Incorrect Broadband Provider on Credit Check

KingGrimlock

Hi all,

I'm trying to transfer my broadband from Sky to Vodafone, as Sky are hiking my price a whopping 13% and so I have a small window to go to another provider. There is a great deal on Vodafone broadband on U Switch - currently offering an extremely generous Amazon Voucher into the deal. Unfortunately, when completing the order on Vodafone's website (via U Switch), my order kept failing right at the end due to the credit check. I've never been in debt (beyond having a mortgage to repay) so I found this odd.

I've just joined MSE's Credit Club (brilliant - thank you!), and nothing on there raises alarm bells, except that is showing my current Broadband provider as Vodafone! Now, I was previously with them until I left them to go to Sky back in October, but even so it is showing as "Up To Date" and last updated 24/02/2024. So this information provided is very recent. It certainly explains why the order is failing, as they must think I'm an active customer due to the credit check (I've checked my old Vodafone account - it's showing as Inactive at their end).

How do I go about getting this corrected? Is this Vodafone incorrectly reporting me as an active customer, or is this Sky's Fault for not reporting me as their customer? I'm not sure who I should be contacting about it. How long does it take to show on a Credit Check once it is corrected? As I mentioned I have a very small window to transfer away from Sky (new company must take over my line by the 28th at the absolute latest or I get hit with early termination fees), so the window is getting narrower each day that passes.

Thanks for any help or advice. Not had this happen before - seems an extremely odd thing to happen!

MorningcoffeeIV

KingGrimlock said:

It certainly explains why the order is failing, as they must think I'm an active customer due to the credit check (I've checked my old Vodafone account - it's showing as Inactive at their end).

That won't be the reason. They don't use a credit check to see if you're an existing customer - and indeed, wouldn't even see it.

Have you checked your other credit files to see if there is an issue on one of them? They may not be using (only) Experian.

KingGrimlock

Yes, I did Cleanscore as well. Same thing, good score. Only thing incorrect is my broadband provider. I'm completely stumped as to why my broadband transfer is failing if it's not that

MorningcoffeeIV

KingGrimlock said:

Yes, I did Cleanscore as well. Same thing, good score. Only thing incorrect is my broadband provider. I'm completely stumped as to why my broadband transfer is failing if it's not that

Don't worry about the pretend score. Only the data matters.

And what about TransUnion?

Grumpy_chap

KingGrimlock said:

There is a great deal on Vodafone broadband on U Switch 

I've just joined MSE's Credit Club (brilliant - thank you!), and nothing on there raises alarm bells, except that is showing my current Broadband provider as Vodafone! Now, I was previously with them until I left them to go to Sky back in October, 

I suspect this is not the credit check that is causing the application to fail.

Vodafone will have the record that you only left them last October (6 months ago).
The deals are often only for "new customers" and "new customers" typically requires that you have not been a customer for at least 12 (or 24) months.
The U-Switch website says "Upgrading customers are not eligible for this voucher offer."
Vodafone will have the record that you were a customer until as recently as 6 months ago and will know whether you are falling foul of their "new customer" definition and therefore class you as an "upgrading customer".

KingGrimlock

I suspect you are correct, even thought they were telling me it was the security check that was the issue. Further attempts claimed I had an existing account (it's inactive - I tried it), so I guess it's the system's way of trying to tell me what you've just explained far better! 

Vodafone were happy to set it up over the phone or online chat, but that may be because they didn't realise I was coming back after six months and going down that rabbit hole would quickly have seen the offer rescinded. So I've played it safe and gone to TalkTalk instead (smaller voucher, but £1 a month less than Vodafone with faster Upload and Download speeds and a slightly shorter minimum contract period, so still a nice deal overall). Not used them before, and they don't seem to have the best reputation, but those I know who've used them in the past have always said they were reliable and recommended them. Fingers crossed they are correct!

Thanks so much for your help both of you. At least I checked my credit report for the first time in 15 years and I can check it more regularly in future now!

KingGrimlock

(sorry Credit check - not security check )