Broadband upgrade problems

[robidoo99]

I've been trying for a while to upgrade my broadband from FTTC to FTTP as CityFibre installed on my road last year. I'm mid contract, 5 months left.

If I log in to my account and go to my broadband package and click upgrade, I am asked to enter my details and then told an email has been sent, as I am eligible to upgrade. But no email arrives.

If I go to WebChat I wait a long time for someone to verify my details, and then they try to upgrade me but eventually get an error. I get passed back and forth between teams, and nobody resolves the issue. These chats take hours, as the operator goes AWOL for 5-10 minutes between messages.

If I call the upgrades team they try to process the order and get a similar error. Last week I had a lady tell me should would fix my account and call me back last Monday to finally resolve the problem. She didn't call back.

I gathered from the lady on the phone that my account has multiple orders stuck in the system, which need to be cleared. Vodafone did email me a few months ago saying they were going to upgrade me to FTTP for free and no change to contract, but the appointment to install was made and cancelled without any communication received. (I always get emails from Vodafone, they do not go to my Spam folder, so I am fairly sure that in this case Vodafone did not send the email that they signalled in earlier messages was coming - otherwise I would have confirmed the appointment back then)

I've spent about 7 hours trying to upgrade now, trying every channel I can to see if something works. Kind of resigned to just leaving Vodafone when my contract is up, but if anyone there can help it would be much appreciated.

[Jayach]

I can only suggest raising an official complaint, and hoping that team have a bit more "clout" than the others.

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[Lucy_F]

Hi @robidoo99 Thanks for posting and bringing this to our attention. Sorry you're facing so much trouble with this. So we can take a  closer look into your account, what's going on here and advise accordingly please pop our Social Media Team a private message here. 

[robidoo99]

I tried that and after 45+ mins got this response:

"I've checked the account and can see that the order which was placed earlier has now been cancelled. So, the team can look into placing a new order for you. I would suggest you to try contacting the team over call or live chat and they can help you further."

But I could see the cancelled order on my account weeks ago.

So nothing has changed, I'm just being directed to the same people who couldn't help me before, and they will get the same error as before, after I have spent more hours going through the same security questions for another 30-60mins.

What would help here is someone saying "Yep, I can see the issue and I'm going to fix that for you. Leave it with me."

[Artyom_2023]

I am having the same issue, after I fill my email it says "We're unable to upgrade your Broadband plan online at the moment. To check if you're eligible to upgrade please choose one of the options below.". I have contacted customer support and placed an order for upgrade and then it got cancelled few times on its own 😂. I have raised a complaint and analyst explained that there is an issue with SOGEA fibre line and they cant upgrade at the moment. I was advised to try later lol 😂. I was trying today, but still the same...

[robidoo99]

Yeah I've decided to wait out the rest of contract and go with another FTTP provider. If there's an issue with the fibre install then I think asking Vodafone to fix it would be painful, they don't seem to be able to resolve glitches in their own systems.