Vodafone TV Play problem

MarcusMaximus

We are long-term Vodafone broadband and mobile customers, though I've recently moved the latter to 48. We have also had Sky TV for many years. We recently decided to amalgamate tv and broadband under the one roof and went with Vodafone. They delivered the box about 3 weeks ago but are having some sort of 'technical issue' setting up our account. This has gone on for the 3 weeks and I keep getting texts from them saying that "Due to unforeseen circumstances, the issue with your Vodafone order is taking longer to resolve than expected." I don't get it. What possible technical issue could they have for all this time just to set up an account? I mean we have the box, we have their broadband and modem. Why can't a simple account be set up?

Just wondering if anyone else has experienced this and has had any success getting past it.

MarcusMaximus

So no responses? Unbelievably this issue is still on-going. I have been on to their customer service multiple times and they can’t put it right. They keep saying the order somehow ‘got stuck’ and can’t be completed, blaming another department, IT or whatever, for this. I’ve never come across such incompetence and this from one of the main providers n the country.. Anyway, I’d still be interested to hear if anyone has had any success with getting V. TV Play set up, or has had a similar experience to us.

pizzahead77

This would probably be better in the Cable & IPTV fourm.

If its still ongoing, raise a formal complaint with Vodafone and if they don't fix it, cancel the TV and maye go back to Sky

MarcusMaximus

https://www.boards.ie/discussion/comment/122723601#Comment_122723601

Many thanks for your reply. Yes I almost put it in that forum but mistakenly decided it belonged here. Can the mods move it there?

The problem is that all requests, complaints etc. seemingly have to go through their customer support which ends up in the same hopeless cycle of 'escalating' the order, contacting the technical team 'responsible' etc. etc. I've heard it all a million times at this stage. However I will try to raise a complaint in another way, maybe via the website.

Edit: I just submitted a complaint form via their website. Don't know why I didn't think of that before! 🤷‍♂️

MarcusMaximus

OMG after sending that complaint the dysfunction just got exponentially worse. First of all someone phoned to tell me the issue had been resolved but of course when I tried it it still didn't work. So he said it would take another 3-5 working days to sort it out. The millionth time I've been told that!

Then I got a text to say that the new equipment I had ordered (I didn't order anything) would arrive on Monday. Then I got an email with a new contract for double the amount I had originally agreed to. Phoned them and after half an hour on the phone that was cancelled and suddenly I received another contract with the right amount but the agent knew nothing about it… Guess what she told me… she needed 3-5 working days to sort this confusion out! Bless her she was doing her best but this is beyond ridiculous at this stage. 😣

Edit: And yet another call from them just now saying they 'will sort all this out' asap. I will believe it when I see it!

MarcusMaximus

Would a moderator please move this thread to where it should be. It would be great to get some more interaction around this issue. Thanks.

d2x2

https://www.boards.ie/discussion/comment/122734151#Comment_122734151

Going through the exact same misery. The old box was working fine but the companion app stopped working.

It took half a dozen customer service agents and 2 months until someone figured that the app was no longer going to work because they made it obsolete but we could voluntarily be forced to upgrade to the new app and box to solve the problem.

So after two months of misery (we will fix the issue withing 3 to 5 working days… and I got that every 3 to 5 working days) we got a new box, new app. App works. Box can't find account.

Raised a complaint. They "fixed" the issue, so neither the app nor the box work! It's from bad to worse.

More misery. Stringing us along. It's been 2 months + 6 weeks.

Every new caller tells me that they have special powers and they know how to fix the issue since mid August.

I'll update this post within 3 to 5 working days hahahaha

MarcusMaximus

God yeah the amount of times I heard ‘3-5 working days’ was laughable! Sorry to hear about your troubles, it’s a real nightmare. Well hang in there as they did finally get ours working, though we have an on-going niggle with the box turning itself off while watching. I posted another thread about that. Seems we have to live with it as they’ve tried everything - new box, new modem, new cables etc. Still, it’s a good system when it works!

d2x2

OMG! It's working! Today I got a call and it's working. They found a fix and they told me they would now be able to apply it to all other frustrated customers all over the country.

I could still punch them in the face for the amount of times they were gaslighting me.

Been able to watch crap TV and empty my mind instead.

MarcusMaximus

Great to hear! Happy watching 😋