Re: Reading Gets Vodafone 4G Upgrade
Theodora Glime
Hi , we took out Vodafone Broadband back in September and at the time Openreach was pulling cables for full fiber, person online checked and confirmed we could upgrade to full fiber as soon as it was live.
There was an issue, our address was only live for new customers taking full fibre, not upgrades, seem new gets priority when new areas are added to the system. But our CS rep was a trouper and sorted after speaking with their manager and a different broadband team. Basically having to close the original broadband account and set up as a new one, I think they tried adding the address on the upgrade path but that didn't seem to play ball on the system.
Not sure if feed back makes it from here to the CS team and we only had her first name, but well done to Hella for sorting everything out for us. Am happy to supply our number onto a community manger so thanks can be passed on directly.
I'm really glad you found that "diamond in the rough" who sorted it for you, and although vodafone themselves don't generally visit these forums it's great to name those who go above and beyond. I'm sure Hella will get to hear though.
@Ripshod i forgot to ask them, not sure if you are in the know, they are apparently sending out another hub, we already got sent the Intelligent WiFi Hub when we took out fibre 2 in September, is it a different Intelligent WiFi Hub for full fibre or do they send something else?
You'll get a thg3000, unless you've ordered a Pro II package. It has been noted though that occasionally they'll say they're sending a new thg3000 then, after processing your order, notice that you already have one and cancel it. If you do get a new one it's probably best to use it.
They have installed the box in the house, drilled and left a coil of cable, noting on the system that additional fibre and ducting was needed. They did say that further up our road it looked like a neighbour was in the same position with white marking dotted down to their plot.
My question, will the same road / path install team come out to complete the pull / install missing ducting, for both at the same time , now my jobs been updated on the system?, or is that a bit of a stretch? The 1 stage team seem to think about 2 weeks?
My wife is looking to upgrade from her current sim only deal. She can log onto the vodafone site, see her bills etc, but when she clicks the "Upgrade" button from within her account, it waits for over a minute and then goes to "Something exciting is coming soon" page (which looks like a maintenance page to me).
That's a little strange @Benjnicholls, we're not aware of any issues at our end and I'm able to check my upgrade options through the My Vodafone app. As she's able to log in and check her bills, it sounds like her online account's been activated, but there seems to be a problem accessing this area. So we can access her account and take a closer look into this, please ask her to get in touch with us directly through one of our social channels and we'll be happy to help
Talking of which, after an excruciating 40 minute CS online chat with someone who couldn't even find the account, we then got transferred to someone who was competent. They found a technical problem with the online account, so they deleted the account and my wife can register for a new one tomorrow.
Seems that the online account hadn't been deleted and looks like maybe I wasn't told the truth as the account is managed by a third party company called Onecom and Vodafone are very limited in what they can do.
Contracts that have been opened up through Vodafone have been known to be transferred to Onecom without the contract account owner not being aware until they cone to move networks or contact Vodafone to upgrade. This is in the T&C's.
Pip's attempts to connect to files.pythonhosted.org are being redirected by (for example) your organization's firewall. This kind of thing happens when an organization blocks direct internet access. Maybe ... you are supposed to configure your computer to use an organization-provided internet proxy service?
I had the exact same issue. I am on a vodafone network in Spain and using PyCharm on Windows 11. When I pip install and pip upgrade (and also visit files.pythonhosted.org) it failed due to CERTIFICATE_VERIFY_FAILED in the browser the SSL cert was from 'tomcat' and self signed. ... I'm presuming vodafone has blocked files.pythonhosted.org (but not sure).
At UKC/UKH we are all experienced internet users and as such we understand why some people want to use Ad Block to remove annoying and distracting advertising that proliferates on some web sites. We don't feel that UKC/UKH should be considered as such a site.
We have developed a site that has subtle and appropriate advertising; we don't use pop-ups, we don't force you to read adverts before you can see content, we don't plaster content with adverts, and we don't use third party ad servers dishing up totally inappropriate advertising. We have worked incredibly hard over the years to make sure that we keep a good balance between advertising and editorial content.
