Moving house confusion

[cbetreen]

Hi there,

I have recently moved house and have some queries, My main issue is that I have been paying a standard charge for a long time of £23.99 a month for Fibre 2. I was told when I moved that all I needed to do was to take my router with me and plug it in on the move date (28th February). Great... or so I thought.

When I plugged the router in on the 28th, I had the flashing internet light still on the 2nd March. After many online chats and a phone call, they told me that my order has been inadvertently cancelled. They did then resolve the issue and I now have working broadband. My other issues though are as follows:

- My March bill is much higher than normal £57. I have been told that it is because I have to pay a one off line rental fee on top of my normal bill. The only thing I can think of is because I have moved into a FTTC property, where before I was using FTTP. Is this the reason and is it correct?

- Secondly I randomly received a new router today in the post which I don't need. Just makes me think something has gone wrong somewhere, but I have run out of energy with the customer support team.

Any help/feedback would be appreciated.

Thanks.

[Jayach]

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@cbetreen wrote:

- My March bill is much higher than normal £57. I have been told that it is because I have to pay a one off line rental fee on top of my normal bill. The only thing I can think of is because I have moved into a FTTC property, where before I was using FTTP. Is this the reason and is it correct?

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I have never heard of a line rental fee, There can sometimes be a fee if a new copper line has to be run in because one didn't already exist, but as far as I know Vodafone doesn't charge for even that.

The change from FTTP to FTTC could explain the new contract as they could not provide the same service at your new home.

As you have effectively started a new contract I would expect you to be paying the new customer rate of £25.00 for Fibre 2 (unless you can negotiate a discount, as it is not your fault they couldn't move the exiting one.), but the first bill is usually a bit higher to account for the number of days your broadband will be working before the start of the charging period.

I would ask them to explain the line rental fee, in writing, if they can't give you a reasonable explanation over the phone.

If dealing with the standard CS doesn't get anywhere, ask them to raise a complaint, or do it yourself here:

Complaints Code of Practice | Vodafone UK

[HappyNomad]

Strange things happen with billing… Not moving house but with my contract getting to about three months left, I got in early and renewed to secure a better price than going out of contract and then renewing may have given me.

Mission accomplished in a satisfactory way but then, my end of January bill was for something like 5 days and the February bill was for about 55 days.  The two bills added together is precisely equal to one month at the old per month cost plus one month at the new per month cost.  The old and the new per month prices are not wildly dissimilar and I am entirely happy with the charges but it does seem an odd, even convoluted way of billing.

I sometimes think that corporate thinking says that if the customers don't entirely understand what is going on with utilities billing, they are less likely to raise complaints about billing.  🤔