Gigafast upgrade

[vtjunks76]

Hi,

Has anyone upgraded their gigafast broadband to a higher speed package?. It looks like no one in Vodafone knows how to do it. I was on phone with Vodafone for nearly 2hrs and was just getting transfers from one team to another without any help.

All I need is to change my current broadband package to the next higher package. But they are not able to help at all.

Thanks

[BandOfBrothers]

Hi @vtjunks76 

I appreciate that you have tried customer services, and that they haven't managed to help.

Can I suggest you contact the Vodafone Social Media Team's via Twitter or Facebook.

The team do help here on the forum but can't help with account issues from the forum.

Contact-us-for-account-specific-queries. 

[vtjunks76]

The worst customer service experience I ever had with any service company I used so far. Vodafone is interested only in the money not solving the customer issues. All I wanted was to upgrade my gigafast broadband to a higher speed. I have been told there is no process exists in Vodafone to do it, they literally can’t do it.

I will be charged the early termination fee If I cancel my contract but take another one with higher broadband because they provided the service asked for.

As a Vodafone customer once I signed up for a Vodafone service my circumstances or demand shall not change if so Vodafone will charge you..What a joke..

The retention team member told me that he will escalate this to the SME(subject matter experts) and they will call me.. I am still waiting for the call

[Evie]

I'm disappointed to hear you feel this way @vtjunks76 and the experience you've had with us so far. If you are on our 900 Mbps Gigafast broadband, that's the highest speeds we offer and therefore can't be upgraded. 

We'd hate to see you leave over this and would like to turn this around for you. We don't have account access over the forum but our sales/upgrades teams on 0333 3040 191 or webchat will be able to assist with this.

[vtjunks76]

If I am already on 900Mbps and no Vodafone does not offer package above 900Mpbs surely I would not ask for an upgrade, am I correct?

Just to clarify I am on a lower broadband package and want to upgrade to 900.

I also posted the above same message on your Facebook chat. If you have access to it, you should be able to see the account details. Please read the latest comments in the account posted by Mr L at 3:21 on 2/1/21

[Evie]

Thank you for clarifying @vtjunks76 

We wouldn't be able to assist with this over Social Media as we don't have Gigafast systems and can't process upgrades over that platform I'm afraid. I would suggest to speak with the team on the channels specified in my previous post and they'll be able to advise further on how to upgrade your Gigafast to the 900mbps. I appreciate how important it is to get the best speeds possible 😊