My house and my family have been disconnected from the modern world and if we want to return we are being asked to pay 3,000 to a supplier who should never have terminated their service until they had confirmation from Openreach that the new fibre line had been installed.
Vodafone admit the termination is their error but are taking no further responsibility for resolving an issue that is entirely their responsibility. The copper line should have been maintained, Vodafone would have then contacted me to inform me that if I wished to proceed with the upgrade there would be a 3,000 cost. We could have negotiated, and ultimately, I could have made the decision to no longer proceed with the upgrade and continue with my existing service.
That sounds beyond infuriating! Worth a complaint to Ofcom (and telling Vodafone that you're going that route)? Might help get some action, and even if it doesn't it might be cathartic to feel you're making your point.
Might be worth giving BT or sky (with your neighbour having them) a call and seeing if they could sort you out for cheaper/for nothing, even if it means signing up for the TV for 12 months as part of it. Can't think of a quicker way to get it resolved, I suspect you'll get no joy from Vodafone unfortunately.
Raise a formal complaint in writing to Vodafone, informing them that you will be contacting one of the alternative dispute providers, see details below, you usually have to follow the providers complaints procedure for 8 weeks before you can get a deadlock letter an enact this but the threat often motivates them.
The other tactic I have found that works is to physically stand in a Vodafone store until they sort the issue - remain calm and patient - but refuse to let the person go/move on until they have it solved - again amazing how off putting this is to potential customers in the store and things often get sorted as a result
Just to add to resolve near term stress look at a mobile broadband solution if you have good 4G or even 5G coverage in your area, Vodafone do them so you could suggest they provide FOC whilst a solution is found
-broadband-deals
Sorry for multiple replies, I would contact Sky or BT in the interim and ask them for an FTTC service (i.e. like the 70 Mbps you had before) and see if you can order this, you can then progress in parallel with Vodafone resolution.
If they say no at least you know Vodafone aren't bullsh&ting you which is possible; they may also offer you a fibre product and you can be clear on the situation with them.
Question: Is the connection from the green cabinet to your house today underground or via an overhead line?
I'm afraid you may struggle and find that openreach and the provider just blame each and take no responsibility to right their error.... seen and dealt with it loads before in my previous role (phone and broadband provisions and technical support)
To enact this you usually need a deadlock letter, this indicates that you have followed the companies internal complaints process and 8 weeks have passed since you first complained (important you log this and also refer to it in all correspondence with a provider).
Based on current experience with Vodafone I cannot see them shifting. I have requested an escalation and I am told that I will get that but then it is a written statement of their 'final position' which I guess is their deadlock letter.
Sky from web research appear to be more willing to swallow some of the BT Openreach excess construction charges which is where the 3k come from - the cost to Sky from BT Openreach will be the same as Vodafone, how much each company will subsidise will differ.
However I think its unlikely they will swallow 3k, on the basis you will pay them
Good point ref. reversal, and given the Exchange is not in a 'stop/sell' then this should be possible, assuming the cabinet is not at capacity, but unless someone ordered FTTC the moment the termination happened it shouldn't be the case.
Your point is valid ref. the 3k now becoming 'mandatory' due to Vodafone errors and hence they should swallow it.
Vodafone will just go off 'fibre available' on the Openreach checker, they won't do a survey and will assume that its a standard install at a cost of up to 1,000 which Openreach cover.....the excess construction charges only become apparent when OR (or an OR contractor) turn up on site, find its not normal and then an OR survey occurs and the 's get worked out....as happened to the OP
I am not saying I agree with this - its bonkers - but its the way the system works given the communications providers (in reality just resellers)/Openreach split in the UK
The people in the sales channel (i.e. Vodafone) probably knows less about the actual OR situation than the collective knowledge of this thread.......they just resell what a computer tells them is available and order via a portal, they have no real technical knowledge of the solution or ability to solve it, that sits with OpenReach who will only talk to a CP (i.e. Vodafone)