Vodafone’s Disconnection from Modernity
Are you feeling disconnected from the modern world? Well, one family certainly is. After months of tempting emails persuading them to upgrade their copper-cable broadband service to “full fibre”, they finally agreed. However, their journey to the digital future hit a roadblock. The engineer sent by Vodafone couldn’t proceed without authorization from Openreach, the network provider responsible for the local utility poles. A second visit was scheduled but canceled for the same reason. Frustratingly, a third attempt was arranged at the end of July, but Vodafone unexpectedly terminated their existing broadband connection on that very day. Talk about being left high and dry without warning.
A Trench of Troubles
Vodafone sent another engineer, this time from Openreach, to assess the situation. It turns out that digging a trench was necessary for the installation. As a result, the family requested Vodafone to restore their old copper-based service. However, Vodafone responded with disappointment, saying it couldn’t be done and that if they wanted full fibre, they’d have to pay a whopping £3,000 for the connection. This turned their stress levels up to the max, as both husband and wife work from home and rely heavily on a reliable internet connection.
A Costly Blunder
The prospect of a special deal on “the UK’s most reliable broadband technology” quickly faded into thin air. Instead, they were forced to shell out £198 for temporary, subpar internet access from another provider while they battled Vodafone. Three major blunders surfaced from this ordeal. First, it seems that Vodafone scheduled the installation without ensuring the necessary permissions were obtained. Second, they terminated the family’s service without confirming if they were up and running. Lastly, Vodafone misinformed them about being responsible for the £3,000 connection fee. Although Vodafone did eventually provide 4G routers to reconnect them, two of them proved to be defective.
A spokesperson from Vodafone acknowledged that the disconnection of their old broadband was an automated process and stated that they are now reviewing their procedures. The £3,000 charge was revealed to be an internal cost that was mistakenly disclosed by a customer service agent. Rest assured, the family will not be billed for this mistake. In an attempt to make amends, Vodafone has agreed to compensate them with a temporary free-of-charge connection while working towards a full resolution of the issue.
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