and will be fixed in 24hrs". Last time I spoke to them I advised that if it wasn't sorted by the next call (24hrs later) I would be raising a complaint call. Since then it has been silent, no calls (including the scheduled one), no updates. Needless to say, the complaint call has been raised, but I still have the problem. 
So as for Vodafone, having been with them for just over 3 weeks, I am less than impressed with their service and am hugely regretting changing to them, a situation I was forced into as Plusnet are removing their landline option. 

john1

Apparently  phone time out is similar to a Reddit forum but on mobile network three years ago see https://www.reddit.com/r/Vodafone/comments/113zbx2/vodafone_uk_call_disconnect_29_minutes_50_seconds/  

loops298

Interesting. It ties in with the information I had found, that it's something to to with the SIP timer. On my 1st attempt at getting it fixed as soon as I mentioned SIP the tech advised that they had sent a new config file to my hub, so they do know the issue, unfortunately it made no difference.

Strange that they have somehow managed to replicate a known issue on a mobile network onto a landline set-up. 

JSmithy45AD

I've been lucky to an extent in that I've tried to take their BB twice in recent years and both times they've failed to set me up with no explanation. Not a difficult property and Sky, NowTV and Virgin (through their own systems obviously) have had no issues. I think they're inept.

loops298

Update on my issue.

They are definitely INEPT

I left Vodafone after 3 months as their Tech Team are the worst I have ever experienced. I was asked around 10 times to repeat a 'test' for them so they could check the call logs. The test was to make three phone calls of 30 mins to three different numbers and record time of call, length of call, who the provider was of the receipient and what the outcome was. After a while, I began to think that they were winding up their new techies by getting them to ask me to make more of these test calls to see how I reacted (not good!). They were certainly winding me up. When I told them I had made enough calls, (my friends had also had enough of assisting) they told me that if I didn't do as they asked, my call would be closed. I don't believe they bothered to look at the call logs and certainly didn't seem to have the appetite to try and resolve it themselves. On a couple of occasions they even asked me to contact Virgin Media direct and report the fault to them. Not my job to do that, do they not have SLAs in place with their fellow tech companies?

When I told them that they had finally broke me, I was told that the problem wasn't of their making and that whoever I moved to, I would still have the same issue. LIES! I have now changed to BT and can talk as long as I choose and the line quality is better. 

So, if you are considering taking a Vodafone contract with a full fibre landline, think carefully as you may not be able to make long phone calls, which could be an issue, especially when trying to contact any company as they are 'always busy but your call is important to them'! Bear in mind YOU GET WHAT YOU PAY FOR.

idisputeallcharges

I too suffered with Vodafone's technical support, albeit I knew there was a fault on my line as there had been for 5 years, sky would fob me off stating it was the router restarting itself at midnight. Plusnet then stated it was a sky plus box causing it to restart, Vodafone did finally get the issue resolved but it took 14 call outs. I seemed to get stuck in a technician loop with them constantly asking to use the test socket (Which I had been the whole time as they previous stated static had killed the built in faceplate) and they would then triage the problem for 48 hours to "run tests"

Each time the line would drop out 10+ times a day at random times. Each time the steps were always restart the router and wait 48 hours.

At one point when they sent out openreach I was left without any connection for 3 weeks. During this period they sent me an email stating I was free to leave penalty free due to the ongoing fault, something they later tried to back down.

Eventually openreach came out again, they were incredibly helpful and actually found the problem was in the exchange itself

This was the point Vodafone decided as the fault was fixed they were going to not allow me to leave them anymore without paying a £300 charge. Thankfully with a week's worth of back and forth I did get them to honour me leaving without penalty.

It did take hours of time on live support, video calls and taking time off work to wait in for engineers to fix the issue.

Won't go back to them after that fiasco.

Will also add, digital voice they switched me to never worked, all calls were dead.

QrizB

I too suffered with Vodafone's technical support, albeit I knew there was a fault on my line as there had been for 5 years, sky would fob me off stating it was the router restarting itself at midnight. Plusnet then stated it was a sky plus box causing it to restart, Vodafone did finally get the issue resolved but it took 14 call outs.

So Vodafone fixed the line after Sky and PlusNet had both failed to do so?

Seems they might not be quite so bad after all.