Welcome to Vodafone Community
I use VPN. It cures most of problems and generally must have novadays.
On 200 Mbps line here is a speed drop during peak hours. It is not throttling but network capacity isn't sufficient.
I'm getting 200Mbps from West Europe .
Customer services is another story. But Technical and customer support when you can get through India to UK is good and resolved all issues so far. I renewed contract. I feel VF offering value for money and is ahead of competition
@Winky666 - Sorry to hear you've switched internet providers, if you're ever considering returning, I'm sure we could get to the bottom of why your speeds were dipping.
If you contact our Social Media team here @Mozambezi they'll be able to pass security with you and then run a few tests on your broadband line try and improve the speeds you're getting!
Without VPN, I get 4Mbps DL speeds (measured by Speedtest.net) and a tracert to Speedtest.net shows
Tracing route to speedtest.net [220.127.116.11]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms vodafone.broadband [192.168.1.1]
2 * 28 ms 28 ms host-212-158-250-34.dslgb.com [18.104.22.168]
3 27 ms 27 ms 27 ms 22.214.171.124
4 27 ms 26 ms 27 ms ae11-100-xcr1.hex.cw.net [126.96.36.199]
5 29 ms 29 ms 29 ms ae17-xcr1.ltw.cw.net [188.8.131.52]
If anybody has received a satisfactory solution to this problem, please let me know
6 27 ms 29 ms 31 ms 184.108.40.206
7 26 ms 31 ms 31 ms 220.127.116.11
With VPN, I get 40Mbps, and a tracert adds 2 hops:
Tracing route to speedtest.net [18.104.22.168]
over a maximum of 30 hops:
1 * 28 ms * 10.5.0.1
2 30 ms 32 ms 37 ms 22.214.171.124
3 * 34 ms 32 ms 126.96.36.199
4 29 ms * 27 ms 188.8.131.52
5 * * * Request timed out.
6 29 ms 29 ms 29 ms clouvider-ic-337427-ldn-b1.c.telia.net [184.108.40.206]
7 29 ms 30 ms * ldn-b1-link.telia.net [220.127.116.11]
8 29 ms 30 ms 30 ms fastly-ic-352021-ldn-b1.c.telia.net [18.104.22.168]
9 26 ms 27 ms 27 ms 22.214.171.124
So as you can see, VF have changed the routing, which is good, but I am still experiencing low data throughput. This can be countered by using a different protocol
1. The VF routing is efficient and their gateway servers are doing their best
2. Using a different protocol means that VF is not able "to see" what traffic is passing and therefore some sort of software measure does not kick in.
For UK traffic I stopped using VPN. Vodafone on my end is more efficient than VPN routing.
For EU I use VPN. For USA - Vodafone is faster than VPN.
Now I starting to experience traffic congestion on GigaFast 200 MBps. Peak times useable line goes down to 16 Mbps. (Test returns 200MBps) Every HD streaming struggles. Not too often, but noticeable. (I'm not getting annoyed yet)
Hi @I_saw_Megabit, I understand how important it is to have a stable connection, especially during the current situation.
If you would like us to look into your account, run some tests on your line and look at improving your speeds please don't hesitate to drop us a message on social media with your Vodafone landline/account and a link to this thread with you username 😊
Whilst I appreciate you reaching out and offering a service, I really cannot count social media platforms as a call handling and resolution system. Call me old fashioned, but I was raised on ITIL v3 and what comes to mind is logging a proper support call, with a reference and an SLA attached to it.
Each to their own but for me, using twitter, facebook and the likes, to service your customers, is cutting corners, giving into "cheapism" and exposing the brand to reputational damage.
Now if I was offered a call back where a person takes time to write down my issue, read back the statement to make sure no vital information is missed and then gives me a forecast on what is going to happen, then I would be tempted to change my perception of the brand, regardless of whether my technical issue is resolved.
