Vodafone broadband at new property.

jeff_chandler

Hi all. On 28th March we moved property, we only moved 400 meters but to a Bungalow. At our old property I had four months left on a full fibre broadband contract. 

I contacted Vodafone who made arrangements with Openreach. It was ten days without land line and internet before they connected us. When I contacted Vodafone regarding the move, all I wanted was the Broadband contract to continue at the new property. 

Once I was connected I was contacted by Vodafone saying it wasn't full fibre and the cost would be two pounds extra. I struggled to understand the agents English, He mentioned it would be two pounds extra per month, I did emphasise all i wanted was the contract to continue at this new property. 

I recently received an e mail saying welcome to Vodafone and this was my first bill?.
I contacted them today and it seems i agreed to a new two year contract? I never agreed anything of the sort. Because of the move they have set up a new contract but on the old copper broadband and not full fibre which the previous owner had. What are my rights. 
Kind regards Jeff

400ixl

So are you saying that OpenReach came and physically removed the fibre cabling and ONT and replaced it with copper and a master socket?

Or that you had full fibre in your old property (FTTP) and your previous owner was on part fibre (FTTC) and they have moved your contract over onto the FTTC service rather than upgrading it to FTTP?

Most FTTP enabled exchanges have a stop order on any provision of FTTC services.

jeff_chandler

No. Openreach came to install a land line for which there wasn't one. He connected the old router and told me that it was the old copper and not full fibre.  I know the previous owner was on Virgin full fibre broadband.  Only when the agent called me did he mention there was no full fibre. I struggled to understand the agent, his English wasn't the best. Seems I agreed to a new two year contract, news to me. 

400ixl

Ok, so it isn't a case of them replacing fibre for copper. Virgin use a completely different infrastructure to Openreach.

Sounds like there was still a ceased Openreach FTTC line to the house and you had purchased either a 34 or 72Mb service which could be provided by that.

Still unusual if FTTP is available for Openreach to commission an FTTC line as there is usually a stop sell order.

Even though the properties were only 400m apart, are they on the same exchange? Our village for example is fed by two exchanges so have the village can get FTTP and the other half on FTTC.

iniltous

There is also the possibility that the OP was with Vodafone but on City Fibre FTTP network , and although only 400m away the new address didn’t have City Fibre FTTP available, hence VF not simply ‘home moving’ the service, and TBH , they have no legal requirement to do a home mover .

If someone moves home within a minimum term they are breaking the terms of the contract, companies that do offer to move service and keep the existing terms , including the previous minimum term are not obliged to offer it , they do it for retention reasons.

If the terms of the new deal are unacceptable, cancel ( if within the cooling off period ) pay any early termination charges at the old address ( if there are any ) and use someone else at the bungalow, especially if only Virgin can offer acceptable speeds  , then obviously use them , it’s not that unusual for someone moving home to not get the same speeds as they had at the old property, but that’s a choice , accepting no ETC and whatever service can be supplied, or pay ETC and use whoever can provide the best speed if the current provider isn’t the fastest in the new property 

jeff_chandler

After almost half hour I got to speak with someone. According to what this person told me, they should have continued with the previous contract but at the time of installation mentioned full fibre wasn't available to this property. 
They agreed to continue until the two year contract expires.