How to tell whether I'm on Superfast 1 or Superfast 2

[ste7esmith]

Hi

I've just upgraded from Superfast 1 to Superfast 2 but the link speed is still exactly the same as it was on SF1.  i.e. 35Mbps/6Mbps.

I've tried to chat to Vodafone but they just keep repeating that the speed is better than the guaranteed minimum so it's just tough.  

I still suspect that I haven't been upgraded.  After all, everything looks identical to me to the old SF1 connection.

Is there a way to see which connection I'm on?  DSL Mode or anything?

Thanks for any help.

Steve

[ste7esmith]

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@Jayach wrote:

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It probably just needs a DLM reset. Not sure if ISP's can do that themselves now or if it still requires Openreach to do it.

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@Steph, Is that something VF can do?  Or, can VF request it from Openreach?  Sounds pretty simple...

[Effie]

Hey @ste7esmith I hope you're well! 

In the past our Tech 2 team have been able to do this under exceptional circumstances only. They liaise directly with Openreach so if it can be done, they are the team we need to speak to in order to get this requested. What you'd need to do is message the Social Media team here. The team can then contact our Tech 2 team and ask the question for you. I can't guarantee this is something we can do but they are the best team to ask. 

[ste7esmith]

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@Effie wrote:

Hey @ste7esmith I hope you're well! 

In the past our Tech 2 team have been able to do this under exceptional circumstances only. They liaise directly with Openreach so if it can be done, they are the team we need to speak to in order to get this requested. What you'd need to do is message the Social Media team here. The team can then contact our Tech 2 team and ask the question for you. I can't guarantee this is something we can do but they are the best team to ask. 

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OK, I've spoken to the Tech 2 team.  A very helpful guy looked at it for me.  His first reaction was the usual 'it's faster than the minimum guaranteed speed, so there's no problem'.  Then he suggested putting me through to the upgrade team to get an upgrade to Superfast 2.  I pointed out that this rubbish minimum speed is on Superfast 2 and he was amazed it was so low.  He was convinced that he was looking at an SF1 line by the speed.

He did lots of tests and then when I asked him to he checked to see if there is any DLM capping on the line.  Surprise, surprise, there was.  It's capped at 35Mbps.  BUT, he can't do anything about because that 35Mbps is more than the guaranteed minimum (26Mbps).  So, that's it.  All he could do.  No DLM reset even though we now know it's being capped.

When I first switched to VF about 2 years ago, I had drop-out problems - it turned out to be a cable problem between router and phone socket.  I reckon the capping was put in place at that time and the profile has been stuck since.  But, because the minimum speed is acheived, VF just won't do anything about it.

Wouldn't you think VF would try to give the best service over their equipment?  Not just only act when there would be a breach of contract if they didn't act.

So disappointing.

[kelvin1950]

It just beggars belief that VF can treat their customers with such disdain. It seems as if this might point you to a better route for complaining: https://www.telegraph.co.uk/money/consumer-affairs/vodafone-contact-how-make-complaint-customer-serv...

[Evie]

@ste7esmith - I understand how frustrating it must have been to be told this after everything your have tried in regards to your connection/speeds. If that was the advice and findings of our Second Line tech team, and this is only to set expectations, it is unlikely we would be able to action anything to change that outcome, but if you would like us to look into this and double check it all please drop us a message on social media.

If you do message us, make sure to include a link back to this forum thread, your forum username and your landline/account number.

[gipjon]

are you in contract 

[Effie]

@ste7esmith Thanks for getting in touch. It's great to hear that you recently upgraded! If you log into your My Vodafone online account you'll be able to see which Superfast package you currently have.

The speeds on our website are estimates based on an average consensus and the speeds you will actually achieve are dependent on multiple factors such as the distance from your home to the network exchange, the level of use of the internet and other environmental and technological factors. 

Please feel free to pop back and let us know which package you're on 😊

[ste7esmith]

Hi

Thanks for the reply.

My account says SF2. my connection speed, as I've said, is the same is it was on SF1 - hence my post.  I want to check that my connection matches my account - i.e. that I have in fact been upgraded.

Steve

[Effie]

@ste7esmith Thanks for getting back to me 😊 If it says you're now on a Superfast 2 then that would indicate that you've been upgraded.

If you're concerned about the speeds you're getting we can take a look at your connection in more detail. We'd just need you to pop over a message to our Social Media team here so we can securely take some account details from you. 

Just to check, are the speed tests you're running done over Wi-Fi or a wired connection and are you running them over speedtest.net?

[ste7esmith]

Hi Steph

As you can see above I'm referring to the speed as reported by the router itself.

As I said in my original post, I have tried talking to your CS representatives but just been told that because the speed I'm getting is better than the guaranteed minimum (27Mbps for SF2!), I don't have a problem.  That's why I've come to the forum to get an expert opinion on how I can check I'm actually getting a Superfast 2 connection, since it looks identical to my original Superfast 1 connection.  But I'm just repeating myself now...