Home telephone/broadband...

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ldoodle

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Hi,

I've been with Vodafone since November and woke up this morning to no service. So called them up and they are saying it looks like somebody has placed a new order with them for my address.

This has meant my whole line and broadband service has been completely terminated - no notice or warning etc.! So just tried to sign up with someone else who told me I need a new line installed for £49.99 because the previous one has been ceased.

This cannot be right, that it's so easy to screw over someone's telephone line and internet service simply by clicking the wrong address when doing a new order.

Any BT engineers on here?

Thanks!
 
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When you sign up, you do have to click the box that says you have authority. I’m confused how Vodafone were willing to release the line, surely you are still in contract? I’ve got 3 houses on Vodafone and have found them excellent. I’d go back to Vodafone and tell them to fix it if you are still in contract. They have an obligation to provide you with the service.
 
I have Vodafone at work and at home. Had them just over two years now. It works well but they ****ed up on the installation both times. Both times they failed to retain my old landline number and it took about three weeks for them to get it back. Should have been £25 a month but they reduced my home broadband to £17.50 - and it’s still at that. Better still on the work line - they gave me a £40 refund and forgot to charge me for 20 months! When they eventually realised, they wrote to me and said sorry, our fault and we won’t be looking for back pay but we will be charging you soon. I had another two months free before they did. Sometimes inefficiency can work in your favour. You’ve just got to complain, complain, complain with them and see what you get.
 
motorbiking said:
I’m confused how Vodafone were willing to release the line, surely you are still in contract?
Click to expand...

Yeah still in contract- 8 months in to a 24 month'er. Oddly they can see no 'audit' of the process from this other person selecting my address on their new order. Apparently it literally shows Order received > Line/service cancelled. The guy I spoke to and his manager have no idea what's happened and because there's no proper audit can't tell me why. I can only assume a) the new order was with Vodafone + b) the same address = no further checks.

They are saying because it's been cancelled I would have to do a new order with them and wait the usual lead time which they estimate to be 2 weeks minimum. I've gone part way through the new order process as PlusNet and Zen and PlusNet say 2-3 weeks wait as well, and Zen just currently say:

"It looks like there is a deactivated line at the installation address. We can restart this line with a new number, and because you don’t need any equipment installed, an engineer visit shouldn’t be required."

What are my options, if any, to seek a claim against them, for any future reactivation costs + loss of service. I'm not usually the type, but this is a 'big' problem from a service/contract pov that technically should be impossible to do!
 
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The contract has not been cancelled. Not by you and not by them.

I think you should make an official written complaint to Vodafone, and say that you want them to reinstate the service at no cost to yourself.

I don't believe that they have processed a fictional order with no customer name, credit check or billing data.

It is a cockup.

You are under no obligation to place a new order and wait for them to schedule it, because you did not cancel your contract.

Pursue your compensation claim later. Otherwise they may waste time quibbling it when they should get on with reinstating the line.

Once they have accepted that, it should take no more than 24 hours (and very likely could be done on the fly)
 
I agree with most of that, but VF have no control over the openreach process. Plusnet are fine until your contract is up and then they add a 10er on your line and broadband so your £20 quid a month package is suddenly £40 and they don't rush to tell you this.

You need to escalate the reinstatement of your service with VF as you did not cancel it and forget going elsewhere. If its 2 weeks to reinstate, then they need to ship you mobile wifi.
 
Had absolutely no notification in any way... letter, email, text, phone. But that might be because the new order was done on 26 July.
 
motorbiking said:
and forget going elsewhere
Click to expand...

do you mean from a contract perspective? Since I joined in November last year I've had 6 outages so I'm not exactly happy to date!

motorbiking said:
You need to escalate the reinstatement of your service
Click to expand...

I did ask about this yesterday but it was a bit "computer say no" - I haven't escalated so will do that when I ring them back
 
ldoodle said:
do you mean from a contract perspective? Since I joined in November last year I've had 6 outages so I'm not exactly happy to date!



I did ask about this yesterday but it was a bit "computer say no" - I haven't escalated so will do that when I ring them back
Click to expand...

To perform a switch the switcher needs your phone number and address. If what you say is correct and there is no other reason for the termination then its quite simple:
- you entered in to a contract for 24 months.
- VF are in breach. hold them to their contract
- If you toddle off to +net they will bill you for the remaining period and you'll be arguing why you are paying for 2 providers.

You need call the customer help number and tell them if they can't come up with a plan to fix it and provide you with interim service you'll have no option other than escalate to ofcom as they haven't followed the process. Noting that Openreach also didn't follow the process.

Is it possible that someone in your household did this?
 
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