Increasing latency + peak time latency & packet loss

[av709]

Since I started my Fibre 38 contract with Vodafone in August last year, my line has never synced at the minimum guaranteed speed of 35Mbps (other than for 2 days after a DLM reset). I had several engineers out who failed to solve the issue or even admit there was one. Vodafone Tech 2 decided it's a REIN issue. My sync speed has been banded at 31Mbps for a while now, that's fine.

However, a few weeks ago I noticed on my BQM that average latency was increasing slightly all of a sudden, staying like that for a while and then increasing further. Once I reboot the router or wait for it to drop, it goes back to normal for a couple of days and then does it again. See here and here. Not horrendous but not normal either.

Now, a few days ago my sync speed reduced to 28Mbps and for the past 4 evenings I've been experiencing horrible latency, packet loss and reduced throughput speed between 7.30pm & 11pm. Here's a snapshot of tonight's BQM. This issue is not specific to me, my friend who lives on the same road further down, also with Vodafone, is experiencing exactly the same thing at the same time. Here's his BQM from tonight.

Frustratingly I'm having a hard time convincing the Tech 2 team that these are new/separate issues, no matter what I say they insist it's REIN and refuse to send an engineer. Well apparently I've had a REIN issue for 7 months but I've never seen anything like this up until now. I've been offered discount and an option to terminate the contract but really I see no reason why they shouldn't be escalating the fault to BT. Any advice/thoughts from forum members would be appreciated.

Mods/Staff, please let me know if there is a way of sending the BQM snapshots to the Tech 2 team so they can see the issue for themselves.

[av709]

Packet loss not bad last night but still increased latency at peak time. Also the general rising latency can be seen in this graph. No devices were connected all last night. Again, a reboot of the router fixes this problem (unless it causes it to drop, which ever comes first) for a couple of days, but what is causing it?

Any ideas?

[nuggies5]

i woudnt ask Vodaphone cos they aint got a clue.

[DaneB]

My apologies for the experience you're having with us @av709. So we can look into this with you, please see the private message I've sent to you on how to contact our team directly.

[av709]

Well, a month later and nothing has been done and tech 2 have failed to ring me back or respond to my emails 3 times. When you tell your customers on 3 separate occasions that they'll get a callback, and that callback never happens, that's lying. So I don't even have an explanation of this issue and all tech 1 can come up with is "maybe it's a WiFi issue", seriously? Clearly nobody is going to deal with this problem, so I'm switching to Plusnet very soon. Not even tied into a contract anymore since they can't honour the minimum speed guarantee, another issue they show no interest in dealing with. All in all, the customer service is abysmal.

This is what I put up with every night:

[JamesBroadband]

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@av709wrote:

Well, a month later and nothing has been done and tech 2 have failed to ring me back or respond to my emails 3 times. When you tell your customers on 3 separate occasions that they'll get a callback, and that callback never happens, that's lying. So I don't even have an explanation of this issue and all tech 1 can come up with is "maybe it's a WiFi issue", seriously? Clearly nobody is going to deal with this problem, so I'm switching to Plusnet very soon. Not even tied into a contract anymore since they can't honour the minimum speed guarantee, another issue they show no interest in dealing with. All in all, the customer service is abysmal.

This is what I put up with every night:

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Vodafone are indeed pathetic, on all fronts.

[TJ]

Apologies that you've not received your call backs @av709; I completely understand your frustration and I'm sorry that your broadband issue's not been resolved yet.

So our Broadband team can investigate further, Ive sent you another private message to contact us directly. We'll make sure that your queries forwarded to our Tech 2 team to help diagnose any problems.