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AIBU?

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Original poster

To vent here about sodding Vodaphone?

23 replies

EmmaGrundyForPM · 30/12/2022 19:06

We moved house 3 weeks ago. Previously, our Broadband contract was with Vodaphone and worked well, so we spoke to them about moving. We also got a quote from BT, but decided to stick with Vodaphone.

We arranged that Broadband would be connected on December 9th, 2 days after we moved. Vodaphone sent us a new router to plug in at our new address, which we did. December 9th arrives, and the router fails to work. DH logged into his account with Vodaphone to find a message saying our contract has been cancelled.

He then spent the best part of an hour waiting to get through to Vodaphone on the phone. When he finally got through, the person he spoke to just said that they hadn't been able to connect us today, and had pushed the connection date back to 23rd December. DH asked why we had to wait another 2 weeks, given that this was all set up, and that as we both wfh this would cause huge issues. The person he spoke to said she would check with her manager and then promptly cut DH off.

In desperation, DH drove to a Vodaphone shop 15 miles away in the hope they could help. Amazingly, the manager was really helpful and gave DH a mini hub (not sure of technical term!) which we could use until Broadband was installed on 23rd, asked us to return it once we had Broadband, and there would be no charge. It works brilliantly, we can both wfh, all is good.

So, 23rd arrives and DH gets an email saying "we're sorry to hear you've cancelled your contract with us" and no Broadband is installed. As this was the Friday before Christmas, we couldn't do anything until Wednesday, when DH rang Vodaphone again. The person he spoke to said that Vodaphone had been unable to arrange installation on the 23rd as this relied on BT Openreach who hadn't done it. However, someone from Openreach would contact us today to arrange installation.

Of course, no one has contacted us today, and now the mini hub thing has stopped working.

As we understand it, "installation" is someone (probably a computer) switching a button at the exchange, it's nothing complex.

So, we now have no Internet, no way of wfh next week, and Vodaphone have lied to us on 3 occasions about when we will get Broadband. I'm running up bills by using my mobile data when I've now exceeded the limit.

Vodaphone have said they will compensate us, but I don't want the money, I just want Broadband.

Should we cut our losses and give up on Vodaphone?

Apologies for the long post, just need to vent!!!!

OP posts:
Festivez · 30/12/2022 19:20

Yes Op cut your loses with Vodafone we found them useless we had Vodafone in our old house and it wasn't much cop.
When we moved to our current home we went with BT and for the past two years they've been brilliant.
I know some people can have bad experiences but we've not had any issues with our broadband.

Maximo2 · 30/12/2022 19:26

Get onto them on Twitter - I had the misfortune to switch phone contracts with them and Curry’s but their Twitter team were actually brilliant at sorting things out, really reliable and immediately actioned what they said they would - it was Curry’s who were the absolute bellends.

Original poster
EmmaGrundyForPM · 30/12/2022 19:44

Thanks.

I did suggest posting on Twitter to DH, and he scoffed at the idea that anyone from Vodafone would respond!

OP posts:
civetcat · 30/12/2022 21:16

I took out a contract with Vodafone. They said I could keep my home phone no but, when this turned out not to be possible, they cancelled the whole contract. Like you, I went into a shop and the people there sorted it out.

Maximo2 · 30/12/2022 21:27

EmmaGrundyForPM · 30/12/2022 19:44

Thanks.

I did suggest posting on Twitter to DH, and he scoffed at the idea that anyone from Vodafone would respond!

Any luck, OP?

Spectre8 · 30/12/2022 21:27

I've been with them over 15yrs no issues ever even when my broadband played up they set up engineers from open reach to come round and its all been a good service.

It coukd be they have had issues getting open reach to come round, there is only so much they can do on their end but if there is a line issue then its down to ope reach, plus given Christmas...not saying thats an excuse

As my phone contract is with them too its easy for them to just always give me free unlimited data on my phone to hotshot but I guess that isn't an issue.

I would call back and give them a date to resolve it by and find out whats the blockage cos it coukd be getting openereach to come out. This is outside of your and their control. Definitely ensure they will cover cost of your data. They usually are really good and shame you had a crap experience, they should of done better communication

Spectre8 · 30/12/2022 21:28

Also go back to the store to get a new mini hub and say until this is resolved they need to give you this as an interim solution

Original poster
EmmaGrundyForPM · 31/12/2022 04:03

@Spectre8 thanks. I understand about the issue with Openreach, but there's been no communication from Vodafone. We just keep getting emails saying that we've cancelled our contract with them, which we haven't. Then DH has to phone to try to get it sorted, we have had 2 dates where nothing has happened, and we're still without Broadband.

