Disconnected by OpenReach Before Joining New Provider

J_B

Welshy_78 said:

But I need the internet service to be able to do my job so that I get paid and can pay my mortgage. £5.27 a day will not cover my mortgage and other bills if I lose my job.

Maybe speak to your employer or go back to the office perhaps?

iniltous

To be blunt , you are a customer of VF , not Openreach, you only have the VF employee ‘word’ where the problem was , but OR don’t deal with ‘orders’ , in the way you and presumably the VF employee think .
If your FTTP provide was delayed ( these things happen ) , and the order raised by VF was as a migration then the cease of the TT service is also delayed , basically the cease is ‘pending’ , it only progresses when the provide is closed off as complete, obviously the provide isn’t complete hence chances are a migration wasn’t raised by VF.
 If VF didn’t raise a migration but a ‘new’ service order, and this is quite likely given that you were moving onto a different network ( FTTC to FTTP ) ,albeit both run by OR ,  that does not hold the cease ‘pending’ , it simply has a date to be actioned,  if VF knew OR had delayed the provide , then VF should have advised you to call TT to change the date on the FTTC cease or done it themselves.

Obviously if you were getting a new service ( this is normal if you were not keeping the phone number from the TT FTTC service ) , VF could have told you that you were responsible of advising TT of the date you want them to cease your service, and to be frank , if using it for business purposes it would have been prudent to have an overlap with both services running simultaneously,  , only ceasing TT when the VF service was confirmed in and working.

OR work to the dates agreed with the ISP , orders linked together are dealt with together, delay one , by default, delays the other, if the VF and TT orders were not linked , then the TT date needs an eye kept on it , it’s not OR’s job to second guess a standalone cease of TT service…what’s more cease work isn’t actually physically done ,, no OR engineer goes into the network to remove connections ,  it’s a accounting date ( when TT stop being billed by OR ) the fact that it was a week after the date when you actually lost TT service, is more likely to be when TT switched off your service at their end , rather than OR intervention.

southsidergs

Welshy_78 said:

southsidergs said:

Welshy_78 said:

I've raised a complaint with Vodafone and all they offer is the £5.27 a day compensation for a maximum of 60 days

This always make me laugh, "all they offer" yes it's a terrible situation but the service isn't costing anywhere near that so it's acrually very generous

But I need the internet service to be able to do my job so that I get paid and can pay my mortgage. £5.27 a day will not cover my mortgage and other bills if I lose my job.

In that case may I suggest actually getting a business account? It's been pointed out business accounts get priority plus a residential account will not cover you for loss of work etc, want the protection get the right type of account ultimately

onomatopoeia99

Welshy_78 said:

southsidergs said:

Welshy_78 said:

I've raised a complaint with Vodafone and all they offer is the £5.27 a day compensation for a maximum of 60 days

This always make me laugh, "all they offer" yes it's a terrible situation but the service isn't costing anywhere near that so it's acrually very generous

But I need the internet service to be able to do my job so that I get paid and can pay my mortgage. £5.27 a day will not cover my mortgage and other bills if I lose my job.

You have no contract with Openreach, it is entirely on Vodafone to sort this out as you do have a contract with them. 

All Vodafone are doing it the moment is playing pass the buck and blaming an organisation you have no remedy against which gives you an idea of the quality of the outfit you have contracted with, and because they are a cheap and nasty ISP that no-one should consider for a business or employment critical service, you are getting cheap and nasty fault resolution in the form of "it's too difficult for us to cope with, you can leave without penalty before your minimum term is up so we don't have to talk to you any more", which is not service at all.

You won't get consequential loss compensation on any kind of account, not even with a private circuit, you would need insurance for that.  What you will get with picking a good ISP rather than a cheap ISP is them being proactive in getting problems solved rather than washing their hands of it like the ISPs so beloved of expert moneysavers due to the "deals" they can "blag".  Here's a list of some good ISPs that provide service over the Openreach maintained local loop for the next time you switch:

Uno
Aquiss
A&A
iDNET

None of them are cheap, but consider the difference between paying an extra £20-30/month and not having an income?

In the meantime, start commuting to the office again since you must have done that before lockdown.

Neil_Jones

Welshy_78 said:

southsidergs said:

Welshy_78 said:

I've raised a complaint with Vodafone and all they offer is the £5.27 a day compensation for a maximum of 60 days

This always make me laugh, "all they offer" yes it's a terrible situation but the service isn't costing anywhere near that so it's acrually very generous

But I need the internet service to be able to do my job so that I get paid and can pay my mortgage. £5.27 a day will not cover my mortgage and other bills if I lose my job.

Just because you "can" work from home (or could work from home) doesn't mean you have to work from "home"/your four walls.

Suggest you  find another internet connection (you could probably go and sit in McDonalds or the library all day) or go into the office.