Vodafone home broandband dropping out

[carlandgerry]

I moved to Vodafone from Plasnet at the end of October and started to experience broandband drop outs.  I didnt get this problem with Plasnet for over 2 years or Sky before them. I have been with Vodafone for over 3 months now and I am still experiencing this problem. I have called them numerious times and they have tried to fix the probem well pretended to fix it. They even promised to send an engineer which they didnt! As I took a day off and waited for the engineer the whole day and they never turned up! I gave up and thought maybe i could cope with it as I am barely home due to work.

It looks like the problem has got worse, today and yesterday for example i had over 5 drop outs between 7 and 10pm. I can barely use SONOS or AppleTV now as its not worth it. I have even decided to connect the devices by ethernet as i thought maybe the problem was wifi, it didn't help.

I am not impressed with Vodafone support at all, yesterday after waiting 40 minutes on the phone I hangup. Tonight I had to wait for 54 minutes until i got through to someone and they were really unhelpful and they even wanted me to pay £190 to send an engineer around!!! How is that possible when I am not getting the service I signed for. I am tired and exhausted trying to call support as i feel like most of my evenings  would be taken by dealing with broandband problems especially when everycall has to take minimum of 1 hour. I just want to cancel my contract and move on as I feel like I am paying for a service that I am not getting and the whole situation is ruining my life. 

[rosco3045]

You have described my situation 100%! I even went out and brought a £120 router thinking it was the answer and still I am having the dropouts. My speed has dropped from the 18 I had with bt to 9.5 now with vodafone. A problem shared is a problem halved!

[Lochsidelad]

I had all of this when I joined Vodafone over a year ago. Two things fixed it.

Vodafone sent not an Openreach broadband engineer but a voice guy (easier to get apparently). to look at a "possible" noise on the line. He tested it said it was fine but installed an NTE5C (latest) master socket anyway.

Then I used my own Draytek (2760) router with a 25cm long phone cable and voila, it has been fine ever since.

Yes it still drops out maybe once every other day or so (who knows why). But it reconnects within a minute or so, so no real big deal. Connection speed is sitting at 69 /20 most of the time now, from a cabinet just 400m away.  So more or less what I would expect.

Throughput at 65/18 all the time pretty much, day and night, peak times the lot, again as expected.

Speed and reliability second to none in my experience of the other main suspects. I wouldn't change.

[DaneB]

This isn't what we like to hear @carlandgerry. I'd like to look into your dropouts in more detail but as that will require me accessing your account I've sent you private message on how you can contact our team directly.