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Vodafone HBB charged from day before *expected* activation

davwheat

Pro Member
My brother has gotten VF Openreach HBB installed.

After a failed install appointment and a 10 day activation delay, we've looked at his first bill, and he has been seemingly charged from the day before it was originally supposed to be activated.

Here's a copy of the bill, linked to my PAYM account because it made sense for the discounts:
Untitled.png


You can see that the billing starts from 11 April. The first failed appointment was for 12 April, the day after this. Service wasn't actually confirmed live until 22 April when an engineer visited and confirmed all external work had been completed and had passed their checks.

Amusingly, VF have paid compensation for some mystery appointment I never arranged on 19 April being "missed", but have foregone their late activation compensation (which I am chasing now), but nonetheless beginning to charge for the service before it could even possibly be working is a tad ridiculous, no?

If it was charged from the 12th, I might understand this, but I was under the impression billing would only begin from the date of activation?

1715106908393.png


The phantom appointment cancellation, possibly caused by me telling Vodafone my preferred appointment date after they had arranged an engineer visit without telling me?
UFJcoJqX.png


Email about late activation compensation which I've not received:
YOKOoIPP.png
 
And to think that any decent service provisioning system could automatically and programatically detect the ACTUAL activation date make this issue so much more aggravating.
 
And to think that any decent service provisioning system could automatically and programatically detect the ACTUAL activation date make this issue so much more aggravating.
It's alright... my chat with Vodafone live chat resulted in them claiming my service was activated on time on 22 April...

🤡

1715113172593.webp
 
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It's alright... my chat with Vodafone live chat resulted in them claiming my service was activated on time on 22 April...

🤡

View attachment 13960
I've given up with chat support because of stuff like this, they'll just ignore what you type, follow a flowchart and contradict themselves in the same message. I now just phone up and SAR the call if I need it

A recent example, with Ulster bank when they lost our house deeds while we're trying to sell:

Me: So your saying you never got my house deeds and gave me the mortgage anyway, and never heard from my solicitor last week to ask for them?
CS: Yes, we never received your deeds, and we never heard from your solicitor. But I can see here that we sent your deeds to *solicitors name* last week
Me: Do you understand how stupid what you just said is?
CS: Yes, let me get a manager to check this

I continued to ask them for my call recording SAR (nearly 25 hours of calls that week), raise a complaint and they're now paying €2k for that solicitor to reconstruct the deeds... but i've had multiple chats similar to the above where they contradict themselves just as bad
 
1715189633007.png


Aaaaand that's sorted that one, I suppose.

I bet they aren't set up to delay billing to the actual activation date, and my guess for billing starting from 11th rather than 12th was pesky timezones. Midnight 12 April would be 23:00 11 April, which I assume would cause that to bill from the 11th.
 
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