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Internet speed

100% Proof of throttling twitch iptv etc.

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3: Seeker

After only 6 months, back with BT... 

 

 

 

You can see from the timestamp on the Vodafone test, this issue has been going on for some time. 

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6: Helper

So because I reported the fault on the 6th Feb, I can ONLY claim compensation from 6th Feb till 15th March, EVEN though it's been months dealing with this crap..

Can a forums mod/admin whoever, PLEASE message me and help me?

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14: Advanced member

who told you that riptwitch 

 

The issue started around the 10th of November 2018 so everyone should get compensated from that date don't see what difference it make what date you got fed up of waiting for the issue to be fix before you rang Vodafone up to say what's going on, or why am I still having this issue , or I have waited very patiently but it's still not been fixed. not everyone likes to complain straight away. That's why its wrong for Vodafone not to contact its customers on this thread. This is also why I wrote this post below on the last page after loz said just go on live chat and ask, so I did and all I got was someone who was very rude and said to be frank the answer is no 

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Moderator ‎22-03-2019 07:18 PM

Hi everyone, 
For those of you on this thread that have been experiencing slower broadband speeds, I understand compensation has been mentioned by a few of you. 
If you'd like to discuss your individual queries further, please pop a message over to our Live Chat team. They'll be able to take a closer look into the experience you've had and discuss the most suitable resolutions for you.

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Vodafone: Thanks for choosing to chat with us. An agent will be with you shortly
Vodafone: All our agents are currently assisting other customers. The next available agent will be with you shortly. Thank you for your patience.
Vodafone: How may I assist you?


ME: i been reading a message that was left for a few of us on the Vodafone forum
ME: For those of you on this thread that have been experiencing slower broadband speeds, I understand compensation has been mentioned by a few of you. If you'd like to discuss your individual queries further, please pop a message over to our Live Chat team. They'll be able to take a closer look into the experience you've had and discuss the most suitable resolutions for you. 

 

Vodafone: I am sorry it's not going to happen like this to be very frank. I am also have a customer for someone else. I am sorry for the incorrect information if someone have given you.

 

ME: if the answer is no then you need to pass this chat over to a manager who can then look into this and contact the media team to see why they are telling me and other customers to come on live chat and ask for a suitable resolutions


Vodafone: I have discussed the case with manager and he informed me that this is not possible over the chat
Vodafone: I understand the level of frustration, If I would have been in your place, I would have been felt same. As I am also a customer for someone else. 
Vodafone: But, This option is not available

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£50 or £75 compensation for the issue of throttling 

  

Considering the fact that The Register newspaper website is waiting to update this article

https://www.theregister.co.uk/2019/03/01/vodafone_video_streaming_slowness_line_cards/

and are probably monitoring this forum thread to do a follow-up story. I would just like to say well done to the media team and to loz for giving bad advice to customers 

I think what clearly should have happened is the media team should have PM`d everyone that was affected and made them a suitable resolution or gave them an email address to contact a Vodafone representative capable of making a suitable resolution to each person, but because the media team are giving out bad advice and live chat is/was? saying no. Customers can only do 1 thing and take this further 

Can a Vodafone representative please contact us all in this thread and the other thread about throttling Netflix and compensate every one please, Otherwise every single Vodafone customer will/can go on live chat and simply say I had slow speed and I want compensation.  I really don't understand what the media team was thinking with this bad advice as it will cost Vodafone a fortune

 

so after seeking Advise the results are  

 

Vodafone has made a payment to a customer above of around 2 months bill for the issue of slow speed or half a service for 4 months depending on how you look at it 2x £25 = £50 or 4 x half the service = 4x £12.50 = £50

it means in English that Vodafone has set a precedent of around £50 to be paid into everyone`s account that has had this issue of throttling due to the faulty line card and nodes.

Also if you can show you have got Netflix or amazon prime, because of this throttling issue, you have not been fully able to watch Netflix or prime then you should be able to claim 4x £7.99. So in total you should be paying £50 to each customer, or for customers that lost out and still had to pay Netflix or Prime then Vodafone should be paying you all £75 each.  

 

For advice, or to complain about internet services, please contact Ofcom via one of these numbers:

0300 123 3333  or  020 7981 3040

Calls cost no more than calls to geographic numbers (01 or 02) and must be included in inclusive minutes and discount schemes in the same way.
Calls from landlines are typically charged up to 9p per minute; calls from mobiles typically cost between 3p and 55p per minute.

 

 

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2: Seeker

 [Removed]

 

RIPTwitch might be worth getting an official complaint going with Vodafone and directors office if I remember rightly that's what got shootoo and sijones some compensation traction. From my own personal experience an Ofcom complaint doesn't get you anything and will refer you back to the ISP for compensation. 

 

https://www.vodafone.co.uk/help-and-information/complaints

 

[MOD EDIT: This post has been edited to remove inappropriate content please see Community Guidelines]

 

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4: Newbie

[Removed]

 

RIPTwitch might be worth getting an official complaint going with Vodafone and directors office if I remember rightly that's what got shootoo and sijones some compensation traction. From my own personal experience an Ofcom complaint doesn't get you anything and will refer you back to the ISP for compensation. 

 

https://www.vodafone.co.uk/help-and-information/complaints

 

 

You are right. All way through in every comment.

Ofcom wouldn't help. CCJ wouldn't help. That's my experience. Best what people can achieve it is break away penalty free.

