Vodafone Fibre - just the usual Vodafone debacle!

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gmball

568 posts

Ultimate Geek

#249379 8-May-2019 13:52

Well that was short lived!

Have been with Vodafone for years with a on account mobile. Thought I'd take the leap and move my Fibre to them also.

Received an email several weeks back confirming Fibre would be connected today 8th May, AM. So took a day off work to be home to make sure the new Vodafone HUB was connected so those in the house were not without internet. Was previously with Spark (had given 30 days notice) for fibre so suspected just a Chorus change would happen at the exchange end.

So this afternoon when the Vodafone Hub wasn't showing connected, I decided to give Vodafone a call.

Just the usual, someone who barely spoke english, repeating over and over again something about my ROM ID, have no idea what that is, and a pending credit check.

Queried why the credit check wasn't processed weeks ago when I ordered Fibre and chose the connection date, she couldn't answer, but approved straight away. Wasn't getting anywhere over the phone so tried online chat to see if the connection would happen today, and have now been told that it cant happen until after Spark have disconnected me later in the month.

So a day wasted. Have now told Vodafone to cancel the fibre request, will now phone spark to keep the connection with them. Anyone want a Vodafone Fibre Hub, suspect I might have one to give away...lol

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#2233004 8-May-2019 14:08

@gmball You should not have given notice to Spark they would of put an order on your connection! Once an order is on a connection you can't place another order on the same connection

rendezvous

194 posts

Master Geek

#2233007 8-May-2019 14:11

Well Spark charge you 30 days after you give notice, so you really have to, or you pay double for a month.

gmball

568 posts

Ultimate Geek

#2233015 8-May-2019 14:31

Linux:

@gmball You should not have given notice to Spark they would of put an order on your connection! Once an order is on a connection you can't place another order on the same connection

I made sure to wait until Vodafone confirmed the install date prior to giving notice to Spark. So once Vodafone confirmed they would connect today 8th May, then I phoned Spark to provide 30 days notice which runs until 17th May.

I was under the assumption that Vodafone could connect today as they would have placed an order on the line prior to me making contact with Spark.

But seems Vodafone hadn't even completed the credit check until today, what sort of company confirms a connection date without running the credit check first?

vexxxboy

4244 posts

Uber Geek

#2233019 8-May-2019 14:42

gmball:

Linux:

@gmball You should not have given notice to Spark they would of put an order on your connection! Once an order is on a connection you can't place another order on the same connection

I made sure to wait until Vodafone confirmed the install date prior to giving notice to Spark. So once Vodafone confirmed they would connect today 8th May, then I phoned Spark to provide 30 days notice which runs until 17th May.

I was under the assumption that Vodafone could connect today as they would have placed an order on the line prior to me making contact with Spark.

But seems Vodafone hadn't even completed the credit check until today, what sort of company confirms a connection date without running the credit check first?

first rule of changing connections , Never cancel your old ISP connection until your new ISP connection is live.

Common sense is not as common as you think.

gmball

568 posts

Ultimate Geek

#2233020 8-May-2019 14:46

vexxxboy:

gmball:

Linux:

@gmball You should not have given notice to Spark they would of put an order on your connection! Once an order is on a connection you can't place another order on the same connection

I made sure to wait until Vodafone confirmed the install date prior to giving notice to Spark. So once Vodafone confirmed they would connect today 8th May, then I phoned Spark to provide 30 days notice which runs until 17th May.

I was under the assumption that Vodafone could connect today as they would have placed an order on the line prior to me making contact with Spark.

But seems Vodafone hadn't even completed the credit check until today, what sort of company confirms a connection date without running the credit check first?

first rule of changing connections , Never cancel your old ISP connection until your new ISP connection is live.

Hence why my old connection is still live until the 17th May. I didn't provide Spark with their 30 days notice until 9 days after placing the order with Vodafone. Also hence why I was paying for Spark until 17th May and asking Vodafone to connect today.

However unfortunately Vodafone decided not to run the credit check until today and process the connection request which now cannot take effect as Spark have had a opportunity to lodge a disconnection request.

Just goes to show how abysmal Vodafone really are.

gmball

568 posts

Ultimate Geek

#2233022 8-May-2019 14:48

I am going to make it one of life's new goals, to tell as many people as I possibly can, not to use Vodafone :-)

Linux

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#2233028 8-May-2019 14:57

rendezvous: Well Spark charge you 30 days after you give notice, so you really have to, or you pay double for a month.

