Hi,

Just wondering if anyone has any idea the process and how long it takes to get changed onto a new fibre speed following starting a new contract with Vodafone? 

We already have a fibre connection with Vodafone and I signed a new contract on 11/03 to go from Fibre 100/20 onto Fibre Max. I noticed on the 15th that my account was now showing I was on Fibre Max so completed speed test etc but no change in speed. I called Vodafone and was told that an error had been noticed and would be fixed urgently.

On the 20th I got a bill through and was being charged for Fibre Max from the 18th, as there had still been no change in speed I contacted Vodafone again and a helpful guy looked into it and said that a few things he could see seemed weird but not to worry he would escalate it and it would be sorted in a day or two and someone would contact me. I followed up on 22nd and 25th via the online chat and both times were told it was a migration issue and that it would be fixed in 24-72 hours. Still no change and not heard back from anyone so rang again today and was this time told that there are no notes of me having spoken with anyone previously, and they have just now identified that there was an error with the order submitted through to change the speeds and it will take 7 days for this to occur.

It seems strange that it can take so long to change the speed of a connection that is already active, is this normal? I spoke to another helpful person who apologised and changed the back billing and he said he would put me through to migration team who cold double check everything and definitely confirm what would be happening but with a reported wait of over 50 minutes, i couldn't keep on the line due to work issues. I am worried though that with the lack of anything being done from multiple contacts earlier that I am going to wait another week and then find out not much has changed.

Any thoughts on if this all seems like a realistic wait time, and who is best to contact to confirm things are definitely in process would be greatly received. I currently have my normal 100/20 connection so isn't the end of the world to wait, but having recently started working from home, the quicker the change the better.