Vodaphone Can’t supply my dad with fibre broadband But he has it with another supplier

[cragless]

My Dad currently has EE Fibre and also had EE mobile, and as ive been with Vodafone for years and always recommended them he finally changed his mobile to Vodafone last week then when his new phone contract started he phoned EE to cancel with them and then went on the Vodafone website to sign up for fibre broadband. Everything seemed to go well, that was two days ago but today he got a call from Vodafone saying they couldnt connect him now or in the forseeable future as there are no spare connections in the green box.

Now my Dad is so annoyed with Vodafone he is going to cancel his mobile with them too.

I m also very annoyed as I recommended Vodafone and feel very let down the company.

What is the story about no spare connections and can anything be done about it?

[Dabbs]

Hey @cragless I'm really sorry to hear of your disappointment. We have a certain number of connections we can use at any one time within the green cabinet in the area, other connections will be reserved for different providers. The only time you'd be able to take out a contract with Vodafone is when one of the spaces is freed up by someone leaving the service. 

I'm really sorry the website wasn't updated in time to avoid this situation. The most probable cause of this would be due to someone taking the last available space at a similar time of your Dad signing up for a home broadband package. 

[Ash194]

In Short they don't want to spend more money upgrading to a DSLAM with more ports. They also don't want to use BT Wholsale to carry their traffic as again not as much money in it for them.  He should leave as clearly Vodafone puts greed before customers.

[cragless]

I'm afraid this cant be the case, after your response I checked again and your site still says you can provide him with fibre broadband. my dad since tried going with tallk talk who said there was an action on the line so he would have to have a new phone number , he said OK. A couple of days later talktalk said they still can't connect as BT/EE are stopping it. So my Dad talked to EE who said they didn't understand, this shouldn't happen but a block had been put on his line been changed over to a new provider. They' then said they would take the block off that shouldn't be there anyway and to give it 48 hours and try again. I believe he is trying again on Monday, your site still says you can connect him but can it? I believe the whole thing is a scam caused by BT/EE openreach to keep customers and make other providers like yourselves and Talk Talk look bad. The ofcom customer complaints chart seems to agree with me. 

[Davidmorris]

I have the same issue and have just spent a couple of hours on the phone to eight different vodaphone representatives. I have sky fibre broadband and want to change to Vodafone, but the system says I cannot have broadband at my house. Several of the reps said it is because the cabinet is full, but this is nonsense as when I pretend to live next door Vodafone will offer me a broadband contract. The last rep took advice and told me I would have to contact Citylink as this is who sky and Vodafone rent their lines from. I'd never heard of Citylink and they seem to sell broadband but not in my area so I have no idea why I was told that. I have a Vodafone mobile contract and keep being offered a broadband deal, but when I take up the offer they will not provide and customer service were hopeless at best and intentionally misleading at worse. They 'escalated' my issue seven times with reference to specialist teams who could resolve the problem, only for me to find out they were all just sales reps and were messing me around.

[Ash194]

maybe raise a formal complaint and provide evidence from the openreach website confirming that the service is available in your area? Are we talking about FTTP or FTTC if the later than their DSLAM might be full. Maybe your neighbour is already on one of the active ports. You could ask for a lift and shift which they will resist like crazy and is not always possible but maybe worth a shot.

[Jayach]

I will refer you to my reply to another thread. Re: My neighbour can get Superfast 2 home broadban... - Community home (vodafone.co.uk)

So you are not alone. When you can't get an answer as to why you are unable to sign up, it tells you all you need to know about customer support at Vodafone, so best to stay away.

[Davidmorris]

Thanks for the advice. Is there any chance the culprit could be Sky?

[cragless]

Thanks ks for your replies, however this happened a coupe of years ago. we since got BT to take of their block that was trying to keep my dad on their broadband and Vodafone managed to make the connection. 

[Jayach]

@cragless, sorry about the replies, they were really for @Davidmorris who tagged his query on your thread.