LOST Landline Number - Incompetence at the highest level.

[bradshawd]

Went through the process of ordering Broadband thinking all I was doing was changing my billing company.

The Web order form even asked me for my current number. I did NOT choose a new line and have NOT, as far as I am aware been charged for a NEW line.

Day of activation and my landline which I needed to call urgently had been switched off. Vodafone in there wisdom have provided a new number ????

Now they tell me I cannot have it back.

3 x phone calls

1 x Web chat

5 x e-mails now (I think)

Still no resolution.

Is there anybody out there in VF land brave enough to call me.

EFT195 [#13908614]

Derek

[Retired-Sarah_L]

Hi @bradshawd,

Sorry for the delayed reply.

I apologise for any inconvenience caused by the experience you're having, and can understand your frustration with this. 

I've checked your reference number for you, and can see that our team replied on 6 August - the information provided is the best route to take for this to be investigated.

Please try calling our team again on 08080 034 515. 

Thanks, 

Sarah

[bradshawd]

Managed to speak to Carrie this AM and she is going to speak to somebody about the awful comms I have NOT had from VF and then call me back before 5:30 today..........

I see that they have also introduced an all in price bundle this AM. £22 less £18 line rental is £4 for the package I have just taken, that is £3.50 less than what I am now paying...  I suspect there is NO chance of moving to that to make up for all this aggro.  (Probably have to change my number again)

Derek

[Nabs]

@bradshawd I would assume they would apply the same rules as they do for mobile contract, you can move to the next tariff up but not down. So as an example if you signed up or "ADSL" before you would be able to change to "Fibre38" now, Or is you signed up for "Fibre" previously you'd be able to upgrade to "Fibre76" now... Hope that makes sense?

I noticed the 12 months half price offer has now been removed, though the new packages still work out cheaper over the 18 months by around £90 for a Fibre38 customer or £40 for a Fibre76 customer. If my maths is correct the Fibre76 is actually now only ~£20 more over the 18months than the old Fibre product.

[bradshawd]

---

@Sarah_L wrote:

Hi @bradshawd,

Sorry for the delayed reply.

I apologise for any inconvenience caused by the experience you're having, and can understand your frustration with this. 

I've checked your reference number for you, and can see that our team replied on 6 August - the information provided is the best route to take for this to be investigated.

Please try calling our team again on 08080 034 515. 

Thanks, 

Sarah

---

Sarah.

I do not suppose you can get Carrie to attempt to call me again. I missed her call earlier..

Derek

[Retired-KhizarM]

Hi @bradshawd

The best option would be to call our team on the number given to you and one of our team members will help you further with this.

Let us know how you get on and if you need further help then please message us here and we will help you further.

Khizar

[GillyJ]

I have the same problem. After my husband was assured the change would be seamless, Vodafone and our previous provider TalkTalk are blaming each other for being unable to port our home phone number. I seem to be at an impasse and don't know what to do next. Help!!

[bradshawd]

Gilly

I am afraid that eventually we gave up.. Because BT would not guarantee getting the number back (probably because we had already ported it from NTHELL) if we cancelled with VF and went back to them (up to 28 Days) and then attempting to get the number back (Up to another 28 days). 

Used the unlimited texts on our mobiles to let everybody know as a group text the new number.  And as various companies have e-mailed or contacted on the mobile have slowly updated them all.

It has been a right royal pain.  

AND STILL NO APOLOGY or PROMISED REFUND FROM VF.... Biggest bunch of cowboys going.....

Derek

[Tash]

@GillyJ @bradshawd Apologies that you're experiencing issues with this. Please call our dedicated Home Phone team on 08080 034 515 or on Live Chat so we can look into this for you. 

[bradshawd]

Natasha,

Many thanks for your offer but you will see that I started this back in mid 2016.  I have STILL had NO Apology or even the promised refund to make up for the costs I have had to incur letting various contacts and business associates know the new number....  I would certainly urge others to be cautious when transferring to VF, NOT to do it online and to get in writing that they will NOT lose any existing landline number.

Still extremely hacked of with Vodafone

Derek

[Colleen]

@bradshawd I'm very sorry to hear about the experience you've had. 

As advised by Natasha, we'll be available to help on the number provided. 

If we can help with anything else in the future, please let us know.