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Broadband & Home Phone

Slow fibre and no 1571

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4: Newbie

I have called cs several times to set 1571 up as it wont do it online, each time its not worked, last time I called on Saturday I mentioned that I had read on community that they had to do it via the BT side, They said they would.....not yet ?

My Superfast 76mb fibe is slow at 40-52mbs, I have previously had Infinity II and had a constant 68, and upto 73.

I was told tech support were on it and had left me a voicemail asking for a safe mode with networking speed test with a screen shot, I sent this to convergedtech2 at vodaphone.com 4 days ago and had no replyspeedtest.pngspeedtest1.png Can anyone give them a nudge for me and set up 1571 as they can leave a message on my home phone.

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30 REPLIES
Moderator

@R1KSU - I’m sorry to hear of the delay. We can contact our Broadband team for you and ask them to call you.

So that we can take your contact details from you, please send us your details by following the instructions in this private message.

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4: Newbie

Gemma I have filled in several of those forms, (Last one 3-4 days ago) no one EVER gets in touch, its been 6 days since I emailed convergedtech2 with my screenshots and speed tests, and not even a confirmation email, let alone a call.

I called CS Tuesday and they promised Tech2 would call me yesterday afternoon, nothing.

A complaint was raised last week, nothing again no calls F""k all, Im getting very, very peed off.

All my speed tests indicate im still on the cap of 52mbs set from BT as non ever go over 52.7mbs, though several go way under.

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Moderator

@R1KSU

So we can check we've got your email, please let us know the reference (looks like [#11234567]) from the auto response you received.

We'll be happy to chase this up for you.

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4: Newbie

The others I have deleted, I filled the forms in and had no response.

This one ?

EFT195 [#17135173]

I also got a reply from Gemma this time, have sent her a reply yesterday, wait and see what happens. Made several phone calls , last one was Thursday where I got quite annoyed as my email to tech2 about 7 days ago had no response, they asked me to send it again while they watched, they found it, and said as the screen shots were out of date I would need to send 4 more from the same day, my next day off is wednesday, so am going to have to spend the whole day at home doing 4 screenshots, the first one wasnt out of date the day I sent it ??? If they had read it.

I thnk im still on a BT download cap of 52mbs, but having problems streaming and the quality of Fibre isnt as good as BT. 

1571 is important as my elderly mother leaves messages when im at work.

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Administrator

@R1KSU I can confirm we've received your most recent email and a member of the team will be in touch to assist as soon as possible. 

I can understand your concern, rest assured we'll do everything we can to help you. 

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4: Newbie

I have sent 4 screenshots to tech2, the fastest is 52.5mbs , They got the email and promised to phone me back the same day, yesterday. The Vodafone BB page promises 52.7mbs but apparently thats access line speed ( at the router) as my router synchs at 56.1mbs Tech2 wont look into it and closed the ticket without calling me as promised.

As the ticket has been closed, they refuse to accept I can cancel my internet without charge within 28 days as their T&C's state.

 

"If we’re not able to resolve your speed issue within 28 days, you have the right to cancel your contract without penalty. Should such an unfortunate situation occur, simply call the team and they’ll talk you through your options."

Every other ISP I have been with has sent openreach engineers out , all it needs is the Dslam re setting and I should get the 68-73mbsmbs that I know my line will take.

Not happy!!!!!!!

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2: Seeker

I have the same issue. Rarely get more than 40MB on a 76MB contract...but still so much quicker than BT so not all that bothered. But 1571 is really irritating. I've been backwards and forwards on this for over a month now. Trying myself on the phone. Contacting Vodafone support. No joy. What is going on with 1571?

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4: Newbie

I got 1571 sorted eventually.

My fibre is 56mbps at the router ,so higher than the 52.7mbps they guarantee, odd how on my pc i NEVER go over 52.6mbs and streaming keeps freezing. Annoying that BT has now upgraded their infinity 1 customers to Infinity 2 for free 😖😖 good luck with 1571. 

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Moderator

@R1KSU - To help keep everything together, I've replied to your other post.

@senorac - It’s not good to hear that this is still ongoing. Please reply back to the last email we sent on 22 October.

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3: Seeker

Am glad to find out I'm not the only one with these problems. I've tried to setup 1571 numerous times on mine and my Mothers Vodafone Fibre connections but no joy. Everytime you switch the setting to on and then refresh the page it goes back to off! I had an online chat with two Vodafone staff who promised they would sort it within 24 hours (no joy!!!). My Fibre 38 is 38Mbps if plugged into the router using the ethernet but SLOOOOOOW when using WiFi especially during peak times. I've tried splitting the 5 and 2.4 signals and manually trying all of the channels but no joy. I've done the same on my Mothers and hers is even worse (slower than standard 17Mbps broadband). As it works fine on Ethernet (using a cable) it makes me think that the router Vodafone supply is not the best for WiFi (maybe interference from the power supply as my router is not positioned near any other sources of interference). I'm not sure why they don't give out your username and password settings so that you can try another brand of Router. 

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Moderator
Moderator

@markrich5000 Sorry to hear about the problems you've been having with your Wi-Fi speeds.

These speeds can be affected by even the smallest things such as, the position of the router, or if there's a mirror in the room. If you've tried splitting your Wi-Fi channels, you can also find a few more useful hints and tips on improving your speeds here.

You mentioned using your own router - if you'd like to do this, simply contact our Broadband Live Chat team and they'll provide you with your username and password, along with a list of approved routers you can use 😊

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3: Seeker

Thanks for this. Will look into it. Please can you help me get 1571 setup? If I call 1571 on my home phone it just says that it’s not setup and you should contact your provider. It then goes on to say that BT charge for this and press 1 to order?

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Moderator
Moderator

@markrich5000 Not a problem, let us know how you get on 👍

In regards to your 1571, when was the last time you contacted the Live Chat team to get this added on?

We’ll usually have the service ready for you in three days. Then, when you’ve got a message, you’ll hear an intermittent dial tone when you next go to make a call. 

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4: Newbie

They do give out usr and password, I'm using a router I got from sse fibre, seems to get WiFi better. 

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3: Seeker

I last spoke to them using online chat last Friday. I've been out all day today but have found they've added the No Caller ID which I asked for but still no luck with the 1571. 

 

Thanks

 

Mark

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Moderator

@markrich5000 Our Support team will be able to help with your voicemail service. You can call them on 08080 034 515 or our Live Chat team are available online 24/7 and will also be able to help set this up.

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3: Seeker

I spoke to the support team last Friday and they assured me that it would be sorted within 24 hours but just tried it and it still doesn't work. The hidden caller ID is working but not the 1571 voicemail service. I tried calling the phone in question from my mobile and it just rings non stop.

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Moderator

@markrich5000 - I’m sorry to hear the 1571 voicemail isn’t working for you still. We can escalate this to our Broadband team. Please send us your details by following the instructions in this private message.

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3: Seeker

I just checked and 1571 is still not available (nearly 2 weeks now) on mine or my Mothers phone lines when we were promised it would be sorted within 24 hours. I filled in the escalation details and someone replied and said it was the wrong deptartment but would forward it to the correct one but that was the last I heard.

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