Switching from Vodafone ADSL to 2degrees fibre nightmare

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Switching from Vodafone ADSL to 2degrees fibre nightmare

trampster

2 posts

Wannabe Geek

#195515 22-Apr-2016 12:50

We were with Vodafone ADSL and home phone. A few weeks ago we signed up for fibre with 2degrees and elected to take our home phone number with us.

Our fiber install date is booked for the 9th May.

16th of April - Our ADSL broadband stopped working. I left it a day assuming a temporary outage however it didn't come back

17th of April - I rang vodafone to ask why our broadband wasn't working and they said that we had requested it be disconnected. We never requested this disconnect so therefore assumed that 2degrees had made this request. I didn't ring 2degrees on this day because I couldn't find there phone number (remember I have no internet to use to look it up)

18th of April - I ring 2degrees who tell me that they put in a request to port our number from vodafone to them. But that this request should not have resulted in our ADSL being disconnected. I ring vodafone who say that both ADSL and the phone go over the same line and there is no way to port the number without disconnecting the ADSL, they offer to reconnect me for a 50 dollar fee. They tell me that 2degrees is a new provider and that they don't know what they are doing. I go back and forwards three times (6 phone calls) each requiring I be on hold for 30 minutes. Finally 2degrees although still saying it's vodafone's fault offer to give me a temporary ADSL connection to tie me over to the 9th however there will be a 5 to 15 day delay in getting it connected, they will ring me as soon as the request has gone through.

20th of April - I have received no phone call from 2degrees. I ring them to get a progress update. They tell me that the request has gone through and I should expect my temporary internet connection in the next few days.

21st of April - My wife rings 2degrees to ask if we can have a mobile internet data while we wait for the temporary ADSL. The lady on the phone tells us that our request for temporary ADSL never went through, she puts it through while my wife waits but informs us that it will be another 5 to 15 days. They agree to give my wife some free data on her phone. But again tell us that it's actually all Vodafone's fault.

22nd of April - that's today we have now had no internet for 7 days.

Does anyone know who is in the wrong here. Is it 2degrees fault or vodafones fault?

I would not recommend switching to 2degrees fibre from another providers ADSL. Not if you need a internet connection while you wait for the fibre install.

Zeon

3916 posts

Uber Geek

Trusted

#1538067 22-Apr-2016 12:59

Sounds like its Vodafone's fault for removing the ADSL without any confirmation from you. I'd probably be talking with them about why they did that without authorisation and seeing if it breaches your contract with them.

Speedtest 2019-10-14

E3xtc

773 posts

Ultimate Geek

#1538071 22-Apr-2016 13:03

Interesting closing comment given you yourself don't know who is in the wrong - given the previous sentence.

But yeah its an interesting situation (sorry I don't know who is in the wrong), but when I switched from WxC to 2D (also with both VoIP and DSL), I didn't have any disconnections. The phone line stopped going the day they said it would, so at that time I swapped out my WxC router for the 2D one, and everything was back up and running. No drama at all.

So that would suggest 2D make requests the correct way (assuming consistency on their behalf) and maybe Vodafone interpret the requests differently, or have different policies in terms of how they are managed. eg if the DSL and the Phone is bundled as one (ie you can't have one without the other), then when the number is ported, they may automatically kill everything else. IF that is the case, then this isn't 2D fault at all as they have no control over Vodafone processes...this is all just big IF's though....

2degreesCare

1537 posts

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Trusted

2degrees

#1538074 22-Apr-2016 13:11

Hi Trampster,

That doesn't sound good at all. If we haven't completed the porting of the phone number to us (which we wouldn't do until your fibre order with us had completed), other providers shouldn't be altering the services you are receiving from them unless you have directly requested this. Seems to me like the provider in question has received the future-dated porting request, and disconnected your services.

I believe I have found your account at our end based on your geekzone username, however can you please PM us with your 2degrees Broadband account number so we can confirm. If I do have the right, CHCH based, account, we have some good news on the temp DSL front for you.

Thanks,

Ralph ^JOB

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#1538076 22-Apr-2016 13:12

I don't see how 2d could request a VF ADSL disconnection - it's not like an xDSL to xDSL transition where the connection needs to be churned. Your UFB is a completely new installation. The only way your ADSL could realistically be disconnected if because you've requested it, or Vodafone have disconnected it. A port request for voice may result in xDSL being disconnected, but it sounds loike that hasn't happened so service should not be disconnected.

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#1538101 22-Apr-2016 13:36

Thanks for the PM Trampster,

This has confirmed what I had suspected, the other provider has removed services upon receipt (not completion) of our porting request, which seems a tad silly and counter-intuitive.

The good news is our temp DSL connection completed earlier today, and we see DSL sync up on the line with your previous providers modem, we just need a swap out of the modem and a minor change in the config and you'll be good to go for the long weekend.

Thanks,

Ralph ^JOB

trampster

2 posts

Wannabe Geek

#1538141 22-Apr-2016 14:22

As indicated above 2degress have notified me my temporary ADSL connection is ready. I should be able to connect to it when I get home tonight.

I want to make it clear that regardless of who is at fault. It was 2degrees who stepped up and offered to make it right for us by providing a temporary connection. They did this despite not believing themselves to be at fault. Vodafone on the other hand were unwilling to do anything to help us.

