BeardedOaf
Casual Member
Hello,
I'm new here but joined with the intention of seeking some advice for a situation that is currently driving me mad, so I will try to explain it as best as I remember without getting too frustrated. CityFibre (No Openreach available) completed a full Fibre build of the area I live in (Kingswells, Aberdeen) in March 2023 however due to me finding no guarantee of when the fibre build was going to be rolled out I had locked myself into 24 months with Plusnet on a part fibre service in November of 2022. As my contract has now run down and having noticed CityFibre install at 2 of my neighbours on our street of 5 homes, I thought I would go about switching over to Vodafone 900mb for £31 a month late last month. Everything started off well with me checking my post code on the Vodafone website and receiving my modem next day (Still have it), then getting an install date from CityFibre of the 10/09/2024 (ironically today).
Unfortunately a few days later I was told that my installation had been cancelled by CityFibre because full fibre wasn't actually available at my post code (AB15 8QX). I thought this was odd as I had saw CityFibre install at two of my neighbours, so thought I would check with them in case the installs had failed and our street was unavailable for some reason. However on checking with my neighbours at 5 & 7 they both confirmed they had full fibre, 5 are using Zen as their ISP & 7 are with Giganet. So I tried calling up Vodafone to explain this, also pointing out that my neighbour at 5 is actually in the same terraced house as me (with 3 in the middle and me being 1) and they run the fibre up from the cabinet on Denview Wynd (AB15 8PF) past my home to get to his however they pointed out if CityFibre said it was unavailable they can't provide an installation or service if that's the case. I have also asked local CityFibre engineers if they can install on my street when working on nearby streets and they confirmed I can but were unable to provide me a contact to speak with to resolve (or didn't want to). On top of this whenever I enter my address and post code on the CityFibre website it says unavailable, even when I use my neighbours address of 5 & 7 even though I know full well they have full fibre installed by CityFibre!
In trying to resolve this I have logged a support query with CityFibre through X and seemed to be getting a bit of back and forth until I finally got somebody who just checked the post code and said the build isn't complete - even though I know this isn't the case. I even got this from the customer resolution executive: "I have checked both number 5 and number 7 and can categorically confirm that they may have connections with Zen and Giganet (who are some of our partners), however these partners are not utilising the CityFibre network to provide connections to the properties on Denview Mews." Which I found amusing as I know CityFibre installed their service and my neighbours definitely haven't paid for private full fibre lines to be installed!
I have also logged a complaint with CityFibre through the official website but other than being acknowledged I haven't had any feedback yet. So I'm now at the point where I know the build has been complete for my area (I still have a Vodafone leaflet that was posted through my door once the build was complete and even checked with the engineers at the time - I work in IT so particularly interested in moving to full fibre), 2 of the 5 homes on my street have full fibre yet I keep getting told that I can't get full fibre because the information held by CityFibre on their website is incorrect?
I spoke to my neighbours again to see if they had any issues with their install, 5 said he had a bit of back and forth with Zen saying he couldn't get full fibre but he told me that he just said to them knew 7 had an install complete and eventually they managed to get an install date organised for him, 7 Denview Mews had no issue at all. Also to add further complexity (possibly) when we first moved into the new build home in July 2021 we were issued the incorrect post code of AB15 8PN by the builder which is for some farms in the fields behind my house which definitely won't have full fibre available and I wonder if this information has somehow still associated with my address for some reason?
Anyway to end all this - I was wondering if anybody had any advice or suggestions to try next because I feel if don't think go to the effort to get this resolved the website will never be updated to accurately show that our street can get full fibre and isn't waiting on a build to be complete.
Thanks for the time if you bother reading this mini essay and any advice and suggestions will be most welcome!
Thanks,
Chris.
I'm new here but joined with the intention of seeking some advice for a situation that is currently driving me mad, so I will try to explain it as best as I remember without getting too frustrated. CityFibre (No Openreach available) completed a full Fibre build of the area I live in (Kingswells, Aberdeen) in March 2023 however due to me finding no guarantee of when the fibre build was going to be rolled out I had locked myself into 24 months with Plusnet on a part fibre service in November of 2022. As my contract has now run down and having noticed CityFibre install at 2 of my neighbours on our street of 5 homes, I thought I would go about switching over to Vodafone 900mb for £31 a month late last month. Everything started off well with me checking my post code on the Vodafone website and receiving my modem next day (Still have it), then getting an install date from CityFibre of the 10/09/2024 (ironically today).
Unfortunately a few days later I was told that my installation had been cancelled by CityFibre because full fibre wasn't actually available at my post code (AB15 8QX). I thought this was odd as I had saw CityFibre install at two of my neighbours, so thought I would check with them in case the installs had failed and our street was unavailable for some reason. However on checking with my neighbours at 5 & 7 they both confirmed they had full fibre, 5 are using Zen as their ISP & 7 are with Giganet. So I tried calling up Vodafone to explain this, also pointing out that my neighbour at 5 is actually in the same terraced house as me (with 3 in the middle and me being 1) and they run the fibre up from the cabinet on Denview Wynd (AB15 8PF) past my home to get to his however they pointed out if CityFibre said it was unavailable they can't provide an installation or service if that's the case. I have also asked local CityFibre engineers if they can install on my street when working on nearby streets and they confirmed I can but were unable to provide me a contact to speak with to resolve (or didn't want to). On top of this whenever I enter my address and post code on the CityFibre website it says unavailable, even when I use my neighbours address of 5 & 7 even though I know full well they have full fibre installed by CityFibre!
In trying to resolve this I have logged a support query with CityFibre through X and seemed to be getting a bit of back and forth until I finally got somebody who just checked the post code and said the build isn't complete - even though I know this isn't the case. I even got this from the customer resolution executive: "I have checked both number 5 and number 7 and can categorically confirm that they may have connections with Zen and Giganet (who are some of our partners), however these partners are not utilising the CityFibre network to provide connections to the properties on Denview Mews." Which I found amusing as I know CityFibre installed their service and my neighbours definitely haven't paid for private full fibre lines to be installed!
I have also logged a complaint with CityFibre through the official website but other than being acknowledged I haven't had any feedback yet. So I'm now at the point where I know the build has been complete for my area (I still have a Vodafone leaflet that was posted through my door once the build was complete and even checked with the engineers at the time - I work in IT so particularly interested in moving to full fibre), 2 of the 5 homes on my street have full fibre yet I keep getting told that I can't get full fibre because the information held by CityFibre on their website is incorrect?
I spoke to my neighbours again to see if they had any issues with their install, 5 said he had a bit of back and forth with Zen saying he couldn't get full fibre but he told me that he just said to them knew 7 had an install complete and eventually they managed to get an install date organised for him, 7 Denview Mews had no issue at all. Also to add further complexity (possibly) when we first moved into the new build home in July 2021 we were issued the incorrect post code of AB15 8PN by the builder which is for some farms in the fields behind my house which definitely won't have full fibre available and I wonder if this information has somehow still associated with my address for some reason?
Anyway to end all this - I was wondering if anybody had any advice or suggestions to try next because I feel if don't think go to the effort to get this resolved the website will never be updated to accurately show that our street can get full fibre and isn't waiting on a build to be complete.
Thanks for the time if you bother reading this mini essay and any advice and suggestions will be most welcome!
Thanks,
Chris.























