Gigafast Pro Upgrade - Beware

[lmgeorge1984]

We upgraded from GigaFast 500 to 900 Pro in February. Hoping that the Pro product would offer a better service. We were wrong.

Unfortunately, they didn’t upgrade our line profile and we are still stuck on 500 up & down. 

Vodafone opened ticket FLT10999746 which stayed open for 1 week then was marked as resolved. It really wasn’t resolved.

They advised CityFibre did not change our line profile and they would need to contact them to arrange this.

Well, you guessed it! That didn’t fix the problem. We spent hours on the phone to get an update. We were then told that Vodafone didn’t update the profile on their side and that they would need to do this,

well, you guessed it! That still didn’t work.

We called back and was advised that many other GigaFast customers were having the same trouble when upgrading and this was a known issue.

to this day we still don’t have the 900 pro.

We are very disappointed that Vodafone couldn’t get this right. Please fix our upgrade Vodafone.

[Jayach]

It is appalling that your upgrade hasn't occurred, but it hasn't anything to do with Pro.

All Pro gives you is a couple of cheap boosters and a 4G backup, that you will probably never need.

Terrible value.

[Evie]

Hi @lmgeorge1984 - I'm disappointed to hear that this is the experience you've had with us, especially when upgrading it meant to be exciting! I understand how important it is to get this sorted, I'd advise speaking with our dedicated Gigafast team on 0333 3040 191. If you go through the automated system on that number you can select to speak with the team 📞

[lmgeorge1984]

Hi Vodafone

Thank you for your reply and your advise to call. I’m glad you advised to call again as the team advised the FLT ticket was closed with no action taken.

They have now opened another fault ticket under FLT11036161 and advised they will pass this to technical support L2 again.

The team called me back to advise the issue would be solved by the 8th April.

Unfortunate the issue is still not resolved and it’s looking more likely that Vodafone simply can’t fix the issue which is a shame.

I am now looking to switch provider as I’m quite shocked that Vodafone, one of the leading ISP providers are unable to resolve the issue for us. 

I really don’t know what else to say?

[Amanda]

Thanks for keeping the thread updated @lmgeorge1984 and letting us know what's happening. 

Our Technical team will be back in touch, once they've looked into it further 🙂

[DFM]

hello

Is your problem now fixed? I had the same problem with an upgrade from 100 to Pro 500 - but it has now been fixed other than my WiFi Upload speed is faster than my Download speed which was never the case with the 100 Plan

Still trying to find out why

[lmgeorge1984]

Hi

Im afraid my Wi-Fi speed is not resolved.

I was advised to complete 3 separate speed tests using only an Ethernet connection with Wi-Fi disabled and send results to Vodafone.

I’m on the 900 service and I get around 36mbps down and around 480up.

Not long until my contract ends then I will be switching.

I totally understand that it’s unrealistic to expect anything near 900. But 36mbp is a little disappointing

[Jayach]

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@lmgeorge1984 wrote:

I was advised to complete 3 separate speed tests using only an Ethernet connection with Wi-Fi disabled and send results to Vodafone.

I’m on the 900 service and I get around 36mbps down and around 480up.

If those results are over Ethernet, there is something seriously wrong.

It is perfectly reasonable to expect the full speed on Ethernet, as long as your devices are capable of it.

[wanijsena]

Hey folks,

one for the techies amongst us...

had the street dug up for shiny new purple cables over the last few weeks and thought i'd look into the deals they were offering for FTTH. I read from various others around the UK that openreach only offer their usual artificial 10% upload speeds but cityfibre based networks are offering a lovely symmetric 900/900 (ish).

My question is : Is anyone in Aberdeen actually getting this?

Just off the phone with Vodaphone and they are denying that they offer this to anyone. its 910/105 at best but "speeds may vary". pfft...

[Cynric]

@wanijsena 

You are replying to an old conversation and your question is likely to be missed. It would help you more to start a new thread in this forum.