What do do next - Broadband complaint Vodafone Gigafast
Discussion
Hi All,
Looking for some advice. Ill try to keep the story short but factual.
My previous house I had been in 10 years, for the last 9 months or so I had Vodafone Gigafast 200 at £28 a month, Purchased a new house which also had Gigafast but the 500 connection.
I moved out/in on the 18th June, because the move was a bit short notice in the end, my connection at old address was cut off on 10th July, the old owner of my new house was also supposed to cut off on 14th July. Because I'm working from home straight away I looked into some kind of seamless switch over which Vodafone said yes to.
A few phone calls later it was discovered I couldn't take ownership of the line, And Seamless changeover wasn't going to happen, this was on the 10th July so I purchased a Vodafone 4G box to keep me going while the connection was off. As soon as this arrived realised it didn't work in the house, was just about managing 0.8down and 0.2up at best (signal is poor in the house, more on this below). 14th rolled round and the old owners connection didn't go off, At this point I started a complaint with the CEO office, in fairness they called everyday but said there's nothing they can do till the old owners connection has gone off. we kept waiting and waiting.
Fast forward 10-15 calls and also many days to the 3rd August, I wake up to find Google home offline, then realise everything is offline, So I call Vodafone and place an order with them for Gigafast 200 (now like £48 a month vice £28 but oh well I'll sort that later as part of the complaint), installation date given the 12th Aug 0800-1100 but they assured me they would bring this forward. I called on Saturday to be told "we cant bring it forward" so just accepted this and got on with it.
In the mean time, because I'm working 12 hour shifts from home, I've borrowed a work O2 iPhone to tether, both me and my partner are on Three and we get 2 bars 4G in garden at best but it comes and goes, in the house its a mix of H+ and X. The iPhone gets 3 bar 4G inside but that comes and goes as well, so working has been painful. All the networks advertise 4G indoors and outdoors on their maps, Three even offer a sniff of 5G around the corner (I've got a 5G phone)
So 1100 comes on the 12th and nothing, so I call them, they advise its 0800-1300 not 1100, 1300 comes and nothing, so at 1500 I called them again and spent nearly 2 hours on the phone to be told, they have cancelled my order because they cant supply Gigafast to the house.... a house which already had Gigafast. They will now "look into this" and call me on Saturday, A new order will be placed once they can sort it but that could be 10-15 days on top of how ever long they take to sort it. This is the CEO complaints team by the way not the normal customer service.
The house only has Vodafone Gigafast coming in, the old owner removed all the openreach cabling (dont know when or why) so even getting "normal" internet would requite an engineer to install, plus we had Gigafast and have the cabling now so I want the gigafast connection.
As I'm at the top hierarchy of Vodafone complaints is there anywhere else I can take this? Just want a working connection and a similar contract to what I was paying before.
Looking for some advice. Ill try to keep the story short but factual.
My previous house I had been in 10 years, for the last 9 months or so I had Vodafone Gigafast 200 at £28 a month, Purchased a new house which also had Gigafast but the 500 connection.
I moved out/in on the 18th June, because the move was a bit short notice in the end, my connection at old address was cut off on 10th July, the old owner of my new house was also supposed to cut off on 14th July. Because I'm working from home straight away I looked into some kind of seamless switch over which Vodafone said yes to.
A few phone calls later it was discovered I couldn't take ownership of the line, And Seamless changeover wasn't going to happen, this was on the 10th July so I purchased a Vodafone 4G box to keep me going while the connection was off. As soon as this arrived realised it didn't work in the house, was just about managing 0.8down and 0.2up at best (signal is poor in the house, more on this below). 14th rolled round and the old owners connection didn't go off, At this point I started a complaint with the CEO office, in fairness they called everyday but said there's nothing they can do till the old owners connection has gone off. we kept waiting and waiting.
Fast forward 10-15 calls and also many days to the 3rd August, I wake up to find Google home offline, then realise everything is offline, So I call Vodafone and place an order with them for Gigafast 200 (now like £48 a month vice £28 but oh well I'll sort that later as part of the complaint), installation date given the 12th Aug 0800-1100 but they assured me they would bring this forward. I called on Saturday to be told "we cant bring it forward" so just accepted this and got on with it.
