Broadband cancelled without consent

[Grinnypig]

Hello,

My broadband account appears to have been cancelled without my consent.

Someone has been trying to switch my broadband to a new provider over the past month and each time I've received an email notifying me of the switch I've phoned Vodafone to cancel it. I understand that someone had probably accidentally entered the wrong address and that there's nothing Vodafone can do to stop these requests and each time they have confirmed to me in writing that the switch has been cancelled. However, today I received a final bill including early exit charges and my account is now showing with no active plans.

I've contacted Vodafone who have admitted that this is their mistake and that they didn't cancel the switch properly but are saying there is nothing they can do and I need to take out a new 24 month contract. Surely this can't be right? I only have a few months left on my contract so do not want to take out another 24 month one. I also have no idea who my new provider is supposed to be! I'm not even sure if I'm a current Vodafone customer. None of my neighbours know anything about it and I haven't received a new router or anything in the post.

Is there any way I can resolve this because I don't want to be without broadband (strangely my internet still seems to be working for now) and don't see why I should have to pay Vodafone more to resolve their error? Ideally I just want my old contract to be reinstated.

Thanks

[Lucy_F]

Hi @Grinnypig sorry to hear this trouble you've faced. Our Broadband Support Team will do everything they can to help you in this situation. They're contactable via 03333040191 or Live Chat here. 

[HappyNomad]

Happened to me with EE.   No letters, no phone call, nothing.  Came home one day to find no internet or landline.  The company was adamant that it was nothing to with them - another supplier must have triggered the early cancellation but they had no idea which other supplier but if I wanted to stay with EE,  I could have a new contract and a new phone number.

Escalated to OFCOM who advised that no other company had initiated the 'switch' and that it was EE itself.  Upshot was a fairly meaningless amount of compensation, no early termination fee required and I have been here with Vodafone ever since.

Which reminds me that my contract is about to enter its last month before expiry.