Broadband incorrectly deactivated

[Lukenn]

I was due to move house this month and arranged to have my broadband with Vodafone moved. My move date was postponed and I am still in the ‘old’ property, so about 3 weeks ago I contacted Vodafone and told them to cancel the move. They confirmed and sent me an email to state this.

This morning I woke up to no internet as Vodafone had disconnected the line in my old home. 

Hours on the phone and initially we were told it would be back on in 24 hours, second call it was 72 hours and now we’ve been told they can’t reactivate the line as it’s been ceased and it’s been transferred to the new property. This can’t be true as the new property doesn’t have a physical fibre line.

I find this insane; that they can turn it off in error and not be able to turn it back on again!?

The only solution provided was to buy an internet dongle which for a household that relies on the internet with home working is clearly not an option.

It has been escalated in the complaints dept but this isn’t a solution. I’m hoping someone in this forum can help get our internet back on?

[Mark]

Hi @Lukenn, I'm sorry for the mix up over your home mover request. As this is a public forum and not connected to your account, we're unable to assist with your query here. It sounds like your issue's been raised to our Customer relations team. As this is our highest escalation point, we're also unable to intervene once your issue's been raised to them. Your case handler will be in touch shortly about this. If you'd like to speak to them sooner, you can contact them through the complaints portal. A link for this will have been sent to you when your complaint was raised. 

[davewright_1]

Did you find a solution to this? Exactly the same thing has happened to me. I fail to understand why my broadband simply can’t be reactivated.