It should also be noted that with 2degrees I always talked to a local. Whereas Vodafone support seemed to be located off shore with a heavy accent.

quickymart

13966 posts

Uber Geek

ID Verified

#1538244 22-Apr-2016 16:46

What a surprise, Vodafone screwed it up. Almost the story of their lives these days.

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lucky015

743 posts

Ultimate Geek

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#1541414 25-Apr-2016 05:13

It is quite common for providers to disconnect a DSL service when the number is out-ported, especially if it is a packaged service.

It fits in the grey area between customers and the gaining + loosing service providers as there is no reliable method to verify if the service is to remain or not as often customers themselves cant legitimately answer these questions and realistically providers are simply not going to contact each individual customer to confirm when the majority want the service terminated or are already in the process of leaving them.

sorceror

163 posts

Master Geek

#1541529 25-Apr-2016 10:50

lucky015:
It is quite common for providers to disconnect a DSL service when the number is out-ported, especially if it is a packaged service.

It fits in the grey area between customers and the gaining + loosing service providers as there is no reliable method to verify if the service is to remain or not as often customers themselves cant legitimately answer these questions and realistically providers are simply not going to contact each individual customer to confirm when the majority want the service terminated or are already in the process of leaving them.

The customer can't legitimately answer a simple Yes/No question "are you changing provider"? Yeah right...

Lots of ISPs do double check, it's a part of being a responsible service provider.

Also unless I'm reading something wrong the number wasn't even never ported at the time Voda terminated the service

NonprayingMantis

6434 posts

Uber Geek

#1541564 25-Apr-2016 11:48

IMHO switching providers at the same time as getting ufb installed is a bad idea. So much can go wrong. Best to switch providers first on the same tech (ADSL or VDSL) and then upgrade to ufb.
Whilst moving ADSL to ADSL can go wrong, it's much rarer for issues like the OPs to happen.

Also, don't have voice service locked to your broadband provider. Use your mobile or an independent VoIP provider. - that way no screw ups can happen with number porting accidentally causing your broadband to be disconnected.

lucky015

743 posts

Ultimate Geek

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#1541679 25-Apr-2016 14:33

sorceror:
lucky015:

It is quite common for providers to disconnect a DSL service when the number is out-ported, especially if it is a packaged service.

It fits in the grey area between customers and the gaining + loosing service providers as there is no reliable method to verify if the service is to remain or not as often customers themselves cant legitimately answer these questions and realistically providers are simply not going to contact each individual customer to confirm when the majority want the service terminated or are already in the process of leaving them.

The customer can't legitimately answer a simple Yes/No question "are you changing provider"? Yeah right...

Lots of ISPs do double check, it's a part of being a responsible service provider.

Also unless I'm reading something wrong the number wasn't even never ported at the time Voda terminated the service

Are you moving to a new address and changing service? Are you changing to UFB? Are you changing to VOIP? Are you being changed to a UCLL service without actually being advised?

Just a few of the potential questions an ISP would need to get a straight answer out of the customer regarding to prevent being lumped with a month worth of wholesale charges the customer will refuse to pay.

Edit:

Also its worth noting that if the new/gaining provider already had a transition (Change of provider) request in for the broadband it wouldn't get terminated.

davidknz

41 posts

Geek

#1543022 27-Apr-2016 20:09

Hmmm.. I'm about to head down the same path as Hamster...

Voda have treated me poorly over the years.. the relentless pursuit

of profit has its downside.

Scanned around and settled on 2D, partly because its corporate culture

seemed frankly more human. Seeing Ralph^JOB here was also a deciding

factor, and 3 months free was the clincher. I'll report back on the changeover

(17th May). Funnily enough, no sooner had I emailed Voda that I was going

when I received a call from a charming young lady offering all sorts of incentives

to stay. Nothing while I was a customer, so I declined :-)

quickymart

13966 posts

Uber Geek

ID Verified

#1543077 27-Apr-2016 22:20

Move to ADSL first. Once that's up and running - and only then - place your order for fibre (assuming you can get it). My stepsister just moved house (to Upper Hutt) herself and I advised her to do the same thing. She's okay with ADSL for now but will move to fibre once she's settled.

NonprayingMantis

6434 posts

Uber Geek

#1543152 28-Apr-2016 07:25

davidknz:
Hmmm.. I'm about to head down the same path as Hamster...

Voda have treated me poorly over the years.. the relentless pursuit

of profit has its downside.

Scanned around and settled on 2D, partly because its corporate culture

seemed frankly more human. Seeing Ralph^JOB here was also a deciding

factor, and 3 months free was the clincher. I'll report back on the changeover

(17th May). Funnily enough, no sooner had I emailed Voda that I was going

when I received a call from a charming young lady offering all sorts of incentives

to stay. Nothing while I was a customer, so I declined :-)

3 months free? Wow. Where did to see that?

davidknz

41 posts

Geek

#1543168 28-Apr-2016 08:28

Go to the 2 degree website / broadband offer and its headed:

"If Ultra-fast Fibre’s available at your address, we’ll give you 3 months free fibre when you sign up on a 12 month term. This will be applied from your second bill."

Its a time limited offer. The 12 month contact also gives you a FritzModem, which is yours to keep after the 12 month term