Terrible Speed and Customer Service

[Welshy3690]

The speed of my broadband when I first joined was excellent, it is now constantly terrible. When I try to contact support on line it is always 50+ minute wait, I have sent two letters of complaint and no response.

Your speeds are in breach of contract and I expect a response to this message as a matter of urgency.

[BandOfBrothers]

@Welshy3690

May i ask if your using an Ethernet or WiFi Connection ?

Using the Ookla Speedtest App can you state what your download, upload and ping stats are ?

In regards to Speeds these are typically listed as Up To and Vodafone’s T&C’s please look at this official support page on what your recourses are >> http://www.vodafone.co.uk/cs/groups/public/documents/document/broadband-speeds-vcop-consumer.pdf

[craigr98]

I have just signed into the router page and it shows my speed as 53.9mb but if I go to the Vodafone page and put in my post code etc it shows a guaranteed line speed minium of 59.09mb. How can this issue be fixed pleased?

[BandOfBrothers]

On the Vodafone Broadband Speed Checker is says under **

”The minimum guaranteed speed shown is the slowest speed we think your line will achieve. For information on how to measure your broadband speed, and what to do if it’s below the minimum guaranteed speed, please click here” On pressing “here” it leads to the previous link I provided earlier and the UpTo explanation. 

If you google there are various tutorials on how a person can improve speeds. 

I know you’ve tried ringing the Broadband Team and the numbers are in the link I added in earlier. Ringing them on a Weekday as early as possible might beat the waiting times or alternatively we have Vodafone Social Media Teams here who read all posts and help where they can. They are a small team so you’d need to be patient for them to catch up with yours. 

[Welshy3690]

Unfortunately I work through the week so can't ring early on a workday morning. I'd vodafone truly respected their customers they would phone me not have me wait endlessly on the end of a phone so I guess I'll have to phone yet again and magically my speed will increase for a few days and I will be back to broadband speeds again.

i see nothing's changed

https://www.thetimes.co.uk/article/vodafone-customer-care-is-still-the-worst-m8gqhmvwt

[Gemma]

@Welshy3690 - I’m sorry to hear of the wait to get through. We can arrange a call back from our Broadband team for you.

Please send us your contact details by following the steps in this private message.

[GilesMortimer]

A quick look on trust pilot should be enough to send anyone running to the hills when Vodafone calls offering their services. 

https://uk.trustpilot.com/review/www.vodafone.co.uk

Over 5,100 verified reviews and an average score of 0.5 out of 5 - probably the worst company rating in the UK. 

[Welshy3690]

Hi,

i am using wifi not Ethernet which I know will reduce speed however when I first joined I was receiving 40-50 Mbps, on wifi. Today Ookla (same app I used when measuring 40-50) is showing 7.6Mbps. My sky standard broadband was faster.

i believe I was guaranteed a minimum speed of 35mbps but I am unable to find where it was documented.

irrelevant if guaranteed speed, 7.66mbps is clearly not acceptable when I have received between 40-50 previously.

I will review the link but I doubt it will solve my issue. 

Thanks

Ben

[DaneB]

Hi @Welshy3690

I've sent you a private message with details on how to get in touch.

For anyone else with the same issue, try the steps listed here and if you’re still affected, contact customer service.