Need help. Cannot understand what is going on with my new Broadband contract

[ukvodi]

Signed up online to Vodafone Broadband 20th June 2024. Cited my current telephone number that is currently with TalkTalk.

Got confirmation emails and all appeared to be proceeding.

Get a text message asking if I want to use an existing line or have an Openreach engineer visit. I confirm I want to use an existing line. Get reply that they have received this info.

Router sent in mail. But also the Openreach engineer visit is still needed and booked for 8th July. Then get someone from Vodafone calling this week telling me I need to cancel my order and do a new order because I want to use my existing line (which was told from the start). Makes nothing clear on why this is.  I re-confirm that I want it on my existing number xxxxxxx blah. He then says he's cancelling the order. I ask him why when the original order was to switch existing number. He then says he is contacting Openreach and to hold on the line. 5 mins later told I will get an update.

Just yesterday (27th June) get another call telling me there is a problem and I need to cancel and re-order. Reason being I have 2 lines at my house. Not sure what this even means for why I need to cancel. I re-confirm i have 2 numbers at my home and want one of them to go to Vodafone.

Operator tells me I can resolve with her or through my online Vodafone account. I say I will do it online. Try to log into my Vodafone account and it won't let me. I get sent a code to my mobile to enter, which I do precisely. Keep getting Error 404 coming back. That could just be coincidental because their servers are down, I'll try later.

I just want an answer in plain English on what the issue is.

Thanks.

[billhinge]

I had a pretty similar problem when I joined Vodafone 18 months ago via a third party switch your broadband deal. I had 2 lines, my personal line whose number I wanted to keep plus a disconnected Res-Official BT line. It seems Openreach got 'confused' as to do what with the line and cancelled my order (thus losing the third party switch offer).  Vodafone had to reorder which took an additional 20 days and thankfully worked. I also had problems with my online account so gave up on trying to use it.

Having worked on both BT/Openreach and Vodafones IT systems I have my own theories as to why but ....

At the end of the day the broadband worked and the direct debit worked then happy days, life's too short, so I left it alone. 

[ukvodi]

This was booked directly with Vodafone. The only thing I can think of is Openreach are playing silly ##~##.
In the past I had one of the lines switched over and unless it was a total coincidence the router on my other line ended up damaged. Within the same time he was working in the cabinet boxes on the street.

Another time I have an engineer, another property close by which I also pay the bill for, ends up cross connected to someone else's telephone number. i.e. that number got changed to someone else's and they ended up with mine.

[billhinge]

You may be right but I couldn't possibly comment. At the end of the day as a result of having my first order cancelled I  ended up with 2 routers and 2 boosters and Vodafone couldn't take them back (no process)

[ukvodi]

Is there anyone here I can talk to because the support place guy who keeps calling is driving me up the wall.

He's claiming I had agreed on the last call that I didn't want to cancel because I wanted a new line. To which I responded I asked why I had to cancel, did Vodafone make a mistake? He then insists no one made a mistake.

To me a 'new line' means a new number. I signed up to switch my existing number. I get a text after signing up asking if I want to use an existing line. I respond YES to this because that's what I signed up for. They acknowledge this.

Days after I get this support guy calling from Vodafone telling me I need to cancel and re-do the order.

Today he claims new line means just new cable to the house and my existing number will be switched over. But I asked TalkTalk today and they say they have received no notice from Vodafone to switch it over.
Is there some support team higher up that I can speak to? This particular guy doesn't want to admit any fault and just keeps making stuff up. I wouldn't even care if Vodafone made the mistake. Just admit it and move on. It would not be a big deal. But he's so busy trying to save face I'm not sure what yarns he's going to spin next. Just makes me uncomfortable.

[Cynric]

@ukvodi Perhaps it's time to stick with your current provider or shop around. It sounds like somewhere someone has recorded incorrect information.

[ukvodi]

There's just something very dodgy going on. Are these staff on commission that some dubious ones try and make you cancel so they can get a cut of the new one?
Not once on the email confirmations of the order do they even show the existing number I want to change over. I asked the guy today if he even had the number on file and he did read it back to me. Though he started it with 028 and I corrected him 0208. Then he says "That's what I said".

Also, still can't login to the MyVodafone page that they sent me login details for. I read on other posts that you can't until the line is activated but no mention of this in the email. This problem apparently goes back to 2022 at least!

I'm usually the most patient person around as I know companies don't always get it right so give everyone a chance to sort it but this is just so unprofessional.

[Gemma]

Hi @ukvodi it's disappointing to hear the experience you're having with your broadband order. This isn't what we expect for our customers. My team can take a look at what's happening with your order. Please message us on Social Media. 

[ukvodi]

Hi Gemma,

I spoke to someone via online chat and from what I can tell everything is in order. Told that once line is activated it will then be ported to my existing number. That said, when I asked for the number, it is to be ported to, they couldn't but then asked me to tell it to them. Then suddenly it was confirmed back.

In any case, we seem to be moving forward. Any problems from hereon and I'll get in touch.

But guys, come on, what does it take to simply change a line on a response email informing people of their online Vodafone account. So they know the online account will not be active until the line is. You're just making more customer issues for yourself and choking up customer support.

[Gemma]

Thanks for the update @ukvodi - I hope we get to turn this experience around for you.