Vodafone unilaterally cancelling upgrades

Vodafone sent me an email offering "free broadband for one year" as an upgrade. Tempted by the offer I range the number to accept. The sheer luxury was that I got straight through to a human being and didn't even have to speak to their non-Turing compliant robot.

A few days later I received a text message saying my broadband order had been cancelled. Aware of the deficiencies in Vodafone's information systems I feared I would end up with no services at all. It has happened before.

This morning I rang the number in the message. No luck bypassing the robot this time and when I got to a human being it was very feint.

I was told my order had been cancelled and that the offer was no longer available but they had a new offer which was less attractive. I said that was not acceptable as they had repudiated the contract. She spoke to her manager and came back with, surprisingly, an acceptable remedy that they would credit me with a year's broadband.

She then transferred me to the upgrade department as I "still had to do the upgrade". All in all I was on the phone to them on an awful line for 67m 21s.

Does anyone else have experience of this? I continue to be amazed by how poor their customer service is.

I had a similar experience. I got one of those 'fttp now available - upgrade now' emails (I already had fttc), followed the link and ordered. I got a confirmation email shortly after then two days later I got the email saying I had cancelled.
Tried again and again it failed.
I phoned them using the freephone number from the TV ads, explained the situation and the girl in sales went through the upgrade procedure with me, honouring the price in my email offer. I got the confirmation email as normal, however this was followed every other day with further confirmation and openreach emails (in an almost spam way) so I knew then it was going to happen. And it did. On connection day openreach turned up, slung a fibre across and connected my ONT. Boom, fttp.
There are a lot of disheartening stories about this on the net but generally only the bad stuff gets posted. I think I only had success because I chose to phone the advertised sales number rather than the one in emailsand we talked in a friendly non-adversarial manner.

Edited by Ripshod (Sat 21-May-22 08:28:26)

Had very similar, accepted an upgrade,got an email about a week later saying their had been a problem and my upgrade had been cancelled, phoned the number on the email, got a recording saying this number is no longer in service, phoned Vodafone through my mobile to told there was a problem, but as the offer was still available the upgrade was done over the phone, after 1hr+, on the day of the upgrade I got an email from delivery company to say equipment from Vodafone would be delivered between 4:30 and 5:30pm, followed at midday from Vodafone to say there was a problem, and the upgrade had been cancelled, rang Vodafone who said it was an error, well the upgrade went ahead. Don’t think Vodafone’s right hand know what the left hands doing.