Notifying Existing Provider when moving from FTTC to FTTP

[pablopatito]

I am moving from TalkTalk FTTC to Vodafone FTTP next week. I don't know if this will by CityFibre or OpenReach as both are available at my exchange.

Do I need to notify TalkTalk or will Vodafone do that? I spoke to Vodafone and they say they haven't received a line takeover from Vodafone and that if I notify them instead I will incur a charge for the 30 day notice period.

I spoke to Vodafone and they told they won't notify TalkTalk.

I got the impression on the Vodafone website that transfers from TalkTalk would normally be handled by Vodafone, so I am confused.

I am now considering cancelling the order (if I can) and staying with TalkTalk to prevent the 30 day fee.

[pablopatito]

Finally spoke to someone after 1 hour and 50 minutes on hold. They've told me they've now raised a ticket with City Fibre and my internet should definitely be working within 48 hours. I've heard it all before though.

I am still enjoying my notice period with TalkTalk for FTTC. I am hoping TalkTalk will allow me to cancel, or postpone, my cancellation, assuming this issue isn't resolved in the next 3 weeks.

I can't take out a new FTTC contract because Openreach have flagged the exchange as "FTTP Priority" meaning ISPs can't sell new FTTC contracts.

Ultimately, my only solution might be to sell my house and move somewhere else 😂.

[pablopatito]

Update: Day 8 of no Internet.

So the guaranteed fix they promised 48 hours ago hasn't happened, surprise, surprise.

I don't think anything is currently happening. I think the problem is that I need to speak to the Gigafast Team but the numbers I've been given for them just route through to normal support, and clearly normal support don't have a clue about City Fibre. They just seem to fob me with off with "it will definitely be working in 24 hours"

Does the Gigafast Team team still even exist, I wonder? 

I will raise a formal complaint and see if that makes a difference. I am sure there is someone at Vodafone who knows how to sort this.

At least my TalkTalk service is still working. 

[Evie]

I'm so sorry to hear you're still without service @pablopatito - Have you reached out to us on social media again? If you would prefer to speak with our dedicated Gigafast team they can be reached on 191 (from a Vodafone number), 0333 304 0191 (from an alternative number) or livechat.

[pablopatito]

I did try social media. They are now just saying this:

"As it's associated with CityFibre, your account is being case managed by our Specialist Gigafast team. This enhanced service, which is flagged on your account isn't available over Social Media. They're available by phone only,"

Will have to wait until I have 2+ hours to spare in call waiting before trying to phone again.

[pablopatito]

I basically have to spend 2 hours every day to phone up to hear someone tell me that "it will definitely be working in the next 24 hours". Rinse and repeat. At least Vodafone has agreed to pay me the £5 per day compensation.

[pablopatito]

I've phoned the complaints team to make an official complaint in the hope that that might speed things up, but they tell me I can't complain about City Fibre, I have to go through to the Gigafast team. So here I am back on hold listening to Light Switch by Charlie Puth on endless repeat.

I think legal action is now my only available course.

[Amanda]

I've just taken a look at your conversation over social media @pablopatito and I can understand your frustration at not getting the help you need - I'm really sorry about this. 

We need to help escalate this for you and I've added the link to this conversation onto your Twitter conversation with us - please pop another message back and I've added instructions so we can reach out to the Gigafast team on your behalf. 

[pablopatito]

Thank you. I managed to get through to a support person just now who this time escalated my issue and I now have a call reference number and a different number to call, so hopefully this time the right people are actually on the case. I will let you know how I get on.

[Jayach]

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@pablopatito wrote:

I've phoned the complaints team to make an official complaint in the hope that that might speed things up, but they tell me I can't complain about City Fibre,

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Unbelievable, you are not complaining about CityFibre, your contract is with Vodafone and they are the one's who should be resolving it.

[pablopatito]

I HAVE INTERNET! It only took 12 days.

After many calls to Vodafone support they FINALLY escalated to Second Line Support. Once that happened things got resolved pretty quickly - they answered the phone quickly and they called me back when they said they would.

As terrible as First Line Support are, Second Line Support are pretty good. It is just frustrating that I had to jump through so many hoops to get things escalated.

Second Line Support phoned CityFibre who immediately identified a problem with the line. It took them around 24 hours to fix and they were able to do it remotely. All this should have happened on day 1, not day 12.