Broadband upgrade and service orders .

[Iescapedbt]

Vodafone does appear to have a few problems with its " famous" back office. If there is a delay to actioning  any order upgrades or additional telephone line service enhancements it's always the problem with the " Back office have not yet actioned the order " .... Is it the Back Office or BT Openreach deliberately delaying upgrades because it's Vodafone ? I have been waiting over a week for a 38 to 76 broadband upgrade switch and two weeks and three orders for " 1571" . If it is Openreach ##~## about then can I suggest a more aggressive Service Level Agreement ? . The reason I joined Vodafone was to ditch Bombay Telecom , whom are pure chaos . For interest just received a departing £572 bill for breaking their " Guaranteed sync speed or walk penalty free from your contract " . Love the bit at the side of the bill " Sorry you are leaving BT We hope we can welcome you back before too long ". Come on Vodafone get your finger out ....don't become like the previous lot who couldn't action anything without ##~## it up ! ...

[DaneB]

I'm sorry to hear of your recent experience with your Broadband @Iescapedbt

I've sent you a private message on how you should contact our team directly so we can look into this with you.

Thanks

[Iescapedbt]

Just emailed this complaint this morning .

On the 22nd of January I placed an order for 76 Fibre broadband upgrade. I was informed that this would take 24 hours to activate .It didn't .I have rung on the 24th of January, the 26th ,29th,Feb1,Feb2. Each time I have either been told the upgrade has been completed or it will in the next 48 hrs, which it has not. The BB is synchronising at 40Mbps and has not changed since I first joined Vodafone on the 15th of January 2018 from BT. I have been promised callbacks that don't happen. Credits to my account that don't show. All in all it has been a complete succession of broken promises and frankly lies.

It now appears from my account that you intend to debit me £47.13 on the 15th of February 2018. This is despite being advised twice that a credit of two months BB charge has been put on my account as “compensation”. It has not . To add insult to injury The account now reflects a BB charge based on 76mbps BB which Vodafone is not delivering.

All of this plus the fact I ordered 1571 to activated on the telephone 3 weeks ago that has not been activated adds to the general perception of sheer chaos at Vodafone.

As I am in still in the cooling off period you have 48 hours that is until Wednesday 7th Feb 2018 to resolve all matters 100% or I will serve notice that I am transferring to another provider.

Your call.

Ps Don’t even think of blaming the BB speed on either my wiring or any other feeble excuse. The sync rate has not been changed by Vodafone/Openreach FACT

Pps. Please stop sending me stupid emails saying "Congratulations your broadband service as of the 31st of January is now live."

[DaneB]

I'm disappointed to hear you've sent this complaint @Iescapedbt.

I apologise for any inconvenience caused. Please let us know how you get on when our Customer Relations team contact you.

[Iescapedbt]

Thanks not as dissapointed as I am . I thought Vodafone were better than BT . Which is why my daughter just signed up with Vodafone BB upon my suggestion ......

[Iescapedbt]

Finally found out what the problem is with the my upgrade. Openreach !  It transpires that they have failed to action order requests. Despite fibre to fibre upgrades normally taking 24 hours Openreach want another 10 days from yesterday to action the upgrade from an order placed on January 22nd.

There is a salutory lesson to be learned from this that blaming Vodafone is not always their fault . They are only as good as what the interconnect company is and the sooner Vodafone have FTTP I am first in the queue when it comes to my area. I left BT because they couldnt offer the speed they promised with the 52mbps package and their adminstration systems ,chaos . The speed was all over the place . Vodafone BB has been rock steady and exactly as promised which is why I opted for the upgrade. So its one in the eye of BT Cockroach !

Just hope Vodafone have a service level agreement with Openreach that penalises heavily for screwing up on orders...

[DaneB]

Thanks for getting back to us with your update @Iescapedbt. Although, i'm still disappointed about the experience you've had whilst upgrading your broadband. I'm delighted to hear your service remains rock steady and you're staying with us for that reason.

If there's anything we can do in the future, please don't hesitate to contact us again.