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Standard User RedEars57
(newbie) Sat 14-Jan-17 15:59:24
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Thinking of moving to Vodafone? Don't do it!


[link to this post]
 
My experience of the Vodafone broadband and home phone service:

• Ordering the service took multiple attempts due to website issues.
• Several days later Vodafone cancelled the order after sending me a router.
• I called them and it was an error on their side, so they re-ordered the service including evening and weekend calls package.
• They sent me another router.
• Service was transferred from Sky. Phone seemed ok, but no broadband.
• Broadband turned out to be a BT issue that took 2 days to get sorted out.
• I spoke to their Customer Services who offered a 2 month refund on my rental.
• I received a bill. Vodafone were charging for time when I had no service.
• They had also debited my account for a sum, then credited it back for less.
• I didn’t have the evening and weekend calls package I ordered.
• Also, no refund on my rental.
• I then also found out that the service doesn’t have voicemail, despite the fact it was, and still is, advertised as having voicemail.

All the above happened in October / November last year. It has been reported, none of it has been fixed.

Finally I wrote to their CEO and got back a letter advising me to call their Tech support to solve my service interruptions. I have not complained about “service interruptions”.

The router they supply is junk. Wireless clients lose connectivity to wired devices like printer, NAS. The router still sees them all, but they cannot communicate without restarting the router. They won’t provide you with the username and password so that you can provide your own.

Broadband performance is poor. I have the 38/10Mbps service. Performance was good initially, but now is generally around 20Mbps but can go as low as 7Mbps downstream. Upstream is usually OK, but I don’t upload a great deal.

I absolutely regret moving to Vodafone, both from the perspective of a rubbish service and equally bad “customer service”.

My advice would be “don’t do it”.
Standard User NickyJ
(member) Sat 14-Jan-17 16:21:53
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Re: Thinking of moving to Vodafone? Don't do it!


[re: RedEars57] [link to this post]
 
Were you on fibre with Sky previously? If you were what speeds were you getting with them?

Now enjoying the speed of Fibre!
Standard User tthom
(committed) Sat 14-Jan-17 17:48:16
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Re: Thinking of moving to Vodafone? Don't do it!


[re: RedEars57] [link to this post]
 
Interesting I was thinking about moving to them but don't see enough feedback as yet but this post helps

Broadband Providers Aol(Adsl) /O2(Adsl)/Virgin Media(Cable)/BE(Adsl)/BT(Adsl)/BTW infinity80/20/Talktalk 80/20/BT INFINITY 80/20..
[img]http://www.speedtest.net/result/3798886040.png[/img]


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Standard User RedEars57
(newbie) Sat 14-Jan-17 21:34:28
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Re: Thinking of moving to Vodafone? Don't do it!


[re: tthom] [link to this post]
 
In reply to a post by NickyJ:
Were you on fibre with Sky previously? If you were what speeds were you getting with them?


No I was on straight ADSL 2+ but it was rock solid 11+Mbps always .... unlike Vodafone

In reply to a post by tthom:
Interesting I was thinking about moving to them but don't see enough feedback as yet but this post helps


Glad it was helpful. Even if the underlying access was perfect, the router they supply, and their appalling attitude kills it for me.

If you need more feedback take a look at Vodafone eForums under Pay monthly products & services (apologies for mentioning another Forum)
Standard User Michael_Chare
(fountain of knowledge) Sun 15-Jan-17 00:52:07
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Re: Thinking of moving to Vodafone? Don't do it!


[re: RedEars57] [link to this post]
 
The response to your letter to the CEO is very unencouraging.

Michael Chare
Standard User ukhardy07
(knowledge is power) Sun 15-Jan-17 09:18:57
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Re: Thinking of moving to Vodafone? Don't do it!


[re: RedEars57] [link to this post]
 
Log an official complaint, give them 8 weeks and then go to the ombudsman if unresolved.
Standard User ste211270
(regular) Sun 15-Jan-17 16:26:23
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Re: Thinking of moving to Vodafone? Don't do it!


[re: RedEars57] [link to this post]
 
In reply to a post by RedEars57:
The router they supply is junk
My advice would be “don’t do it



I Second That Totally Agree
Standard User RedEars57
(newbie) Sat 21-Jan-17 14:27:16
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Re: Thinking of moving to Vodafone? Don't do it!


[re: RedEars57] [link to this post]
 
Update is that after I asked Vodafone for a deadlock letter so that I could raise the matter with Ombudsman Services, they finally responded to my complaints.

They had no record of the offer of the refund on my rental, and have asked me how much I was offered.

They are crediting me for the time I had no service but was charged.

The debiting of my account for a sum, then crediting back less was "human error", and I will get the difference back.

They will let me have the calls package and voicemail I should have had.

They won't let me use my own router to replace their junk, unless someone in a call centre decides I am allowed to. I can see from their own forum how that will go, so am using a powerline based AP that presents as wired to their router.

