Vodafone - where do I stand when they can't connect me?

petyag

Hello, apologies for the long one, but I am not quite clear on what my right are here.
I took a contract with Vodafone for fibre broadband in Nov 2024 (Full Fibre 910 Plan for 24 months).
It turned out that they can't connect me right away, CityFibre engineers could not install the cable. On 20 Dec I got an email by CityFibre (not Vodafone) that due to technical difficulties they are cancelling the order. At this point I called Vodafone, which said that apparently it may take 3 months for the installation and this is why CityFibre are cancelling the order. I did not receive an email or message that Vodafone are cancelling the order, only from CityFibre. On the call I told the advisor from Vodafone that I am happy to wait for 3 months for a better service, and he agreed with me suggesting to call them in January again if I don't hear back from them until then. In January I received an email from Vodafone saying "We are sorry for the continued problems ....  we are working hard with out suppliers .... To help make up for the inconvenience, you'll continue to get compensation for up to 30 days from the date of this email.". Vodafone have a compensation promise, £6.10 per day for each day they can't connect you. When I received this email, I though that they are still on track, so I have to continue waiting and won't need to contact them again. 
Then in mid-February CityFibre engineers did some work in front of my house, they installed cables. I waited few days after for Vodafone to contact me, but when no one did I gave them a call. On that call Vodafone advisor said that they can't connect me and that the service was cancelled in December, and that is that. I then questioned their communication, as I have not received an email / message / letter that they are cancelling the service; and raised a complained. Now the complained was escalated, Vodafone offered me 4 days of compensation for failure to connect me (£24.4) + £60 for my troubles (after haggling), instead of £256.20 which I believe that the delay should cost considering they never explicitly cancelled the service. I refused the offer and asked that the case to be escalated further, I was not happy with the pressure the advisor put me, and the claims that since I called them and they told me that the CityFibre have cancelled the service, they have no obligation to notify me in addition. 
So, where do I stand? At this point I am not about the money, but the feeling I got of being bullied and ignored, with no clear communication provided. 
Thank you for reading!

Aylesbury_Duck

Have you been charged the monthly direct debit for the service?

petyag

Aylesbury_Duck said:

Have you been charged the monthly direct debit for the service?

No, they couldn't connect me, so the service never started.