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  • FIRST POST
    • redofromstart
    • By redofromstart 22nd Jan 18, 4:04 PM
    • 1,617Posts
    • 9,674Thanks
    redofromstart
    Attempt to transfer to Vodaofne, a cautionary tale!
    • #1
    • 22nd Jan 18, 4:04 PM
    Attempt to transfer to Vodaofne, a cautionary tale! 22nd Jan 18 at 4:04 PM
    So, £20 a month for unlimited fibre with Voadfone looked like a great deal. I was nearly at the end of the BT contract, and they were hiking prices, rang retention's got nowhere so I decided to move my service.

    Given a start date of 9th Jan, box arrived, quidco tracked, all going to plan. Right up until the 9th when I plugged the new box in and it didn't work. Rang V to be told it hadn't gone through for unspecified reason which they knew on the 5th and 'someone should have let me know' but they had taken over the landline and that the broadband would be sorted shortly. Promised an urgent update within 72 hours.

    Rang BT who said nothing had moved because V hadn't filled the right forms in. Plugged BT box back in, worked for an hour and then we magically developed a fault which BT fixed some days later.

    No update from V so I chased, no information available but someone would call me urgently within 72 hours. Again they didn't so I rang and cancelled - they still couldn't give me a firm date but they would give me some extra mobile data onto my mobile contract - great if you get a signal at home but sadly I get a trickle at best. Text to confirm cancellation,no charges, apology, etc.

    BT agreed a reasonable retention deal so I agreed a new 12 month contract with them. Had an odd letter today saying that my service was ending on 17th and to contact them by 15th if I didn't want it to. Can't time travel, and anyway I agreed the new deal on the 16th and had had a text to confirm it. Then the broadband stopped working, and oh I cant dial out on the landline. BT say that Vodafone only half cancelled so I am now not in contract with anybody, had to set up as new account which means a delay before we have a functioning land line (tomorrow) and Friday at the earliest for Broadband. BT cant ignore a V request nor can the customer override it, V have to cancel it.

    Contacted Vodafone who say that they did cancel but only the landline as they never gave notice on the broadband but beyond that they can't help. No landline, no broadband. BT say this is simply not true as the landline has never moved, or they wouldnt have sent the engineer to fix the fault! V have told them one thing and openreach another, and it isn't as simple as switch me back on sadly.

    I get that companies have problems and things don't always go to plan, nor am I a fan of BT, but the complete lack of communication or willingness to take ownership of the issue by Vodafone has been shocking. I am long standing customer with a fairly high spend mobile bill (self-employed) so you'd think they would have made a bit more of an effort at actual customer service. The individual staff I spoke to couldn't have been nicer or more helpful, but they couldn't actually resolve the problem.

    I'm now stuck in limbo with no broadband internet thanks to Vodafone - which is great when you supposedly work from home. I have two teenage boys who are acting like they have had their heads cut off and I have completely lost the ability to have any sense of humour whatsoever about the misinformation and barriers to sorting this mess out.

    I have changed providers several times before without a problem, and I am always nice to people on the phone so it isn't my fault!

    In short: Don't touch Vodafone home broadband with a barge pole . It simply isn't worth the stress or inconvenience.
Page 1
    • ThemeOne
    • By ThemeOne 22nd Jan 18, 4:28 PM
    • 1,208 Posts
    • 1,021 Thanks
    ThemeOne
    • #2
    • 22nd Jan 18, 4:28 PM
    • #2
    • 22nd Jan 18, 4:28 PM
    It's stories like this which make many people sceptical about how "easy" it is to switch providers. Particularly when utilities and broadband are essentials it can seem "easier" to simply stay on an uncompetitive deal with the existing supplier.

    I also recently changed to Vodafone's £20/month deal, switching from BT near the end of my contract. It went smoothly compared with yours, but I was still left without service for best part of a day as BT switched off their service at the midnight preceding the changeover day, and the Vodafone service didn't come online until the evening.
    • redofromstart
    • By redofromstart 22nd Jan 18, 4:43 PM
    • 1,617 Posts
    • 9,674 Thanks
    redofromstart
    • #3
    • 22nd Jan 18, 4:43 PM
    • #3
    • 22nd Jan 18, 4:43 PM
    By comparison my previous 3 transfers were easy,no service for a few hours is a minor niggle usually. If Vodafone had simply let me know and said it would be x date then I'd have waited and not worried about it. Its the lack of communication that wound me up!
    • ScoobyZ
    • By ScoobyZ 24th Jan 18, 2:52 PM
    • 375 Posts
    • 120 Thanks
    ScoobyZ
    • #4
    • 24th Jan 18, 2:52 PM
    • #4
    • 24th Jan 18, 2:52 PM
    Yep don't put people off, I've just gone from Virgin to BT.

