To complain to broadband provider

[username210574]

Internet went down on Saturday morning. I did the service checker on Vodafone's website and it said I needed an engineer. I called Vodafone to see if they would help me remotely and they flat out refused and said I just had to wait. No internet meant I couldn't work over the last couple of days so I set about fixing it myself, and did so. I contacted Vodafone on Sunday (the day I fixed it) to update them and cancel the engineer, which they confirmed.

Yesterday I receive both an email and a text stating an engineer was due today and that if no one was in or they weren't required then I would be charged £110 for the call out. I spent 2 hours waiting to speak to their broadband team (because regular customer services apparently can't help?) to be guaranteed that no one would be turning up and that it was all updated.

I then had both an email and text again this morning confirming an engineer is on route. I've tried contacting the mobile number that's been given but there's no response. I'm about to take DC out and on the assumption they turn up while I'm out, they're more than likely going to try and charge me.

AIBU to make a complaint about the absolute farce that is trying to cancel this appointment?

How did you fix something yourself that required an engineer visit?

But yes, make a complaint.

You've rang to cancel the engineers appointment which was confirmed on Sunday. The engineer coming today is their fault, not yours.

I would say YABU to have anything to do with Vodaphone. They are an absolutely awful company and treat their customers appallingly.

@Agreeable Basically I figured out it was a knackered power adapter to the actual modem rather than an issue with the internet. Pretty simple fix once I established where the issue was coming from (i.e. not the router) and definitely something they could have helped me to troubleshoot when I initially called. I don't understand why they wouldn't encourage a customer to try some basic fixes before they send someone.

@endofthelinefinally I agree with you to be honest, and with other issues we've had with them I definitely won't be using them again. Alas we are stuck in contract with them for another yeae yet.

A bit harsh, but I agree with you. @username210574 probably didn't know how bad Voda was to begin with.

Also, it is clear that @username210574 is still accessing the internet. I still work from home and if my fixed line internet goes down, I can tether to my mobile which is inexpensive @ 30GB for £9/month.

My comment was slightly tongue in cheek. However, IME they do treat their customers with contempt.

I thought loads ov vidaphone broadband was down over the weekend?

Put the old adapter back in, let the engineer "fix" it.

I'm accessing the internet now because it's fixed, for clarity. The reason I set upon fixing it myself is because I don't get mobile signal from my home and so waiting 72 hours for a fix was going to be problematic work wise.

Did they turn up? I imagine the messages were automated and couldn't be stopped. Annoying and they should have warned you of that at the time you cancelled.

Have you got any confirmation that it was cancelled or just the call?

Yes they did turn up, they called to say they were outside while we were out.

I've no confirmation in writing, just two phone calls plus a text message this morning to request they didn't turn up.

Impressively useless! Definitely complain.

I'm very surprised they didn't make you go through a series of basic checks, one of which would be "which lights can you see on the router"? Most people complain because the call centre employees make you go through them multiple times before they will send an actual engineer.