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Internet speed

100% Proof of throttling twitch iptv etc.

3: Seeker

Hi Dan,

 

Please could you share the reference number?

I'd love to hear their explanation of what the problem is.

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13: Advanced Member

I would imagine that Dan has been in contcat with the Directors Office.  I initially dealt with Christina, and then Kenny, as I had a direct number to dial and a 6 digit reference no.

 

on Sunday I was told by that office there was no fault, and there was nothing that VF could so resolve the speed/performance issues.  It will be interesting to see how this pans out for other.

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Highlighted
Administrator

Hi everyone, 

I just want to reassure you all that our engineering teams are currently looking into this issue as a priority.  Sorry for the inconvenience it causes.  

To help find the cause of the issue, they've asked for your Samknows downstream data graph and Netflix graph for the period of 1 October 2018 to 31 December 2018. Please post it here so they can see it straight away.  (We're aware it's not just Netflix related, but they have more information which is helping us narrow down the issue).  

Thanks, 

Phil

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4: Newbie

Don't waste your time. 

 

From logs you published , throttling is happening at cw.net .

 

This router belongs to Vodafone , Cable & Wireless internet provider.

 

Same problems on Gigafast.

 

 

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2: Seeker

Good news.

 

They've just followed up on my issue once again, and I helped them with some further testing.

 

They're 100% aware of the issue now and they are taking it seriously - it's getting there guys. It's reached the right people now and they want to get it fixed.

 

They also confirmed it's definitely not intentional throttling, and they're getting closer to fixing it.

 

 

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13: Advanced Member

"Getting close to fixing it"..... I was just about to leave and change providers!  Maybe I'll stay for another week or two and see how they fair at "fixing it".  Amazingly on Sunday I was told there were NO ISSUES. 

 

Here is mine

vf-30-20190211-samknows-netflix.GIFvf-31-20190211-samknows-download.gif

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4: Newbie

It looks like you believe in Santa 

 

Getting there is about 3 years old in my case. Gigafast was ok for 2 months and then sudden throttling. Just day after I couldn't cancel contact free of charge.

 

That I call advanced con

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2: Seeker

I'd believe in Santa if i'd seen him myself, yes

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3: Seeker

@Phil wrote:

Hi everyone, 

I just want to reassure you all that our engineering teams are currently looking into this issue as a priority.  Sorry for the inconvenience it causes.  

To help find the cause of the issue, they've asked for your Samknows downstream data graph and Netflix graph for the period of 1 October 2018 to 31 December 2018. Please post it here so they can see it straight away.  (We're aware it's not just Netflix related, but they have more information which is helping us narrow down the issue).  

Thanks, 

Phil


Don't disappoint us Phil ... There has been no light at the end of tunnel lately for folks here

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13: Advanced Member

@vinny2a wrote:


Don't disappoint us Phil ... There has been no light at the end of tunnel lately for folks here


Lets pray VF don't start building a new tunnel!!

Having posted my graphs I am hoping that VF techs are on the case, akin to a tramp on chips!

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6: Helper

Specialist technical Support is ##~## useless.

 I've just spoken to somebody called John over the phone, pretty chill guy (Also getting the SAME problem as us, lol)

Then he passed me over to this so-called specialist technical support team..

She told me to do a speed test, got 13 Down on London server. She then told me to change servers, got 55 Down. Put me on hold for 5 mins, came back and said nothing is wrong with my line, couldn't find any faults at all...

I told her Twitch/Netflix were STILL buffering, and how a VPN fixed the problem. She didn't have a clue on what a VPN was, then got all ##~## at me when I told her about Twitch and the buffering ##~##.

Oh also, if you're doing a speed test on the London server with a VPN you get the full speed, but without a VPN you get hardly anything.

 

Oi Phil, this ISN'T solved.

 

 

 

 

 

 

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6: Helper

Specialist technical Support is useless.

