New Fibre order cancelled... three times

[heavywater]

Hi all,

I've been trying to get a fibre order put through since the start of this year, but the order has continuously been cancelled with no reason provided. After two orders in January were cancelled ( I received a phone call to say there was an issue with an initial order and had to spend an hour placing a second order... which was also cancelled), I placed another order in February. After spending more time chasing it up today to try to work out why I hadn't heard anything regarding activation, I found out that this had also been cancelled, with no communications to me.

I spoke to someone on live chat today who said there was an issue with the email address on my account, but could offer no further information. They confirmed my email address was correct and that it was linked to my account, and I also received the contract confirmation and PDF to that email address when the order was submitted, so I really can't see what the issue was there.

The only thing I can think of is this... https://forum.vodafone.co.uk/t5/Pay-monthly/Link-a-new-pay-monthly-sim-contract-to-existing-Vodafone...

...when I requested someone from support move a pay monthly phone account onto my existing broadband account, they deleted my broadband account and I had to spend hours getting a new account set up with my mobile number as a login. Why exactly that would prevent a new contract is beyond me though.

Could someone from Vodafone please contact me about this? Cusatomer services are unable to help or explain what's going on. I can provide the order numbers for the three orders.

Thanks.

[Jayach]

No one from Vodafone will contact you via the forum.

Are you trying to transfer to FTTP via Openreach or  CityFibre.

[Thomas_H]

I'm sorry to hear about the trouble you're having trying to get setup. Jayesh is right we can't deal with specific account management over the forums but you can reach out to my team on social media. You can find out how to do this here. 

[heavywater]

Hi Thomas, that link doesn't work unfortunately. Would this be reaching out on facebook? When I tried that route previously I gave up after three days of waiting 5 hours a time for responses and repeatedly needing to re-answer security questions.

Anyway, quick update, I received some help from the complaints team who assisted me in placing a new order and closed the complaint. The new order was automatically cancelled, as was a subsequent one that was automatically raised. I again received no communications from either cancellation.

[Thomas_H]

Apologies I'm not sure what happened with the link. Yes it would be either through Facebook, Twitter or Instagram. Try https://forum.vodafone.co.uk/t5/About-the-Community/Contact-us-for-account-specific-queries/td-p/263...

Social media isn't an instant messaging platform so there will be delays between messages and security needs to be refreshed every 48 hours. By the sounds of it there are some technical issues going on in the background for it to cancel immediately. If you'd like to reach out we will try and get to the bottom of it. Please mentioned you've been directed from the forum.

[heavywater]

Hi Thomas, I've done that first thing this morning, waiting for a response now.

After two hours (so far) on live chat (currently being passed to my fourth team) I've managed to get someone to provide the exact account issue:

Invalid Value for field [Email] for [DetailedContact] at [BEnd].

As mentioned previously, I think this is probably from when an agent accidentally deleted my broadband account in November when trying to add a new mobile contract to it. It took weeks of calls and chats trying to get it so I could log in again, eventually I had to dictate all my personal details to them so they could be added to the account manually. Apparently they also messed that up.

My account is up to date and the correct email displays everywhere, so presumably [DetailedContact]/[Email] is a field accessible to back-office only.

[heavywater]

Spoke to Charlotte from the social team, apparently there was a + symbol that had been accidentally entered into my email address in an order field that wasn't visible on my account details... I have no idea how many people I specifically asked to look at the address who all told me there was no issue and to just place another order.

I've gone through the process again and this time the guy has processed a cancellation order for the existing connection and raised a brand new one with fresh details to make sure there are no further issues. Hopefully after 3 months that will be the end of it.

[Thomas_H]

I found the conversation. Hopefully it's cleared up for you. Thanks for your patience

[heavywater]

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@Thomas_H wrote:

I found the conversation. Hopefully it's cleared up for you. Thanks for your patience

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Would that I were so lucky...

The Openreach work was delayed as the engineer came out on Friday last week and said he'd need to contact a third-party because the cable needed to be fed through from a communal area and something something fire regulations. He said he'd expect it to take 24 hours usually, but might be longer because of the weekend and bank holiday and that Vodafone would let me know when there was an update.

Update came yesterday in the form of a text and email to let me know that my internet was being cut off at 1am this morning (nobody added an extension apparently) and to travel back in time two days to phone them up if I didn't want that to happen. Phoned up immediately and was told by the agent the cancellation had been avoided. Phew.

On hold to CS at the moment with no internet connection this morning, trying to work from home hotspotted to a slow Vodafone indoor signal, missing video conferences and unable to do any work that requires pulling large datasets. Currently being told the earliest date Openreach can complete the install is 30th May and I'll have to hotspot until then. Just waiting to hear if the old line can be un-cancelled.

[heavywater]

I've been told the agent made an error yesterday and the cancelled line can't be reinstated, and that I will have to hotspot off my phone for almost 3 weeks.

Any ideas best place to talk to to get this escalated immediately? I've reopened the twice-closed complaint and I'll try social team again, but not sure if there's a higher level I can get in touch with to get broadband back.