Problem porting out of Vodafone broadband

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wibble

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#254394 10-Aug-2019 12:41

Hi,

I've been with Vodafone ADSL broadband and homephone for years now but I've decided to move to 2degrees fibre.

I signed up to 2degrees via their website mid July. I received confirmation of the sign up request after i signed up online, and then a bit later i received the modem in the post and a letter about the fibre install to let me know that they've done the design and that they will schedule the physical install.

Nothing more until yesterday, 9th August when my Vodafone broadband stopped working.

I called vodafone and they said that they had received notification that my install had happened yesterday (which it hasn't).

When I spoke to 2degrees they said that the only thing that has happened from their side is that they submitted a port request for my landline number and a request to Chorus for a fibre install, nothing about ADSL. They said that the fibre install would be a month away and i would have not internet connection for that time, but they could request a temporary ADSL connection but even that would be 5 to 15 working days (Chorus SLA).

I spoke again to VF and asked if they could undo whatever they did on Friday, but the people I spoke to couldn't help and needed to escalate to a team that don't work weekends.

So definitely no resolution this weekend and then maybe a further week or 3 if i have to wait for 2degrees/Chorus to complete the ADSL set up. My wife works from home and needs internet access to do her job so this is really inconvenient.

Can anyone shed any light into what may have happened? I don't know who would have incorrectly told vodafone that the install was happening this week - does that info normally come from Chorus, 2degrees or some other party? How should this "normally" work - would i have normally stayed on VF for another month or so until the full fibre install was complete and then get swapped from VF ADSL to 2d fibre in the same day?

Does anyone have any suggestions on how to get this resolved? Are there any vodafone care types on Geekzone that can help?

Thanks!

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#2293497 10-Aug-2019 12:48

i suspect because you asked to port your land line over, Vodafone have treated this as an abandonment order and just disconnected your ADSL completely. because your adsl included a phone number this might have had some bearing on what happened.

no help now but something like porting your number over, might have been better waiting till you had the fibre installed.

quickymart

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#2293513 10-Aug-2019 13:36

Agreed - I would have waited until your fibre was up and running, then looked at the number porting part of it. As you've done it this way, it's probably going to be a bit tricky to resolve now.

chevrolux

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#2293516 10-Aug-2019 13:50

Jut get 2degrees to turn the DSL back on.... no way it takes 5 days. Should be within the day, provided they use the intact.

wibble

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#2293538 10-Aug-2019 14:28

chevrolux: Jut get 2degrees to turn the DSL back on.... no way it takes 5 days. Should be within the day, provided they use the intact.

I agree, but that's not what the care agent told me. They said they couldn't do anything, it had to be escalated and the team to which it needs to be escalated doesn't work weekends.

I will call back again on Monday and maybe I'll get a different answer then.

wibble

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#2293541 10-Aug-2019 14:29

Jase2985:

i suspect because you asked to port your land line over, Vodafone have treated this as an abandonment order and just disconnected your ADSL completely. because your adsl included a phone number this might have had some bearing on what happened.

no help now but something like porting your number over, might have been better waiting till you had the fibre installed.

Are you saying that if you have ADSL and want to change providers the best way to do that is to upgrade to fibre with your old provider and then change providers?

wibble

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#2293543 10-Aug-2019 14:32

quickymart:

Agreed - I would have waited until your fibre was up and running, then looked at the number porting part of it. As you've done it this way, it's probably going to be a bit tricky to resolve now.

The way you've said that makes it sound like you think i've done something odd or atypical. All I did is sign up to a new provider via their website, I would imagine that this is one of the more common signup processes. Not sure what the recommended approach would be other than that. I'd be pretty disappointed if this was the experience most people who followed that process would get.

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wibble

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#2293544 10-Aug-2019 14:33

Oh, and just to keep me wondering, my POTS landline is still working.

richms

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#2293562 10-Aug-2019 14:46

They would have said the 5 days thing because that is what theyre told to say. If you are in a fiber area there isnt much chance of the port being quickly taken by someone else desperate for adsl, so it should just come back online whenever the provisioning happens.

