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Vodafone transfer nightmare - How to get compensation?

zorba

Member
I've had a nightmare with Vodafone. I have BT Openreach FTTC lines into my house. One using Sky as ISP working fine for many years. I have two Openreach lines into the Premises.

I've recently started a new company and so ordered a new Business Broadband service on a 2nd line from VF.

After 2 months and over 20- hours of calls, later I have had my consumer service cut off, and replaced by VF business.

What sort of compensation or resolution should I ask for and any suggestions on next step please. Any help or advice is appreciated.


(not very) Short version of a very long story.

2 Dec
I ordered on the phone as I wanted to make sure the service was on the right line. Explained I wanted a business Broadband service, and I had two lines. I didn't know the number of the unused line but specifically not to use Number 01xxx xxx436 (the consumer Sky service). Was told no problem and person seemed to understand and seemed competent. Confirmed install date of 19 Dec.

10 Dec
Got letter from sky saying sorry your leaving. Realised VF had wrong line. Rang and they said they'd Cancel order and raise new. They told me what the other number was. Confirmed install date of 28 Dec.

11-18 Dec. Rcd texts and emails from VF and Openreach about install on the 19th. Rang several times to tell VF. Was variously told it was ok - order had been cancelled, order hadn't been cancelled but they would cancel it now. etc. etc. Eventually seemed to get the order stopped at Openreach but VF system said order still open.

18-28th December - no comms from VF or Openreach about new install on 28th. VF system showing order with no date confirmed. at least 5 calls and chats with Vodafone. variously assured - would go ahead, not to worry about no comms, Can see on our system date of 28th. Under pressure from me told order was with Openreach, but when asked for a reference number and put through to 2nd line, order wasn't with openreach. Escalation led nowhere as "it will all go ahead on the 28th.

28th - no new VF. By now I had two routers from VF - neither worked.

29th dec to 6th Jan. Lots of calls and messages, many hours repeating story every time, typically taking 40-60 minutes to repeat all the same lookups and tests before finally admitting they couldn't help. Promises that managers would call me back. I asked 3 times for a complaint to be raised and was told either they couldn't or they had. Finally complaint acknowledged and a escalation manager spoke to me on 6th January.

6th Jan - 18th. now on 2nd escalation manager - no explanation why moved and no appearance of handover or useful notes. Repeated promised to call me, not fulfilled. Another letter from sky telling me sorry I was leaving. No comes from VF, Openreach at all. VF system showing no confirmed dates but now three different orders.

18 Jan Sky Broadband stops working. Skay account confirmed My wifes consumer account is no longer a bb customers (but still has TV). So it's taken me over 6 weeks to turn my request for an additional BB service into stopping the wrong service. I now had no internet at all.


20th December - after several calls with escalation manager and 2nd line support, eventually get VF Broadband working - they say provisioned on the 19th.

So now I have one broadband service working and in same position as I was on 2nd December - only.

Am presently waiting for VF to come back to me with their proposals on what to do next.
 
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