In the mean time, because I'm working 12 hour shifts from home, I've borrowed a work O2 iPhone to tether, both me and my partner are on Three and we get 2 bars 4G in garden at best but it comes and goes, in the house its a mix of H+ and X. The iPhone gets 3 bar 4G inside but that comes and goes as well, so working has been painful. All the networks advertise 4G indoors and outdoors on their maps, Three even offer a sniff of 5G around the corner (I've got a 5G phone)
So 1100 comes on the 12th and nothing, so I call them, they advise its 0800-1300 not 1100, 1300 comes and nothing, so at 1500 I called them again and spent nearly 2 hours on the phone to be told, they have cancelled my order because they cant supply Gigafast to the house.... a house which already had Gigafast. They will now "look into this" and call me on Saturday, A new order will be placed once they can sort it but that could be 10-15 days on top of how ever long they take to sort it. This is the CEO complaints team by the way not the normal customer service.
The house only has Vodafone Gigafast coming in, the old owner removed all the openreach cabling (dont know when or why) so even getting "normal" internet would requite an engineer to install, plus we had Gigafast and have the cabling now so I want the gigafast connection.
As I'm at the top hierarchy of Vodafone complaints is there anywhere else I can take this? Just want a working connection and a similar contract to what I was paying before.
It's City Fibre..
I can get FTTP through Openreach from BT, Plusnet etc but that's going to need go be installed and also they offer big download like 200, 500 etc but slow upload.
Vodafone Gigafast is equal so 200 down 200 up.. 500 down 500 up etc..
I failed security the other day after about 40 calls
I can get FTTP through Openreach from BT, Plusnet etc but that's going to need go be installed and also they offer big download like 200, 500 etc but slow upload.
Vodafone Gigafast is equal so 200 down 200 up.. 500 down 500 up etc..
I failed security the other day after about 40 calls
AJB88 said:
they all say a mix of 4G indoors/ 4G outdoors but in reality the house is a black spot. Hence why Tethering isn't really working as a stop gap.
If you get a decent outdoor antenna with booster and a proper 4G router to plug into it, you might be able to get better results for mobile data.Sounds like a horrible situation though .. best of luck. Maybe Starlink might even be an option?
AJB88 said:
they all say a mix of 4G indoors/ 4G outdoors but in reality the house is a black spot. Hence why Tethering isn't really working as a stop gap.
I'm working on a report which compares coverage maps with experience. It boils down to the maps expecting a level of signal sensitivity in the phone which is 70 fold greater than a typical handset. I borrowed a 4G router with aerials yesterday. Luckily because Smarty/Three messed up my mobile changeover I have an active sim spare with unlimited data.
So installed it all, neighbour had hooked it up to his mesh system previously so was hoping to do the same with mine, anyway I got it working eventually in window of living room, 15 down but 0.2 up. Google mesh system also wouldn't work with it. The simcard also switches over tomorrow so after tomorrow I wont have a spare sim card.
Back to tethering my work phone and personal phone.
So installed it all, neighbour had hooked it up to his mesh system previously so was hoping to do the same with mine, anyway I got it working eventually in window of living room, 15 down but 0.2 up. Google mesh system also wouldn't work with it. The simcard also switches over tomorrow so after tomorrow I wont have a spare sim card.
Back to tethering my work phone and personal phone.
AJB88 said:
Fibrehop now re-sell Cityfibre in MK as well, unfortunately my address isn't available with them at the moment or else would of been ordering with them tomorrow!
Nor is mine. TBH, never heard of Fibrehop but will be keeping an eye on them. If City Fibre are finally opening up to 3rd party ISPs might just wait until my current ISP offers it. I know they were in talks but everything is later that it would have been. FTTP will save me £5 a month on my current FTTC as I can ditch the £10/m landline (phone is VoIP). TBH, I don't need more than my current 76MBps but man-maths always says faster is better.For me at the old house the 200 gigafast was cheaper than 76 so it was great, plus we are heavy users. so the increased upload was good. I wouldn't go back to normal now, we were excited when found out the new house already had the gigafast (wish it didnt now as the set up would of been a lot easier)
Nothing from Vodafone, tried to call them yesterday after I woke from nights, was on hold for 1 hour 27 mins and gave up in the end.
So I started spamming Twitter, Facebook and Linkedin again copying in Cityfibre (There is a Milton Keynes manager on there so tagged them).
Woke up this morning with 3 friend requests from Cityfibre people so hopefully will be able to get Cityfibre to do something about it now. I'm hoping they will just release my address to Fibrehop so I can buy it from them.
So I started spamming Twitter, Facebook and Linkedin again copying in Cityfibre (There is a Milton Keynes manager on there so tagged them).
Woke up this morning with 3 friend requests from Cityfibre people so hopefully will be able to get Cityfibre to do something about it now. I'm hoping they will just release my address to Fibrehop so I can buy it from them.
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