Fibre Upgrade failures

[DeaJae1]

I'm writing this here as TOBI seems to think I want to cancel my current service instead of getting information about a possible (or impossible upgrade as the Tech team keeps cancelling it), and I'm getting really fed up of hold music.

I'd like, in writing, why the tech team is having issues processing my orders every time I put one in. A simple reasonable request, trying to figure out if I can actually have affordable decent Broadband from Vodafone, or anyone else, or if I should give up and try elsewhere and find out that Vodafone have ruined that too!
From a conversation a day ago, they think it is the landline number not being supported by the system.. the one ported from BT, the one I don't really care about having if it makes things easier (so in my view that wouldn't be an issue, only the rando scam callers will get upset).
From the 2 times before, I didn't even get a reason, just 'the system isn't letting it happen', a new order gets created and the agreed price goes up, which is very frustrating.

For a 'communications company', you are sure difficult to talk to.

[Ripshod]

If you want to upgrade phone the number on the TV ads. Always worked for me. 

[DeaJae1]

Ordering it isn't the issue, they'll happily do that.
It returns as 'cancelled' a few days later, then I go through with Customer service for a few hours, then its back on a new order, then repeats as Cancelled.
6 times so far, its making me consider ditching and going for VirginMedia's offering, despite their customer service record..

[Jayach]

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@DeaJae1 wrote:
6 times so far, its making me consider ditching and going for VirginMedia's offering, despite their customer service record..

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Your order has been cancelled 6 times, and they can't tell you why. Can Virgin be any worse?

And why Virgin? Other ISP's will supply broadband over the same Openreach/CityFibre connection Vodafone use.

[DeaJae1]

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@Jayach wrote:

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@DeaJae1 wrote:
6 times so far, its making me consider ditching and going for VirginMedia's offering, despite their customer service record..

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Your order has been cancelled 6 times, and they can't tell you why. Can Virgin be any worse?

And why Virgin? Other ISP's will supply broadband over the same Openreach/CityFibre connection Vodafone use.

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CityFibre, Hyperoptic and various other Cable/Fibre only non Openreach networks are not here, except Virgin (who probably got dragged here by their O2 partnership).
Openreach ISPs don't seem to offer value for money, their 150mbps packages are  over £35 per month. My old Plusnet want £36 per month for 78mbps just before I moved.
Guess i'll have to complain over FB or Insta to try and get a reason out of them, seems like they don't read their own forums.

[Remi]

Hey @DeaJae1. Thanks for getting in touch with us with the current issues your facing and as we can't access any account information via this forum. Can you make contact with my team here and we can look to investigate why the order keep cancelling and see if we can provide further guidance. 

[DeaJae1]

I tried, found it too slow and bounced around people who think I want a new package instead of the one I ordered before..  I'm not paying £41 per month for 74mbps! strange how the upgrades available in account are so much higher now, and during Christmas sale too.
going to try elsewhere as this has annoyed me so much over the past few months.

[Gemma]

This isn't the experience we want you to have @DeaJae1 - We hope it doesn't get to the stage of you leaving us. If you'd like to give us another chance, then please message us again over on Social Media.