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]

Uh oh! Prepare to spend the entire call repeating yourself and unsuccessfully explaining to somebody that this isn't a you problem and that running MORE checks on your line / remotely changing your router configuration isn't actually going to help.

[Ripshod]

Don't need a crystal ball for this one.

Vodafone are only obliged to provide 95% of their clients with a satisfactory service. With more than 8million clients that's 400,000 complaints before they even have to do anything. They're quite happy to sit back and watch a few people complaining on the forum and just read the script when they deal with us. Very few go above and beyond. 

But in the end this'll all come and bite them. 

[Gemma]

@daern - if our Tech Team have left a contact number on any text messages, please call them as soon as you’re available.

If you haven’t been given a number, then please contact us again on Social Media and we can check what’s happening.

Please be aware that any examples we’ve taken through Social Media, have been given to our Support Teams to be investigated and these are separate to any other individual fault tickets you may have raised through other departments.

Thanks again to everyone who's sent us the examples. This really does help. I understand it's frustrating, but please be assured this isn't something we're ignoring. 

[mmotti]

Are we able to get any kind of update from the technical team? I've heard absolutely nothing since they told me the ticket was closed by 3rd line "because you're using a VPN".

It may have only been officially raised last Friday, but we'd been trying to communicate the issue to support prior to that and (in my case) troubleshooting our own connections for a month before realising it was widespread.

It's such a frustrating issue.

[jstott1070]

Just to confirm that i have (again) reported this via the Social Media team. They are asking for screenshots of the issue and when i explained that this is pretty pointless as it would simply be a black/blank screen on the YouTube App they replied saying it would be helpful.... I honestly don't know if we are any further on with anyone actually looking into this for us or not... @gemma_ can you confirm you have engineer's actively looking into this and if so what level support are they??

[mmotti]

I don't believe for one moment it's being actively looked at, sadly. I also asked for compensation and they said not until the issue is resolved. Great! So I'm paying full rate for substandard service with no resolution in sight.

[Jayach]

For those of you suffering this problem, but getting nowhere with the standard support, I would suggest raising an official complaint. They should be able to pressure the other teams to "get their finger out".

Complaints Code of Practice | Vodafone UK

[mmotti]

@Jayachthanks for the link - I have raised a complaint.

[daern]

"Here are the contact numbers for Openreach who will be pleased to look into your problem".

No. No they won't. Stop being silly and try again. Also mildly frustrated that twitter conversations with "social media" take several hours between replies, with different people randomly replying (resulting in daft responses like the one above). It's not a lovely process you've got here Vodafone...

[mmotti]

@daern  This mimics my experience exactly though with different but equally useless suggestions from the social media team. I suggest you join us in raising official complaints as this is beyond rediculous at this point.