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Vodafone and Openreach claim that full fibre is available in our area, which sounds great, but they should ensure the infrastructure is actually in place before advertising it on their websites.
Here's my situation: For 12 years, we've had problems with our service due to a faulty underground BT joint. Every couple of weeks, we'd lose phone and broadband. Openreach confirmed that the only fix is to switch to fibre. So, as a Vodafone customer, I was excited to see their fibre plans, despite there being no visible infrastructure. We ordered fibre in August, and Openreach came out, but even their engineer wondered why companies advertise fibre when there's no infrastructure in place. He marked some lines with spray paint and said he’d follow up. Later, Openreach emailed me with photos of where they would dig to install the fibre.
Last week, I asked Vodafone about my order, and they said they had spoken to Openreach and gave me a go-live date of the 23rd. But it’s now the 20th, and no digging has been done. Since I have an install date, I should be entitled to £7 per day in compensation if they miss it.
As an experiment, I checked TalkTalk's website on August 23rd, entered my details, and was told I could get full fibre installed by September 3rd. It’s shocking that they would promise fibre within four days when there’s no infrastructure in place.
Why don’t these companies coordinate better with Openreach? False advertising like this leaves customers frustrated. Vodafone has three days to dig up the road and install the fibre, but I doubt it will happen.
Is anyone else facing the same issue?
My situation highlights a common issue with the rollout of full-fibre broadband, where service providers advertise availability without the necessary infrastructure being in place. It's frustrating and raises several concerns, especially when customers are promised services that can't be delivered within the given timeframe. Here are some key points and potential actions to consider:
1. Premature Advertising and False Promises
Problem: Broadband providers like Vodafone, TalkTalk, and others sometimes advertise full-fibre availability based on projected infrastructure rather than current readiness. This can lead to customers signing up for services that aren't actually available yet.
Consequence: Customers are left waiting, often without clear communication, while companies scramble to meet the promises they've made.
.2 Lack of Coordination Between Providers and Openreach
Problem: Openreach, which owns and manages much of the UK's broadband infrastructure, may have plans to roll out fibre, but these plans aren't always fully communicated or coordinated with ISPs (Internet Service Providers).
Consequence: ISPs may offer services based on these plans without confirming the actual readiness of the infrastructure, leading to missed deadlines and customer dissatisfaction.
.3 Right to Compensation
Good News: As you mentioned, under Ofcom rules, you are entitled to compensation if the promised service isn't delivered on the specified date. This compensation can help offset some of the inconvenience caused by these delays.
Action: Keep all communications and promises in writing, such as emails or messages from Vodafone or Openreach. If the service isn’t live by the 23rd, be sure to request the compensation you’re entitled to.
4. Testing Availability on Other Providers’ Websites
Observation: You mentioned testing TalkTalk’s website, which promised fibre installation within four days. This is a clear example of the discrepancy between what’s advertised and what’s actually possible. It suggests a systemic issue where ISPs might not be fully aware of the actual state of the infrastructure.
5. What Can Be Done?
Raising Awareness: Sharing your experience with others can help raise awareness of this issue. If many customers voice their frustrations, it might pressure providers to improve their coordination and communication with Openreach.
Formal Complaint: If Vodafone fails to meet their go-live date, you could escalate the matter by lodging a formal complaint with them and, if necessary, with Ofcom. Documenting everything will be key to making your case.
Social Media and Forums: Sharing your story on platforms like social media or broadband-focused forums might connect you with others experiencing similar issues, and together, you might gain more attention to the problem.
.6 Future Considerations
Due Diligence: Before signing up for fibre services, consider doing some independent research on the status of infrastructure in your area. Contact Openreach directly if possible to get a clearer picture of when fibre might actually be available.
Alternative Solutions: If fibre isn’t available, check for other types of broadband services that might offer better reliability in your area, such as VDSL (FTTC) or even mobile broadband as a temporary solution.
This highlights the growing pains of broadband infrastructure upgrades, but also the importance of transparency and communication from service providers. Hopefully, your situation gets resolved soon, but in the meantime, sharing your experience can help others navigate similar challenges.
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