Full Fibre Availability

[garetc]

Hi all,

I am in a FTTP area and am currently served by BT. When I go onto the checker for Vodafone Consumer it only gives me Fibre 1 & 2 which is well below my current 900Mbps connection. On the Vodafone business page I can get up to 900Mbps just not on the consumer page.

Any idea how I get Vodafone to update it?

[Janey]

Hi @garetc Thanks for dropping us a message. I'd recommend giving our Sales team a call directly on this, they'll be able to manually check what we have available at your address. You can catch them on 08080 408 408 👍

[garetc]

Thanks for the reply @Janey 

Openreach's website is updated so I'm not sure why Vodafone's website hasn't.

Calling to see what is going on feels a bit like hard work, I assume that Sales use the same tools as the website.

[Effie]

The Sales teams are able to run much more detailed premise checks than the website tool can so they will be able to give you a definite answer @garetc 

[garetc]

According to Parie in Sales that's not the case, you can only offer me 36Mbps or 55Mbps connection. Given I currently have 900Mbps and will be able to regrade to 1.6Gbps with EE shortly feels a bit pointless.

Side note, if that lady I was speaking to doesn't want to speak to customers and is happy to raise their voice at them maybe they should be in a different role.

[garetc]

After speaking to Sean, (transfer number 3) although Openreach show we're in a full fibre area he couldn't help and there's no way for him to get it checked. He advised me to go and speak to Openreach to tell them to update Vodafone's systems? At least Sean was nicer than the 1st agent Parise who was just terrible.

If this is the service that potential customers get I think I'll stick with BT-EE for broadband.

[Jayach]

It is surprising you had that problem with Parise. Everybody I have ever spoken to in Vodafone has been very nice, usually useless, but very nice about it.

[garetc]

Same, usually they're all really polite but the service isn't the most comprehensive.

At one point I said to her there was no need to shout at me and she returned to a reasonable volume without acknowledging that she was even shouting at me. I asked to make a complaint and she told me she 'had been nice to me but the line was really bad' then, when I asked again she blindly transferred me to billing without warning just after I asked how to spell her name.

I could understand a little if I was being rude or abrasive but I was only asking if there was a way to feedback that their systems haven't updated in the 12 months since FTTP has rolled out here and it was a full on 'computer say's no' 

TBF I was warned by someone not to bother because customer service is bad so at least the person's advice was good (unlike the CS from Vodafone).