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More broadband shenanigans !

Lotus

I posted last week about moving home and the problems I'd had getting my new broadband set up. Since then it's been working fine at my new home, but my problems with my internet provider (Vodafone) are sadly not yet over.

Today I received an email with my latest bill, which had charges for my new home for the next month, plus charges for my old home too, but the service at my old home was supposed to have been cancelled 4 days ago!

I tried online chat - first time got connected to an advisor, but got disconnected halfway through. After 5 more attempts to chat to an advisor - when the AI bot kept asking me a couple of questions, then froze up and didn't connect me to someone, I finally got to chat online with someone who said she could see my instruction to cancel the old service from just over a month ago, but it takes 30 days to be disconnected and then another 22 days for the final bill to be produced, so it would probably be sorted out on my next bill.

A bit later it occurred to me that I hadn't actually had confirmation that the service at my old address had been disconnected. So I rang and asked if it had. The advisor kept me on hold for ages, then came back to say it had now been cancelled. A few minutes after getting off the phone, I got an email saying they were delighted I had decided to stay with them and my service would now not be disconnected!

So, back on the phone and more going through security and waiting. Finally I was told that there had been a problem with the initial disconnection order and it hadn't gone through as expected, so the connections team had to cancel the original order and place another for "instant" disconnection, which will happen within the next 48 hours. When did "instant" come to mean "In the next couple of days"?

Frustratingly, I can't cancel my direct debit as they're using the same one to take payment for my new home. So hopefully it will now get disconnected and I'll receive a credit next month. That's what I've been told should happen, so fingers crossed!

Just wanted to have a rant really. Has anyone else had a similar frustrating customer "service" experience ?

Parents

  • I'm not surprised you want a rant, go ahead and have a "Catwoman" momment!

    I often find going into a store better, although ofen they can't help either as they only do sales. I ended up telling EE to shove thier sim card where the sun don't shine after they kept taking my money and giving me no service and wanting another £10+ to restore it.

    Funny how theres always a problem when it comes to them them being unable to stop taking payments from you, but they can start one up in seconds? It's like online shops, they can take payment in seconds, but when it comes to giving refunds it takes a couple of weeks.

  • in reply to TheCatWoman
    TheCatWoman said:
    Funny how theres always a problem when it comes to them them being unable to stop taking payments from you, but they can start one up in seconds?

    The devil is in the contract detail. The closing down delay is simply a money making thing for them but since all companies do it there is no way to get round it, especially as it is in the contract you sign.

    Lotus said:
    Has anyone else had a similar frustrating customer "service" experience ?

    I've helped people with all kinds of broadband suppliers and the issues they had but there are 3 that stand out as truly aweful in my experience.

    1 - BT. Top of the list by a country mile. Long wait times, unhelpful staff and nearly impossible to escallate issues.

    2 - Sky. It depends very much on the technician you get but they seem purposfully slow to respond and are never willing to admit to being at fault.

    3 - Virgin. Largely down to lack of staff and attempts to make you pay for everything. I don't know if there is a commission scheme on the go but it really felt like it.

    I used to research the company for service quality before signing up and to them. There is a good review of them here:

    https://www.which.co.uk/reviews/broadband/article/broadband/best-broadband-providers-aIIx34f51krz

    I've used Plusnet and found them to be great with support.

    The one downside is almost universally they rely on BT Openreach to actually install or connect a line and they have a monopoloy on the market and the service they gave (commercial or residential) has been almost always poor at the very best.

  • in reply to Iain

    Thanks for the reply Iain.

    I haven't yet had an email to notify me that the service at my old address has been disconnected, although the 48 hours isn't up until tomorrow afternoon.

    If I still haven't been notified that the service has been disconnected after the 48 hour period ends, and the plan is still showing in my online account, do you have any suggestions how to handle it? Should I ask how I make a complaint to them? Should I threaten them with Ofcom? Should I threaten them that I will cancel my direct debit? I just don't know what to do.

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  • in reply to Iain

    Thanks for the reply Iain.

    I haven't yet had an email to notify me that the service at my old address has been disconnected, although the 48 hours isn't up until tomorrow afternoon.

    If I still haven't been notified that the service has been disconnected after the 48 hour period ends, and the plan is still showing in my online account, do you have any suggestions how to handle it? Should I ask how I make a complaint to them? Should I threaten them with Ofcom? Should I threaten them that I will cancel my direct debit? I just don't know what to do.

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