 

[MOD EDIT: This post has been edited to remove inappropriate content please see Community Guidelines]

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14: Advanced member

I'm sure riptwitch that someone from Vodafone will contact you soon as you have requested it 

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4: Newbie

Having only joined vodafone on the 6th March, 2019 to immediately recieve poor service (single thread speeds, congestion and what I believe was an initial line fault), together with limited support (no calls logged despite several attempts and having to resort to posting in this forum to obtain limited support). I've taken advantage of the 30 day cooling off period, and made arrangements to migrate to another provider next week.

 

I am frustrated and disgusted to have a bill from Vodafone for a months service. Therefore, I can only imagine how frustrated and disgusted long suffering customers must feel.

 

Therefore, I agree with comments in this and other threads that Vodafone (if they believe in their service and reputation) should proactively compensate impacted customers. Also, Information regarding the various processes to complain, to both Vodafone and Ofcom should in my opinion be freely available / visible (pinned thread?).

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2: Seeker

[Removed]

 

Referring everyone to ofcom doesn't help them, ofcom just log the complaint its even said by someone else in this thread... The only thing that's going to help anyone is to tell them to follow the official Vodafone complaints process and get contact from the complaints people.

 

[Removed] Whilst it's really poor that we've experienced these slow speeds how can we expect Vodafone to know there's an issue with our lines if we don't tell them and that's most likely what they're going to base their compensation on..from the time they made their initial expression of dissatisfaction with Internet speeds.

 

Perhaps what you should be advising people is that for those that didn't call up with speed issues but posted on here instead they should contact the complaints team with screenshot and links to their dated posts on here if they get refused refunds. 

 

[Removed]

 

 [MOD EDIT: This post has been edited to remove inappropriate content please see Community Guidelines]

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6: Helper

@gipjon wrote:

I'm sure riptwitch that someone from Vodafone will contact you soon as you have requested it 


Yeah, I don't think they will.

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8: Helper

Had a phone call from the Directors Office today, they were wrapping up my complaint, added another month credit to my bill as an apology.

Since the "resolved" single connection throughput my sync speed has dropped by 7Mb, nothing has changed my end so for me this is VF, problem is because it's just above 35Mb they won't look at resolving the drop and just class it as normal - my line has never synced this low.

As this isn't my primary line am not concerned and it's not costing me anything but near the end of credit i'll be ending it.

For the people who stayed, watch your sync speed!

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2: Seeker

I have been reading this thread for months with me having this issue. 

I am like RIPTWITCH I did not report the issue straight away. But i dont see why ECHOCHAMBER should have a go at us all .Just becuase you have had a tiff with your boyfriend. That does not give you the right to say " If people have been suffering from an issue for months but haven't called in to report it till 3 months later that's their own fault" 

ECHOCHAMBER i hope your broadband breaks. 

 

When a member of staff contacts RiPTWITCH can you contact me please , I also agree customers should not be chasing vodafone and trying to contact live chat is a no go 

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6: Helper

@londonsouth wrote:

I have been reading this thread for months with me having this issue. 

I am like RIPTWITCH I did not report the issue straight away. But i dont see why ECHOCHAMBER should have a go at us all .Just becuase you have had a tiff with your boyfriend. That does not give you the right to say " If people have been suffering from an issue for months but haven't called in to report it till 3 months later that's their own fault" 

ECHOCHAMBER i hope your broadband breaks. 

 

When a member of staff contacts RiPTWITCH can you contact me please , I also agree customers should not be chasing vodafone and trying to contact live chat is a no go 


 gipjon is the only person that has helped me or even sent me a private message on what I should do... If you coudln't tell already, Vodafail staff are useless. It's kinda sad users do a better job than them.

Live chat is also useless... Good luck trying to udnrer satnd brkoen Egmlish

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2: Seeker

Hi guys, 

I also think that they should refund everybody for the time the issue was present. I used to have Virgin on another flat, and after just two complaints and a week of bad speeds I was compensated and issue was fixed straight away. 

 

I did not had much time to check much, but for me the last two weeks were ok if it comes to streaming. IPTV and twich is working with very ocasional buffering. It is worse when using two streams at the same time. Altrough the speed is above 50Mbs most of the time, it still buffers when two devices use streaming. In my opinion it should be more than enough. Also since the fix my internet started dropping and router resets itself often, when before never had that problem, but probably that is another topic and another complain to VF. 

I have attached some screenshots of my wireless network tests I have done recently. There is a massive change compared to last month.

Mark

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2: Seeker

Screenshot_20190326-042246.png

 

Screenshot_20190326-042231.png

 

Screenshot_20190326-042223.png

 

Screenshot_20190326-042216.png

 

Screenshot_20190326-042207.png

 

Screenshot_20190326-041945.png

 

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14: Advanced member

just to let Vodafone know it does not mean he has a blue and red wifi

red is single speed download test ( like what happens when you watch Netflix )

blue is multi-speed download test ( downloading multi files at the same time )

 

there seems to be a pattern forming. after the fix, some customers are starting to have an issue with the router, not holding sync, the internet has started dropping, high FEC corrections 

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4: Newbie

Multi thread is matching single at the same time. I believe this topic problems were resolved.

 

As Echo said you must report fault in official way with FLT reference. It could be Openreach congestion.

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4: Newbie

I expect they blame it on Brexit 

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6: Helper

Still waiting for that praivte message. LOL

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2: Seeker

Hi there

 

Ive been having streaming issues since befoe christmas - upgraded to 2x yesterday & not seen any difference in HTTP download speed of 38-39mbps but thats a side issue.  the big issue is that steaming has been buffering & reading this thread it fits in with the timeframe you have discussed!

 

So I want to be able to prove the same - how do I separately test HTTP vs whatever protocol is being used for streaming?  Many thanks!

 

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12: Established

All line cars are meant to be fixed by now, so sounds like congestion...

 

samknows has a good app for different download ‘types’.

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