Vodafone did not call my current provider?

[kkosno]

Hey All,

A few weeks ago a Vodafone rep rang and offered a broadband switchover deal. Until then I was with Origin Broadband and I was quite happy with the service. However, I fell for the slightly better offer, but I am starting to regret it. 

The guy said Vodafone would contact Origin and there was nothing for me to do, but I called them (Origin) myself a couple days after the switch and they said my account was still active.. Last night I received another invoice from Origin telling me about the next monthly payment which will be collected on the 2nd of October. 

Is there a way to verify if Vodafone did contact Origin, or is it better to try and raise a complaint via Ofcom right away? I really don't want to waste more of my time, and I know this process is regulated by Ofcom.

Advice would be appreciated.

[Jayach]

Only FTTC to FTTC transfers are regulated by Ofcom, so it that what you did?

If it is, then yes something went wrong, Vodafone should not have been able to take over your line without Origin knowing.

However I very much doubt Ofcom will be interested in a "one off" error, but yes, if you feel that is the best way to resolve the problem then do that.

They will probably refer you to their arbitration service CISAS, if you are unable to resolve it with the ISP's yourself.

[Andy]

Hi @kkosno 👋 What Jayach has said is correct. Our broadband team though can look into this in more detail and check if we requested a line takeover. The team can be contacted by calling 191 from a Vodafone mobile or 0333 304 0191 from any other phone, they can also be reached by webchat here.

[kkosno]

Thanks for contact details Andy, I think it's become more complicated in my case since I have my own separate line in the rented part of the property. It was explained to me that Origin was not contacted because it was not a takeover of the property line and I will need to contact Origin myself.