Stirling MSP Bruce Crawford has raised concerns with the Chief Executive of Vodafone over the current service received by some constituents on the new Gigafast Broadband service.
Mr Crawford was contacted by a constituent from the Cambusbarron area, who found that many of his devices were not compatible with the new service, and that there has been some delay in rectifying the issue.
In his letter, Mr Crawford said:
“My constituent tells me that, following CityFibre’s installation of FTTP in Stirling, he signed
up to Vodafone in September, but after two weeks began having problems with the router
resetting itself, meaning no consistent internet or landline phone access. He says that he
complained by phone and online chat, and eventually by formal written complaint, over a
seven week period, and was advised by phone on 29 November that there is a known issue
with Vodafone’s Gigafast router firmware making it incompatible with Apple devices. He was
told that a fix would be issued across the network in the next few days and that he would
receive a refund of £84 for three months access. He has since been advised that it will take
until January to fix this issue.
“I would be grateful to know when this fix will be carried out, and what Vodafone is doing to
inform customers and potential customers of this issue, and what steps are being taken to
refund affected customers.”
Mr Crawford commented:
“The rollout of the new Gigafast service in Stirling is an exciting step in modernising our communication infrastructure. I have also been impressed by how quickly this has been installed in some areas already.
“However, people expect a seamless service and there has clearly been issues with connecting to some devices.
“Whilst I appreciate that Vodafone has identified the issue and is working to resolve it, I hope that this can be rectified as quickly as possible so that my constituents can enjoy some of the fastest internet speeds in the UK on all of their devices.”
