Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    • medindexer
    • By medindexer 1st Sep 19, 7:20 PM
    • 45Posts
    • 2Thanks
    medindexer
    Vodafone broadband failings
    • #1
    • 1st Sep 19, 7:20 PM
    Vodafone broadband failings 1st Sep 19 at 7:20 PM
    Today, my speed has dropped to 3 from 30 (fibre). No big deal this should be. But I can't contact their telephone support and htis has been happening on and off for over 2 years!. When you ring during opening hours you often get a message saying `we are closed now'. Ive reported it so often and it still keeps happening. If you try chat that often is not working either. I get apologetic calls from customer relations but they will not admit to this gross failing. I've been told I must be doing something wrong. Even when I replicated the wrong opening hours message to one of the agents (using my mobile to communicated and landline to call tech support) and the person heard the message he did not react other than by saying that it works for him. It's like there's some conspiracy to deny their terrible standards.

    Right now landline is not working for telephone calls - I've reported it, but nothing gets done. When I do get through to support they say BT has fixed it but it's not working. Vodafone staff are very poor at calling back when promising. I can hardly begin to tell you about so many other failings.
    But right now, they are not open at their advertised times and as I said this repeatedly happens. I find this incredible. Personally, I think they have their mobile support sorted out, but not their broadband. There is no dedicated phone number for Broadband, whether you are home BB or business BB. The answering service asks you questions but a lot of the time does not understand your reply - even a `YES' from one can elicit a `sorry I didn't get that', If you say for example `home broadband' it may say `did you say business broadband'. I'll leave it there but here I am, as with so many of my complaints to Vodafone, wondering how I'll solve the present problems when I can hardly get through to anyone.

    Are there others of you out there suffering as I am?
Page 1
    • csgohan4
    • By csgohan4 1st Sep 19, 8:38 PM
    • 6,508 Posts
    • 4,401 Thanks
    csgohan4
    • #2
    • 1st Sep 19, 8:38 PM
    • #2
    • 1st Sep 19, 8:38 PM
    maybe time to change to another supplier? I haven't had a problem with Vodafone yet.
    "It is prudent when shopping for something important, not to limit yourself to Pound land/Estate Agents"
    • medindexer
    • By medindexer 2nd Sep 19, 8:22 AM
    • 45 Posts
    • 2 Thanks
    medindexer
    • #3
    • 2nd Sep 19, 8:22 AM
    • #3
    • 2nd Sep 19, 8:22 AM
    Yes, tho I've only just switched to fibre with them. I wanted to keep life simple by staying with same supplier. Regretting it. When you say you've had no trouble do you mean with the functioning of your broadband or do you mean in contacting them.
    • AndyPK
    • By AndyPK 2nd Sep 19, 11:18 AM
    • 3,995 Posts
    • 1,167 Thanks
    AndyPK
    • #4
    • 2nd Sep 19, 11:18 AM
    • #4
    • 2nd Sep 19, 11:18 AM
    download their app.


    This should register the speed is below agreement. and you should get 15% off.
    May also help with evidence it isn't working etc
    • medindexer
    • By medindexer 2nd Sep 19, 5:36 PM
    • 45 Posts
    • 2 Thanks
    medindexer
    • #5
    • 2nd Sep 19, 5:36 PM
    vodafone broadband failings
    • #5
    • 2nd Sep 19, 5:36 PM
    It's back to normal the speed.
    But it's their tech support. To ring up at midday or 4pm and be told by a message to ring back during opening hours is galling (they are open 8AM TO 9PM). And this has been happening on and off for 3 years.

    6 days in and still waiting about the landline calls which do not work. And no-one checks in to see if it's been seen to (supposedly by BT)


    Conversations with customer support is much wringing of hands (I've been told by one that is not true even tho he heard it down my second line on speakerphone. No offer to inform anyone higher up that they have a problem. Denial. You might get a weak acknowledgement that they'll put a note against your record - but they don't say that anyone will follow up and they don't. You'd think that their complaints division might be interested. I've written to them, but you merely get either no reply or you get yet another call from a customer support who treats your case as if it's something new and which they've never heard of

    I mean, this should be major bigtime alert - fancy being unable to get any support for when something has gone wrong.

