Pricewatch: Reader’s query
A Vodafone broadband customer is awaiting connection, and is fast running out of patience
A Vodafone spokeswoman has said there were ‘unusual complexities in terms of providing a service’
“It was €30 for the modem and €30 per month after that. I was told the modem would arrive in the post, and all I’d have to do would be plug it into the phone line and it would be ready to go,” he writes.
“My land line had been deactivated a few years beforehand, as we were not using the house phone. Vodafone were to organise it being switched on again,” he continues. “I received the modem in the post about a week later. But it didn’t work, so I phoned tech support, they checked the connections and checked the line, and said an engineer would come to my house to investigate the issue.”
This engineer was to contact Curtin and arrange the time and date. “No one contacted me, so I phoned again. Another tech guy told me he would reset the line, and to wait half an hour, and then to plug it in and switch it on and it should work.”
Our reader was told that, in the event it didn’t work, he should phone Vodafone straight away. “This was around 8.30pm on a Friday. At 9pm I plugged it in and switched it on but no joy. When I phoned I got an automated voice saying they closed at 9pm.”
Curtin waited until the following Monday, and phoned again. “I was told an engineer would come to my house and check the line. Again days went by and no one contacted me. Each time I rang Vodafone I was passed from customer care to tech support, and each time I was asked my name, email address, date of birth and phone number.”
He had to provide this information up to four times every call, he says. Curtin remained patient, but after six weeks he was “pig sick of the whole thing so I packed up the modem to return it to the store”.
As luck would have it, that was the day an engineer called to the house. “My wife sent him away, as I was returning the modem at that point out of sheer frustration. She phoned me at work. We said we would give them one more try to get the broadband working, so I phoned Vodafone again – giving my name, date of birth, email, address and phone number – and asked for the engineer to call on the Monday, when I would be off work.”