Hi @I_saw_Megabit 👋 I completely understand if you do not want to contact us by social media, as we don`t have account access here we do generally ask customers to contact us that way, as we can follow up on the interaction if needed., but it is not our only point of contact. You can alternatively contact us by calling 03333040191 where one of the team will be happy to help, if you were to contact us by social media and after we have taken your details we would then be happy to arrange a call if that is what you would prefer.
Many thanks for your post. I think you have highlighted it in your post, the "social media" team do not have access to customer details. That is the details necessary to log, progress and resolve an issue. That remains my bone of contention and makes me wonder exactly why has that team been created? What is its purpose, as part of a business. (am thinking costs, metrics, duties, accountability,...)
However, you did mention a number to call. I have and will continue to do that; call the support centre and log a call, get a reference number.
To come back to the original Post though: Please can Vodafone supply a credible answer as to why the throughput drop at specific intervals in a 24-hour cycle. Most users here will use terms like "throttling", "traffic shaping".... I am willing to listen to an alternative credible answer.
think you misunderstood Andy's message @I_saw_Megabit, although we're unable to access your account through our Community, we can access to your account if you contact us privately through one of our social channels and complete a few short security checks. If you'd like us to take a closer look into your issue and monitor this though to a resolution, contact us by following the steps in the above link and we'll be more than happy to help.
I've had slow, next to useless, speeds every night for two weeks now and still nothing has been done even after speaking with 2nd line tech support several times. 3rd line just flat outright refuse to look into things even after submiting all the test data they requested. I'm constantly being told it's my side where the issue is, my equipment (your router), the wifi, the SSIDs need splitting, the horse in the field is chewing the cables... I'm fed up.
After many repeated attempts to resolve with customer service I gave up. All they were prepared to do was offer me a discount which actually worked out I was paying more than new customers. Just goes to show how much value Vodafone puts on loyalty.
Anyway have been with Plusnet for 2 months now and speed has gone from getting average around 26 Meg back up to reasonable speeds of around 36-38 Meg.
To add insult to injury the cancellation of my Vodafone didn't go smoothly and they are Still charging me. Due to "internal processes" they can't cancel the service until late December and I have to wait for backdated refund until then. The last 12-18 months with Vodafone has been the most frustrating experience of an ISP since my first broadband connection over 20 years ago and even after cancellation they continue to cause me grief.
Sadly the only way you will get this resolved is to move to another ISP. Vodafone are simply too much of a behemoth to be able to fix single customer issues
i am also leave in vodafone now after lengthy calls to all teams 1 2 and sadley 3 and also to wiche legal voda fone are now alowed me to stop my contract free of charge as they can not help me thanks again voda fone great to see the back off you guys sadly wont be missed
Hey @Heinrich, I understand how important it is to have a stable connection, especially now! If you still have an open fault ticket with our tech team we can check up on the status of this and make sure it's being investigated. I'd advise you to drop us a message on social media as we don't have account access over the forum.
Hi @imran1982 and @gingertips, I'm really sorry to hear you are leaving us! If there is anything we can look into for you please don't hesitate to contact us on social media using the link above - we'd really like to turn this around for you.
@Evie I had text message from Vodafone yesterday sying the issue was fixed but low and behold the same throttling happened last night., There is no "fix" becasue you guys are just throttling the network.... I'm going to look elsewhere.
Does anyone else have an issue where video apps buffer, don’t play at all or the app freezes up however speed tests show the speed as being fine? It’s infuriating! Happens on iPlayer, ITV Hub, All4 and Sky Go on PS4. Netflix works fine every time. It’s definitely a broadband issue/throttling as whenever I switch to hotspot from my phone, the issue disappears.
@sully1311 We can take a closer look into what may be causing these issues with these particular apps on your broadband connection. As we'll need to access your account to run some further tests, please can you drop us a message us from Facebook or Twitter?
If you include your Community username along with the link to your post, you won't need to write your query out again.