Vodafone Broadband - Speed below contracted.

[Bexhill35]

Hello there,

I have been monitoring my recently installed bradband speed using Speedtest and I am getting speeds between 5 and 12 download speed when I had on average 30 with my previous provider.

http://www.speedtest.net/result/5616407599.png

I contracted 70 but now I am getting less than what my previous suplier was providing.

Should I complain?  Is this normal as a new customer?  What do I need to expect?

I work from home and speed is critical for me.

Suggestions?

[BandOfBrothers]

Hi @Bexhill35

Depending on on when your service was activated it can take up to 30 days for things to fully settle. 

Vodafone Help Link > My-broadband-is-slow-How-can-I-make-it-faster.

Boost Feature.

The speeds are something that is an indication on what can be achieved. I'm on Bt Infinity 1 Broadband and it's showing as an achievable speed of 54mpbs. However in real world terms I achieve 35-45mpbs.

I however use Wifi and not hard wired (Ethernet) which can affect the speeds. 

If you Google search you will find help tips on how to improve your current speeds. 

I have read a few posts on the forum where the account holder wasn't achieving the expected speeds so after asking Vodafone they agreed to change the current agreement to a lower speeds option which also if applicable reduces the amount paid each month. 

Its worth asking. 

[Bexhill35]

Thanks,

I was expecting an answer along those lines.  Just to confirm my thoughts.

So I'll keep on monitoring until it stabilises.

Thanks for confirming this.

[drey_p]

Hi there

How long have you been with Vodafone for now?  It can take a little while for the Line Management to work out what your line is capable of and give you that speed.  Normally this process takes about 10 days to 2 weeks to complete.

During this period it is best not to disconnect your router.  Also don't turn it off or reboot it.  If you do any of these things, the Line Management will think that there is an issue on your line and will lower your speed. 

[BandOfBrothers]

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@Bexhill35 wrote:

Thanks,

I was expecting an answer along those lines.  Just to confirm my thoughts.

So I'll keep on monitoring until it stabilises.

Thanks for confirming this.

---

You're very welcome @Bexhill35

As per my thoughts on this earlier I would say yes let it stabilise over the period of time I mentioned. 

[drey_p]

@Bexhill35 - how long have you been with Vodafone for?
Did you conduct the speedtests using a wired connection or over WiFi?

Did you previously have Fibre broadband and if so with whom?

[Bexhill35]

Hi @drey_P,

I am a new customer in Vodafone and the tests have been done both wired and over wifi as I use a wired computer to work and my personal computer over Wi-Fi.

I do understand WiFi can be slower and that is why my work computer is wired.

This is my wifi result:.

This ismy "wired" result at the same time:

For the trained eye it will be evident my wired connection is trough a VPN....

Before the swap from Plusnet they would both be at around 30Mb each.

As mentioned before I will keep on monitoring and keep you posted.

Thanks,

[drey_p]

That is definitely not right.  I would keep an eye on it for a few days and see how you get on.  Basically what should happen is that typically in the early hours of the morning, the DLM adjusts the speed at which your router connects.

Now, I am not sure how much shows in the Vodafone router, but often information on when the DLM makes the adjustment is logged.  Perhaps take a look at the logs and see what it is doing - the logs should show whether it is increasing the line speed or dropping it.  If you see it increasing the line speed, you should be okay. If it is dropping it, there is something wrong and you need to call up and ask for the Line Management to be reset on your line.

[rooneycr200888]

hey

i have been with a few providers and i can say that when i had this problem with talktalk it was due to a profile that the provider uses on your line and the speed in most cases dont change. 

I recommend calling them and have them test your line and profile. if you get no help there use this method.

What i can advise is to fill out the form which i will leave a link at the bottom with. Its a EU online complaints form that sent online to vodafone head office. If you do someone from the upper complaints departments will contact you within 24hrs normal but can take up to 48hrs. They will correct this error and normally give compensation or a bigger discount for the error if you ask for this as part of your complaint. You can also find the link to the EU complaints on Vodafone site under the complaint section. I have found this to be the best help you can get when you keep getting mugged of by customer service as this complaint goes over their heads and straight to the complaint managers.

https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN

Best of look and i hope you get it resolved.

[Bexhill35]

Hi all that have chipped in!!!

I believe it was in fact a matter of either waiting for the issues to be resolved "on its own" or the comments in this forum made "someone finish the configuration..."

This is what I got earlier this morning:

And this is what I a, getting now:

 Which is closer to the 72Mbs I have contracted...

Thanks again all that have chipped in.