Order Status

[garetc]

Hi all,

After a lot of back and forth Vodafone have finally corrected an error and updated their system to confirm I can get FTTP (already have it with BT).

Tried to place the order online and I kept getting an ‘unknown error’ and then another advising I needed to reduce the value. £45 for Pro II doesn’t seem that much considering I used to have 5 lines with them! I called up and placed it over the phone with a really helpful guy called Dan, took a bit of time but finally got there. 

Order says ‘Confirmed’ on the tracker web tracker,  when I log in to my account it says:

“Home delivery

Your order is being processed

Pro II Full Fibre - 900

Deliveries

1 package to be sent”

I’ve received contract summary, useful information, Digital Voice and confirmation of order emails. Does that mean that it’s all accepted and the check is fine or do they have to do anything else behind the scenes?

I’m an existing customer, have 2 lines with Vodafone, one which I recently upgraded via CPW. 

@BandOfBrothers @chistery any ideas? 

[garetc · Accepted solution]

Turns out the order is confirmed/accepted but Openreach say there’s no space in the cabinet so have cancelled the transfer from BT. Really annoying after all that back and forth to get them to update the system to show we’re actually in a full fibre areas. 

I’m clearly not supposed to have Vodafone home broadband so am giving up! 

[Jayach]

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@garetc wrote:
Turns out the order is confirmed/accepted but Openreach say there’s no space in the cabinet so have cancelled the transfer from BT. Really annoying after all that back and forth to get them to update the system to show we’re actually in a full fibre areas. 

Bit confusing, as FTTP connections do not use "cabinets" as such. That is an FTTC consideration where the connections are physical rather than logical. (unless I'm missing something)

[garetc]

I don't think the sales guy knew what was going on really, he was just quoting notes on a system and didn't really know where to go or who to ask. BT Wholesale / OR's website show's that whatever the guy said was wrong:

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Property fed from the rear.

ONT exists with no active service. A spare port is available. A new ONT may be ordered.

The only thing that's incorrect is it says we don't have an active service, we currently have Fibre900 from BT and have done for the last 18 months.

The only thing I can think that might be causing confusion is that there was an issue some time ago. A contractor was pulling fibre in the area, worked on our pole and managed to knick the fibre which knocked out the port serving us. It was reported and the manager for OR fibre in the area came out to look at it himself as it was quite early in FTTP being rolled out. Rather than spend weeks going back and forth to get it fixed he switched us to another to resolve the issue but that should still be fine for Vodafone to take over the service.

I've emailed my complaint handler who sorted out the address not showing as FTTP to see if he can help me. My initial problems and the credit message was due to a system error, if I have to go with another supplier it'll mean a 4th credit check after the 3 Vodafone ran today. If he can't sort it out I might end up sticking with BT, their customer service is better by miles but they are very expensive. Could always look at Plus.net who don't check and are part of BT. Vodafone's 6E router, satellite and 4G backup is great value, saving works out to be about £670 cheaper than I currently pay BT.

It feels very much like hard work to spend more money with a company who don't seem to know what is going on or  value their customers - It's quite frustrating! 😠