Fibre upgrade - reduced call quality

[sjsavory]

We upgraded our Vodafone Fibre contract from 75Mbps to 500Mbps 2 weeks ago. Since then, incoming phone call quality has degraded - staccato / jittery speech difficult to understand. Outgoing call quality is unaffected. This occurs with all 3 phones we've tried: the existing BT base and handsets that worked fine with the same router until now, a borrowed Siemens phone, and my mobile when it connects to wi-fi for calls.

Customer Services Call 1: Extensive diagnostics - no problem detected from either of the two Tel outputs on the router. They send a VOIP adapter. My phone connects directly to the router. A VOIP adapter is for 'old style' phones - add it between router and phone (using an old-fashioned cable) and there's no dial tone at all.

Customer Services Call 2: A step backwards - "Please try your other handset" - "I promise you that'll be no different, but give me call" - "Hi - no better - let's continue the discussion on the mobile I called you from". They ring back - logged for 1 sec - before texting to say they couldn't get hold of me and would call again in an hour. I set attentively for 75 mins. No missed call, then a second text to say they hadn't managed to contact me, and for me to phone again. Customer Services now doesn't connect the call, an automated message stating I need to seek help online!

So I thought I'd ask hear for thoughts as to what the issue is before I try and contact Vodafone again. Do I ask for a replacement router, or for a BT OpenReach visit to check their kit?

[Tal]

Hi @sjsavory, thank you for sharing this and I do apologise about the issue that has happened after the plan change, with you testing a few phones and the issue clearly started after the plan change I would advise contacting us again so we can get this raised for further investigation so we can get it resolved - 0333 3040 191 or webchat here.

[sjsavory]

Thanks Tal -

A further 40 mins on the phone to Customer Services this afternoon with no progress other than the problem being passed to an expert team, and the promise of an update call (to another number obviously) in 24 hours.

[sjsavory]

Fourth time lucky. Phone call as promised. Expert team had tinkered remotely overnight. Switch off. Switch on. Result!

Moral of this story - please would Customer Services LISTEN to the customer's narrative, and integrate it into their diagnostic thinking. Being polite alone doesn't mend things. Trust me - I'm a doctor. Thank you to the third member of your team who I spoke to yesterday and who called again to close the episode. You listened and got a fix without further delay.

[Tal]

Hi @sjsavory, thank you  very much for the update and the feedback on how this has been worked and I'm glad to hear it has been fixed now. We're always looking to find ways we can make things easier for our customers and improve our customer service, so I have raised feedback on this.