main_icn_My_Vodafone main_icn_Search main_icn_Chevron_right main_icn_Chevron_down main_icn_Close main_icn_Menu social-facebook social-google-plus social-linkedin social-twitter social-youtube main_icn_Community_or_Foundation main_icn_Location main_icn_Network_signal
Menu Toggle
Announcements
Keeping the UK connected is our main priority. Find out how we're doing thishere.
Close announcement

Broadband connection

Superfast 2 connection cuts for 3-4 months since switching

SOLVED
View solved solution
Highlighted
3: Seeker

(1st post of this got marked as spam) Based in NW London. We switched to Superfast 2 from BT back in 12th May, had great guaranteed speeds for about a week then the dropouts started. It started gradually from 1-10 a day until the connection cuts happened every 5 minutes or less for the entire day at random times (50+ cuts). The speeds also dropped from 60+ Mbps to around 10 MBps over a few weeks.

We contacted support and was offered extra mobile data then scheduled the first engineer visit between on June 4th. He worked on the line outside and the connection returned to normal. Then, the same problem returned 3-4 weeks later and was told the issue was related to a "fault in the copper joint, which is impacting the stability of the connection". Followed a lot of advice including splitting the 2.4 and 5GHz channel bands to no avail. The second engineer visit was then scheduled for 6th July. The connection was fine again for about a week.

Then the fault returned again around 10 days later. I raised the problem for the THIRD time on the 16th July after the dropouts came back the exact same way. After sending multiple screenshots of our speeds and constant security checks, got told on 30th July the issue has been raised to the technical team who would investigate it further. Currently still waiting for a response, have not heard anything since. 

The number of dropouts today is currently at 77 and the day hasn't even ended yet. We've had similar problems with BT and Sky before but did not require this many visits in such a short period of time. Some days the connection would only drop less than 10 times but it's still been unbearable. Honestly hopeless, especially during COVID when we're at home most of the time. Attached the number of cuts so far today and speeds since the activation day. 

View more options
1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
16: Advanced member

First things first, splitting the SSIDs only helps you decide which band you want devices to connect to, if you have decent WiFi signal strength it won't do anything useful in 99% of cases (far better to block MAC addresses from a band...)

 

If your ISP tests are suggesting the fault is outside of your premises and everything has already been replaced and looked at over and over then the culprit is likely to be interference from something.  It's often water pumps or other heavy electrical switched loads.  Try and see if you can notice the pattern of anything else turning on/off when you lose the connection, and try to speak to your neighbours see if they have identical issues.

View solution in original position

View more options
1 REPLY 1
Highlighted
16: Advanced member

First things first, splitting the SSIDs only helps you decide which band you want devices to connect to, if you have decent WiFi signal strength it won't do anything useful in 99% of cases (far better to block MAC addresses from a band...)

 

If your ISP tests are suggesting the fault is outside of your premises and everything has already been replaced and looked at over and over then the culprit is likely to be interference from something.  It's often water pumps or other heavy electrical switched loads.  Try and see if you can notice the pattern of anything else turning on/off when you lose the connection, and try to speak to your neighbours see if they have identical issues.

View solution in original position

View more options