    Really easy and I had an overlap of a about 5 days in case something went wrong.

    I have been with Virgin over 20 years, but it seemed that 10 years of threatening to leave they stopped believing me so wasn't getting offer much of a deal to stay
  • Vodafone
    • #5
    • 25th Jan 18, 10:39 AM
    • #5
    • 25th Jan 18, 10:39 AM
    Hi redofromstart,

    I can appreciate your frustration over the delay experienced with the transfer of your broadband.

    If you still need some help with this, please email us via the form here.

    To access the form you'll need to enter the code EFT195.

    As well as stating your query in the question box, please also quote "MSE Forum".

    Once sent, you'll receive an automated reply with a reference number. Post it on here and I'll check that it's been received.

    Kind regards,

    Lee

    Vodafone Social Media
    ďOfficial Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • redofromstart
    • By redofromstart 26th Jan 18, 2:27 PM
    • 1,617 Posts
    • 9,674 Thanks
    redofromstart
    • #6
    • 26th Jan 18, 2:27 PM
    • #6
    • 26th Jan 18, 2:27 PM
    Thanks Lee - I've sent the detail through as requested.
  • Vodafone
    • #7
    • 31st Jan 18, 7:25 PM
    • #7
    • 31st Jan 18, 7:25 PM
    You're welcome redofromstart.

    If this remains unresolved, please update the thread with your email reference number from our automated reply so this can be chased up for you.

    Kind regards,

    Lee

    Vodafone Social Media
    ďOfficial Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • forgotmyname
    • By forgotmyname 31st Jan 18, 8:09 PM
    • 26,834 Posts
    • 10,786 Thanks
    forgotmyname
    • #8
    • 31st Jan 18, 8:09 PM
    • #8
    • 31st Jan 18, 8:09 PM
    Vodafone changed my phone number without telling me, luckily they sorted it. But i have 2 landline numbers on my bill now?

    They told me my Fibre BB would be faster because they put 2 pipes into the exchange and its actually slower, never had so many disconnections in all the years i have had BB.

    And now they are overcharging me. Vodafone are becoming a pain in the whatsit.
    Punctuation, Spelling and Grammar will be used sparingly. Due to rising costs of inflation.

    My contribution to MSE. Other contributions will only be used if they cost me nothing.

    Due to me being a tight git.
    • redofromstart
    • By redofromstart 31st Jan 18, 8:14 PM
    • 1,617 Posts
    • 9,674 Thanks
    redofromstart
    • #9
    • 31st Jan 18, 8:14 PM
    • #9
    • 31st Jan 18, 8:14 PM
    You're welcome redofromstart.

    If this remains unresolved, please update the thread with your email reference number from our automated reply so this can be chased up for you.

    Kind regards,

    Lee

    Vodafone Social Media
    Originally posted by Vodafone
    Lee, no reply to my original complaint of 22nd Jan, or the one I did via your form on 26th.

    Reference was #17920951
    • redofromstart
    • By redofromstart 31st Jan 18, 8:16 PM
    • 1,617 Posts
    • 9,674 Thanks
    redofromstart
    Vodafone changed my phone number without telling me, luckily they sorted it. But i have 2 landline numbers on my bill now?

    They told me my Fibre BB would be faster because they put 2 pipes into the exchange and its actually slower, never had so many disconnections in all the years i have had BB.

    And now they are overcharging me. Vodafone are becoming a pain in the whatsit.
    Originally posted by forgotmyname
    Maybe time to vote with your feet? I am sure they provide an excellent service to some people but the customer service when things go wrong isn't exactly inspiring confidence.
    • redofromstart
    • By redofromstart 5th Feb 18, 8:18 AM
    • 1,617 Posts
    • 9,674 Thanks
    redofromstart
    Lee, no reply to my original complaint of 22nd Jan, or the one I did via your form on 26th.

    Reference was #17920951
    Originally posted by redofromstart
    Still no response from 22nd Jan contact or 26th Jan contact.
    • esuhl
    • By esuhl 6th Feb 18, 1:11 AM
    • 8,082 Posts
    • 5,842 Thanks
    esuhl
    ...the complete lack of communication or willingness to take ownership of the issue by Vodafone has been shocking.
    Originally posted by redofromstart
    Lee, no reply to my original complaint of 22nd Jan, or the one I did via your form on 26th.
    Originally posted by redofromstart
    Still no response from 22nd Jan contact or 26th Jan contact.
    Originally posted by redofromstart
    Yep -- that was my experience when I tried switching to Vodafone.

    They advised me that I would be left without internet access for nearly two weeks while they swapped me over! *gasp* Surely not, in this day-and-age?!

    Despite hours on the phone, no one could help. On one call, I spent TWO HOURS being transferred between five different departments before being cut off, whilst still waiting to speak to someone!

