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Alecmac007 · ‎08-09-2022

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 · ‎05-10-2022

@embattlewhich issues? My android TV has exactly the same experience as all of my other devices with YouTube/Google Play which is to be expected

embattle · ‎05-10-2022

Yeah the YT issue and other Google services have issues but at the moment the TV Apps won't open, perhaps they need updating.

mmotti · ‎05-10-2022

Good luck updating them!

Gemma · ‎05-10-2022

Hi everyone, I'm sorry that we keep repeating the same information here. I understand this thread is getting longer and I don't want our replies to get lost for new users viewing it.

Just to confirm if anyone's raised a complaint directly to our Customer Relations team, this will now be handled by them separately. If you've an open fault ticket raised through any other department, this is separate to the examples we've taken through Social Media.

To confirm the Social Media team here have collected the examples we've received and these are being looked into with our Support Teams. If anyone hasn't yet sent the examples to us, then please get in touch with my team through Social Media, as the more we get, will help the team to investigate what's happening.

Other departments won't be able to check for an update to what we've raised.

My best advice is to wait until we let you know any further information.

@daern - I cant see that any of your posts have been removed.

yorkshireskippy · ‎05-10-2022

Thank you. It may be worth spreading this message throughout Vodafone. The lvl2 tech I spoke to this morning had no idea about a common problem with many users. She also said my new router, sent by a different lvl2 tech yesterday was not required. Funny I needed it yesterday.....

You would be wise to spread the message because at the moment members of the public are being put through endless and unnecessary 'problem investigations' when it's clearly not needed.

I personally have lost all internet connection twice because of lvl2 tech people 'updating' my router. I've had a perfectly good router written off then told there's nothing wrong with it. I've had a BT engineer out for no good reason.

I was even told this morning to raise the complaint about buffering problems with the relevant app providers such as YouTube....how ridiculous. The lvl2 tech today even refused to accept its a Vodafone problem when I told her my problems dissappear when I connect to the BT fibre next door.

Head in sand. Please spread your own problems through the tech teams ar Vodafone and save us wasting time and money pretending it's our issue at our end.

mmotti · ‎05-10-2022

I don't mean any disrespect but in terms of airing frustration - Learning officially that the "support" department(s) don't/can't talk to eachother alongside how much trouble we're having raising this further than level 2 is frankly rather shocking and ridiculous.

Jayach · ‎05-10-2022

@yorkshireskippy wrote:
Thank you. It may be worth spreading this message throughout Vodafone. The lvl2 tech I spoke to this morning had no idea about a common problem with many users. She also said my new router, sent by a different lvl2 tech yesterday was not required. Funny I needed it yesterday.....

When you said previously that they were sending a new router, I knew it was a waste of time. I even said so in an earlier post.

@Jayach wrote:
To anyone else, it's obvious this problem is within Vodafone's network. Replacement router and anything you do at your end won't cure it. A VPN will "work around" the problem by bypassing the failing part of Vodafone's network.

Re: YouTube terrible speed and buffering - Page 11 - Community home (vodafone.co.uk)

I can't believe Vodafone haven't been able to cure this yet.

yorkshireskippy · ‎05-10-2022

The best part about the new router is that I got them to admit it wasn't required. She didn't give up though, she blamed me, the apps, BT and refused to back down. Its rude but I put the phone down, she was wasting her time and mine.

I'm still waiting for confirmation of my official complaint. The media team on Twitter have said that compensation will be paid for the total loss of Internet they caused on 2 occasions. We'll see, shall we?

Jayach · ‎06-10-2022

@yorkshireskippy wrote:
I'm still waiting for confirmation of my official complaint. The media team on Twitter have said that compensation will be paid for the total loss of Internet they caused on 2 occasions. We'll see, shall we?

Compensation is only paid on Openreach connections, and only after 48 hours of disconnection.

https://www.vodafone.co.uk/broadband/auto-compensation-hbb

In my opinion, the social media team talk utter cobblers.

Edit: I should have said automatic compensation, obviously they can make voluntary payments, should they so choose.

yorkshireskippy · ‎06-10-2022

They can talk all they like. They won't be the first company I've sued for promising compensation.