It can't be too difficult for them to send an email explaining what is happening rather than sending us an email claiming we've cancelled.

DH is going back to the shop later to ask for the mini hub to be reactivated. In fairness, the shop were very good and the manager very apologetic, it's the central service that's a nightmare.

OP posts:
Theladyinred · 31/12/2022 06:24

I wouldn't be waiting for Vodafone to decide they might install broadband. There are many different companies out there offering a better service I would cut my losses .

Basic163Decisions742 · 31/12/2022 07:25

Are you using a residential broadband connection to WFH

You should receive better service with a Business broadband connection

However why not go directly to BT ?

MilkyYay · 31/12/2022 07:32

You should receive better service with a Business broadband connection wfh

I don't think they will let you have a business connection if you are just an employee wfh occasionally rather than someone running their own business?

MilkyYay · 31/12/2022 07:34

Also Basic, openreach are separate from BT. Their operations are very carefully structured to keep them separate and independent of BT. BT don't get priority access to open reach.

Butitsnotfunnyisititsserious · 31/12/2022 07:40

MilkyYay · 31/12/2022 07:34

Also Basic, openreach are separate from BT. Their operations are very carefully structured to keep them separate and independent of BT. BT don't get priority access to open reach.

You're right, they were forced to separate so that BT customers did not get preferential treatment.

I deal with business broadband operations for work and it's a nightmare lately. There's a real issue getting engineers from OpenReach in some places. One of my guys was waiting 6 weeks. Then the engineer didn't turn up 🤦🏻‍♀️

Basic163Decisions742 · 31/12/2022 08:30

Plenty of other Internet providers to choose from

Or buy a hot spot dongle/wifi connection for a few weeks

Original poster
EmmaGrundyForPM · 31/12/2022 08:42

We are both employees so don't think we would qualify for a business account.

OP posts:
Original poster
EmmaGrundyForPM · 31/12/2022 08:45

Basic163Decisions742 · 31/12/2022 08:30

Plenty of other Internet providers to choose from

Or buy a hot spot dongle/wifi connection for a few weeks

The Vodafone shop lent us one, but it's now stopped working - I presume because we haven't paid for it. Is it possible to buy for only a few weeks? I don't want to be tied into a 2 year contract

OP posts:
janeeyreair · 31/12/2022 08:46

@EmmaGrundyForPM I had the same but with plus net who are part of BT I think? Anyway my issue was actually not plushest fault, who ever was the provider before didn't give permission for plus net to take over the line.

So basically there is something the previous provider needs to do before the new provider takes off, they told me I had cancelled 3 times! when obviously I hadn't.

might be the same in your case ?

janeeyreair · 31/12/2022 08:47

Over, not off!

sammielouise · 31/12/2022 09:01

Both me and my dad had the same problem with Vodafone, blaming openreach. They did eventually sort it and compensation was decent.. my dad got around £250 credit! Bhr still doesn't sort the problem now does it. I hope you get it sorted!

ArseInTheCoOpWindow · 31/12/2022 09:11

There are no words to describe my hatred of Vodafone and their shite service. Just no words…..

Malariahilaria · 31/12/2022 09:12

Definitely go for twitter but note it's spelt Vodafone so you tag the right account and maybe also tag in the uk ceo Ahmed Essam.

Yarrawonga · 31/12/2022 09:18

We had the same problem when we switched from BT broadband to Vodafone. Everything set up for the change over day, and then nothing. I ended up having to go next door to work that day.

It was sorted the day after the agreed date. Since then we haven’t had any issues with it, and it is significantly cheaper than BT.

NigellaAwesome · 04/03/2023 22:57

Vodafone are absolutely dreadful. I had broadband with them for 2 years and it just didn't work. I eventually changed to BT in December and it has been great. But I'm still having to deal with Vodafone who are sending me random demands for money and keep changing their mind 1. what it is actually for, 2. How much it is for, and 3. When they actually disconnected me.

They really are terrible and no matter what the deal, I will never be using them again.

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