Vodafone cancelled my broadband contract without warning. Any advice?

[onecanvandamme]

So.... this is nice.

Bearing in mind Vodafone state "Keeping the UK connected is our main priority"...

Last night, 22nd June 2020, my home broadband service stopped. It had been running since 24th Feb 2020. This morning I rang Vodafone.  The assistant said my contract had been cancelled.  They couldn't give me a reason.  He said I have to submit another order but the contract terms would be different (more expensive and longer term).  The sting in the tail is that they would not be able to reconnect me till 8th July, 15 days from now.

My wife is a probation officer and has to work from home and needs a reliable broadband service.  We have other paid for services that rely on a broadband internet connection.

I did notice that they had not taken the previously agreed monthly charges from my account but I had zero communications from Vodafone about the account or intention to disconnect.

Does anyone think this is acceptable?

What do you think I should do about it?

[Anonymous]

Based on what you have told us here I would advise Vodafone that you intend to contact the Ombudsman if they do not immediately rectify the issue.  If they fail to do so then contact the Ombudsman.

You might also want to check with your bank to see if there was a reason the payment was not made!

[onecanvandamme]

Thanks,

What is regarded as an unreasonable period of none delivery of the service?

[MarkD]

Hi @onecanvandamme 

Our Broadband Team would love to take look at this. You can find how to contact them over Facebook or Twitter here. 

[BenGordon]

We are new customers and this has happened to us twice.( vodafone cancelled our contract)

We now have no broadband and have been told it will take a further 14 days to install

We have moved into a new home with all the open reach installed. Vodafone have sent us a router and we don't need an engineer so why is it going to take 14 more days to connect? Vodafone made the error (described as a glitch) which means nothing to me. Vodafone should be pulling out all stops and get us connected. All we want is  customer service advisor to be open and honest and tell us what the problem is but it seems we are going round the houses trying to resolve this. I'm happy to discuss this in an open forum. Ben

[Amanda]

Hi @BenGordon - thanks for letting us know what's been happening. I know how important it is to stay connected and I'm sorry that you're not having the best experience trying to get this sorted. We'll need to take a look at your account, to see what's causing this delay. 

Please come and speak to my team via social media so that we can securely take your account details and if you include a link back to your post, you won't need to repeat yourself either.