Richard rich.ms

chevrolux

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#2293594 10-Aug-2019 16:08

wibble:

chevrolux: Jut get 2degrees to turn the DSL back on.... no way it takes 5 days. Should be within the day, provided they use the intact.

I agree, but that's not what the care agent told me. They said they couldn't do anything, it had to be escalated and the team to which it needs to be escalated doesn't work weekends.

I will call back again on Monday and maybe I'll get a different answer then.

That is 100% a 2degrees issue then.

Oh, I didn't mean it will be done in the weekend, but if they put an order in Monday, it would be done by Tuesday at the latest. If they can't do that, they have broken processes.

wibble

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#2293602 10-Aug-2019 16:43

chevrolux:
wibble:

chevrolux: Jut get 2degrees to turn the DSL back on.... no way it takes 5 days. Should be within the day, provided they use the intact.

I agree, but that's not what the care agent told me. They said they couldn't do anything, it had to be escalated and the team to which it needs to be escalated doesn't work weekends.

I will call back again on Monday and maybe I'll get a different answer then.

That is 100% a 2degrees issue then.

Oh, I didn't mean it will be done in the weekend, but if they put an order in Monday, it would be done by Tuesday at the latest. If they can't do that, they have broken processes.

Just to clarify - I’m leaving Vodafone, so it is Vodafone I’m asking to turn it back on, and it’s 100% a Vodafone problem.

Jase2985

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#2293621 10-Aug-2019 17:29

wibble:

Jase2985:

i suspect because you asked to port your land line over, Vodafone have treated this as an abandonment order and just disconnected your ADSL completely. because your adsl included a phone number this might have had some bearing on what happened.

no help now but something like porting your number over, might have been better waiting till you had the fibre installed.

Are you saying that if you have ADSL and want to change providers the best way to do that is to upgrade to fibre with your old provider and then change providers?

no ADSL and Fiber are 2 completely different services, sign up to fiber on any provider then when its installed cancel your ADSL and port your number, likely end up paying an extra month on the ADSL but its the price you pay for keeping an internet connection. you could plan the disconnection a few days after the agreed install date of fiber but if something goes wrong you would need to cancel the cancellation of the ADSL.

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Stu1

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#2293622 10-Aug-2019 17:29

Just been through porting drama Vodafone to spark, went to complete crap. We had to give my mum a new number in the end complete circus but big ups to Spark for sorting out the problem so quickly getting a number up and running in one day active this morning and even as sending out a tech Hook up copper as a backup if she struggles with the wireless phone

RunningMan

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#2293638 10-Aug-2019 18:03

wibble:
Just to clarify - I’m leaving Vodafone, so it is Vodafone I’m asking to turn it back on, and it’s 100% a Vodafone problem.

You're better off asking 2D to turn on ADSL in the short term. First, good luck getting Vodafone to anything, they've got some pretty substantial customer service issues to be addressed at the moment. Second, it's actually a 2D problem, they've ported your number away (leading to VF turning things off) before there was a connection to actually port it to.

@2degreescare

quickymart

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#2293680 10-Aug-2019 18:12

wibble:

quickymart:

Agreed - I would have waited until your fibre was up and running, then looked at the number porting part of it. As you've done it this way, it's probably going to be a bit tricky to resolve now.

The way you've said that makes it sound like you think i've done something odd or atypical. All I did is sign up to a new provider via their website, I would imagine that this is one of the more common signup processes. Not sure what the recommended approach would be other than that. I'd be pretty disappointed if this was the experience most people who followed that process would get.

Sorry, I probably didn't explain myself well. Jase said what I was thinking :)

wibble

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#2293890 11-Aug-2019 09:50

RunningMan:
Second, it's actually a 2D problem, they've ported your number away (leading to VF turning things off) before there was a connection to actually port it to.

Porting is a two step process, a port request followed by a port activation. 2d submitted the port request which is just to check that information is valid. Nothing should be changed until the port activation is sent, which it hasn’t been. So I think 2d are in the right here. If Vodafone turn off ADSL just because a port request has been received for a landline number on the same account then that is wrong.

Also no number porting has happened as the landline is still working. So I still have no idea what has happened!

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