Anyone Joining From BT Broadband Been Told Only Their Landline Is Switching?

[woodface7]

Has anyone else moving to VF had the wierd notification from BT that only their landline is moving, and their broadband is staying with BT???

18 hours after being fully accepted by Vodafone in a simple like-for-like fibre + landline switch, promised a router and given an activation day, BT emailed us:
"Another provider has told us you want to move your phone line over to them on 09-Oct-2017. So your service with us is due to stop on that date.
What will happen with my broadband?
By moving just your phone line, you break up your phone and broadband bundle with us. We'll put you on a new broadband-only plan called BT Infinity Option 2 for £42 a month."    

If the appalling Vodafone website hadn't restricted the 'Track My Order' checker to mobile business only, we'd all be able to see what VF actually have planned.
And what they would have therefore told Open Reach. I would then know to blame BT for the (potential) mess.

[eezyrider]

I have just changed over from BT.

Had loads of confusing, contradictory emails from them. Even had emails saying I must send equipment back because of early cancellation yet they have charged my account for equipment.

I would ignore them.

[woodface7]

Dangerous to ignore them, it turns out. After a day in BT chat / call / support hell on several continents, it appears to be Vodadrone who screwed up.

I had someone who handles departing switchers at BT read me what they had received. ONLY a request to takeover just the landline. Despite that being something VF never do. BT say they would have seen a broadband switch request if there had been one.

What a wretched company this is. We knew from their years of lying, billing errors and a truly awful website that their mobile operation can be a nightmare, but the price and good reports about the broadband experience made us take the risk.

Probably now lost the comparison site cashback, so may just cancel and reapply. Where a repeat credit check will likely see us turned down!

[Tash]

@woodface7 @eezyrider So we can look into this for you, I've sent you a private message with details to contact us.

We can then raise this with our dedicated team to investigate this further.

[eezyrider]

@Natasha.

Thanks but I don't have a problem with VF. My reference was to ''junk'' mails coming from BT re my previous account.

[woodface7]

I followed your instructions, entered the code and copied and pasted my account of the issue to avoid timeout.
On submitting, the screen immediately refreshes to the home page, with no acknowledgement of submission (or failure).  I received no email acknowledgement either. Or when I repeated the exercise. Have heard nothing since. No reply to my PM to Natasha explaining this either.

Classic Vodafone. 

Broadband live chat promised Monday evening they would sort it out with BT direct in 24 to 72 hours and definitely confirm the result to me. 

Of course, I have received nothing. 

What a shower.

(My BT account is now supposedly showing a broadband switch on Oct 9, but I had to contact them - for the seventh time this week - to find out.  Vodafone tell you nothing. )

[Alex]

@woodface7 Due to the amount of queries we receive on the Community, we're unable to respond to private messages. This is why you've not heard back from @Tash. 

When you submit the form, you'll be directed to the homepage. You should then receive an automated email from us to confirm we've had it. This will also contain your unique reference number which looks like [#17012345]. 

I can't see an email from the registered email address on your account, please try to submit the form again on a different browser and let us know how you get on. 

[woodface7]

Stunning. So in 2017, a supposed technology company thinks an acceptable page response to a (requested) customer submission of an appeal for help is to bounce to the homepage.

With nothing to inform them of the success or failure of the form submission.  Priceless. 

Despite going through the process twice, wasting ever more of my time, no email was ever received, even in spam.  You make BT look good.

I note VF BB have no social media support page like mobile. Any plans for it?

[Colleen]

@woodface7 I've checked our inbox again and I'm still unable to see an email from you. 
 I understand this must be frustrating and can only apologise for any inconvenience this has caused. 
Please try to send your message once more but with the following changes: 

-Use an alternative email address
-Use a different web browser or device 
-Ensure your character limit is under 2500

If you're still having issues getting your email to us after these changes and a final attempt has been made, please contact our Broadband team directly on 08080 034 515 (free from all UK landlines or mobiles) or via Live Chat. 

[woodface7]

I've spent over thirty hours fixing this with VF, BT, forums, helplines, chat and I've had enough.

All I wanted was the promised confirmation of activation on the 9th, but the chat transcript will have to do.

More phoney promises from the All India Dissimulation Team would add nothing, thanks.