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Fibre installation issues

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Posts: 2
Registered: ‎21-04-2017
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Fibre installation issues

by RC104 Starter Poster
Message 1 of 5 (391 Views)

Our fibre installation has been one disaster after another.

The final straw was the failure of Vodafone to deliver the modem in time for the install to be completed by the enable workmen when they did the internal part of the install.

My understanding was the job wasn't finished until we were disconnected from our current service which was going to be a 5 minute job when he installed the modem. He couldn't do it when he was here as we would have lost our internet and without the new modem we couldn't connect to the new fibre. Ever single step along the way we have had to wait i for them to come even with agreed times. They didn't bother to contact us to explain delays and why they were late jus tleft us sitting around waiting. 

All I am gettting now from Vodafone is you can install it yourself.

Not what was agreed when we signed up and I am over the whole thing.

Emails are unanswered. I called and then I received texts from someone who after two texts immediately stopped replying to my questions. 

 

All I want to know nownis how do I return the modem? 

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Vodafone Ninja
Posts: 283
Registered: ‎02-11-2014

Re: Fibre installation issues

by Vodafone Ninja Vodafone Ninja Vodafone Ninja
Message 2 of 5 (663 Views)

Sorry to hear it @RC104 Smiley Sad

We're you wanting to return the modem as you're cancelling the request to get Fibre or for some other reason? Generally fibre technicians are supposed to carry a modem/router for cases like this where it hadn't yet arrived at your end from us so that they can continue the install. Obviously this hasn't happened here so we'll pass that on to Enable as it's not how it's supposed to work.

Let me know if you still haven't heard anything and I'll see if I can get someone to look into this one for you.

Regards,
^Zane

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Accepted by topic author RC104
‎29-04-2017 06:39 AM

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Vodafone Ninja
Posts: 283
Registered: ‎02-11-2014

Re: Fibre installation issues

by Vodafone Ninja Vodafone Ninja Vodafone Ninja
Message 2 of 5 (664 Views)

Sorry to hear it @RC104 Smiley Sad

We're you wanting to return the modem as you're cancelling the request to get Fibre or for some other reason? Generally fibre technicians are supposed to carry a modem/router for cases like this where it hadn't yet arrived at your end from us so that they can continue the install. Obviously this hasn't happened here so we'll pass that on to Enable as it's not how it's supposed to work.

Let me know if you still haven't heard anything and I'll see if I can get someone to look into this one for you.

Regards,
^Zane

Solution
Accepted by topic author RC104
‎29-04-2017 06:39 AM
Starter Poster
Posts: 2
Registered: ‎21-04-2017

Re: Fibre installation issues

by RC104 Starter Poster
Message 3 of 5 (364 Views)
Finally spoke with someone on Friday who had the tech out in half an hour. So all connected up now. Still an incredibly frustrating process.
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Starter Poster
Posts: 2
Registered: ‎24-06-2017

Re: Fibre installation issues

by Carm Starter Poster
Message 4 of 5 (64 Views)

I can feel your pain!! I requested my fibre on March 22, and my installaltion has not been done yet. They are my phone provider besides being my itnernet and mobile phone provider, but they gave Chorus a wrong phone number for them to contact me. I accidentally found out, because I had to contact Chorus myself, and had to phone Vodafone to ask them to change my contact details in my fibre application because someone had filled in the wrong number. They said they would. I was scheduled a visit from a Chours person to come to check something in my house on June 21, but they guy never showed up. Never came to my door, it seems he tried to contact me, guess where???!! at the wrong phone number that Vodafone never bothered to change!!!! Now they have delayed my installation to July 25th, as if i hadn´t waited enough, and on top of that I need it for my work. I have singed up for a kind of work  fin the company I work for remotely which requests much faster Internet, which they are counting on me to start on July 7th. But, well nobody seems to care, I have phoned and emailed them, but so far nobody has been able to give me a solution. So if anyone reading this is thinking of joining Vodafone, think it twice!!!! I would certainly not recommend it to anybody after all the times they have let me down, and I have continued to put up with them... until now. There will not be a next time!!! Hope your fibre works as it should and you don´t need to deal with their extremely poor Customer Service

Starter Poster
Posts: 3
Registered: ‎19-03-2016

Re: Fibre installation issues

by RosieC Starter Poster
Message 5 of 5 (58 Views)
Fingers crossed. Think it helped at the time that I was also complaining to the telecommunications disputes people AND threatening to cancel the move and go back to our original internet provider if we continued with the install at all. All that work done installing it and no one to pay if we didn't let them on the property to complete it!
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