    There's CHAT which they throw at u,but it is often full up and won't allow queueing
    • Retrogamer
    • By Retrogamer 3rd Sep 19, 9:13 AM
    • 4,006 Posts
    • 3,954 Thanks
    Retrogamer
    • #6
    • 3rd Sep 19, 9:13 AM
    • #6
    • 3rd Sep 19, 9:13 AM
    I had a friend who used to work in the Vodafone Glasgow office. He said most were well experienced as they had worked there for years there and things weren't perfect but support was good.

    But a few months back they let all of their experienced staff go and moved support to Egypt and to England where no one was eas well experienced.

    It seems if the service is working ok, you're fine but it's the support side of things that are letting them down just now.

    Lodge a complaint on the ISPA website (check Google) and normally this will get you straight through to a complaints specialist
    • couriervanman
    • By couriervanman 3rd Sep 19, 9:48 AM
    • 542 Posts
    • 938 Thanks
    couriervanman
    • #7
    • 3rd Sep 19, 9:48 AM
    • #7
    • 3rd Sep 19, 9:48 AM
    Was with them for 18 months great service no problems whatsoever on superfast 1,only left them because of better deal elsewhere but will go back to them in 12 months time
    The only time i had to contact them was on connection day which took a bit longer than normal,but was sorted after i split the frequencies on the router
    Last edited by couriervanman; 03-09-2019 at 9:52 AM.
    • JJ Egan
    • By JJ Egan 3rd Sep 19, 11:10 AM
    • 13,338 Posts
    • 6,090 Thanks
    JJ Egan
    • #8
    • 3rd Sep 19, 11:10 AM
    • #8
    • 3rd Sep 19, 11:10 AM
    <I mean, this should be major bigtime alert - fancy being unable to get any support for when something has gone wrong.>


    Thats where cheap services let you down CS .
    • csgohan4
    • By csgohan4 3rd Sep 19, 12:35 PM
    • 6,508 Posts
    • 4,401 Thanks
    csgohan4
    • #9
    • 3rd Sep 19, 12:35 PM
    • #9
    • 3rd Sep 19, 12:35 PM
    <I mean, this should be major bigtime alert - fancy being unable to get any support for when something has gone wrong.>


    Thats where cheap services let you down CS .
    Originally posted by JJ Egan
    BT who are the among the most expensive aren't that great either
    "It is prudent when shopping for something important, not to limit yourself to Pound land/Estate Agents"
    • JJ Egan
    • By JJ Egan 3rd Sep 19, 1:25 PM
    • 13,338 Posts
    • 6,090 Thanks
    JJ Egan
    Depends i give them 9 out of 10 overall .



    BT are not more expensive i find for what i want .
    • medindexer
    • By medindexer 4th Sep 19, 8:18 AM
    • 45 Posts
    • 2 Thanks
    medindexer
    Today Vodafone are in meltdown. I got through to a complaints line yesterday and was promised a call back as their systems were being `updated' to improve things. Never got a call back, Phoned this morning and they have no computer access to anything - just white screens
    • csgohan4
    • By csgohan4 4th Sep 19, 10:33 AM
    • 6,508 Posts
    • 4,401 Thanks
    csgohan4
    Depends i give them 9 out of 10 overall .



