Activation delay

[Luke3000]

We woke up this morning to find our internet connection is down.

Long story short, we received an e-mail on the 28th November that I was thinking of leaving vodafone (I'm not) and that my service would end on the 12th December. A phone call to vodafone didn't reveal much or give an explanation of why this has happened. I was then offered a black friday upgrade to a full fibre 150 which turned out to be £3 a month cheaper than what I'm paying now so I thought why not? 

I set this up over the phone and got an e-mail confirming the upgrade and that my new service would be activated on the 29th November. 

A couple of nights ago Royal Mail knock on the door trying to deliver a new BT hub. I rejected it as it was addressed to the previous occupant (over 8 years ago) of our house and phoned BT to ask what was going on. I was told not to worry and that if I had told vodafone that the service transfer is a mistake then this information would be shared with BT. 

I've contacted vodafone today to ask why my connection is down and mentioned the strange issue I've had. I was transferred to the activations team and told there's a delay in activation at Openreach's end and that it could take up to the 20th December to resolve! I was given some jargon on online chat that the reason was something to do with a "FTTP Phoenix smc failure" or whatever that means. 

Obviously I'm not happy about this and I asked for this to be escalated to a manager as it's caused nothing but a complete ball ache. 

[Effie]

Hey @Luke3000 I am genuinely very sorry to hear about the experience you have had with this issue so far. As we have no account access on the Forum, we would be unable to look into this further for you here. If you would like an update on your case, please reach back out to the Broadband Teams on 0333 304 0191 or via LiveChat. If your complaint has not been raised and escalated yet, please drop the Social Media Team a message so they can get this arranged for you. 

[Luke3000]

Still no broadband. Just keep being told Openreach will review it on the 20th. 

As a backup Vodafone have sent me a dongle for mobile broadband however it was an absolute nightmare to setup and I spent the best part of 2 hours on live chat being passed from pillar to post trying to get it to work on 4G. 

To cause more concern/annoyance my vodafone account now shows £99 worth of mobile broadband charges including £71 worth of airtime charges. I can't seem to get it in black and white that I won't be charged for using this but given Vodafone's repeated cockups I can see a large bill coming my way. Either way, it won't be getting paid. 

Quite honestly, the whole thing has been a complete and total farce and as soon as I'm out of contract I'll be taking my business elsewhere. 

[Gemma]

Thanks for updating us @Luke3000 - I understand how important it must be to get your line connected again and how concerning these charges are. If this hasn't been escalated yet, please get in touch with us over on Social Media. When you do this, please advise you've already been in touch through the other channels and ask us to escalate it for you. 

[Luke3000]

The saga continues.

The 20th of December came and after contacting Vodafone via their online chat I was told that the original order would need to be cancelled and a new order placed due to the service porting request made fraudulently by the previous occupant. 

Yesterday I placed a new order via Live chat after the original order was showing as cancelled. I was sent the confirmation email and today I received the new power hub. 

I queried my activation date as it made no mention of this in the email. I was told on live chat that it should be today. 

At about 2pm by chance I checked my Vodafone online account to find my new upgrade order has been cancelled!

Nearly 20 more minutes on live chat and another 30 minutes on the phone I gave up as the advisor couldn't understand a word I was saying. 

Live chat advisors still seem to think I placed a service transfer request back in November despite repeated live chat conversations and phone calls where I've told Vodafone again and again this has been made fraudulently by the previous occupant. 

Constantly being passed from pillar to post by different advisors and despite thinking the issue would be sorted today, I'm back at square one paying for a service I'm not receiving!

I've made another formal complaint as my patience with vodafone's ineptitude has run out. I'm seriously considering just leaving and moving to another supplier. 

[Effie]

Hey @Luke3000 I am sorry to hear that this has not yet been resolved for you. If you have a formal complaint raised on your account, the Complaints team will be intouch with you to discuss your case and help get this all sorted. 

[Luke3000]

Every time I speak to someone on live chat I get drip fed a bit more information. 

So turns out my whole service was disconnected on the 12th and vodafone's request to stop the disconnection was rejected? 

Because there is effectively no line active on my account any upgrade would just be cancelled. I have to phone up apparently to get the old service cancelled and now set up a new one. Why someone couldn't have done this weeks ago I have no clue. 

Vodafone's left arm isn't talking to its right. Nobody knows what's going on.