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Broadband connection

Gigafast Installation woes.... Vodafone, SORT IT OUT!

StillNoGigafast
2: Seeker

Last September 2020, I watch Cityfibre dig up the road...... install ducting.... install two pavement cabinets

Posters are stuck on the pavement cabinets saying Fibre has been installed in the street

I get a leaflet through the door in November to sign up to Gigafast.

I call Gigafast and sign up to the 500 Mb/s fibre package and I am given an installation date of 14th December 2020.

On the 1st December, A Kelly Communications engineer turns up wanting to look at the job and make notes.


On the 7th December, A Kelly Communications engineer turns up wanting to pull through some microduct tubing. He cannot get the draw wire through from the front door to the street cabinet as there is a blockage in the underground duct 2 doors down. He tells me a team will come out and dig pavement to clear duct blockage before the the 14th Dec.


Two Kelly Engineers turn up on the 14th Dec to do the whole installation. They fit a new external wall box next to my front door, fit a ONT box in my garage, run a fibre patch lead from new wall box to the ONT in my garage and also connect the Vodafone Router to the ONT.   They assume the duct blockage has been cleared but find it hasn't. They list the job as a failed install and tell me they will be back a week later on the 21st Dec.

 

Another Kelly Communications team turn up on the 17th December to dig a hole in the pavement. They manage to clear the duct blockage and they manage to run the microduct tubing from my new wall box back to the street cabinet. They tell me someone will be back on the 21st to blow the fibre through.

 

I stay home all day on the 21st. No one turns up at all. I call Vodafone on the evening.  They tell me someone will come on the 23rd.

 

I stay at home all day on the 23rd, No one turns up. I call Vodafone again and am promised I will be connected on the 24th December.

 

I stay in again on the 24th and again no one turns up. I phone again in the evening and there will be no one available to do anything until the Monday of 28th December and to call again.

 

I call again on the 28th December and I am told that it will now take 6 months to complete the installation!

 

I constantly have to phone up to find out what is going on, I get made promises that are then broken, no one seems able to tell  me why it will now take 6 months to complete the installation?

 

Given the stuck on posters and the door to door leafletting, claiming there is fibre in the street, they are clearly in breach of advertising laws as clearly I cannot get a fibre service to the house!

 

Vodafone sort it out!

 

 

 

 

 

 

 

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5 REPLIES 5
StillNoGigafast
2: Seeker

P.S. today is now the 14th January 2021 and I am still without any kind of gigafast service..... I'm sure OFCOM would like to hear of this tale of woe!

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MarkD
Moderator

Hi @StillNoGigafast, we would love to take a look at your experience. If you contact our Broadband Specialists on Twitter or Facebook, the team can get you an update with what's happening. You can find all the contact details here, just remember to include your community username. 

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StillNoGigafast
2: Seeker

I don't use Twitter or facebook sadly as I choose not to have accounts with either of them.

 

All I want is Vodafone to actually provide me with a service instead of telling me its going to take six months!

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StillNoGigafast
2: Seeker

P.S. I have already tried the livechat, it is as useful as an ashtray on a motorbike....

 

I get promises made to me in the livechat but they get broken everytime!

Its the same with phone calls to both vodafone and to the Gigafast team!

The phone calls have even seen me redirected to EasySwitch? (why is EasySwitch involved in this anyway???)

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Mark
Moderator

As we're unable to discuss your account through a public channel such as our Community @StillNoGigafast. We'll be unable to discuss it further here. You can contact our Online Chat team, or call the Gigafast team on 03333 041524 and we'll be able to get this sorted for you. If you'd prefer and are willing to set up social site, pop us a private message and I'm sure our Social Media team will be able to get you back on track too.

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