Need advice with my Vodafone Broadband and VOIP

true_blue_2
true_blue_2 Posts: 12
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edited 27 November 2023 at 8:37PM in Broadband & internet access
So I used to be with plusnet and they were happy to continue giving me phone and broadband until they take down the copper cables in 2025 or wherever its happening, but it was more than what others were offering so I moved to Vodafone under the explicit agreement that they could transfer my number over to their VOIP service.
The switch date comes and nothing happens, long story short after a days worth of calls and pointless talking, I had to ring plusnet and get them to release the line so that Vodafone could take it, but that meant another 2 week delay without phone or Internet. 
Two weeks later, an openreach man comes out and does the work and both phone and Internet are working fine. Yippee!! 

Another two weeks go on and a lady from Vodafone calls me (today) and says she's sorry about the issues I've had with the phone but they can't fix it and have to give me a new number. I'm surprised and a bit shocked as I've had no issues with it. It's worked fine for me, although I haven't used it tons so I can't vouch for it 24/7. 
She said that there is a problem and they've tried to solve it but something to do with the file for my number won't save properly and they need to give me a new number because they can't have me without a phone in case of emergency. She gave me 2 options, I can change the number or they can terminate the contract and I can try get someone else to transfer it. 
But neither of those options are viable for me. I only chose Vodafone because they offered to retain my number, and I would not have left plusnet if I'd known that it could not be retained. 
My guess is also that if Vodafone are having issues with it them everyone else will too, so I'll have lost the number entirely and they get out of whatever trouble they're in which personally, I think they've broke some kind of rules and are afraid ofcom will find out. I don't think there is anything wrong with the service at all. Its about them trying to save themselves. But I could be wrong. She did offer compensation at £9.30 per day since the service was installed, or something like that. But I'm really not interested in it. I just want my number and broadband to work. 
She is calling me back on Thursday to find out what I want to do.

Hoping someone on here can tell me what's actually happening and what I can do about it. What a nightmare 😕

Cheers!

Comments

  • M25
    M25 Posts: 114
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    If you have genuinely lost the previous number then that is the end of things. There must be a set of steps their engineers take to retrieve the number. 

    Why are the options you've been given not viable? You have a full service and have likely lost the old number you had (it was never your number you were borrowing it only).

    I moved to Vodafone and they kept my number no problem. Had they not it would not have been the end of the world but I'd of asked for more compensation/a goodwill payment.

    Vodafone are quite good at goodwill gestures.

    Either stay or leave.
  • M25 said:
    If you have genuinely lost the previous number then that is the end of things. There must be a set of steps their engineers take to retrieve the number. 

    Why are the options you've been given not viable? You have a full service and have likely lost the old number you had (it was never your number you were borrowing it only).

    I moved to Vodafone and they kept my number no problem. Had they not it would not have been the end of the world but I'd of asked for more compensation/a goodwill payment.

    Vodafone are quite good at goodwill gestures.

    Either stay or leave.
    It seems you don't really like reading whole posts so I'll shorten it for you...

    Vodafone said they'd retain the old number from plusnet, which, after some difficulty and delay, they did do, and it has worked fine for 12 days. 
    Now they are insisting on changing the number because of "issues" on their end "with the file on the server".

    I don't really understand what they are talking about, and it just feels like they're creating a problem where there wasn't one.

    So I am hoping someone on here can shed some light onto it. The phone works fine, but they're telling me it doesn't and it has issues. I don't really trust them and the way they're being vague about it. It feels like they're not telling me the whole story. 

    I also have an advanced understanding of networking and have worked closely with computers, routers and servers for 20 years. So I'm not the everyday confused mumbling fool who mishears things. So I'd appreciate if you could take my post more seriously.

    Cheers

  • iniltous
    iniltous Posts: 2,978
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    edited 28 November 2023 at 12:35PM
    How are you currently accessing the VF phone service, from the copper pair phone  socket ( so the same way as when with a Plusnet ) or via the VF router ?
    If you have the number you want and it’s working from the VF router , then VF don’t seem to know what they are actually supplying you with , and its nonsense to say they can’t provide what you want ( you already have it  ) , but if your phone is still plugged into the copper phone socket , then although badly explained , your phone is still PSTN ( not VoIP ) and for whatever reason VF cannot port the number from PSTN to their version of VoIP .
     If your telephone is from the copper phone socket , I wonder who is supplying it , Plusnet , if it’s VF over the PSTN network it’s odd they cannot arrange to port the number into their own VoIP systems 
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