In Openreach and Vodafone, does the left hand know what the right hand is doing?
November 22nd 2022.-Ordered Full fibre broadband from Vodafone. Chose 5th of January as Activation day.
November 28th -got email to confirm January the 5th.
Early December- cannot remember exact date. Openreach came to bring fibre to the house. “Ducting not above surface but under paving stone so cannot do work." Was there no survey? Gave permission for work.
15th December- Heard nothing so had live chat. Explained situation. Was told.” Bharat: Thank you, I can see that your order WEB-0001000024722421is showing in open status. I will go ahead and fill the form to complete this order, In next 24-48 working hours you will receive an update.
20th December- Live chat as not heard anything.
“Kishan: The engineer will carry there work before the activation date and that is ensured. And for the exact cable pulling we don't have any communication regarding this as this comes under the Openreach team. |
Kishan: But believe me this will be done before 5th.” |
December 21st. Received a text from Openreach for me to confirm my activation date as 5th of January. I confirmed but pointed out that external work to pull through fibre had not yet been done .
30th of December- Live chat Shazia : “As i have contacted the open reach team, the engineer visit will not be on 5th of January 2023, there is work required at your external.” Apologies then trying upselling of family sim cards!
I was put through to a Manager, “Ansari: Yes, you are absolutely right , they have given us 5th January for engineer visit, however we have received update on 26th December that they are still waiting for the dig work to be planned so we can feed our cables through our network. This is the reason they have given review date for 17th January 2023.”
He apologised for not keeping ME in the loop!!!
“Ansari: We will provide you £5.25 auto compensation against this delay, maximum auto compensation up to 60 days and you can check all details through this web link : https://www.vodafone.co.uk/broadband/auto-compensation-hbb “
When I mentioned that ensuring work that cannot be ensured was probably against Consumer law, I was offered another £10 compensation! You are still with BT until activation date of your broadband from here. “Ansari: It is showing that openreach team provide us an update on 17th January about the external work , if it will get completed by the given time, we will arrange the engineer visit to install the ONT box at your address.”
31st of December Router etc arrived.
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