    BT are not more expensive i find for what i want .
    Originally posted by JJ Egan
    They are not cheap, currently 29.99 while vodafone is currently the cheapest at 17.45 with cashback or 23 without cashback.


    https://www.bt.com/broadband/deals/


    But you do get what you pay for in general, but i draw the line at Talk talk and refuse to go with them what ever price they offer
    "It is prudent when shopping for something important, not to limit yourself to Pound land/Estate Agents"
    • JJ Egan
    • By JJ Egan 4th Sep 19, 12:28 PM
    • 13,338 Posts
    • 6,090 Thanks
    JJ Egan
    <BT are not more expensive i find for what i want .>


    Key is what i want .
    80/20 FTTP

    Free phone calls

    BT MAX TV with BT Sport HD and UHD .
    circa 37 per month .
    • mnbvcxz
    • By mnbvcxz 4th Sep 19, 12:41 PM
    • 245 Posts
    • 88 Thanks
    mnbvcxz

    Lodge a complaint on the ISPA website (check Google) and normally this will get you straight through to a complaints specialist
    Originally posted by Retrogamer
    Oddly I can't see Vodafone listed on the ISPA website, either I'm being blind or they are not listed under V?

    If you use Vodafones complaint page then in theory after eight weeks you can ask their ombudsman service to adjudicate.
    Last edited by mnbvcxz; 04-09-2019 at 12:44 PM.
    • Retrogamer
    • By Retrogamer 5th Sep 19, 10:09 AM
    • 4,006 Posts
    • 3,954 Thanks
    Retrogamer
    Oddly I can't see Vodafone listed on the ISPA website, either I'm being blind or they are not listed under V?

    If you use Vodafones complaint page then in theory after eight weeks you can ask their ombudsman service to adjudicate.
    Originally posted by mnbvcxz
    Yes, my apologies.

    I had just assumed such a big company like Vodafone was a member. The only big player i knew who wasn't a member was Talk Talk.

    You can ask for a deadlock letter if they can't resolve your complaint after 8 weeks then escalate your complaint to CISAS i believe who will then step in.
    • medindexer
    • By medindexer 15th Sep 19, 7:25 PM
    • 45 Posts
    • 2 Thanks
    medindexer
    Ok, here's where it is now. 3 weeks in to line still not working for calls in or out. On Wednesday last 11 Sept, I made my 6th set of calls to get a BT engineer out (i.e. calls which led to the promise of a booking of BT call). As with the last (5th) attempt, this sounded solid. This weekend, I got another voicemail - rushed message rather difficult to hear, but informed that the visit will not be happening. And that was it. I hope (stupidly I guess) that they will follow up with a call to make another booking.

    It just gets worse. Everyone is masterfully polite, but are able to deliver nothing. I will have spend 10 maybe, 20 hours these last few weeks trying to get my line repaired. Telephone calls, chat lines. A big fat zero for competence. How do they get away with it?

    Enough, it's Sunday night and I don't want to let them ruin yet another day.
    • AndyPK
    • By AndyPK 15th Sep 19, 7:49 PM
    • 3,995 Posts
    • 1,167 Thanks
    AndyPK
    I know what you are going through.
    I can’t receive calls.
    • medindexer
    • By medindexer 16th Sep 19, 8:04 AM
    • 45 Posts
    • 2 Thanks
    medindexer
    Vodafone debacle
    Tell me how you get on. I at least have a special phone number + 6 digit code to use, which gets me through to someone pretty well immediately. They call it 2nd level support!
    • AndyPK
    • By AndyPK 16th Sep 19, 9:52 AM
    • 3,995 Posts
    • 1,167 Thanks
    AndyPK
    does that get you through to someone in the "engineering dept."?

    How do you use your 6 digit code? and what number are you dialing in the first place?

    It's a pain, I have to wait 30 mins in a que or for call back.
    Then I have to explain I logged a call x days ago. (It's doesn't come up on my account straight away!). Then I have to wait for them to talk to engineering. Which is where things kinda stop
    • AndyPK
    • By AndyPK 16th Sep 19, 8:36 PM
    • 3,995 Posts
    • 1,167 Thanks
    AndyPK
    Spoke to them today.
    I think I translated it as.

    We could fix this quickly for you but we want to understand why it has happened to prevent it happening again.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

1,827Posts Today

7,148Users online

Martin's Twitter