Broadband installed but service not activated

[Shadowblue]

Hi there, I got my Vodafone FTTP installed yesterday. The Openreach engineer visited yesterday as scheduled to install the ONT and connect the fibre which seemed to go ok. When the router was connected to the ONT it wouldn't connect which the engineer said would probably take time and to phone Vodafone if it didn't. I  phoned later in the day and got through to someone who said there seemed to be an issue with Openreach not completing the install and that it might take time for the system to update.

This morning It's still the same - called Vodafone and got someone who basically just asked me to reset the router several times without any luck and said they'd callback , that was a few hours ago. 

Starting to think from looking at other posts that I'm in for a bit of a nightmare 😞

I've messaged Vodafone on Twitter to see if they can help as I really can't be doing without a working Internet connection for long.

[Jayach]

Good luck with the Twitter support.

Has your previous broadband already ceased, or are you new to the property?

[Shadowblue]

The Twitter team just told me to phone the broadband help number again.

I phoned the complaints number and got through to someone who's had a look - apparently the orders got "stuck" - he tried to provision the router manually without any success so he's passed me to 2nd level support team who should get back.to me within 24 hours. On the order tracker the service is still not showing as active so I think something is messed up in the system. 

I had FTTC before with Plusnet which stopped working yesterday so in limbo until this is fixed. If I try to phone my landline number it says it's unrecognised so who knows what's gone wrong....

[Gemma]

@Shadowblue - I'm sorry to hear the experience you're having. Especially at the beginning of your agreement. Thanks for updating the thread with the actions which have been taken and what's happened with the order. I hope it's all resolved for you as soon as the order's been pushed through to complete for you. 

[Shadowblue]

Thanks, I called again as I'd not heard anything and the person I spoke to this time at least has managed to fix the issue with the order not being completed/activated. There's now plan details in the My Vodafone dashboard where before there was nothing which is progress. 

The router still isn't connecting so they've raised a ticket with the technical team but again I've got to wait to hear back.

[Effie]

Thanks for keeping us updated @Shadowblue I know waiting for the teams to resolve things is frustrating but it sounds like progress is finally being made. 

[Ripshod]

As with any new activation I'd expect provisioning to happen at any time between now and midnight. 

[Shadowblue]

I'm hoping it bursts into life at some point this evening - would be a welcome relief.

[Shadowblue]

Nope , still no connection. 

Bit concerned as when I try to phone my landline number I'm getting  the "The number you have called is not recognised" message as if something has gone wrong at Openreach's end due to the order getting stuck in Vodafone's system and not completing properly without someone having to do something manual yesterday at Vodafone 😕

[Ripshod]

I presume you still haven't heard back from the techs?

Keep pestering customer services, but bear in mind your service has been activated so your countdown for cancellation has already started.