Poor speeds / drop outs

[dogdiego]

As per title, I've been with you since August but lately I'm having some major difficulties with the service.

I'm often getting less than 5mb instead of the 40mb. This is across all devices and irrespective of whether I use the 2.4ghz or 5ghz frequencies. I've tried splitting the freq. I've tried using just the one. Changed the channels etc all to no avail. 

Any help appreciated in trying to resolve this. 

[Tynecider]

I'm monitoring this for a Vodafone reply as I'm a potential customer thinking of tranferring from BT to Vodafone.

[HoracioJimenez]

I have recently moved from BT to Vodafone.

The minimum guaranteed speed was 49 mb, I am barely receiving 35 mb so far.

Upload was supposed to be 20, and I am getting 17 mb

What I can see is the values of SNR are really low, around 6 to 6.5 dB for both upstream-downstream which is really low.

I understand I have been with Vodafone for a few days, but from all I have read, at the beginning it is okay and then it starts to decrease on speed.

If anyone from support can help, I would really appreciate it. As the speed checker on vodafone website was telling me I could get from 55 to 76 mb and Im getting half that.

Thanks.

[daveNOS]

A 6db noise margin is fine as it's one of the profiles within DLM so with yours being around that level is fine(there is even a 3db profile available on Huawei cabinets).

The slower than expected throughput does seem to be a widespread issue, I'm on the 40/10 package with sync speeds of 37.1/8.1 but cannot get above 15mbps n wired or wireless regardless of the time of day(my connection hits a wall at 15mbps).

My advice to anyone thinking of switching is don't, Vodafone may seem attractive due to the low cost but as they say "you get what you pay for".

[TJ]

@dogdiego We're sorry to hear about the recent issues you've been having. Does this just happen on Wi-Fi, or are you getting these same speeds on a wired connection too?

If this has happened recently out of the blue, it would be best to speak to our Broadband Live Chat team, they'll be able to run through all the necessary line tests and home checks to pin point the problem.

Please keep us updated and pop back to us if your issue isn't resolved.

@HoracioJimenez I know you mentioned that you've only been with us for a few days, please allow up to 10 days for your router to fully synchronize. Please don't restart or reset the router in this time as this may begin the process again.

If you're still not getting the service you expected after this time, please contact our Live Chat team as advised above and they'll be happy to investigate this for you.

@daveNOS Have you contacted our Broadband Helpline about this too? If so, what have they advised? Have you checked all of the equipment that you're using at home, the ethernet cable, micro filter etc if the sync speeds are fine?

Please let us know if you're still experiencing problems also and we'll be happy to look into this for you.

[dogdiego]

Yep, I tried with wired connection last night. I managed even less, even got one result with 0.5mbps

Connection went back to normal after 11pm. I'll do a live chat when I'm next at home.

[daveNOS]

@TJ I haven't yet contacted the broadband team as I had planned on moving back to Plusnet but my caninet is now full so I that's not an option.

The equipment I use has been tested on 2 other connections since I moved to Vodafone, one is my BT business connection(at the same address as my Vodafone connection)and my Virgin connection in my office, my BT connection connects at the same speed and the Vodafone one and I get 35mbps via wired and 33mbps via wireless, on the Virgin connection I get 156mbps wired and 150mbps wireless.

Before I moved to Vodafone I got a solid 35mbps wired and 33mbps wireless on the same devices from the Home Hub I used which was in the same place as the Vodafone router(I have tried 2 other 3rd party routers with exactly the same results).

The downstream throughput seems to be capped as all devices hit a wall at 15mbps and then slowly drop to as low as just 3mbps(mostly it's between 8 and 12mbps)., Upload is not effected as I get around 7.2mbps from an 8.1mbps sync.

[TJ]

@dogdiego I understand how frustrating it must be not getting the connection you're expecting and apologise for any inconvenience.

@daveNOS Again, apologies, it sounds like the equipment is working fine, it could be either the router or the perhaps the wall socket or cover?

Both of you, please let us know how you get on when you've contacted the Broadband team, either via Live Chat here or by giving us a call on 08080 034 515 (free from all UK landlines and mobiles) lines are open between 8am and 11pm, seven days a week.

Once they've been able to run diagnostics on your line, we'll have a better picture of whats going on 🙂

[daveNOS]

@TJ I'm sorry but to say it may be the socket or wall cover is a little insulting and not to mention a cop out, my service switched at roughly 08:30am on the 8th December and instantly was stuck at below 15mbps, from 5:30am till the switch it was running at 33mbps on my tablet.

The only change is the router but seeing as I'm getting the same results with 2 other 3rd party routers it shows an issue with the network, this happened with Plusnet when they moved from their old network onto their new one and took several months for them acknowledge and to fix, their system limited downstream throughput via traffic prioritisation all day and it would seem to be the same situation here.

I will contact the broadband team when I get chance to an report back here.

[TJ]

@daveNOS Sorry if that last response came across in the wrong way, that's not how it was intended, we like to look at every option and make sure that we rule out everything it could be, as a process of elimination.

Please keep us updated and let us know what the Broadband team advise once you've contacted them.