Vodafone Unlimited 76: Horrible Technical Support

Posted on March 7, 2017July 1, 2022 by ElectroStingz

So when I submitted the complaint online as suggested by Vodafone’s own technical support staff guess what happened after the 48 hour time frame for them to respond?

Nothing. No confirmation, no call, no email.

Do I have a Vodafone mobile number?

I decided to try the complaints phone line, speaking to an operator I explain that I have submitted a complaint using the online form and would like an update.

Operator: asks for some details, name and Vodafone mobile number.
At this point I explain that I am not a Vodafone mobile customer, the complaint is about my Vodafone broadband.
Operator: goes away to check.
Operator: returns, cant see any details what is your landline phone number.
Operator: goes away to check
Operator: returns, cant see any details, do you have a Vodafone mobile phone number.
No I’m not a Vodafone mobile customer but do you want the mobile number I supplied? I provide this information.
Operator: returns, still cant find any details for that Vodafone mobile number
I explained again, it is not a Vodafone mobile number, I am not a Vodafone mobile customer and the number supplied is my own number from another network. The complaint is about my broadband.
Operator: places me on hold.

Three times explaining that I am not a Vodafone mobile customer and thinking back their online complaints form also asks for a Vodafone mobile number, perhaps the complaints form and phone line are not aware that a broadband package exists? Does this mean you can’t complain about a broadband package? Strange and it gets worse as I am now passed back to broadband technical support.

Tech support operator: introduces himself
I explain that I have made a complaint and would like an update.
Tech support operator: Asks for details, checks and claims there is nothing showing up.
I explain the previous conversation I had with Tech 2, he told me to submit the complaint.
Tech support operator: Explains that this is the wrong procedure and that the Tech 2 operator should not have told me to do this, you need to speak to a manger first.
Obviously I express some disappointment with the advice offered and take the opportunity to explain all my issues again.
Tech support operator: proceeds to check WAN side sync speeds, asks if I have separated 2.4Ghz SSID and 5Ghz SSID.
His general comment was that slow downs do occur when multiple devices are using the connection.

See a pattern? someone else also thinking WAN side performance when I am actually reporting router slow down / router side issues. No real understanding or help but I am promised to get a manger call the next day at 2pm.

What do you think happened at 2pm the next day?

3pm still no call so I call the support number to try and get in touch with a manager. I explain the situation to the operator, she states that the managers will call me back, probably busy. With the feeling of getting nowhere I express my concerns and ask about taking the matter further and cancelling the contract as I feel Vodafone have failed to meet the terms & conditions as defined in our agreement. She places me on hold for a considerable amount of time whilst trying to find out further information.

Eventually she gets back with the statement being that due to the Tech 2’s opinion that the Router is not faulty I would be charged an early termination fee. I question this action and ask what exactly has the Tech 2 noted down as being my issues. The operator only states the QoS / uploading issue with no reference to any of the other mentioned faults.

Upon hearing this I explain with further details the full extent of the problems. Unfortunately the operator was not able to go any further with this but assured me a manger would get in touch today, they were in a meeting with no time frame of when I would get a call.

Did not receive the call…

It’s Thursday already

12.30 I call support, speak to D-name
Explain that I am waiting for a call from a manager which has not occurred.
He looks into case, gets back claiming the manager will get in touch, “busy coaching”. I ask if anything can be done right now, reply is no as this manager is the only one with access to the case.
Ask for time frame of the call, will be up to 8pm.
Ask to make the call at around 4pm as I will be unavailable.
D-name assures this will happen, End of call.
1.30pm, A manager calls, K-name. I am unable to answer this so he leaves a message.
Will call back before he leaves 4.30pm.

Why has a manager tried to call when I explicitly stated that I would be unavailable? This shows a complete lack of communication within Vodafone. Knowing that a manager tried to call I take some time out to try and return the call asap.

I try to call back, speak to J-name.
Explained that I missed a call from K-name, a manager.
J-name says he will look into it and see what he can do.
I tell him this is an issue I raised and only a manager can help.
J-name, insists he can help so looks into it.
Gets back to me, says he can’t do anything as the issue has been escalated to a manager.

Hilarious as it may be, I told you so. 🙂

I explained to J-name why and asked him if it is possible to get K-name right now.
He states “unable to get in touch with other managers that are in a different office”
So I tell him I have been trying to complain for nearly 1 week and speak to a manager, is there anything that can be done right now?
J-name, because the manager is in a different office no.

Thinking about how things have progressed so far I start to think ahead and ask J-name an open question: What if the manager doesn’t get back to me at 4pm and I call tomorrow to try and resolve the issue. What would happen?

J-name, says that he would not be able to do much other than try to escalate the issue.
I told him but this is what has been done, I am at that stage and would like to speak to a manger so if I call tomorrow are you saying that nothing can be done?
J-name is a bit hesitant, the best he can do is raise the issue to Tech 2 and see what they can do.
I tell J-name we are past this stage so if I am trying to complain and would like to go higher is there a number to call, who do I speak to.
J-name, there is no number but he can take some notes and pass on to complaints.
I tell J-name that I will wait for the call and see what happens, end of call.

4.00pm K-name calls.

Explained the issues again, K-name offers to send out a new router despite this being against policy.
I explain that this will not solve the problem as the router is not faulty but faulty by design. I then ask K-name to cancel the contact as Vodafone’s responsibility to provide a satisfactory level of service and performance are not being met and therefore I would like to terminate the contract without any early termination fee.
K-name places me on hold, gets back and states there will be a charge due to the Vodafone policy, they require 3 attempts to resolve the issue.
I dispute this claim under the consumer rights act that the goods and services supplied are failing to deliver and are not fit for purpose.

It is important to understand a point about what K-name stated, “Vodafone’s policy”

Policy under no circumstances including terms & conditions defined by a contract can never over ride any legal rights you may have as a consumer or exclude any party (Vodafone / user) from any legal aspect in place, UK law, EU law… <This is also mentioned in the Vodafone terms & conditions booklet they send you.

So his general statement and actions are not entirely honest, first of all he accepts that there is an issue by offering to send out a new router.

Whilst it is not my intention to start preaching legal rights, I know my legal position on this matter and would have taken it all the way in the event that Vodafone decided to decline my right to terminate without any early termination fee.

K-name would like more time to clarify the issue with his Tech 2 team.
I ask why as they have already said nothing can be done.
K-name plans to phone Friday.

Friday, K-name phones

K-name spoke to Tech2 team: For the purpose of what I am trying to use the router for it is unsuitable and therefore he will arrange for the contract to end without a early termination fee.

Finally the solution I wanted but let’s be clear on something, “For the purpose of what I am trying to use the router for it is unsuitable”, the router is not fit for purpose and they know it otherwise this wouldn’t have been the outcome.

Final thoughts

I am pleased that the Vodafone experience is coming to an end but why I had to spend 1 week chasing around dealing with multiple operators all being inconsistent? Why are Vodafone only focusing on WAN side sync speeds? Why is it when someone comes along to explain such issues they are met with a complete lack of understanding and knowledge? I’m not going to make any assumptions, goodbye Vodafone.