@rendezvous then you end up with this issue and it's not a Vodafone fault

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Linux

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#2233029 8-May-2019 14:58

gmball:

I am going to make it one of life's new goals, to tell as many people as I possibly can, not to use Vodafone :-)

@gmball Much better telling people don't contact your LSP (losing service provider) if you want to change ISP

Linux

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#2233032 8-May-2019 15:00

gmball:

Linux:

@gmball You should not have given notice to Spark they would of put an order on your connection! Once an order is on a connection you can't place another order on the same connection

I made sure to wait until Vodafone confirmed the install date prior to giving notice to Spark. So once Vodafone confirmed they would connect today 8th May, then I phoned Spark to provide 30 days notice which runs until 17th May.

I was under the assumption that Vodafone could connect today as they would have placed an order on the line prior to me making contact with Spark.

But seems Vodafone hadn't even completed the credit check until today, what sort of company confirms a connection date without running the credit check first?

If you are changing ISP only deal with the GSP (Gaining service provider) This must be covered on Geekzone like 100+ times

gmball

568 posts

Ultimate Geek

#2233051 8-May-2019 15:09

Linux:
gmball:

Linux:

@gmball You should not have given notice to Spark they would of put an order on your connection! Once an order is on a connection you can't place another order on the same connection

I made sure to wait until Vodafone confirmed the install date prior to giving notice to Spark. So once Vodafone confirmed they would connect today 8th May, then I phoned Spark to provide 30 days notice which runs until 17th May.

I was under the assumption that Vodafone could connect today as they would have placed an order on the line prior to me making contact with Spark.

But seems Vodafone hadn't even completed the credit check until today, what sort of company confirms a connection date without running the credit check first?

If you are changing ISP only deal with the GSP (Gaining service provider) This must be covered on Geekzone like 100+ times

Actually BigPipe have a very good blog post which says it’s entirely appropriate to give notice to the losing service provider so long as you have already lodged a connection request with the gaining provider

gmball

568 posts

Ultimate Geek

#2233064 8-May-2019 15:12

I think the issue here and my main gripe is Vodafone’s failure to lodge a connection request or process a credit check even after the time/date advised by them as the time/date that they would be connecting me.

Why email me saying we will connect you on 8th May AM, then when I phone them on 8th May PM to be told they haven’t completed the credit check. I ordered this over 3 weeks ago!

DjShadow

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#2233075 8-May-2019 15:27

From Spark's T&Cs which to me best explains the 30 day notice period

There’s a 30-day notice period when you cancel Spark's services. The notice period starts from the day your new service provider requests a transfer of service/s with Spark on your behalf.

gmball

568 posts

Ultimate Geek

#2233077 8-May-2019 15:30

DjShadow:
From Spark's T&Cs which to me best explains the 30 day notice period

There’s a 30-day notice period when you cancel Spark's services. The notice period starts from the day your new service provider requests a transfer of service/s with Spark on your behalf.

In my case where I’m quite happy to pay for the entire notice period, and my new Vodafone connection, there shouldn’t have been any reason why Vodafone couldn’t lodge a connection request to connect me prior to the end of the spark notice period, provided they lodge the connection request as the first order on the line.

rugrat

3107 posts

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#2233084 8-May-2019 15:39

I know it’s been covered before, but I find the whole process a disgrace.

People shouldn’t have to pay for a connection they’re not using because of the 30 day notice period, which if they give notice before new connection is active risk something going wrong there.

I did it as OP but moving to 2degrees, I think From memory I received a text from Enable about new connection date, once I got that then rang Spark to cancel with a 4 to 5 day overlap.

Looks like I may have got lucky as everything worked out.

KrazyKid

1238 posts

Uber Geek

#2233088 8-May-2019 15:41

The whole process of changing ISP needs an overhaul. Why should the consumer have to effectively pay an extra months fee (12.5% additional cost) to switch ISP if they wish to ensure no loss of access.

Chorus/enable is effectively getting 2 months rent for the same connection every-time someone switches.

I understand the process requires it. So we need a new process.

EDIT - what rugrat said :)

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