Problems with streaming live tv

[mrmarkyuk]

We've done that Joe... that's currently the brick wall everyone's at - we contact support from the private messages you sent

I was told someone would call me back today from support and no one calls you back - that's as far as we get.

vodafone offers no support at all. 

[circular]

Thanks for responding on the thread Joe. I think what we are all looking for here is an escalation. The issue clearly can’t be addressed by you support team and there is plenty for your network team to go off.  As your Support team are unaware that this problem can exist it isn’t something they shouldn’t be having to speak to us about. 

Could you perhaps get someone to confirm that this is being looked in to and confirm the call reference?  We can then all quote this in communications and we can be updated en masse. If it isn’t, which I suspect is the case then can you please advise how we can arrange to leave penalty free?  

[Blair]

Hey @circular, I really don’t want to appear to be just repeating the same information, however as Joe mentioned previously, this is something that would need to be looked into by our broadband Technical Specialists team on a case by case basis.

When reporting a fault, please mention that when streaming, the VPN speeds are better than connecting directly.

Please be assured that they do monitor for any issues that affects multiple users, and have processes in place to address this sort of situation.  We do however need customers to raise an individual fault ticket if there’s a problem. If anything changes with this process, we’ll be the first to let you know.

Blair

[gipjon]

QUESTION ?  if you moved to bt broadband would that also change the route

[gipjon]

this is a good thread to read it shows when this started 

https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/Vodafone-Throttling-Netflix/m-p/2622459#M11692

[daka]

new user ...... unable to connect to live streaming ...... need to leave vodafone soon if this cannot be sorted i.e 30 day period.  it seems that many people have this problem in your live chat and i am not optimistic.  please advise if it is possible or not.   It seems that Vodafone blocks this access.

[JimboAccy]

Leave is my advice - havent heard anything announced about them fixing it any time soon, heck they havent even properly recognised theres an issue with it as a company as far as I know...  I would find another ISP quick, if you want live streaming to work.  I know I will be doing in April for sure.  I am using my 4g data for live streaming in the meantime which works flawlessly and the same app I use for it on the same device works perfectly on a friends or familys internet thats not Vodaphone.

Jimbo

[bmonty1965]

Had enough of Vodafone , phoned and they said any sites they deem illegal they buffer. Just switched back to BT and although it’s cost me £180 early fees these will be covered by BT BUYOUT SCHEME. DROP VODAFONE!!!. They don’t care about their customers

[JimboAccy]

Buyout scheme?  Why didnt you say so... time to google

Jimbo

[Blair]

Hey @daka, sorry you’re having some problems when streaming video.

We certainly don't block access, however there could be a few different possibilities as to why you’re having this issue. We’d really need to do some testing to help get to the root cause.

I've sent you a private message with details on how to get in touch.

Blair

[circular]

We’re up to test 3 which still includes speed tests. Which aren’t appropriate for this issue. If you’re in your cooling off period then I’d suggest you leave. It’ll take more than your cool off for them to do nothing and then they’ll never allow you to talk about leaving. 

[adz740]

Just weighing in here to say i'm experiencing exactly the same problem here too. Slow Netflix / IPTV / streaming. All works fine when VPN is on.

I'm still within my first 30 days at the moment and fully expect to be cancelling ASAP. Vodafone seem incompetent or unable to fix this issue for so many users. It's pathetic really as their mobile service is actually very good (in my experience).

[mbames]

Where are these technical vodafone specialitsts?  I've spoken to level2 support and then have contacted level3, and everyone in level 2 and level 3 claims there are ZERO problems and that everything is perfect.

Given the number of unhappy customers on here, isn't about time that someone in VF took RESPONSIBILITY for this mess and at least ADMITTED they have goofed up and that maybe there would be light at the end of the tunnel for us, your POOR SUFFERING CUSTOMERS.

[daka]

I am new to Vodafone also within 30 day period and am very frustrated.  Will be switching.  Does anyone have a recommendation for a broadband supplier that is actually providing the service for streaming.  I don't want to switch again without knowing that there is no problem.  I should have done some google research before deciding on Vodafone.

Sean

[mbames]

ID Net,  BT, Sky, etc. plenty to pick from!

Have a quick read up on thinkbroaband forums to help as well.  Some ISPs react when you report faults, and some like VF just stick their heads into the sand and keep stock piling your cash for a shonky service.

[JimboAccy]

Absolutely fuming at basically being called a liar by Vodafone but shouldnt be too surprised.  After having to wait 4 days before I was able to perform the next lot of tests requested at the weekend (only time I could do morning and afternoon as Im working during the week) and providing the screen grabs requested, heres the response :

From:  All customers are liars (not allowed to put the original sending email from Vodafone apparently so changed it to something more apt...)
Sent: 04 February 2019 12:57
To: REMOVED
Subject: Re: EFT195 [#20275579]

We appreciate you sending those images to us James, I've looked over these and there's no evidence of packet loss and the ping speed is well within range we'd expect.

You can look to try changing the DNS settings on the router to see if this improves the streaming side of things, we do need to advise that our Technical Team will see no fault and as such wouldn't allow the contract to be terminated with fees.

To change the settings please see below:

-Type in 192.168.1.1 in the address bar
-Log into router expert mode
- Click internet in top red bar
- DNS and DDNS settings on the left 
- Change this to manual
- DNS address enter 8.8.8.8 top 8.8.4.4 at the bottom
- Click Apply
 

Please be aware that any parental or content controls will be overridden in this instance and will need to be restored.

Regards,

I changed these settings a month ago - I clearly stated it works fine on VPN when I sent in my screen grabs like Joe suggested.  Its all well and fine moderators on here saying the more instances reported the better but when you recieve replies like the one above, are you surprised no one is willing to do what is asked of them, especially when your colleagues call your customers liars?  Time to lodge my official complaint.  Disgusting behaviour.

Jimbo

[stevex]

The fact that they think changing DNS will help improve streaming speed tells you all you need to know about that reply.

[Rodney-Trotter]

Just ask to lodge an "Offical Complaint" and you complain that they failed to provide the service you are paying for. Dont accept anything else.

They then will have to investigate and if you dont agree with the response you take it further to the Ombudsman . 

Make sure you run a test using single.speedtest.net and choose a vodafone speedtest server as afterall thats on the vodafone network and they cant blame other traffic causing the problem. You'll probably find your speed is restricted to less than 8mb using this test.

Its strange when you get connected to bytemark test server in york and a few others that the test shows incorrect results, also try downloading something from Apple.com they slow that down to a snails pace.

They will probably tell you that it will be fixed in a months time when a new circuit goes live but it will just get overloaded again.

[JimboAccy]

Yeah already done that single speed test at fast.com too but heres another Ive just done : https://single.speedtest.net/result/8016870476

Laughable - upload is 5 times as fast...  Will lodge that complaint..

Jimbo

[gipjon]

You do realise that this forum is just another way of control to delay customers and most customer will just give in . You really do need to drop a complaint in to vodafone and also Ofcom . I dont understand why people put up with it .