YouTube terrible speed and buffering

[Alecmac007]

I am on Vodafone fibre so just under a year and no problems getting 10mbps but over the last 5 days I am getting terrible performance on YouTube on wifi on all devices. It either buffers, doesn’t play video and occasionally I get a period of a few minutes with no problems.

I have rebooted router and reset firmware and spoke to  Vodafone but no solution. If I connect to mobile data all is good, and all other streaming video sites work fantastic and my wifi speed is always good. Any ideas?

[mmotti]

@Gemmais there any chance we could have a reference number specific to this issue to contact the social media team with? I know we individually have one which is account specific but perhaps it could make things easier?

I don't know if things have improved in the last week but when I raised the issue it was an incredibly painful process.

Edit - Brilliant! Try give Vodafone a call back, reference number never recgonised in the automated system, get through to hold for an eternity, music stops and phone rings indefinitely, followed by silence and hanging up.

This is an absolute joke.

[mmotti]

"This was raised with the 3rd line team but they closed the ticket because they said you're using a VPN".

ARE YOU SERIOUS. Because I happened to mention to somebody that a VPN was THE ONLY WAY AROUND IT.

I can't even anymore. I'm so angry.

Then I was put on hold whilst he investigated, come off hold to suddenly be speaking to somebody completely new from level 2 whom I have to explain the issue to all over again. "So the issue is you don't have any internet right?". So more hold time whilst "service tests" are carried out even though I explained that it was a line issue etc. Then they come back and want me to login to my router etc to check settings even though I have explained many times during this call and prior to it that I have been through this process with other reps and it's unrelated to my equipment / line.

I explain that it needs to go to 3rd line. On hold again. "So have you tried disconnecting from the VPN to access these services?", "Oh so these don't work when disconnected from the VPN?" Hold time again. "I'm just running some checks ". Hold again.

"I'm going to send you a link and I want you to send screenshots of these issues when disconnected and connected to VPN"

I couldn't think of a better way to completely waste my time today with providing plentiful amounts of useful diagnostic information THAT I'VE ALREADY PROVIDED. To add insult to injury I'm still no further forwards with fixing this. If this isn't an advertisement for you to never take out a Vodafone package I don't know what is.

[Gemma]

@mmotti - I'm sorry that you're being made to feel this way. 

I've just found the last conversation you had with us through Social Media. I'm unable to discuss the details here for security reasons, although from what you're saying here, it sounds like this was raised differently than the examples we've started to collect from 16 September. 

Please can you contact my team again on Social Media? I've added an internal note for when you do this. 

[embattle]

I don't have social media accounts and your example is just another reason of why I personally would find it ultimately pointless trying to go through this route. It is clear it is a wide scale problem and that Vodafone don't appear to have the technical knowhow to fix it sadly, it just makes the probability of me deciding to break my contract before its end next year more likely since they can't provide the service we have paid for without requiring us to do the work.

[mmotti]

@GemmaIt makes absolutely no difference how I communicate with your support team or even how much  useful diagnostic information I give them. As soon as I get through to level 2 I may as well just repeatedly bang my head against a wall.

I've spent countless hours on hold or talking to your advisors, doing all I can to troubleshoot this issue and I have absolutely nothing to show for it other than my time being completely wasted.

If it was initially raised differently, how are they going to raise it any differently now that I have a fault reference number and the fact it got to level 3 and they turned round and basically told me to go !#@$ myself without so much as giving me a call to actually clarify what's going on.

[Alecmac007]

My YouTube continues to behave well, so hope it’s resolved shortly for you all. I didn’t have to reboot the router or anything just suddenly started to work

[daern]

Just got home and did a quick, unscientific test on my phone and yes, videos are opening quickly and without lag for me too. Clicked through a dozen or so and all opened immediately. Will test with a little more rigour later tonight.

Edit: sorry, no. Back to buffering, slow starting and failing Google Play updates. Oh well, good while it lasted but definitely not working at the moment for me!

[mmotti]

I don't want to get too optimistic however I have just tested mine and YouTube seems to load normally and I can install apps again.

I'll monitor over the next 24hrs.

Edit: May have spoken too soon on the apps. Getting stuck at 0% again.

Edit edit: Everything back to broken again. Worked for a short time earlier.

[richardpreston]

Still the same for me there was some improvement for a little while yesterday afternoon, but its back to taking forever to load anything now.

I have not had any updates from VF tech support will reach out to them again today.

[Mattzkn]

The Twitter support added a static IP to my account. Doesn't appear to have made any difference and still encountering issues with many Google related services.