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]

Doing it on the phone is the best way to do it tbh. Despite the posts on this and other forums it's very rare for anyone to sign up here to say how great the service is.

I've upgraded twice now during my term with vf, and both times it couldnt have gone better. 

[number3]

Thanks @Ripshod , yeah you’re right , it’s also like reading reviews for something you are about to purchase, it might be the best thing since sliced bread , but those 4 bad opinions,  that’ll put you off buying forever lol

[number3]

.....so an hour and a half on with CS and we are sorted.

There was an issue, our address was only live for new customers taking full fibre, not upgrades, seem new gets priority when new areas are added to the system. But our CS rep was a trouper and sorted after speaking with their manager and a different broadband team. Basically having to close the original broadband account and set up as a new one, I think they tried adding the address on the upgrade path but that didn't seem to play ball on the system.

So all being well Openreach here in a weeks time to pull the line to the house.

Not sure if feed back makes it from here to the CS team and we only had her first name, but well done to Hella for sorting everything out for us. Am happy to supply our number onto a community manger so thanks can be passed on directly.

[Ripshod]

I'm really glad you found that "diamond in the rough" who sorted it for you, and although vodafone themselves don't generally visit these forums it's great to name those who go above and beyond. I'm sure Hella will get to hear though. 

[number3]

@Ripshod , indeed, once off the call we both said, if we had got a different CS rep , we would be sitting here with nothing....

[number3]

@Ripshod  i forgot to ask them, not sure if you are in the know, they are apparently sending out another hub, we already got sent the Intelligent WiFi Hub when we took out fibre 2 in September, is it a different Intelligent WiFi Hub for full fibre or do they send something else?

[Ripshod]

You'll get a thg3000, unless you've ordered a Pro II package. It has been noted though that occasionally they'll say they're sending a new thg3000 then, after processing your order, notice that you already have one and cancel it. If you do get a new one it's probably best to use it. 

[number3]

So we had our openreach visit today, all did not go according to plan

Tbf the guys that came today were really good, but couldn’t complete as the original install team didn’t finish the fibre pull to the bottom of our road, approx. 50m missing, even though they noted on the system that it was.

They have installed the box in the house, drilled and left a coil of cable, noting on the system that additional fibre and ducting was needed. They did say that further up our road it looked like a neighbour was in the same position with white marking dotted down to their plot.

My question, will the same road / path install team come out to complete the pull / install missing ducting, for both at the same time , now my jobs been updated on the system?, or is that a bit of a stretch? The 1 stage team seem to think about 2 weeks?

We are lucky we was only upgrading, if moving to another supplier they may have cut us off in prep for a change over

[number3]

@Ripshod  hi, do you know whether we need to speak to Vodafone CS to advise what happened today , or do the openreach engineers feed back the issue to them?