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Gigafast (Customers unable to view service status or scheduled work which may cause disruption)?

dzuser
4: Newbie

‎17-07-2020 11:44 PM

Hi All,

 

Well just had Gigafast die for the second time in a couple of days (service down for approximately 20 - 30mins).

 

A chat with support to enquire if the Gigafast (CityFibre) service had or was experiencing any issues, or if any scheduled work was being undertaken which may have caused the disruption resulted in questions regarding the colour of the lights on my router, and if any electrical equipment was located near it! I was eventually advised there had been no outages, and that I should monitor the situation for 3 - 5 days.

 

Therefore, my question to fellow customers and any Vodafone representatives viewing this post is:

 

If Support have access to information regarding the service status (Inc. Outages, scheduled work, etc); when will Vodafone provide customers with access to this basic information (Providing visibility of such information to customers will result in fewer calls to support, and therefore reduced costs)?

 

P.S. I've yet to come across an ISP who doesn't provide its customers with visibility of such basic information!

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3 REPLIES 3

Mozambezi
4: Newbie

‎18-07-2020 08:21 PM

I feel you've been talking to Customer Services, not technical support. 

 

Tech2 is able to see all you line through and all errors on it. "Maintenance" usually takes 5 minutes and done somewhere at 1am. 

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Anonymous
Not applicable

‎21-07-2020 05:32 PM

Hi @dzuser We understand the importance of staying connected and I appreciate that 20-30 minutes of downtime is not the service you expect. 

I'd recommend giving our dedicated Gigasfast team a call on 0333 3040 191 (Standard call charges apply) to discuss this. They'll be perfected placed to run some tests on your line here and help get this resolved for you 

 

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dzuser
4: Newbie
In response to Anonymous

‎22-07-2020 09:50 AM

Hi Jack,

 

Thanks for the reply.

 

I have spoken to the dedicated Gigasfast team. However, I wouldn't expect to have to contact customer services, general support or the  dedicated Gigasfast team and go through the associated process to gain basic information regarding the status of the service (Information regarding the current status of the service (traffic light system), and future schedule of work / maintenance should be available to customers via the customer portal).

 

Making such information readily available to customers, should reduce calls to vodafone and increase customer confidence / satisfaction (Potentially lowering costs and increasing profit for Vodafone!).