20% Packet loss and less than 5mbps download on Gigafast 900 / CityFibre

[Zuccster]

For the last 48hrs I've been experiencing intermittent packet loss of up to 20% and download speeds as low at 2Mbps.  Anyone else seeing this?

[jd122]

Yeah It's awful, the packet loss makes using whatsapp and do anything that requires a stable connection impossible. 

[Mark]

Let's take a look into this for you @Zuccster & @jd122 and see if we can improve the service you're receiving. There are a few steps you can take to try to eliminate this yourself.

- Check physical network connections – Check to ensure that all cables are connected and undamaged.

- Restart your hardware – Restarting routers and hardware throughout your network to eliminate faults and bugs

- Use cable connections – Using cable connections rather than WiFi can help improve connection quality.

- Remove any sources of interference – Remove anything that could be causing interference

If you're still experiencing problems after trying these steps, pop us a message through our social channels and we'll be happy to take a look.

[jd122]

Hi, thank you for responding.

I have tried to go through social media but it's near impossible to have a conversation on there as albeit it is not an instant messenger service, I have waited over 10 hours for a reply which on 2 occasions has been a referral to the wfx team. I am keeping a record of everything I am doing regarding contacting vodafone.

So far I am left with confirmation by both the social media team (after 4 days worth of back and fourth across 2 platforms) that the issue is known and that vodafone are in liaise with cityfibre to have the problem fixed but they don't know when, I have also been told once the issue is resolved that for the amount of days this has been a problem I will be compensated (I thankfully have managed to take screenshots of livechat because the system doesn't email a transcript when you try to make it).

8pm - 12pm for me personally is the only real time during the day in UK when I can call family in Pakistan where the floods are happening to make sure they're okay. This is the exact time when download speeds become erratic and packet loss strikes making it near impossible to establish a solid connection that doesn't drop out every 5 seconds. Especially this is important for my mother who is elderly and cannot use anything besides voice call. Honestly this issue needs to take more precedence, I pay for the best as others' in this forum do and do not expect an issue of this calibre to last this long and without a timescale to resolve no less!

I will wait till the end of the month and then look at my options if it is not fixed. I appreciate people are doing everything they can but the lack of communication and how difficult it is to get through to someone who can understand the problem and take ownership without just having you go around in a department loop is completely unreasonable. 

Thank you for replying though. 

(as I type, I am having the issue with the packet loss/slow speeds). 

[jd122]

Hi mate, 

sorry to bother you, what program is that you're using in that screenshot with the graph you got going on?

I'm also looking to keep a personal record. 

Thanks. 

[Zuccster]

I'm using Home Assistant with the Speedtest integration, but honestly, it's very complex to set up, and overkill for this situation.  Others seem to have used the Broadbandbuyer.com quaility monitor  .

Hope you get it sorted.  Mine seems better for the last couple of days.

[jd122]

sunday 3rd October 2022 - issue still persists:

 

[jd122]

Update 4/10/2022

still present, showing less packet loss but none the less still existing. should be <1%, starts today at 6pm.

 

[duffeh]

I have exactly the same issue with similar packet loss graphs after 6pm until around 11pm for the last week or so (Based in northampton if that means anything).

Its really disappointing haven't online gamed in years and the week I want to dabble again it goes to crap

[jd122]

Hi, yeah I'm in northampton too. I spoke to vodafone yesterday and they told me that they increased capacity (cityfibre) but it's not enough so they're still "trying to fix it". I was told if it doesn't get better in a month then I can leave and they're already losing business but otherwise, it seems like from 6pm, cityfibre decide to turn off certain servers which cause the issue to save money which is making it impossible for us to have a stable and decent connection.

[duffeh]

Fingers crossed they get it sorted then doesnt sound to promising thou if they are offering to allow you to cancel. If you don't mind would you be able to send me a private message with any details of what they said so I can speak to Vodafone myself so I have the option to leave in a month if required.