Fiber Broadband

[justasd88]

Hello,

sighned up for 76mbit line and today it had to be installed (vodafone told me openreach will have to install new line because i am currently with virgin). No one showed up and at the end of the day when i phoned them up they told me it is all up and running, simply my old bt master socket(propably 15years old) that looks ok and there is no sighns of damage does not work, so router is blinking red when i did everything that instructions say. lady over the phone cant help me, and the only way to fix it for open reach peaple to come and check it. so is this not the main think i was waiting at home today was for? also i need to call vodafone and find out if it is going to cost me (orginaly i allready payed for instaling the line) if so this shows how bad vodafone is. they just dont know what they are doing and i will just cancel till i am not too deep in all this...

[BandOfBrothers]

Hi

I agree it us a good idea to contact the Broadband Team as this should have been a seamless procedure. 

Please do follow this up with the team on  08080 034 515

Contact-us.

You will have a 30 day cooling off period to cancel if you wish. 

What-will-I-have-to-pay-for-if-I-cancel-my-Vodafone-Broadband-order.

I hope this is sorted out for you asap. 

[Nabs]

Openreach are completely useless, they don't even know where their own network is. We had 2 phone lines into your office at work and it took Opernreach almost a month to find them!

I'd guess someone from Openreach has looked at their system and decided that you've had a line in the past so it must still be working and therefore said it's installed and ready to go without actually checking it. 

Do you get a dialtone if you connect a phone to the line?

If you do then the line is actually connected and it's probably an issue at the Vodafone end. If you don't then the line's totallt dead and BT need to get it connected.

Either way get back onto the Vodafone broadband team (end customers can't contact Openreach) and have them chase up BT to get the problem resolved. If it's not resolved within a satisfactory timescale then cancel the order, request a refund of any fee's already paid and stick with Virgin as you're likely to have exactly the same issue moving to any provider.

[justasd88]

I would test it if i would have a landline phone at home. Problem is not a lot of peaple have landline these days and we dont have landline for like 5 years now. But i will talk with neighbours if they could give me a phone just to test it that it would be clear. I am guessing thats exactly what have happened with open reach. Maiby they just connected old cable to the nod(not sure how is it called) at one end and have not checked the other end at my house. I do beleave the cable is not damage outside and i can see it is comming to the house and the master socket (which does not look damaged too) is fitted exactly where the cable goes into the inside of the house. But it just does not work. Main think is is i worried about openreach line fitting fee (129 pounds i beleave). If i gonna need to pay that this internet will becone to expensive compared to what i pay to virgin and it would pay off in like 4 year. And i will be going on to 76mbit line while on virgin i have 100mb (honestly it is usually between 50 and 70). So i have dillema to solve, if i need to pay for openreach to fix or install new master socket i will propably will choose to cancel

[Nabs]

I hear you @justasd88 I had to borrow a phone from my parents when I got Fibre installed and it didn't work. I've not had a landline phone for best on 10 years now!

The £129 Openrech fee should only apply if you are getting a brand new cable laid out to your house, as you already have a cable there it will not be aplicable. If it turns out there is an issue with the cable and it needs to be replaced/repaired it's BT that own everything before the master socket so it's their problem not yours. I would not expect you to pay anything more than £49 fee you have already paid for the fibre connection.

[justasd88]

Ok so i have phones vodafone up and it looks like i wont need to pay for openreach to come and sort out broken socket/cable inside or outside. when i have asked about if there will be additional charges for enginer to come i was told "depending on the current conditions you wont need to pay for it", it would be better if they just say yes or no and i am guesing current conditions are that I have not been set up and something is still wrong + I payed for it (honestly new line instalation was offered for free because i am vodafone customer allready, but it does not change the fact that i was told by vodafone that i need new line and it will be done). Enginer is booked for 12 of jan and i hope erything will be fine now and they will actually show up 

[Nabs]

When they say "new line" what they really mean is a new phone number, its very rare youd need a new physical connection.

Id imagine you're right in that the "current conditions" would be you're not even set up so you cant possibly have done anything that would have broke. It.

The annoying thing is the engineer will probably turn up and fix it in 5 mins, the difficult bit has always been getting an engineer to actually turn up!

[justasd88]

Just a thought of mine, but.. Activation fee that is the one that should be when they basicly do nothing, just asighn new number or so and make the service live (administrator does it all in 3min over pc in the office and that costs 50£ :)), and the fee of a new line should be actually the one when they connect your home with new cable or sort it out if the cable is there allready (make sure the cable is not damaged, connected at the both ends and the master socket in the house works). I have never worked for internet providers but thats what i was studing (IT: network administrating) so have understanding of how it works

[Nabs]

Activation fee doesn't necessarily involve assigning a new number. A customer switching from one VDSL provider to another will still pay the £49 "PCP Only Install" fee. A PCP install requires the engineer to visit the cabinet only, they don't visit the customers house.

If you had an existing line but needed a new number I guess the £32.52 "Start of Stopped Line" fee is charged (though it appears this is absorbed by most ISPs)

I assume if a band new bit of copper is neeed the £120 "Supply of new line" is the one they levy, I don't imagine very many people pay this though as the majority of premises will already have a line. 

Interestingly the annual wholesale line rental fee has been reducing for the last 10 years yet the price the consumer  pays has been increasing... that's one to think about!

EDIT: I should add I have no idea if they are the correct links i've supplied. I've done my best to figure out what all the different things are but i've no experience in BT pricing and to be honest it's downright confusing!
The full price list is available here is anyone else wanted a shot at it.

[Colleen]

@justasd88 It's great to hear you've got an engineer coming out to you on the 12 January. I'm sure this will help to resovle your query. 

If there's anything else we can help with after this, please let us know.