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.

[Shadowblue]

No I've still not had a callback, going to call again and keep pestering them.

I'm sure I saw elsewhere but how how long  do you have to cancel once the service is active?

[Shadowblue]

So I just phoned the number again and I think I got the same person I spoke to yesterday. They managed to pass me to level 2 tech support who said the line test to the property was showing ok so have asked me to email them pictures of the router and ont before they can pass the ticket to level 3 and to call back on Monday. So no further forward really but what they're saying to me is this is the process I have to follow.

Starting to consider cancellation as an option but do I need to speak to Vodafone's cancellation team first or go straight to another ISP ?

[Shadowblue]

Hi Gemma.

I was advised on Saturday by level 2 support  that all necessary troubleshooting had been completed and the fault ticket would be passed to level 3 and to phone for an update today.

The guy I just spoke to told me level 3 had rejected the ticket asking me to try a different ethernet cable between the router and the openreach box - this troubleshooting step was carried out on Friday and should have been documented on the ticket.

I was then asked to factory reset the router again and the guy tried to manually provision the router again , troubleshooting steps I've been asked to do multiple times now without any success.

Frankly I'm pretty much at the stage of thinking of cancelling and going elsewhere. Can you advise the best way to go about this to ensure another ISP can transfer me to them without any problems.

The last thing I want is to be stuck with a service that isn't working and having to go round in circles with the support teams.

[Gemma]

@Shadowblue - I'm disappointed that this isn't resolved yet and it's got to the stage of you looking to cancel. To do this or to escalate it further, please call 191 free from a Vodafone mobile or 03333 040 191 from a different phone.  

[Shadowblue]

Thanks @Gemma 

I do appreciate all the replies here and it's been so frustrating and stressful not being able to get a working service.

I phoned and cancelled yesterday evening and placed an order with another provider.

Annoyingly I got a callback from support tonight wanting to arrange to get an Openreach Engineer out to check their install as level 3 support are confused why it's not working. I had to advise them about the cancellation.

The new provider also contacted me this evening to advise the Vodafone have placed a cease on the line and they can't place the order to takeover the line until this completes which is Monday apparently.

Seems crazy that to escape from the contract during the initial 14 days that Vodafone make it as painful as possible.

[Jayach]

Oh dear, I hope it doesn't go the same way as this thread.

Broadband Cancellation Requested - But line still ... - Community home (vodafone.co.uk)

It shouldn't as you have requested to take out another service which the OP on the other thread seems loath to do.

Do let us know how it goes.

[Shadowblue]

@Jayach Oh man, I hope not - All I want to do is walk away from Vodafone at this point without any further grief.

They couldn't get me connected/activated on the very 1st day and have left me without internet since then having to deal with phone calls every day. I should be chasing them for compensation (which I will do if this drags on) but just want out so I can move on.

I'll come back when I have any updates.

[Shadowblue]

@Jayach So I'm up and running with a new provider!

Vodafone's cease on the line completed Monday , New Provider submitted the provisioning to Openreach Tuesday and the new connection seamlessly worked when I connected the new router Wednesday

The Vodafone router was posted back to them using their labels and the tracking shows it got there ok and I can't login to "My Vodafone" anymore so hopefully that's all sorted....

If only Vodafone hadn't messed up their order/provisioning and their support spent a week trying the same troubleshooting over and over, I got the impression on the day I cancelled they still didn't really know why it wasn't working. 

[Jayach]

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@Shadowblue wrote:

I got the impression on the day I cancelled they still didn't really know why it wasn't working. 

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I suspect you are right.

Glad you were able to get out without too much delay.