Moving home but Vodafone can't transfer to new address - cancellation process? Confused!

[Huisie]

I am moving home shortly and contacted Vodafone to move supply to new address.  I had checked a couple weeks previously online and the website reported I could get supply at new address.

Howver, when I called, they said they did not supply my new home.  Seeing as it is down the road a hundred yards, this seems a bit odd, but there you go.  I asked my options and how much I would need to pay in early termination fees.  I was pleasingly surprised to say they wouldn't charge me any fees.

The person on the phone then asked if they wanted me to activate the cancellation, which woudl be "immediate" - sometime in the next 6 days.  As I srtill have 2 weeks at my current address, I asked her not to do so.  She advised to call back closer to the time.

I called back today and was told that, as they can't verify my new address, I would first have to supply proof of such and take it into a Vodafone store.  Basically, take a bill or somesuch with my new address on.  I can understand they want to verify address but they don't do that when you book a service.

2 different pieces of advice - which one is correct?  Do I call them again and see what that person says?

[Jayach]

---

@Huisie wrote:

2 different pieces of advice - which one is correct?  Do I call them again and see what that person says?

---

I suspect if you do that, you will just be told something different, they seem to make it up as they go along!

[Huisie]

It's not just them - getting the run-around with other services I am trying to move to new address.  Advice changes every time I call them.  I can't remember a home move remotely this difficult. 

[Huisie]

I appreciate Jayach taking the time to respond but it doesn't answer my question, I'm afraid.

Do I call Vodafone again and request cancellation or do I wait until I have proof of new address then visit the nearest Vodafone store?

Does anyone on this forum, perhaps a moderator or Vodafone representative, have a definitive answer, please?

Or, if someone has been through this process, could you please advise and let me know your experience?  Thank you in advance.

[Amanda]

Sorry for the delay getting back to you @Huisie - as we're unable to provide the service to you new address we'll cancel your service without penalty and you shouldn't need to provide any verification for the new address.

You'll just have to contact another provider about activating a new service with them, as your service with us would just be a straight forward cancellation - providing you don't want to keep your landline number. 

If you do need want to take your number to your new provider, you'd have to move this to them whilst it was still active to us - you'll need to check with them if they're able to do that as part of a home move. 

So we can double check why you've been asked to take proof of your new address in store, please come and speak to my team via social media. 

To save you having to repeat yourself to us, please include a link to your community post 🙂

[Huisie]

Hi, Amanda - I did as you suggested and contacted yourselves via Twitter DM.  A person identiifying themselves as Amber replied to me but, after she asked a question about my issue did not respond further. I tried messaging her a few times but got no response.

I am worried something might have happened to her so am replying to you to alert you.  I don't know how else I can alert Vodafone. My worry is she works from home and some incident has occurred.  I hope you spot this and can check on her.

If anyone can advise how I can alert Vodafone, I would appreciate the info.

[Jayach]

The T&Cs do say that "reasonable evidence of your change of address" is required, without specifying what that may be. 

[Huisie]

Well spotted, thx Jayach! 

I started a Twitter DM as advised by @Amanda but the representative went radio silent.   Hopefully, she is ok and Vodafone will help me sort out this issue further. 

I can see why proof of address would be a requirement, just want to be sure I am following the correct steps.

And a tip of the hat to Vodafone - it is very good of them to offer to cancel without penalty if they can't supply a new address.  Considering how tough current circumstances are in this country, it is a big help.

[Amanda]

Thanks for sharing that @Jayach - I personally haven't come across our Cancellations team requesting this before - that's good to know for future reference that it may be requested.

Thanks for keeping the thread updated @Huisie and also for your concern -  I can see Robyn has since replied to your last message. 

It looks like Amber picked up your initial messages and then it was routed through to our specialist Home Broadband team within social media - she's absolutely fine 🙂 

[Huisie]

Hi, @Amanda - thx for getting back to me, glad to hear there was no issue with Amber.

I have replied to Robyn and asked her what option I should choose.  I will update here with steps to follow once I am advise.