Vodafone disconnection question

Monsterstereyebrows

I was emailed by Vodafone to tell me they were switching me to fibre I did not respond as I did not want fibre at the moment. Then city fibre text to say there enginer was coming out on the 11th December I replied to the text declining appointment. Engineer turns up on 11th told I did not want fibre the moment OK he said. City fibre manager phone 1 hour later told him did not want it at the moment.

Thought that was it but no 17 days later vodafone disconnects service as system auto does this. I just wanted to stay on copper until middle of year. Now they say cannot reinstate copper only fibre. My question is is this acceptable to simply disconnect a paying customer without warning and leave them without a service for 18 days? 

elsien

So in the email that you ignored, does it say anything about what would happen if the planned switch didn’t go ahead? 

Monsterstereyebrows

No it does not say anything

born_again

Monsterstereyebrows said:

I was emailed by Vodafone to tell me they were switching me to fibre I did not respond as I did not want fibre at the moment. Then city fibre text to say there enginer was coming out on the 11th December I replied to the text declining appointment. Engineer turns up on 11th told I did not want fibre the moment OK he said. City fibre manager phone 1 hour later told him did not want it at the moment.

Thought that was it but no 17 days later vodafone disconnects service as system auto does this. I just wanted to stay on copper until middle of year. Now they say cannot reinstate copper only fibre. My question is is this acceptable to simply disconnect a paying customer without warning and leave them without a service for 18 days? 

Did you respond saying you don't want to? Other than just replying to the text the day before the engineer was due?

Many of which are non reply messages.

iniltous

Vodafone use various networks to deliver services to their customers, if you were with Vodafone on Openreach , even if they would prefer you to be Vodafone on City Fibre (and FTTP )  , they cannot simply move you over , for one thing , you could live in a rental property and the landlord would have to give permission for the City Fibre connection.

I suspect what’s happened is VF asked you if you wanted to switch with the option of staying on Openreach, but the offer was one where they assume if you don’t reply it’s you accepting the offer to move to City Fibre  ( so you have to opt out of the change  , rather than opt in ) , because you didn’t reply , the change to City Fibre was started , obviously you refused when City Fibre turned up , but VF are so useless, they didn’t stop ceasing  your service with Openreach, leaving you with no service at all.
TBH , you could probably use this F**k up by VF to move to a different ISP on Openreach if you wanted, in fact why would you want to continue with them after this ?

Monsterstereyebrows

Thanks that's exactly what happened however it's now impossible to be connected to copper as openreach assume new supply and my exchange is now over 75% on fibre so will not do it. Only option is fibre now so stuffed. Awaiting call from complaints within 24hrs but of course no call! Really frustrating. 

MattMattMattUK

Copper is being phased out, and literally ripped out at the moment, the choice was probably move, or be disconnected, why do you object to the fibre line?

iniltous

If as well as City Fibre FTTP there is Openreach FTTP available, then although for many people this would be a great position to be in , if it doesn’t suit your needs , then unfortunately ( as you have found ) returning to an ISP using Openreach on copper will be difficult if not impossible, because once FTTP from Openreach becomes available in an area it becomes their default network, so because VF messed up , the chances are you won’t get back onto your previous copper pair with VF  or anyone else.

Monsterstereyebrows

Intiltous you are correct by vurtue that VF system auto cancelled the service it's not possible to go back to copper.

As I was disconnected due to VF error of their system and without service for 18 days I believe I should receive the £9 or so a day compensation for no service? 

 

MattMattMattUK

Monsterstereyebrows said:

Intiltous you are correct by vurtue that VF system auto cancelled the service it's not possible to go back to copper.

As I was disconnected due to VF error of their system and without service for 18 days I believe I should receive the £9 or so a day compensation for no service? 

I am not sure it was VF error, you ignored the email, attempted to cancel via text and then turned the engineer away, you might find you have effectively self disconnected. 

QrizB

MattMattMattUK said:

I am not sure it was VF error, you ignored the email, attempted to cancel via text and then turned the engineer away, you might find you have effectively self disconnected. 

That is certainly my impression from this thread.