Slow broadband speed between 6-11.30pm

[Darty27]

Any one having issues with slow speeds at peak times? Sent photos in last week to team 2 to prove how poor my speed is dropping to anything between 1 and 2.5mbps at times which is disgraceful at I should be guaranteed 73mbps which does show on vdsl on the exchange.

Never had any issues with my old supplier during peak times one very un happy customer.

 

[GemmaP]

Hey @Darty27

We'd love to take a closer look at your Broadband speeds for you! You can contact us through any of the channels here and we can run through some troubleshooting / line testing. If you've already been in touch and provided us with some photos, we can also check your account notes over and pick up your case from there 😊

[Darty27]

Hi,

Thanks for the reply,

however...

Spoke with team 2 today (after been on hold for an hour) as I sent an email last week with attached photos to show the terrible wifi speeds and had no response.

This has now been escalated to team 3 with a resolution in 24hrs supposely and an agent from team 2 phoning me back tomorrow. 

2 weeks of speeds ranging from 1.5 to 5mpbs at times has been totally unacceptable when I am supposed to have the super fast 2 deal with an average speed of 63....

Joe

[GemmaP]

We're pleased to hear the appropriate team are now looking into it @Darty27 

If it's gone to 3rd line tech they'll be able to pinpoint the problem and get it solved for you. 

If you do want to discuss anything else, you can drop the Social Media Team a message here 😊

[Darty27]

Well over 24 hours has passed and I've not heard anything at all and nothing has changed...

Absolute joke I mean I'm no 'teckey' but I dont think something is right. 

Joe 

[Darty27]

Absolutely having my life Vodafone. Spoke to team 2 complaints on Wednesday which said my complaint had been escalated to team 3 and would be resolved in 24 hours and an curtious phone call back from the agent from team 2. Guess what.... I've heard nothing back since Wednesday I managed to get back through to team 2 today only to be told the system and had gone down and to ring back later. TWO AND A HALF HOURS LATER I AM STILL ON HOLD. Broadband speed currently under 3mpbs when the vdsl speed is still showing 73mbps absolutely disgraceful this has been like this for 2+ weeks now. Utter shambolic

[Anonymous]

Hey @Darty27 Sorry to hear you've been having a few issues talking to Tech! We'd love to take a look over your account and see what's been done so far, and try and get this moving forwards for you again! Please feel free to contact us over Social Media here 😊

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[pctechbloke]

If I may try to offer a little help here, I don't work for Vodafone. Openreach or any ISP but I 'do IT' for a sizeable organisation that has transitioned to homeworking so seen quite a few different issues across various ISPs and home setups.

Is there anyone on your network that are using games consoles, PC games or HD/4K streaming during this period?

These devices/applications will attempt to use as much of the available bandwidth as they can to improve the download speed or video and audio quality, this is not something that is within Vodafone or Openreach's control.

I did see this myself on someone's setup who was complaining their work laptop was slow, in the end we found out it was due to her Daughter running Netflix at HD while also using FaceTime.

Also make sure the Desktop or Laptop you are testing from isn't downloading updates as that will slow down the test, it's also better to test using a network cable to the router as this gives a truer picture.

I am not defending Vodafone here, just offering a bit of practical advice.

[Darty27]

Thanks for your reply but I have tried everything and more.

This picture was last night at 8.30pm with the wifi turned off and using an ethernet cable to the laptop. 

Vodafone dont know what the issue is as everything is supposed to be showing ok at their end, our line is amber so not congested and tests theyve run from the exchange are showing 53mbps so I think it's a bit of head scratcher for them. 

I'm been passed from pillar to post from team 2 and 3 promised return calls which they're nor fulfilling. Theyve offered me free data as a gesture which is great but the 4g speed is rubbish too!! 

[pctechbloke]

Hmmmmm

If you've already tried what I'm about to suggest please accept my sincere apologies and what I'm about to suggest sounds improbable but from both personal experience and helping others, routers can do really weird stuff when the services on them aren't running correctly.

Unplug the router from power for 10 minutes as we want any residual current to discharge from the main board and RAM, we also want the session to expire on the Openreach/BT Wholesale kit and of course at Vodafone's end.

After 10 minutes have elapsed, plug the router back in and allow up to 10 minutes minutes for it to reload and establish connection again.

See if this makes any difference whatsoever.