Terrible Broadband Speeds, East London

[beefqueen]

Experiencing awful speeds in East London with Vodafone Broadband. 

Signed up recently for 76Mbs service with Vodafone. Left BT, who consistently hit the advertised speed. 

Vodafone Broadband was fine for the first few months but over the last month we are seeing sync speeds less than half what we’re  paying for. 

Any tips for resolving the problem? I’m assuming it’s simply Vodafone overselling the service. I am dreading speaking to Customer Services! 

[robmar0se]

You're not alone!  If your speed is consistetly below that promised in their original letter/email, you have the right to cancel.  To start the ball rolling fill out the complaints form here:

https://www.vodafone.co.uk/vodafone-uk/complaints/form/

Call Ofcom on 0300 123 3333  to get advice and ensure you know yr rights.

[TJ]

Thanks for getting in touch @beefqueen. It's disappointing to hear you're having problems with your broadband speeds recently.

Please confirm the following, so we can try and get to the bottom of what's causing this disruption:

• Is the speed slow over Wi-Fi only or are hardwired connections impacted?
• How many devices do you have connected?
• What sync speed is recorded on the Vodafone broadband app? - You can check this in the "info and support" section - Can you please provide screenshots of the app?
• Is the issue happening when you have only one device connected?
• Can you provide a screenshot of a speed test when you have turned off Wi-Fi and connect one device via Ethernet?

Once we have these we'll be able to investigate further 😊

[beefqueen]

• Is the speed slow over Wi-Fi only or are hardwired connections impacted?

Hardwire connections are also impacted

• How many devices do you have connected?

At this precise moment - 20 (this includes devices such as Sonos, Hue and Echo (not all using the network)

• What sync speed is recorded on the Vodafone broadband app? - You can check this in the "info and support" section - Can you please provide screenshots of the app?

74.7Mbs

• Is the issue happening when you have only one device connected?

It happens when only one device is using the network

• Can you provide a screenshot of a speed test when you have turned off Wi-Fi and connect one device via Ethernet?

No - I don't have an Ethernet port on my laptop or other devices and I did not have the same issues with BT Broadband.  (Unless Vodafone is going to pay for me to buy a USB-C to Ethernet adapter?)

PS: I raised a fault on Sunday with Vodafone; you haven't bothered to respond.  

[JamesBroadband]

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@beefqueenwrote:

• Is the speed slow over Wi-Fi only or are hardwired connections impacted?

Hardwire connections are also impacted

• How many devices do you have connected?

At this precise moment - 20 (this includes devices such as Sonos, Hue and Echo (not all using the network)

• What sync speed is recorded on the Vodafone broadband app? - You can check this in the "info and support" section - Can you please provide screenshots of the app?

74.7Mbs

• Is the issue happening when you have only one device connected?

It happens when only one device is using the network

• Can you provide a screenshot of a speed test when you have turned off Wi-Fi and connect one device via Ethernet?

No - I don't have an Ethernet port on my laptop or other devices and I did not have the same issues with BT Broadband.  (Unless Vodafone is going to pay for me to buy a USB-C to Ethernet adapter?)

PS: I raised a fault on Sunday with Vodafone; you haven't bothered to respond.  

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Just leave, I found out that's the only way after a month of trying to deal with their Customer disService team.

[MartinJ]

whats amazing is that they are all very nice, but noone will actually help you, just excuses and false promises

[JamesBroadband]

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@MartinJwrote:

whats amazing is that they are all very nice, but noone will actually help you, just excuses and false promises

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I just wish they would be HONEST, it's more than evident they have bitten off more than they can chew, they're vastly over subscribed on their circuits, instead they hide behind line sync speed, not actual throughput and continue to disonestly bill people in full for a service that's something you'd have been disappointed in 20 years ago.

They should hold their hands up "we're sorry, we messed up, here's a 50% off credit for the next 3 months while we bolster infrastructure, or of course you can leave FoC" it's not as though they're struggling for profits, and yet you here that plenty of families are in fact struggling with inflation versus pay increases.

Those struggling to make ends meet will of course have been attracted by the low cost BB options Vodafone continue to spend millions marketing (money better spent on CS training, infrastructure etc), me? I'm not struggling, I'll happily pay £10-15 more for the service I initially asked Vodafone to provide me, before they failed miserably.

They're dishonest and all 3 of my mobile lines will be migrated to BT come renewal as a response to this.

[beefqueen]

Still having problems and no response from Vodafone.  I'm getting increasingly fed up with being fobbed off by Live Chat agents who clearly know nothing; and having to waste my time chasing up any sort of news on what they're doing.  

Utter silence from people on here as well - Vodafone is a joke.  

[TJ]

Thanks for getting back to us and providing us with those details @beefqueen. So we can access your account to investigate further, I've sent a private message over to you so you can get in touch with us directly. 

Our Broadband team will be happy to run diagnostics on your line and help to pin point any possible issues to help improve your service. 

[beefqueen]

For the record, Vodafone confirmed - after more than a week spent on the phone, chasing their non-responses and slowly losing the will to live - that there is a problem with our cabinet (in other words, Vodafone sivodafone ceo complaint emailgned up too many customers without the necessary jnfrastructure). They are so useless they only spotted this after we complained to them. Their four-week timescale to fix the problem miraculously dropped to two weeks after we complained to the CEO and they have agreed to us leaving if it isn’t fixed in two weeks (though initially refused to put this in writing). In the meantime, we’re facing daily drops of service for anything from a few minutes to hours on end. 

I encourage anyone having similar problems not to waste their time on here or on the phone: send your complaint straight to the CEO, demand a reasonable time to resolve your issue and tell them you’re cancelling your contract if they refuse to do so (you’re entitled to do this).  Search “Vodafone CEO Complaint email” and you’ll find his details!