8 weeks after moving still get number not recognised

[Chris-Grumpy]

I have tried via Complaints, Chat, Phone Calls and despite having internet working and ability to dial out. After moving from NowTV to Vodafone, our home phone number still gives the message the number you have dialled is not recognised. 

I have various explanations from Vodafone, the number was not released, we have asked openreach, openreach say its cancelled, and various versions of this. 

How can I get anyone to actually fix this? I have spent days on and off over the 8 weeks since we moved to Vodafone, and now I can't even switch providers and keep my number because of this screw up and Vodafone are very skilled in one thing, promising that in 2 days or 5 days it will be fixed. 

I can't login to the account either. Which they were in the first week going to do "spoof billing".

Does anyone know how to actually get hold of someone who remotely knows how to contact openreach and get this resolved. 

It has been our phone number for 35 years. 

[Jayach]

If you have raised a complaint, it should not be closed until you are satisfied, or reach deadlock.

Try again, but don't let them fob you off.

[Chris-Grumpy]

I got a private message from Forum Support asking for my details so they could follow up and I gave them the complaint ID, the account ID, the order ID, and got a phone call from the outsourced customer services once again asking how they can help. I just can't deal with such a poor customer service experience. I just want someone to own the issue and resolve it. It is shockingly embarrassing. 

[Gemma]

Hi @Chris-Grumpy - this isn't the experience we want you to have and we understand how important it must be to stay connected with the same landline number. i can see you've mentioned you've already raised this has a complaint. Please call your complaint case handler again and ask the to escalate this further.

Thanks for bringing it to our attention about the message you've received via Private Message. This is something we take seriously. I can confirm this wasn't from us here at Vodafone. Please be mindful when providing personal details and check who the message/call is from. 

[Chris-Grumpy]

Actually it was from you here. Someone rang from Vodafone Customer Services - as you asked for my number I only gave it in a PM. 

[Gemma]

@Chris-Grumpy - We've managed to locate the user who sent you the Private Message, as they'd sent messages to a few other users as well. This user who had sent the Private Message to you through the Community, doesn't work for Vodafone. It might have been your complaint handler who had coincidently called you. 

[Chris-Grumpy]

Gemma I don't know who is real in this, no one in any case has actually resolved anything.

It is a calalogue of errors on Vodafones part.

Account setup but not working, order active but not complete, internet working dialing out working which displays the correct phone number in caller ID, dialling in not working "number not recognised". And yet we still wait for someone to resolve this 8 weeks on. I have had so many excuses, and promises. It appears still that in the Vodafone system the order shows as part complete but also cancelled, probably why I can't login. And also OpenReach seem to think the order is cancelled, yet its active. 

[Gemma]

@Chris-Grumpy - This does sound very inconsistent. I'm sorry to hear how long it's been ongoing for. With you having an open complaint, please reach out to your case handler and advise you'd like to escalate this again. 

[Chris-Grumpy]

I did, I was told I would have news today, got none, and reached out again. 

The problem is that all support is outsourced, so really no one with experience in the UK picks this up and deals with it as it should be dealt with.

[Chris-Grumpy]

I checked with another provider and they said they number is not available to them, so I couldn't change to them and keep the number, this is all down to the number not being sorted I guess between Vodafone and NowTV. NowTV say they released the number to Vodafone. Vodafone say they now have the number... but they also tell me about OpenReach cancelled and they (Vodafone) show as complete and cancelled at the same time. So frustrating that you go back and forth. I don't know how many messages in the Complaint I have with promises the in 2 days or 5 days it will be fixed. The last one said by 2nd I would get a final update. I rang yesterday as there was no update on the 2nd. They said the handling person would ring. I spoke to Customer Service instead and he said about some issue with porting and openreach and wait till next week. It is like each time you contact they start again, and ultimately fail to resolve.