Vodafone cooling off period

Cat1980uk

Can anyone advise me on my rights during the 14 days cooling off period please?

I signed upto the new Vodafone tv and broadband package. It was installed on the 20th October. 25th October I decided to cancel it as picture quality not great and my WiFi kept dropping bars when not in the same room as the router. I contacted Vodafone who said they are sending me a prepaid envelope to return the router and tv box and my Internet will be disconnected tomorrow.

I contacted another company to switch too. They signed me up saying I'd go live today and be sent a router. Nothing has happened so I contacted Sky who I'm going too and they said Vodafone had blocked the order and had cancelled my cancellation request. I then contact Vodafone who say until they receive all the equipment back, they won't cancel my account nor allow me to switch despite requesting to on day 5 of my cooling off period

They have told me to contact Sky and cancel my order with them otherwise tbey can't complete my leaving request!

Help please

elsien

Have you sent the router back?

flaneurs_lobster

I too have cancelled a Vodafone broadband order inside the 15 day limit due to them being of no use.

Recall that it needed to be a full cancellation/reinstatement when I tried to reconnect to my previous supplier.

Was without service for best part of a month.

Might have to ride this out as per their rules, cancel the Sky order, get the kit back to Vodafone, make sure the Vodafone account is shut down.

Is this a new FTTP connection or just a move from another FTTP supplier to Vodafone?

The lousy WiFi connection might be down to their cheap router, was it OK with your previous supplier (who were they?).

Rubbish TV could be a multitude of things.

Cat1980uk

https://forums.moneysavingexpert.com/discussion/comment/82184496#Comment_82184496

No because they have said unless I cancel my switch to Sky, then they won't cancel my account even though in my cooling off period

Cat1980uk

It was a new fibre upgrade that open reach installed. Sky say they will cancel but it will take 7 working days so I'll be out of my cooling off period with vodafone by then. Sky are saying Vodafone are wrong and they can cancel the account as Sky can't take over until the line is free anyway and Vodafone have had written notification I want to leave so as I'm not in contract it should be easy to do. I need Internet on fast as I work from home

flaneurs_lobster

You've got several issues and you need to sort them out separately.

You need clear acknowledged evidence that you have cancelled your Vodafone service inside the cooling-off period. This will be required if/when Vodafone want to charge you for anything other than the bit of the month you've used.

No idea if cancelling Sky order is actually a prerequisite of getting the Vodafone service cancelled but I know that since three parties are now involved (Vodafone/Sky/Openreach) it's never simple. Personally I'd get that cancelled too.

If having internet access at home is as important as you say it is then I'd start looking for a temporary solution now. Mobile internet is the obvious thing to consider.

Are you employed, can your employer help with expenses due to needing extra kit?

I recently signed up to a new broadband supplier, got a new offer from my existing provider the next day that was too good to turn down, cancelled the new order inside 24 hours.

Took a week for the order to clear the Openreach system.

.

Woodstok2000

The Vodafone terms don't mention anything like this - all it says is you must return the equipment within 30 days or you'll be charged.

Im not clear on your timeline, but it appears you may have instructed Sky to start on the day before Vodafone disconnected. That may have caused the issue - i think Vodafone would have had to disconnect first, then sky could take over.

southsidergs

The vodafone "policy" flies in the face of ofcoms one touch switch, they shouldn't be stopping you switching. If they want you to cancel with them.first you'd be without broadband for a bit. Another reason to avoid them imo

JSmithy45AD

You need to get beyond the front line agents so ask to speak to either a manager or the complaints dept. Don't be fobbed off with anything they say. Do be prepared for them to charge you for non-return so make sure to get receipts and keep them for at least 6 months.

iniltous

Who ( if anyone ) were you with before VF , is your service on Openreach or City Fibre network , and are Sky intending to use the same network as VF ?

There are a few things that make what you are doing complicated , but ultimately VF can’t stop you moving to Sky , the OTS system doesn’t really allow for that , but if you called VF and told them to cease your VF service because they allow you to do this (which in itself isn’t always the case , the cooling off period often is from when you order service, not when it’s installed, if it’s not upto your expectations, many ISP expect the chance to get the service working OK before giving a penalty free exit ) …but , if your VF service is on Openreach , and Sky are also using Openreach , and you didn’t migrate normally (that’s contacting only the new provider Sky in your case ) by contacting VF yourself you may have built in a delay , basically Sky have to wait for your VF cease to complete, so it’s not VF cancelling Sky , the system won’t allow Sky to order yet , and if they do , the system (not VF) automatically cancels the new order until the existing cease order is complete.

I don’t know if City Fibre have the same policy , that’s if you were on OR with VF but will be on CF with Sky , although you probably could not anticipate this , you probably messed up by asking VF to cease your service yourself rather than letting Sky do a normal migration rather than separate cease and provide orders , assuming you asked VF to cease before you were properly contracted with Sky .

Unfortunately if you cancel your VF cease , and then do a proper migration to Sky , this may take you instead the cooling off period, so you would need to argue not to be charged early termination charges after the change to Sky .

what will you do if the Sky service is no better than VF , move again ?