As soon as my contract is up I will be gone. Sadly that is a way off yet

I still say "Don't do it"
Standard User Michael_Chare
(fountain of knowledge) Mon 23-Jan-17 16:56:58
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Re: Thinking of moving to Vodafone? Don't do it!


[re: RedEars57] [link to this post]
 
In reply to a post by RedEars57:
They won't let me use my own router to replace their junk, unless someone in a call centre decides I am allowed to. I can see from their own forum how that will go, so am using a powerline based AP that presents as wired to their router.
Interesting that they have actually admitted that they will allow exceptions.

Michael Chare
Standard User shez1983
(newbie) Mon 23-Jan-17 18:01:17
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Re: Thinking of moving to Vodafone? Don't do it!


[re: RedEars57] [link to this post]
 
I agree with this - when i first heard of them few months back, the deal seemed good. but after ordering through their site - i got 'theres a problem with my order' - so i contacted them and my order i think went through but after a few days they didnt have any record of me when iwas supposed to be getting a router or more info...

so I then proceeded not to after emailing them/tweeting them what an awful service they have that doesnt even let user order...
Standard User bofh5
(newbie) Mon 30-Jan-17 14:37:51
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Re: Thinking of moving to Vodafone? Don't do it!


[re: Michael_Chare] [link to this post]
 
Hi all,
So i contacted them about using my own router.
Here's the transcript.
I also called and have a recording of the conversation with them saying they would provide me the username and password.


General Info
Chat start time Jan 29, 2017 8:53:44 AM EST
Chat end time Jan 29, 2017 9:02:07 AM EST
Duration (actual chatting time) 00:08:22
Operator Summer
Chat Transcript
info: Sorry for the delay, we are currently experiencing high volumes. Please hold for the next available adviser.
info: You're now chatting with Summer.
Summer: Hi Jon smile
Welcome to Vodafone broadband!
How are you today?
Jon: Good thanks
Summer:
Glad to hear that!
How may I assist you with Vodafone broadband deals today?

Jon: Can I use my VDSL modem with Vodafone broad band ?
Summer:
Yes, you will be able to use it with Vodafone broadband.

Jon: So you would provide the pppoe user name and password ?
Summer:
That's right.

Jon: That's great. I read that you didn't allow 3rd party routers so that's good news.
Summer:
Please don't worry, you will be able to use it.

Jon: Thanks summer.
Summer:
You're welcome!
When are you planning to order the deal?

Jon: My current contact is up next month so I'm getting quotes
Jon: Thanks for tor help today.
Summer:
Oh okay, please feel free to ask if you've any other query regarding Vodafone broadband services. I will be glad to assist you with them.

Jon: Cheers
Summer:
It was my pleasure assisting you! smile

Summer:
Have a great time ahead!

Jon: Bye
Summer:
Cheers!

info: Thanks for chatting with us.

They are the cheapest option for me so if the above is for real then i'll give them a try.

Cheers
J
Standard User Oliver341
(eat-sleep-adslguide) Mon 30-Jan-17 16:12:15
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Re: Thinking of moving to Vodafone? Don't do it!


[re: bofh5] [link to this post]
 
I see you posted to a thread on Vodafone and had it confirmed by others that Vodafone will not supply the broadband password.

Actual Vodafone staff have confirmed it on the forum: https://forum.vodafone.co.uk/t5/Pay-monthly-products...

Edit: Thinkbroadband's affiliate scripts broke the link a bit, one has to scroll down to the staff post.

Oliver.

Edited by Oliver341 (Mon 30-Jan-17 16:17:26)

Standard User bofh5
(newbie) Mon 30-Jan-17 16:22:53
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Re: Thinking of moving to Vodafone? Don't do it!


[re: Oliver341] [link to this post]
 
yep its sucks frown
especially after i was told both on the phone and in the chat they would.
EE will have to do then.
Standard User mbames
(member) Tue 31-Jan-17 12:37:01
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Re: Thinking of moving to Vodafone? Don't do it!


[re: bofh5] [link to this post]
 
Vodafone sales staff and retention staff all believe you can use your own router and that vodafone will supply all the necessary connection/authentication details. However the tech team (who are the actual people supplying this info) refuse.

I went round and round in circles with:
Yes you can
No you can't
Yes you can
No you can't.

Vodafone are terrible - they can't even get monthly billing correct - I fail to see how such a large company which primarily only has to bill customers can make so many errors.

Although I cancelled within 12 hrs of my sign up they tool a week to release the grab they had placed on the line, and then a few days after a Vod@cr@p router arrived on my doorstep!

Sky Fibre (40/10), Draytek 130, DrayTek 2925, DrayTek AP-700
(Gone but not forgotten: 2820n x 2, 2800vg, 2800, HG612)

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