Landline Fault Compensation

ilcplayer

Hi All,

My Grandmother is with Vodafone for Broadband & Landline and a few weeks ago she had loss of landline service due to a BT Issue in the area (Landline just buzzing, constantly busy when trying to call) Raised with Vodafone and indeed an Openreach fault in the area and sounds like they have to dig the road up.
Now this issue is fixed as the broadband contract was renewed and they've moved to digital VOIP so no longer going over the landline.

However Vodafone are telling me they do not compensate for loss of landline, I was under the impression with Ofcom that they would and there would be daily comepnsation.
The Vodafone website mentions no landline compensation if the issue is over VOIP however this was before that changed - Anyone have any advice? Broadband was working through this time.

Thanks!

diystarter7

Hi
Interesting thread. We are with sky
For the first time ever our landline went for several days but funnily the net still worked.
It would be interesting to know what posters thought about your situation

Thanks

Keep_pedalling

If it was out of service for more than 2 day then the compensation should be automatic at £8.40 par day. 

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

Peter999_2

I had the same thing with my parents on TalkTalk last year.    Landline not working but the broadband was fine.    It took about two weeks to fix it - openreach had to do something in the cabinet.      They got over £8 a day (starting from 2 days after they reported it to when it was fixed).   It just appeared in their bill as a credit.

ilcplayer

That's what I thought, currently having an argument with Vodafone on live chat about this - So I believe I'm correct in the compensation should be due even if it was was just landline? As Broadband was OK throughout.

I appreciate that from now, as the connection is on VOIP that it doesn't apply but this issue was for a couple of weeks before the move to VOIP so I'll fight this one

ilcplayer

However "I would like to inform total loss of service means complete broadband service also impacted" - Going to have to check the terms!

Peter999_2

The landline is a seperate service to the broadband - totally unconnected when it's not VoIP.  Therefore if the landline is not working it is a total loss of that service.

If you think about it, you could lose the broadband but the phone line still works and Vodafone could say that that was not a toal loss of service.

ilcplayer

Yup, both people I spoke to on the live chat/manager insisted that it was the services together but they couldn't actually state this in the terms anywhere, just directing to their website - I'll give them a call and see if I get any joy on this one otherwise looks like i'll have to raise this a bit futher.

As you said above, makes sense more over VOIP as it's via the broadband connection but as said, the fault was before this so we shall see, very frustrating!

iniltous

There is a restriction where a fault or delay in installation that affects both telephone and broadband doesn’t entitle the consumer to two lots of compensation, one for telephone and another for broadband, but if either service is effectively unusable then compo should be paid automatically, but they need to have recorded the loss of service in their systems, and obviously recorded the restoration of service to work out the number of days compo is due.
If in this case , they said something along the lines of , if the broadband is working , we will convert your telephone to VoIP to get around the telephone problem, they may never have recorded a fault and simply raised an order to convert you from PSTN to VoIP , if they have , there  may not be any record of the fault, ( so no info about it’s duration ) in those circumstances you may struggle to get ‘automatic’ compensation