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Internet speed

Advice to terminate contract due to slow download speeds

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2: Seeker

Seeking advice on how to terminate my contract early - have only been with Vodafone fibre broadband for 1 month but am consistently getting poor download speeds during the evening peak.  Anywhere from 2 to 5Mbps between 6pm and 11pm.

 

Been in touch via twitter and am quoted the min download speed is met (26.5) due to the sync speed to the router being higher (44.2) and therefore no option to terminate without a fee.

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7 REPLIES 7
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17: Community Champion

Hi @Vodaslow 

 

Totally appreciate your frustrated with this.

 

From 》 What-should-I-do-if-I-m-having-problems-with-broadband-connectivity.  

 

" When your broadband is installed, we'll optimise your connection to ensure you get the best possible speed. However, doing this can sometimes cause some short drops in service or unexpectedly slow speeds for the first 10 days and in extreme cases up to 30 days. Please don’t turn off or reset your router during this time. "

 

I would suggest to carefully look at the Terms-and-Conditions  and at the advice in Broadband Speeds  which gives advise on why they would cancel Broadband.

Current Phone > Samsung Note 10+ 5G _256Gb > Model: SM-N976B.

Samsung One Ui 2.1  / Android 10.

 

Samsung Gear s3 Frontier Watch.

Samsung Galaxy Buds.

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16: Advanced member

As has been pointed out, you need to follow the dispute procedure to get out of the contract without a fee!

 

However, with your contract to hand, you'll see that you have a guaranteed download speed, not a sync speed, if Vodafone try to tell you the two are one and the same, then you need to point out that they are not.  This has already been confirmed by OFCOM.

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2: Seeker

Thanks for the advice, I showed Speedtest results with download speeds below the minimum but they didn't acknowledge this and pointed back to their line test sync speed. Am looking to raise a formal complaint now.

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Administrator
Administrator

If you'd like one of our team to take a look into your broadband speeds @Vodaslow - please contact us via Facebook at Vodafone UK, or get in touch on Twitter using the handle @VodafoneUK.

Make sure to pop your username and link to this thread in your message too, this will save you having to explain again and we can help you quicker. 

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2: Seeker

Hello

 

Activation date: 27/12, today is 29/12 and my download speed is 8Mbs rather than promised 35Mbs. SyncRate shows all fine, yet when I check broadband speed on my PC is substandard, also twich.tv is lagging. 

 

I understand I can cancel my contract within 14 day cooling off period. I have read about the 30 day adjust period ##~## by Vodafone and all your problems, on forums not interested in staying and than having to go through complaint procedure.

 

How will may first DD be calculated and how to go about returning the router? Will I be charged?

 

Can I do a switch to another provider?

 

Many Thanks

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Administrator
Administrator

Hey @m0n1c23k, thanks for getting in touch; sorry about the delay getting back to you. I'm sorry to hear you're not getting the speeds you'd expect and you're thinking of leaving. Have you contacted our Cancellations team since you last got in touch? 

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2: Seeker

I think this is something I'm going to be looking into, as a sync rate of 67mb, and a download rate of 4mb is unacceptable.

Fast/Speedofme/Speedtest.net all show the same.

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