 I've just spoken to somebody called John over the phone, pretty chill guy (Also getting the SAME problem as us, lol)

Then he passed me over to this so-called specialist technical support team..

She told me to do a speed test, got 13 Down on London server. She then told me to change servers, got 55 Down. Put me on hold for 5 mins, came back and said nothing is wrong with my line, couldn't find any faults at all...

I told her Twitch/Netflix were STILL buffering, and how a VPN fixed the problem. She didn't have a clue on what a VPN was, then got all ##~## at me when I told her about Twitch and the buffering ##~##. 

Oh also, if you're doing a speed test on the London server with a VPN you get the full speed, but without a VPN you get hardly anything.

 

Oi Phil, this isnt solved.

 

DO NOT DELETE MY COMMENT. THIS ISN'T SPAM, ITS FACTS.

 

 

 

 

 

 

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14: Advanced member

Just In case this is bull .which i belive it is because there is a thread started at the start of 2018 saying the same things .vodafone are going to investigate the issue with throttling and a year later it's still the same issue . The only real answer is keep the complaint going to Ofcom . And if you got netflixs complain to them as well . The more company moaning at vodafone the better it is for us all 

 

 

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4: Newbie

What's a point of it? Ofcom posting each year spreadsheet. It show actual speeds versus advertised. VF somwhesom in a bottom of pack. Only Talk talk was worse if I remember correctly

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4: Newbie

Just to let you guys know, my promised return call this evening also sounded very promising.  I had a very apologetic and understanding John Paul on the line and once we performed some necessary checks and tests and eliminated a few things he passed me onto the technical 2nd level team called Derek who also asked me to check a couple of things I had already tried and he also put me on hold whilst he spoke to the next level support team who are directly dealing with this issue whilst I was still on the phone.  Both Derek and John Paul told me that they have a master call regarding this problem and the 3rd line team have lots of raised calls and evidence now from users that are suffering this issue.  It really does sound like they are looking into this with top priority.  Ive been told I can expect a call back from the 2nd line guys on Thursday with an update from the 3rd line team thats actually doing the work on the problem - I will get a call whether its fixed or not... Fingers crossed.  They kept saying they are getting lots of reports from lots of users about the problem, are fully aware, contacting people to get as many examples as possible and are trying to resolve it..  Good to hear...

Jimbo

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4: Newbie

I understand the need of 1st line -- they take the initial brunt of a problem and filter out the fools whilst doing the admin tasks and triaging.

 

1st line NEED to understand that when a problem exists that they either do not understand [“what is a VPN”] or cannot FIX, they MUST escalate within minutes of this. 

 

2nd line is similar - they have access to a few more tools and hopefully a better understanding of more peculiar problems with additional experience.

 

I work for a Networking company in the 3rd line department and I know for a fact in my line of work that if a problem comes in, and cannot be fixed by 1st line, in a very short period of time there is a 2nd or 3rd line dude standing 4 feet away with answers to their problems.

 

The fact that 1st and 2nd line are unaware of these issues WEEKS later – is disappointing and unforgivable.

 

Should a 1st line employee work for "a job" / "a pay packet" -- then in this line of work, they can get lost unless they WANT to exceed expectations.

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4: Newbie

Just to add my voice to this I have exactly the same problem. Started noticing with Twitch not being able to stream in the evenings.

 

Speed test from ookla results in acceptable speeds but any other I get awful speeds down to 2Mbps sometimes. After I turn on VPN speeds go back up and I can stream Twitch.

 

There is definately some throttling going on intentional or otherwise. I will be watching the thread with interest. If it isn't resolved soon I will leave.

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6: Helper

Still marked as solved, when obviously it's not :/

 

oh and give John a pay rise

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4: Newbie

It is solved. Here are no faults on Vodafone UK broadband.

 

Slow speed is happening due different company "Cable & Wireless"  fault. 

 

It is a same like with banks. They rob you off and blamed world crunch (they created).

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13: Advanced Member

@phil are you going to give us an update?

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