Switching to Vodafone Broadband Issues

[Spriggsie]

My home fibre is currently being provided by sky (40Mbps). I was with BT, 14 months ago, with standard broadband (0.2Mbps).

i want to switch to Vodafone home fibre (38 Mbps), but Vodafone & BTopenreach say that I can't get fibre in my house (although I am currently getting 40Mbps fibre connection with Sky), and they can only offer me 0.5-1.5Mbps connection on standard broadband!!! (It's 2016, not the 1980's with a dial up connection!!!)

i did manage to order Fibre from Vodafone on 30/09/2016, even a fibre Hub has been sent out to me, BUT I have now been told that it was cancelled by BTOpenreach for no reason & I can't reorder it at the moment!!! 

OFCOM state that switching providers should be simple with the gainer-led process (introduced in 2015) ... and that Vodafone should be able to take over the sky services ... however, Vodafone reactions are 'the computer says no', that I can't get fibre in my home (that Sky is currently providing).

Can anyone suggest how I can switch to Vodafone? Or a way to get BTOpenreach to allow Vodafone to see that I am getting fibre from Sky?

i shall be raising it with OFCOM, although I believe it's a problem with the poor communication of the 'BT Group'.

note: I am able to order fibre from talktalk & Sky ... but not any other companies.

[Spriggsie]

UPDATE :-:

Phoned Vodafone: not resolved.

Phoned Ombudsman: can't help

Phoned OFCOM: Vodafone to do a manual request and not than rely on computer requests. 

Phoned Vodafone: told them what Ombudsman & OFCOM recommended ... looks like progress !!! 

Should have a call back tomorrow to resolve issue ... everyone confused why I can't get fibre from Vodafone .... as Spock would say 'there is no logical reason'.

Fingers crossed. 

Conclusion :- My head hurts from banging it against the wall ... got more sense from the wall (hopefully not running in circles anymore). 

[Spriggsie]

UPDATE

Talked to 'David' from Vodafone again, escalating the problem to managers ... should have call back on Thursday. 

STILL STUCK WITH SKY (or TalkTalk if I choose to switch to any other provider avaliable to me). 

[Spriggsie]

Just done a few checks ....

SKY :- I'm getting 40Mbps on Fibre

Vodafone :- can only offer standard broadband of 1.5-3.5Mbps

BT :- can only offer standard broadband of 1.5-4Mbps (when I was with them I only got 0.2Mbps)

EE :- only offer standard broadband of 2Mbps (although they do provide the fibre speed coming into the property that I can't have!!!)

TalkTalk :- 31-51Mbps on FIBRE

Plusnet :- 48-63Mbps on FIBRE

if only Vodafone was able to switch my fibre to FIBRE

[drey_p]

The key thing here is that you cannot force any provider to give you service of a particular nature. If Vodafone do not have the equipment at the exchange or do not have the capacity on that equipment, you can't make them provide you with fibre broadband. 

It sounds to me like this may be what is happening in your case.

[Spriggsie]

Thank you for you kind comment

But, with all due respect I DID order fibre with Vodafone on 30/09/2016 (as in the first post in this topic) ... so they have got the equipment & the capacity at the exchange. 

It is NOT that Vodafone don't want to supply me with fibre ... it's because they can't for an UNKOWN reason.

The Vodafone customer services are very helpful ... YES, they are trying to resolve this issue, as it is puzzling the staff and managers to the reason why I am unable to switch. 

The 'Gaining provider led process' is about transferring the service & not the old way of 'cease and reproved', so as I already have fibre it should be a simple process, but for an UNKNOWN reason it is not simple

Another provider could be John Lewis (yes, the department store) .... they can also provide my home with Fibre at speeds of 38-40Mbps, maybe it's how the providers are doing the compatibility check?

I shall post on here the outcome of Vodafone on Thursday/Friday .... I know that they also want this resolved as it's a learning experience for them!!!

If my posts seem negative towards Vodafone, I must apologise.

Vodafone are a great company & are trying their best to resolve this puzzling issue ... I am happy to share my experience here as I know that the Vodafone team are working hard for a positive outcome. 

Thank you once again for your comment. 🙂

[drey_p]

I'm not saying that you didn't place the other, just that perhaps when the exchange was checked it was realised that there isn't the additional capacity to connect you.  This would possibly explain why you suddenly can't order fibre any more.  

I would be interested to see what the outcome / explanation is. 

[Spriggsie]

I am interested as well ... from what OFCOM has said, the fibre line should be able to switch to any provider (it's the new supplier taking over the existing line).

In my case they advised Vodafone to do a manual switch, as in some areas BTOpenreach information is incorrect.

The Customer Support Team are great & are trying to resolve it, and are looking at it as a learning experience (for good or bad).

I have many theories why I'm only able to switch to a handful of suppliers, most involve BTOpenreach and their database.

A little history on this property: I was with BT (only getting 0.2Mbps), BTOpenreach Engineer came to resolve the issue (checked cabinet & home), said I could get fibre, did tests, connected fibre to home as part of his test speeds, I saw speeds in the 50-60Mbps range (then disconnected), stated that there are several fibre connections free, I phoned BT ... they said he was a liar!! They said I couldn't get fibre!!! ... so I phoned Sky & got fibre installed on the BTOpenreach line on the same week!! ... now I would like to switch, I can, but only to a select few ... there is something wrong, thanks to the dedicated Vodafone Team, it should be put right. 

Ah, the best bit ... the cabinet connecting this property, on BTwholesale system, is on the opposite side of town 3km+ away with approx 50,000 people in between!!! (And not the one on the corner of the street).

[Spriggsie · Accepted solution]

Fantastic update

it looks like the Vodafone team has resolved (or helped resolve) the issue .... fibre is now avaliale to order at the property (by all providers).

i have placed an order & it has gone through ... although the activation date is 31/10/2016 ... so until the order is live (and I am connected with Vodafone fibre), I shall keep my fingers crossed (for good luck). 

Thank you to to the great technical team who didn't give up on trying to resolve this issue. 

It it does look like it may have been a BTOpenreach mistake, but although no one can prove why all of a sudden I was able to order fibre (now), I have my own personal opinion that a simple tick box mistake by part of the 'BT Group', and that when Vodafone enquired about the reasons why ... that tick box was then suddenly changed!. Guess I shall never know the true reason why ... a small team (probably BTOpenreach) know the reasons ... and so it gives me great satisfaction to say thank you to Vodafone technical team & a big thank you to the individual who may of changed that tick box!!! 

[Spriggsie]

Great news. 

I have now got fibre with Vodafone, the router was sent out a few weeks before the activation date.

On the day of activation I waited for The Sky fibre to end & then plugged in the Vodafone router .... Bingo ... all went smoothly & I now have a faster internet service (download & upload speed).

Thank you Vodafone.

Exceptional customer service again.

[Retired-LouiseE]

Hello @Spriggsie

I'm thrilled to hear this problem has been resolved for you  

Thank you for letting us know over the forum!

Louise