    Emails (even one to the CEO, sent in desperation) went unanswered, or simply said there was nothing anyone could do.

    I decided to abort the transfer... And couldn't even get through to anyone who could manage that! What absolute clowns! Eventually I convinced BT to use the process for stopping line-slamming fraud to block the transfer, and cancelled the direct debit.

    ^^ Maybe that process would help ensure that you can get broadband reactivated with BT?

    In short: Don't touch Vodafone home broadband with a barge pole . It simply isn't worth the stress or inconvenience.
    Originally posted by redofromstart
    I couldn't agree more!
    • dazzaofdagenham
    • By dazzaofdagenham 6th Feb 18, 7:32 AM
    • 1,138 Posts
    • 383 Thanks
    dazzaofdagenham
    Must admit I am was tempted to switch away from virgin media broadband .....paying 28 pounds per month for up to 200mbps

    Wife wanted a landline really, but with horror stories like this I may just have to keep as I am
    • redofromstart
    • By redofromstart 6th Feb 18, 7:21 PM
    • 1,617 Posts
    • 9,674 Thanks
    redofromstart
    dazzaofdagenham, I suspect the vocal people are the very,very small minority where it has gone wrong. I'd moved a few times before without any issues at all, and will do again if BT hike their prices.

    Just watch the offers, and check out the firms you are considering customer service ratings just in case.


    I've still not had a response from them, so no surprises there.
    • esuhl
    • By esuhl 7th Feb 18, 12:03 AM
    • 8,082 Posts
    • 5,842 Thanks
    esuhl
    Must admit I am was tempted to switch away from virgin media broadband .....paying 28 pounds per month for up to 200mbps

    Wife wanted a landline really, but with horror stories like this I may just have to keep as I am
    Originally posted by dazzaofdagenham
    I was desperate to switch to Vodafone.

    At the time, it was £20 for fibre AND they had a promotion where you could get a free action camera worth ~£180 -- something that I wanted to buy anyway! I literally bit their hand off to take the deal!

    I did everything I could to try to get the issue resolved, but no one cared or took ownership, and most of the time I didn't get a reply at all. It took hours of my time. I ranted about the experience at the time here:

    http://forums.moneysavingexpert.com/showthread.php?t=5705020

    Argh. Sorry -- I'll shut up about it now. I'm still bitter about the fact that I lost out on that free action cam after getting so excited about it.
    • dazzaofdagenham
    • By dazzaofdagenham 7th Feb 18, 8:31 AM
    • 1,138 Posts
    • 383 Thanks
    dazzaofdagenham
    I am tempted to switch away from virgin for a better bill.

    Donít mind not having internet for a day or so, but itís the problem solving that goes with it and the appearance or lack of customer service.

    Maybe Iíll try and downgrade with virgin and look at VOIP.
    • jimarnold
    • By jimarnold 10th Feb 18, 1:20 AM
    • 5 Posts
    • 2 Thanks
    jimarnold
    like ESUHl i have detailed my nightmare with Vodafone on here

    Its actually quite good with a decent router but not worth the 3 weeks without broadband and the 3 months to get everything sorted - except the free gift which i never got

    Ive switched broadband 5 times - this is the only time its gone wrong BT blame Vodafone anf no-one at Vodafone seems to know or care

    Changing BB should be easy and generally is but the test of ANY service provider is how they react when things go wrong - quite frankly Vodafone don't seem to care and are difficult to contact if you have a problem
    • esuhl
    • By esuhl 10th Feb 18, 7:58 AM
    • 8,082 Posts
    • 5,842 Thanks
    esuhl
    Changing BB should be easy and generally is but the test of ANY service provider is how they react when things go wrong - quite frankly Vodafone don't seem to care and are difficult to contact if you have a problem
    Originally posted by jimarnold
    It's rather ironic for a company that specialises in communication, eh?

    How come you didn't receive the free gift?! I hope you're putting pressure on them to deliver what they promised. I'd be looking at the small claims court...
  • Vodafone
    Hi redofromstart,

    Thanks for coming back to me.

    I've checked your reference number and can confirm that your latest email has been received and we'll get back to you as quickly as possible.

    Kind regards,

    Lee

    Vodafone Social Media
    ďOfficial Company Representative
    I am the official company representative of Vodafone. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • redofromstart
    • By redofromstart 12th Feb 18, 4:27 PM
    • 1,617 Posts
    • 9,674 Thanks
    redofromstart
    Hi redofromstart,

    Thanks for coming back to me.

    I've checked your reference number and can confirm that your latest email has been received and we'll get back to you as quickly as possible.

    Kind regards,

    Lee

    Vodafone Social Media
    Originally posted by Vodafone
    this made me laugh Lee - is that the one that says ring me, not my husband? Guess what, they just rang his phone again, not the one shown on the complaint form.
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