New Vodafone FTTH setup problem - looking for advice

BigGeorge

Recently got Vodafone FTTH set up by OpenEir / Circnet - all was tested on the day and it was quick, 1000mb down/ 100mb up. They turned off the DSL FTTC line at the same time.

The first evening it all stopped working - there are 3 solid green lights on the white eir box and a flashing interet light on the on the VF Gigabox. I've upplugged / reset numerous time with no improvement.

Have been onto VF by phone a few times over the last 2 weeks and it appears that the front end is all set up on my account ( it shows active) but the 'back - end' profile has not been set up. Despite numerous promises ( 3-5 working days etc….) there has been no change / update / progress in over weeks outContinue to be told that a solution is 3-5 working days out & my 14 cooling off period has lapsed even though the service has not even started.

Any suggestions on how to deal with VF to start to get this sorted?

NotShero

https://www.boards.ie/discussion/2058418330/new-vodafone-ftth-setup-problem-looking-for-advice

@BigGeorge Go through the complaints process, fill out the complaint form here -

https://www.vodafone.ie/forms/fixed_complaints_form

If you don’t have a resolution in 10 days you can go to ComReg then. The complaints team at Vodafone should give you a reference number to quote to ComReg.

https://www.comreg.ie/advice-information/consumer-care/

ComReg Phone - 01 804 9668

ComReg Email - consumerline@comreg.ie

Unfortunately the cooling off period is not great yeah, it’s up to the ISP whether it starts straight away from when the contract is agreed or if it’s from when the service is actually installed. It also only applies to online, over the phone and door to door sales. You don’t even have a right to a cooling off period when bought in store.

BigGeorge

Thats great - have send in a form this morning

BigGeorge

Update - well the complaints form seems to have the trick, thanks @NotShero.

Account was set up lunchtime Wed, 2 days after the form went into, getting 1000MB down and 100MB up (wired), all appears sorted

NotShero

https://www.boards.ie/discussion/comment/123600542#Comment_123600542

That’s great!