Cityfibre says yes, Vodafone says no...

[Lozza1]

I am currently with Vodafone (FTTC) and Cityfibre was installed in my road back in February 2023. In early March I received an email from Cityfibre saying it is ready to connect, which I should be able to do for free as I am mid-contract with Vodafone.

I contacted Vodafone who said that the network is not ready to connect, however I should be notified when it is ready.

Some weeks past and I contacted Cityfibre to check if there was some issue, and they emailed at the end of March to confirm that the network is in fact ready to connect to, and that I should ask Vodafone to raise an issue with Cityfibre if there is an issue placing an order.

I contacted Vodafone a few weeks later and got the same answer - that their system shows it is not ready to connect. I sent a screenshot of my email from Cityfibre, and notified them that on Cityfibre's website and other broadband provider websites (Zen, Talktalk, etc) they all show as ready to connect with speeds of up to 900Mb-1Gb. Still Vodafone said no. I asked if this can be raised with Cityfibre - No. I asked if I can talk to a manager/supervisor - No. Eventually I was passed to broadband Tech support who was much more apologetic but still said I cannot connect. The tech support guy did point me to an online form which should 'register my interest' with Vodafone, which I have filled out. 

I have since received emails (1st June and 15th June) from Vodafone saying we are upgrading broadband in my area, and will confirm timings in the next couple of weeks. At the end of June I contacted Vodafone, who again said no I cannot connect yet. It is now September and there is no sniff of an upgrade.

All while this has been going on I have had emails from Cityfibre, letters in the post, and even a rep from Vodafone knock on the door to ask us to 'consider Vodafone when we are next looking to upgrade'.

I am now considering paying the charge and leaving Vodafone for another provider, which is ludicrous considering they would use the exact same Cityfibre network Vodafone are supposed to offer.

Has anyone else has this type of issue? Does anyone have any ideas why Vodafone won't let me connect? Is there a customer service rep that can help me?

Thanks for reading.

[Cynric]

@Lozza1  VF probably haven't finalised the contract with CF. Alternatively, if it is just your address that VF says cannot connect, then it's their database that's wrong.

[Mark]

Hoi @Lozza1 Let's see if we can get to the bottom of the delay for you. Pop our Social team a private message with a link to your pos here and you full address and they'll be more than happy to look into this for you.