Jeremy67
Member
Hi
I'd appreciate views on my situation. I moved to a new property in August 2022 and contracted with Vodafone to have full fibre broadband installed. This was due to be activated on 11th August (I have written confirmation).
The service was eventually activated on 26/10/22 - 75 days after it should have been. Even then the landline (via VOIP) wasn't activated until 1/11/22.
The fundamental issue was that Openreach needed to install cabling from the pavement to my property, and missed not only the original date to do so but numerous others as well. This was Vodafone's problem to manage though, not mine.
I have spent the best part of 6 hours on the phone (much of it on hold of course) trying to resolve this and receiving appalling service throughout. I also had to spend £43 on additional data for my phone before Vodafone eventually provided me with a dongle to provide some kind of internet service while the installation was being sorted (this took me another hour in a Vodafone store to sort out), but the speed at times was as low as 7 Mbps as compared to the 100 Mgps (min 50) I'd signed up for.
Now that the service is finally active I am pursuing Vodafone for compensation, as follows:
75 days @ £5.25 per day (Ofcom rate) for each calendar day of delay, including the missed start date: £393.75
7 missed appointments to install the cabling @ £26.24 per appointment: £183.68
Cost of data I had to add to my mobile phone: £43
Compensation for significant delays and inconvenience, 6 hours on the phone to Vodafone and 1 hour in a Vodafone store: £100
Total: £720.43
After discussion with Vodafone complaints they have given a full and final offer of:
60 days at £5.25 per day for the delays: £315 (they say they are only obligated to pay 60 days of compensation)
2 missed appointments @ £26.24: £52.48
'Goodwill' credit of £143 (taking account of my data cost and my time)
Total: £510.48
So the major difference is with regard to 60 days delay compensation vs 75, and compensation for 2 missed appointments rather than 7.
I have said I am not accepting their offer so they have issued a deadlock letter in which they've said I still have 45 days to accept it, but also making it clear I have the option to take the case to CISAS.
I'd appreciate any views on the likelihood of a better outcome from CISAS. In particular:
Any views and advice welcome, particularly from anyone who has had dealings with CISAS.
Thanks
I'd appreciate views on my situation. I moved to a new property in August 2022 and contracted with Vodafone to have full fibre broadband installed. This was due to be activated on 11th August (I have written confirmation).
The service was eventually activated on 26/10/22 - 75 days after it should have been. Even then the landline (via VOIP) wasn't activated until 1/11/22.
The fundamental issue was that Openreach needed to install cabling from the pavement to my property, and missed not only the original date to do so but numerous others as well. This was Vodafone's problem to manage though, not mine.
I have spent the best part of 6 hours on the phone (much of it on hold of course) trying to resolve this and receiving appalling service throughout. I also had to spend £43 on additional data for my phone before Vodafone eventually provided me with a dongle to provide some kind of internet service while the installation was being sorted (this took me another hour in a Vodafone store to sort out), but the speed at times was as low as 7 Mbps as compared to the 100 Mgps (min 50) I'd signed up for.
Now that the service is finally active I am pursuing Vodafone for compensation, as follows:
75 days @ £5.25 per day (Ofcom rate) for each calendar day of delay, including the missed start date: £393.75
7 missed appointments to install the cabling @ £26.24 per appointment: £183.68
Cost of data I had to add to my mobile phone: £43
Compensation for significant delays and inconvenience, 6 hours on the phone to Vodafone and 1 hour in a Vodafone store: £100
Total: £720.43
After discussion with Vodafone complaints they have given a full and final offer of:
60 days at £5.25 per day for the delays: £315 (they say they are only obligated to pay 60 days of compensation)
2 missed appointments @ £26.24: £52.48
'Goodwill' credit of £143 (taking account of my data cost and my time)
Total: £510.48
So the major difference is with regard to 60 days delay compensation vs 75, and compensation for 2 missed appointments rather than 7.
I have said I am not accepting their offer so they have issued a deadlock letter in which they've said I still have 45 days to accept it, but also making it clear I have the option to take the case to CISAS.
I'd appreciate any views on the likelihood of a better outcome from CISAS. In particular:
- Are Vodafone right in saying they only have to pay 60 days compensation for delay in activating the service?
- I don't have documentary evidence of the additional missed appointments but have submitted an SAR to Vodafone as I was definitely told on the phone of more than two dates when an Openreach engineer would visit to install cabling. I am hoping that notes on my account/call recordings will confirm this.
Any views and advice welcome, particularly from anyone who has had dealings with CISAS.
Thanks























