Broadband upgrade existing customer

[number3]

Hi , we took out Vodafone Broadband back in September and at the time Openreach was pulling cables for full fiber,  person online checked and confirmed we could upgrade to full fiber as soon as it was live.

We received an openreach email last week confirming all was live and searching our post code on the Vodafone web site confirms full fibre can be ordered at our address.

my question is, I’ve seen on here a few having issues “upgrading” is it pot luck ? Have others upgraded with no issue? is it best to call? What department is best ? We did try upgrading via the Vodafone app but it kept throwing out errors.

We are calling to sort to tomorrow, as we are both home, just want to make sure was doing it the right way so it goes smoothly.

cheers

[Ripshod]

I'm sure the engineers will mark the job as incomplete/not tested. This should  automatically raise a flag on your account. But, vodafone being vodafone, it may be a good idea to contact vodafone tomorrow AM

[number3]

@Ripshod  Sorry for all the questions, realise you are just a customer like me.

the openreach engineers did say it would all happen automatically  👍

[number3]

@Ripshod  or anyone? is openreach contactable at all? another 1 stage team just turned up for another house, obviously same issue as me, that's 3 of us now in the road, i just wondered if there was a mechanism to escalate it. Vodafone have already spoken to us and apologised for the issue, and are gifting us an amount each day until sorted, which is nice.

[Ripshod]

Your contract is with vodafone and vodafone have a contract with openreach. Even if you did get in touch with openreach they wouldn't even be able to see what's on vodafone's system - until such time as a work order is raised. 

[number3]

Thanks @Ripshod  just being a bit too eager, all seems in hand , am sure Vodafone wont want to keep gifting us each day lol

[number3]

...so we are still waiting, Openreach really have mucked up the build in our road... !! multiple engineer visits, generated by multiple orders called off, each engineer giving different info when turning up, none of which align to what Openreach are telling Vodafone, brilliant ...lol.

[Gemma]

Hi @number3 - this sounds frustrating. With this being an 'upgrade order', one of our colleagues on the phone will need to check this with our Activations team for you. Please call them on 191 free from a Vodafone mobile or 03333 040 191 from a different phone. I understand you've probably already called several times so I'm sorry to ask again. 

[number3]

Thanks @Gemma  yes am getting updates from Vodafone CC though i don't think Vodafone is being fed very good info from Openreach or actually no one knows what's going on , feels like the updates are always something happening next week to keep us happy, but then nothing happens... been told completion by the 22nd Dec now, but was previously told each week just gone, from the end of November, is there any escalation that Vodafone can do internally with Openreach, I've tried calling them directly but get fobbed off. 

[number3]

@Gemma  hi, is there an escalations team I can call? I've been on phone today for 45mins ( currently still on hold ) with no clear update on what's going on, other than the same old, complete by next week? really getting frustrated with it all...

[Jason]

Unfortunately @number3, there isn't an escalation line or team to call. Our Activations team are solely the ones who have access to the required information and updates regarding your activation. It's important to note that we are reliant upon Openreach providing us with updates and/or new information - if they don't have this, then unfortunately there isn't anything for our Activations team to funnel down to you. 

Keeping your best interests at heart, our Social Media team may be able to regularly check for updates on your account, opposed to you having to keep spending x amount of time calling and being on hold.