geoffwnz:

 

I had a similar experience to Sleemanj with, after finally braving the atrocious hold "music" for long enough to talk to a human about VF removing the T-Box, I got told they'd need a tech booked to upgrade my modem and that I'd get a new plan with faster speeds. 

 

This intrigued me as I was already on the fastest speed the cable could provide and have been since the Max plan came out some years ago.

 

After some discussions it turned out that no, I was already on the fastest plan and that it would however be cheaper and that Downer would contact me shortly to book a tech.

 

Two weeks later with no tech call, I received a router on my doorstep.  Unsure what I was supposed to do with an unwanted router, I called up again. 

 

Took quite some discussion for the CSR to finally figure out that what they had told me and provided did not match and that I did not want to replace my perfectly good mesh router system with a generic home hub and that I knew the difference between a modem and a router.

 

I also got told that I did, in fact, also have a new account now as it had been migrated to the new system.  This was not previously mentioned.

 

So, as it currently stands, the "new plan" is significantly cheaper because I have not been billed since May.  I have no way to access my account because I do not have any sort of password to log in to the new account number that was "helpfully" buried in the middle of a wall of text email.  And the previous account number comes up with invalid account or password.

 

I also still have the T-Box and its modem attached to the wall despite letters suggesting that it needed to be picked up.

 

"Shambles" is a good description of any attempt at interaction with VF, even if the "change" is not of my requesting but from VF themselves.  CSR's seem to have zero idea what VF provides or how to provide anything other than one single script that they cannot or are unable to deviate from.  Trying to get them to understand any scenario that doesn't fit their script is an exercise in frustration and no subsequent contact ever seems to have a clue about prior interactions.  Maybe those "calls that are recorded for training" could be logged on the accounts so they can go back and listen to what was asked for.

 

When was their joke of a call centre meant to be sorted out again? This is truly next level shambolic, I agree.