Connection unusable now at ~0.50mbps. On hold to customer services for over an hour, no answer.

[Jenji]

Have been on "Unlimited Fibre 76" since May 2017, given a guaranteed minimum of 71Mbps upon signing up. Website now states guaranteed minimum of 55Mbps. Router sync speed is 79.9Mbps with upload of 20.0Mbps.

Experiencing really slow speeds and very high latency recently, for around two months, noticed it when playing online games. Initially put it down to the game servers, however that was likely a bad mistake.

Yesterday I decided to start speed testing and the results you can see below.

Today the connection has dropped to an all time low... less than 1Mbps, with a ping of more than 150ms. This is unacceptable. 

I have tried hard resetting the router back to factory settings, regular soft resets as well. I have done speed tests on several servers, including Vodafone's own server in Newbury. I have run speed tests while plugged into the test socket as well. None of these things have any effect on the speed and ping.

I see that I am not the only one experiencing this. How many complaints will it take until Vodafone admit there is a problem on their end somehow? 

All responses to the other threads state something like "I have sent you a PM with instructions on how to contact us." Well, I have been on hold to Vodafone Home Broadband support since before 8pm. Still on hold now, even though they closed at 9pm. How can I log the complaint when nobody will answer the phone? 

I can't express strongly enough just how poor the connection is during peak hours. And tonight I am literally at a standstill.

Speedtest.net results 7th and 8th March 2018 on supposed 76Mbps connection:

TEST_DATE	TIME_ZONE	DOWNLOAD_MEGABITS	UPLOAD_MEGABITS	LATENCY_MS	SERVER_NAME	DISTANCE_MILES
17/10/2017 22:34	GMT	28.99	17.97	15	Bradford	50
17/10/2017 22:35	GMT	32.75	17.53	11	Bradford	50
18/10/2017 16:43	GMT	4.23	13.83	19	Sheffield	50
18/10/2017 17:02	GMT	6.2	9.14	18	Bradford	50
21/10/2017 09:36	GMT	9.74	17.79	16	Wolverhampton	50
21/10/2017 09:38	GMT	9.33	18	18	Manchester	0
21/10/2017 09:59	GMT	7.34	18.1	16	Nottingham	50
21/10/2017 10:06	GMT	73.2	17.93	22	Telford	50
21/10/2017 10:07	GMT	6.7	17.88	16	Nottingham	50
21/10/2017 10:08	GMT	71.13	14.92	22	Telford	50
21/10/2017 10:08	GMT	8.27	10.84	27	Telford	50
21/01/2018 20:34	GMT	6.34	18.06	16	Manchester	0
07/03/2018 17:16	GMT	71.14	16.62	61	Manchester	0
07/03/2018 17:22	GMT	73.08	16.2	74	Sheffield	50
07/03/2018 17:40	GMT	69.8	15.32	94	Sheffield	50
07/03/2018 17:43	GMT	71.6	12.18	96	Manchester	0
07/03/2018 17:51	GMT	24.21	12.33	105	Manchester	0
07/03/2018 19:26	GMT	11.34	6.68	129	Sheffield	50
07/03/2018 23:05	GMT	39.73	9.68	123	Sheffield	50
07/03/2018 23:12	GMT	13.87	11.55	127	Sheffield	50
07/03/2018 23:32	GMT	70.5	17.24	63	London	150
08/03/2018 18:10	GMT	5.4	10.05	132	Sheffield	50
08/03/2018 18:14	GMT	3.39	13.22	139	Newbury	150
08/03/2018 18:16	GMT	2.22	8.75	147	Newbury	150
08/03/2018 20:03	GMT	1.68	11.79	141	Newbury	150
08/03/2018 20:07	GMT	1.48	9.55	137	Newbury	150
08/03/2018 20:56	GMT	0.53	11.53	157	Newbury	150
08/03/2018 21:06	GMT	0.31	5.44	156	Middlesbrough	100
08/03/2018 21:11	GMT	0.87	8.43	156	Middlesbrough	100

[JamesBroadband]

To be honest I feel sorry for DaneB, his job must be utterly miserable, wave after wave of people experiencing speed issues with absolutely no power, no ability to actually fix anything, no support from management and only canned generic responses.

My speeds are also utterly pathetic, I'm moving back to BT, at least they'll send an engineer, take rational steps, answer the phone and have the expertise to maintain their network.

[Ian1973]

I have exactly the same problem as you, I thought it was the upgrade to the rest of the estate that was causing our problem ....

[SAAB99]

I too have experiencong very low speeds, start four weeks ago for one day only, then a 2 day and currently in a 3 day session.

Have noticed slow down start in the afternoon and peak low late evening.

Have raised the incident with Vodafone and waiting for level 2 Tech to return call.

[SAAB99]

 Well my update is that Vodafone say they have fixed a faulty wire/cable and should not have any more issues.

As they stated that I'm over the max devices , which is 8, which to me is an issue. This limit has not been mentioned to me before.

To quote broadband-speeds-vcop-consumer.pdf which does not state a how many devices are permitted.

"Throughput speed This is the speed you actually experience when you access the internet. It depends on factors such as whether you use Wi-Fi or cables to connect devices inside your home; the number of devices connected to your network; the speed your devices run at; and whether you’re using the internet at peak times. Because of all these factors, throughput speed will always be lower than your access line speed, though often not by much."

Also requested change to the new 55Mb minimum contract but I would have pay a penalty. So that means as an existing customer I can not have the same prelivege as new customer which I think is unfair.

So the 8 device max and that unfairness I will not be renew when my contract ends in 12 months, and will provide poor performance/ service recommendations.

I'm waiting for a transcript of this morning s conversation with support.

[Jenji]

After posting this last night, I hung up the phone and queued for live chat. Queue was 30 mins and the chat took just under one hour. 

Tested my line and router then asked me to do a speed test which was 51Mbps (it was about 10:20pm at this point). As a result the agent generated a ticket with the Tech 2 team, along with a promise of allowing me out of my contract if it is not fixed, and a discount for the period my speeds have been slow. They have copied this promise into the notes on my account, and I have saved the transcript just in case.

[DaneB]

I love my job @JamesBroadband 😎 

@Jenji - I'm terribly sorry to see the speeds you're receiving. So my team can look into this with you, please follow the instructions I've sent to you via private message.

If anyone else is experiencing any issues, please let me know by mentioning me @DaneB 😊