No where near guaranteed minimum speed

[Starling2015]

Hi 

wondering if anyone can help as I'm getting no where quick with the online advisors, both chats tonight with conflicting advice.

Fibre broadband activated last Tuesday so it's been on a week and so far router speed hasn't gone over 36, out guranteed line speed is 73. One advisor said that a service call had been issued a few days ago due to slow speed and had I received a call, I said no. He said no worries I'll do some tests. He wanted me to take face plate off, so I unscrewed it but I couldn't get it off. After that line was disconnected to chat!! 

Had to explain it all to a different advisor who who advised me to change channels and enable split something! 

My my question is why get told my guaranteed line speed is 73 when most of the time I don't even get half that showing in the statistics. I know it takes a while to stabilise but surely they should be much higher already?

Sorry for the ramble feeling frustrated!

Stats below- I've noticed the FEC counter on upload is going up by 1000,s in seconds? Normal?

Status
DSL Status
NAT Mapping Table
Diagnostic Utility
Event Log
Restart
About
DSL Status
This page shows the technical parameters of your DSL connection.

DSL Status
DSL Connection
90.252.46.118 active

Bit rate
Downstream Upstream
Actual data rate 34999 (Kbps.) 19985 (Kbps.)
Operating data
Downstream Upstream
SNR Margin 4.6 dB 6.1 dB
Loop Attenuation 18.6 dB 23 dB
Error counter
Indicator name Downstream Upstream
FEC Corrections 43 5554722
CRC Error 13 6
Statistics
Transmitted Frames Received Frames
Frame Counter 2242083 3699873

[Starling2015]

Thanks TJ it is 17866986

many thanks

[TJ]

@Starling2015 Thanks for providing your reference number 😊

I've been in touch with our Broadband team, they've got your email and will reply as soon as they can. I apologise for any delay, I know how it must be frustrating not having the speeds you're expecting. 

Please keep us updated on any changes and let us know what the team advise, once they've been in contact.

[Starling2015]

Thank you TJ for chasing, I will let you know the response in due course.

[Starling2015]

Still no contact from Broadband team. Internet is getting worse, husband couldn't connect at all last night and today checking the system log the WAN has disconnected 5 times already today, really really isn't good enough.

[TJ]

@Starling2015 I'm sorry to hear that you've not been contacted by the Broadband team yet and apologise for the delay. Have you been in touch with the Broadband Live Chat team in the mean time, to see if they have any advise on why your broadband has gotten worse? 

[mbames]

Mine is similarly poor.

Guaranteed min speed of 35Mbps; line syncs at close to 40, but it can only just manage 25Mbps (even when testing against their own speedtest.net server)

Spoken to vf numerous times, they raise it to tech 2, who do some line tests, and then close the ticket as complete.

The phone/tech 1 kept talking about splitting my wifi channels, as but the issues occur on a wired PC that is totally pointless, and shows a general lack of understanding.  However they are quite friendly and more than happy to write/add endless notes to your account.

When I was with Sky (same line), the service was perfect.  Wish I'd never moved as vf are a bunch of clowns in comparison.  My samknows box even reports performance as slow as 13Mbps, where there has been no one in the house, so I suspect that vf's backbone/exchange links are totally saturated.

[Starling2015]

Ok so a little update.

Open reach came on Tuesday, he laughed when I told him that my guaranteed minimum line speed was 73mb...he said never going to happen. He changed the master socket so it has a prefiltered plate. He reset the line to fast path ..started off at 55mb which he said would go down. CRC corrections still going like crazy and WAN keeps disconnecting 5-6 times a day so now the line is dropping and gone back onto interleaved path.

Now down to 47mb sync speed not the minimum guaranteed of 73....and worst of all internet unusable between the hours of 6pm & 11pm. Couldn't stream Netflix last night even though the firestick is connected directly to router by Ethernet, only getting a speed of 8mb in the evening which is ridiculous!!  Traffic management issue, router issue? Who knows? I just want out now. Still awaiting 'George' to phone me back regarding the engineers report from Tuesday's visit.

How do I leave my contract as I've signed up to a service that hasn't delivered its promises 

[Soofla]

You are aware that if the "Openreach engineer laughed and said isn't going to happen" then it will be the same with any ISP right?

Not saying the Vodafone checker should have told you what it did, shame you didn't keep a screen grab of it to really shame them. However that heavily indicates a general issue with lines in your area and/or potential broadband connections.

If an engineer started you at 55mb and told you the speed would drop, that would indicate you should be considering a 38mb package from "a ISP on your choice". Just a note really for when you move away and chose your next ISP - certainly for a lot of the broadband journey, any ISP will use the same connection.

[Starling2015]

Luckily I do have a screen shot. Both BT and Plusnet offer a minimum guaranteed line speed of 41mb so when Vodafone came back with 73mb my natural reaction was to sign up with Vodafone! But it's been nothing but problems, router disconnecting all the time and my teenage son driving me nuts because he can't Game...lol I just want a peaceful life 😉

Open reach engineer did say not to lower package though to the 38 as then I would get even lower speeds.

I just want a service that isn't disconnecting all the time...I wouldn't mind but the two devices that are used in the evening are via Ethernet so a speed of 8mb when the router is syncing at 47 really isn't good enough.

[TJ]

@Starling2015 I'm sorry to hear after your engineers visit, the speeds haven't improved at all. Did the Broadband team get in contact with you? What did they advise?