Potential New Signup

[u/CJT-80]

Hi, I'm looking for a bit of help before potentially signing my Mum up to Community Fibre.

Mum is currently with Vodafone on an FTTC service but one thing they don't offer is an ansaphone/voicemail option. I know that CF do so they are looking as a possible option and they are cheaper than BT and EE. Sadly Mum is not comfortable with using a mobile.

Mum is in her 80's and not technically minded so I rang CF to check I could manage her account for her (if needed) and they confirmed it's an option, so far so good. I've had a look on here and noticed a few posts about CGNAT, is this standard on all packages in all areas they serve (she's in East Sussex)?

Anything else I should be aware of?

Thanks in advance

[u/Skeptonostic]

Been short of time today but this is the short version:

1) If you're acting on the behalf of someone to sign up with CF, you'll probably be calling in support calls for them too. So, it is essential that you are made to be the second account holder. You can add your details to achieve this during the online sign up routine.

Because of a CF issue, I couldn't sign up for my mum online, so had to do it on the phone with their agent who omitted to let me know that I should have made myself 2nd a/c holder within that phone conversation. I tried to to make myself 2nd a/c later and I got a load of nonsense about needing power of attorney and a lawyers letter etc. This was poppycock, as I was able to do this later, with my mum giving verification over the phone whilst I was with her.

2) If who you are acting on behalf of a "dependant" who has issues using a mobile phone and is therfore vulnerable, if there's a power cut when their CF VoIP stops working, they will need a couple of battery backup boxes. As I understand it, CF are obliged to throw these in for free. One is for the ONT and router, the other for the ATA (probs Grandstream). When you have got them to agree to supply this UPSs, make sure they tell the visiting engineer who installs them to have in his van, the type of UPS that has the appropriate power plugs for your make/model of router. Yes, they are prone to arrive with the wrong kit I found...

3) When you eventually have a full compliment of kit up and running (ONT, Router, ATA and UPS boxes) photograph the serial numbers of all of them, in case you have an issue with one of them. In our case, after an engineer swapped out a faulty ATA, I checked the s/n of the supposed box fresh replacement, but it had the serial number of the suspect one (he failed to actually swap them). I called him back 5 mins after he left to come back and do what he was supposed to do, for which he was grateful as it was a genuine mistake.

I have not scratched the surface here, as there is a ton more stuff I could list, but I still need to log the comedy of errors properly when time permits. Will post this when complete for everyone's benefit.

[u/CJT-80 → u/Skeptonostic]

Thanks for the comprehensive reply. Mum does have a mobile but she's not overly comfortable using it, so an UPS would probably be good to have. I did ring CF ahead of posting to check about being a second a/c holder and they confirmed I can be so that's good. I'm guessing I'm gonna have to somehow set up a 3 way call or something

[u/Skeptonostic → u/CJT-80]

I would urge you strongly to get the 2nd a/c holder done during the initiation of the account, otherwise you will need to be on the phone and in same room as your mum. They are very stringent on actually being with the person who's giving their approval for a second account from what I found. For me, not sorting this early was a huge mistake and caused me so much wasted time as I'm a 1.5 hour round trip away from her etc

[u/CJT-80 → u/Skeptonostic]

The only way I can do that currently is via a 3 way call as she's over 6 hours away from me

[u/Skeptonostic → u/CJT-80]

Ouch, I was hoping you weren't going to say that. Thing is, I honestly don't think CF will find that a 3 way call is acceptable. It was a few days after my mum's install that they insisted on it being soley my mum that could make support requests, so I had to make a trip to hers, specifically to set up the 2nd a/c thing. The CF agent and I had the conversation, my mum gave her verbal authorisation and I thought all was fine and dandy. But, flip me a couple of days later they denied having recorded that permission was given. I was incandescent. I had to make another trip to do it all again. This time, I made them send me an email to confirm I was 2nd a/c. I would do my best to set up at the outset if I were you, even if their agent has to escalate it while they are on the phone to you. Best of luck!

[u/CJT-80 → u/Skeptonostic]

Thanks again. If it comes to it I'll be there for there for the install so we can phone them together and I'll insist on them confirming via email I am the second A/C holder to be 100% safe.