FTTP available as a new customer with Vodafone but it's not available to upgrade

[Narbar]

Hello, 

Openreach finished installing FTTP broadband on my street in September 2023.  I have the email notification to confirm.

I can get FTTP with any other provider including Vodafone as a new customer.

Unfortunately when I have tried to upgrade FTTP is not available on the upgrade system and basically I'm told computer says no.

Has anyone else had this issue and how did they get it resolved as I'm still over a year in on my contract.  Would it be a option to mutually agree to cancel my contract for free and then immediately start a new FTTP contract with Vodafone to negate the system issue?

Thanks Dean

[garetc]

Drop an email to the CEO and/or the exec complaints team. Maybe they’ll investigate properly rather than a canned response which is so obviously wrong. 

They should be able to check on the City Fibre and Openreach websites what services are available in your area. 

[Jayach]

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@georgeh01 wrote:

you are looking to upgrade your home broadband to full fiber to premise.

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Honestly, who wrote that? A 12 year old?

[georgeh01]

F.M.L

We would like to inform you that due to our system limitations we will not be able to upgrade your existing plan to a fiber to the premise( FTTP). As a goodwill gesture we can offer you £50 which will be adjusted with your upcoming bill.

Please let us know if this is acceptable to you and if we can proceed with the credit addition.

Thank you for being patient with us.

[Narbar]

Does that mean for the rest of your contract or just for the time been?

[georgeh01]

I'm hoping just for the time being because I'm otherwise tied in to FTTC with VF for another 21 months. 

Only thing I can now think to do is to claim failure of supply which boxes me into an inferior service.

[Ripshod]

I'm surprised they haven't let you cancel your current without charge, then order a fresh new service. No guarantee that would have worked either. 

It's sad that things like this happen today. 

Would your connection have been with openreach I wonder(?). There does seem to be a lot of miscommunication going on, not only affecting vodafone. 

[Narbar]

I wonder if contacting openreach could help with this situation 

[Cynric]

@Narbar Good luck with contacting OpenReach. Their contract is with the ISP and not the end consumer.

[georgeh01]

YESSSS! Just gotta get through level 1 support

I'm your new case handler and I'm a Specialist Care Manager.

After investigating into your complaint unfortunately, due to system limitations we're unable to upgrade your current service however, I can see that you can have Full Fibre in your area and would be able to take out a Full Fibre new connection.

To resolve this, I've taken your current service out of commitment, which means when you cancel this service you wont be charged a Early Exit Fee.

I'd suggest placing a new connection order on the account for the service which you'd like. Once you have an activation date for this service, place a cancellation notice for your current service.

To confirm, I've added the £50 goodwill credit onto your account, which you were previous offered. This will be used towards future billing.

A member of our team will connect you to your dedicated case handler, provide you with an update or arrange a call back at a time that works for you. Just to note, so that we can get you to the right team when you call, you'll need to enter your unique reference number XXXXXX

Yours sincerely,

Eleanor

Customer Care

Vodafone Limited



Just keep refusing to accept the initial supports solution and keep persisting with it being up to the next level like I did

[Jayach]

Good result @georgeh01 , fingers crossed it all goes well.🤞