"Your Vodafone service activation has been cancelled"

[Flimmy]

"As per your request, we have cancelled your Vodafone Broadband and Home Phone order and the associated service activation on ."

This is the email I recieved earlier today. The problem here is, I did not request to cancel my order or the service activation (which the email doesn't even list the date), in fact I have been waiting for about 2 weeks now for my service to get activated only for you to tell me I apparently cancelled it.

I ordered Fibre broadband on Sept 29th, the router was shipped to me about 3 days later, and I was charged £49 for the setup fees and I was sent a letter with my acc number, etc.

So you've given me a router, took my money then cancelled my order without my asking. Not only that, the two step authentification is abysmal and doesn't send my code to login despite working the first time, and only the first time out of about 15 tries.

Why was my activation cancalled? If I'm not getting it back, I'd expect to get my £49 back.

Kind of a joke to have such issues before even using the service.

[BandOfBrothers]

Hi,

Can I ask if your previous isp was virgin media. Is so I've seen this happen before. 

The small print on the Vodafone site advises what to do. 

"Switching service: There’s no need to contact your current supplier unless it’s Virgin Media – we’ll do it for you. If you’re a Virgin Media customer, you need to contact them using this letter (PDF: 115KB) to let them know you’re leaving. Remember to check for any early termination fees before you switch."

If not then you'll need to call Vodafone. 

Got a question?

08080 034 515
(free from all UK landlines and mobiles)
Lines are open between 8am and 11pm, seven days a week

[gideon]

Exactly the same thing happened to me when I signed up for broadband last December. Got a message within two or three days saying I'd cancelled it, after I'd got the router and everything. When I complained, they blamed teething problems with the new billing system. But that was 10 months ago, you;d think they'd have fixed it.

[kjahuk]

My activation is within the next two weeks - and I also receieved a similar message. My message stated my business broadband and home phone line activation was cancelled as per my request. Problem was, I ordered standard residential, and I didn't cancel. When I phoned them, the excuse given was either my previous supplier refused the switch, or openreach had an issue with my details - it was then put through to the back office to do it manually, and so far all appears to be going through. As for stating business broadband, the chap said it was a system error sending the wrong email. I'll find out in 2 weeks if all goes to plan or not. 

[Retired-LouiseE]

Hi @Flimmy

Does the information provided by @BandOfBrothers help at all?

Hi @kjahuk

I understand your frustration, please let us know how you get on. 

Louise

[Flimmy]

Heya, I called up and they said there were some issues with BT openreach or so and that a new order will be placed to redo it all from scratch. My current ISP is TalkTalk.

That said, the site still never sends me a vertification code via phone despite the number being correct, since it worked the first time (and only that time). So it's impossible for me to actually login to my account with 2-step auth.

Any idea as to why this would be happening?

Thanks.

[Retired-Sarah_L]

Hi @Flimmy, 

Our Broadband Team would be best to advise on this. Give them a call on 08080 034 515 and they can investigate the matter fully. 

Thanks, 

Sarah

[Soofla]

I had this exact issue a week ago. Placed the order online and received this message two days later.

I phoned up Vodafone support and they tried to put the order through again and exactly the same issue - line is inactive or there is a fault.

I was moving from Talk Talk due to their price increase and I was sure it must be "their doing".

Anyway, I was asked if I was attached to my home phone number - I am not and could they put the order through with them giving me a new number.

I agreed and this time it all went through, I switch on November 1st.

Talk Talk should not be able to hold the number hostage, but it's strange that the second I went for the "I'll have a new number please" everything started working.