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vodafone digital voice disaster

philq

Member
hello,
I moved providers to Vodafone recently and took up their fibre(city fibre) and voip phone package. I specified that i wanted to port my number 0131476xxxx (originally telwest then virgin) across.

I now have a split port situation. I can dial out on the number but cannot receive any calls. When I dial my home number from anywhere i get the message "number is not recognised".

I complained to Vodafone and there were several attempts to fix the fault (i.e. messing about with the router and escalating to their porting dept.)

Eventually they said they could not fix the fault and offered to drop the number and give me £62 compensation. I refused this and complained to CEDR. They came up with a half-assed decision and awarded me £100 but they glossed over the problem of the number porting.

I spoke directly with someone at Ofcom and he said that Vodafone are obliged to port the number.

Now my number has been ported to Bt -> orange -> plusnet over the years so i didn't see what the problem was.

I believe that Vodafone are inventing an excuse and hope the problem will go away. To me this is pure laziness as they haven't told me why they cannot port the number. I would like to port the number to another voip provider, but i can't do it yet because there is a split port and i would get a hefty cancellation charge.

What can i do to progress this issue ? Is Vodafone using this heavy handed tactic with all customers ?, if so then future customers should be warned if they want to do the same as me.
 
Vodafone need to liaise with the original number range holder (you suggest is BT) to effectively get them port the number back to their network, and then for Vodafone to port back into their network.

The problem is that the big telcos depend so much on systems and automation that what resources they do have either don't have the time to do "specials" like this, or there is no documented process sitting in the drawer and the staff are not clueful or empowered to do anything other than what the computer is telling them to do.

To avoid further frustration, I would suggest looking at Andrews and Arnold and their VoIP service. It's going cost you £1.50 ISH a month for their service, and a £20 ISH porting fee, but you then have your landline separate from your broadband and you can then run it over whatever ISP you like.

The nice thing about A&A is that their staff are clueful, techies and empowered, so let them know it's in a half borked porting situation and they'll probably know which buttons to press with Voda and BT to recover the number.

One thing to be aware of, and you might need to make Voda aware is that when you port the number out you don't want your broadband to be cancelled. I am fairly certain that as this is digital voice that should not cause a broadband cease, if it was a copper phone line on xDSL broadband porting the number out would cease the entire service.
 
hello,
I have set up a voip number with an independent (similar) provider so i have a temporary landline. I was originally going to do this and am kicking myself for not separating the fibre broadband from the landline when i made the switch, it was a few quid per month in it.

The extra services provided by the independent voip service like voicemail, recording, menus and redirection are brilliant. With vodafone there is nothing.

I would like to keep the broadband and port the original number to an independent voip provider. Not sure if vodafone allow this without cancelling the entire package and what the penalty charge would be. I am paying £8 a month to vodafone for unlimited calls to 01,02 and mobiles.

From my experience with vodafone technical support, there is no effective communication between departments and some of the "experts" are clueless.
 
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