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

I would definitely get some sort of "hard copy" of them agreeing they can't supply to your new address (perhaps a transcript of a live chat), just in case they try to deny their inability to supply service after you move.

Vodafone seem to change their mind about what address's they can and can't supply more often than I change my socks.

[Huisie]

Thx, Jayach

Hope for the best, prepare for the worst? 🤔 Appreciate the advice. 👍

[Huisie]

Final update, in case the info may be of use to anyone:

I got conflicting info from Vodafone via Twitter but the consensus seems to be if Vodafone cannot supply service to a new address and you are in contract, you need to provide proof of new addess by going into a Vodafone Store.  They will then cancel your contract without paying termination fees.

Unfortunately, Vodafone's systems seem screwy, at present.  I was advised via Twitter by Vodafone to call the Home Move team, confirm they had my moving out date and that they couldn't supply service to my new address  - basically, just to make sure this was all recorded on their systems.

Surprise, surprise - their systems reported that they could supply service to my new address, after all.  However, as it is recorded that they informed me on two separate occasions they couldn't do so and I have since booked service via another provider, they say that I can still cancel without paying early termination fees.  I just have to visit a Vodafone store with proof of new address.

[Jayach]

OMG, you couldn't make it up!

I felt sure they would suddenly find they could provide it after all.

Good luck, your new supplier couldn't possibly be worse.

[Huisie]

Thx, Jayach - hopefully, things will go smoothly once I move.

On a positive note, Vodafone support have been responsive and stuck with my issue, trying to resolve it.  I haven't struggled to get in touch with them, either. I'm grateful for their efforts.  Their systems seem to be letting them down but hopefully it is a temporary situation. 

I wonder if it might be something to do with the damage caused by the recent high winds and storms.  There was a report on local evening news in Devon (I'm in Bovey Tracey) earlier this week about OpenReach working overtime to restore phone and broadband to thousands of homes around Devon.

[Jayach]

---

@Huisie wrote:

Their systems seem to be letting them down but hopefully it is a temporary situation. 

I've been here nearly 2 years, and have found the people try their best to help, but they don't seem to have access to the correct information/support. Whether that is lack of training or poor IT support systems I don't know, but it's definitely not temporary.