Already an account at my address

[iainfromwestow]

Bought a new house two weeks ago. Previous occupants on Vodafone so decided to do the same for ease. Filled out the forms online and had delivery and switch over dates. No message or phone call. Just noticed that the order has been cancelled. Am told it is because there is already an account using that line. No-one can tell me who. Previous occupants tell me that they have cancelled with Vodafone. Being sent in circles and cannot get ANY kind of service until this is resolved.

Any help or advice would be appreciated.

Thanks.

[Remi]

Hey @iainfromwestow . Thanks for getting in touch with us, can you please reach out to the dedicated Broadband teams on 0333 304 0191 or drop them a message here: vodafone.uk/2LCJiTm. 

[iainfromwestow]

That was my first action. Broadband help desk got me a call back with the connection company. Extremely unhelpful as they claim there is another account using my line. Suggested I get in contact with the last owner. Had done that already and they have asked Vodafone to cancel the account. No-one can tell me who the account belongs to because "confidentiality" despite it being at the house I now own. Neither can they tell me whether this is a double booking or even if the account is active. And, to be honest, referring me to the chatbot doesn't help much...

[Remi]

Thanks @iainfromwestow for keeping me updated and getting back to me. Could you return the call to our Broadband team and explain that you've now spoken to the connection company and you're still no further forward and see if they can recommend any next steps for you. 

[iainfromwestow]

I will do. Thanks.

[Jayach]

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@iainfromwestow wrote:
That was my first action. Broadband help desk got me a call back with the connection company. 

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What do you mean by "connection company"?

Are you referring to Openreach or CityFibre, or someone else.

[iainfromwestow]

My understanding is that the act of connecting the line to the network is not done by Vodafone. I am sure it was not Openreach. As with so much, it was not very clear what was happening. The house has been serviced by Vodafone until three weeks ago so I would expect them to have a view of who the account holder is on the line that is blocking our access. I do not need to know, but someone needs to sort it out who has access to the records.