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After getting 29.6 or 29.7 Mbit/s early in contract, and seeing the sync speed slowly sink to 24.6 yesterday morning, it suddenly dropped to 4-5 Mbit/s yesterday afternoon. I see that only one other person has reported a similar issue recently on the forum. I've reported it on the Vodafone app but getting money off is hardly helpful. I've also had from the outset several brief disconnects each day lastly typically 5 - 10 seconds. I am hard wired to the router, but had the SSID split, but have just joined them again. Makes no difference - didn't expect it to. Can anyone point me as to what I can do to maybe kickstart the system again, or will that simply make it worse? Is it likely a router problem or something else?
Help from moderator please!!. Tried Live Chat and found, as others have found, that "scripts" used by support are totally deficient. They assume everyone is using Live Chat on a Mobile Network. So told to remove ethernet cable from mastersocket and plug into test socket - but of course this would have cut off my live chat. Fortunately I had already moved it to a test socket - and I had already advised that. It had made no difference there. Download Sync stuck at 5.2 Mbit/s. But after being told to then press the power button to switch off router/modem and wait until told to switch back on again I pointed out I was using the PC for the live chat and that it would cut the connection. No good,. Still told it "would defintely not cut the live chat". Had enough then so did as instructed. End of chat. Please can someone help. I have noticed that my SNR Downstream is at 20.5dB when it used to be close to 6.0dB.
Well, it looks like you are measuring the sync speed correctly, and have done EVERYTHING possible to rule out a problem on the house side of the master (and underlying test) socket. All you can really do is badger VF to run some remote tests on the connection and then have an Openreach engineer sent out. Before making that call I would get a flask of tea or coffee ready, something to snack on, and maybe some soothing music!
*I wish there was a recording of my chat with VF tech support: The exasperation in my voice must have been tremendous when a "tech" suggested that the cure for a digger colliding with the Openreach cabinet was to split the SSIDs!
Filled in form from Vodafone. Waiting for call but this am download sync had risen to 18 Mbps with SNR at 9.8 dB. Maybe someone is working on it, or could be automatic I suppose, but worryingly I am still get brief disconnects shown in the Event Log typically 5, 10 or 15 seconds sometimes up to 2 minutes. Won't help to get to the guranteed minimum sync of 25 Mbps, but who knows. I wait in hope.
Thought I should update on this. After 3 months of erratic sync, most of the time using a second router sent to me - the "Gigafast" version, and 4 Openreach engineer visits and tinkering (1 to fix a problem they created) my sync at last seems to be stable at 7.9 down 0.8 up. This on a fibre line that should, given the copper length, manage 23.6 down sync. Having been given the option of having another Openreach visit or leave early without penalty, I've reluctantly opted for the latter.
I was advised by 1 engineer that there were new connections available at the cabinet but there was no way they would move me to one as they were always able to reset my sync to a good rate, only for it to dribble away after they left.! Buying and trying another router seemed like an expensive shot in the dark. Letting another ISP carry the risk seems better. My problems may be because of the Vodofone routers or their infrastructure, but it may be because my Openreach line is very severely impacted and they can't or won't fix it. Looking at how the fibre and copper lines route to my home on a 40 year old estate I see it is badly laid out. First sending fibre cables nearly 500 metres into a cul-de sac only to have to bring a copper cable back out to the entrance again, then connecting that copper cable to a large green connection box, then to a small "pillar" connection box before getting to my home, is it any wonder I have problems and 75% of my neighbours have opted for Virgin cable?
I am therefore critical of Openreach, but in no way critical of the many Customer Relations, especially Dan, and Tech support I have spoken to. Phones were always answered promptly and they have all done their utmost to help. So a big thanks to them for trying to sort it.
Oh no @8allmyT nobody wants to be without a broadband connection! I'm sorry the issues you've faced have led to you cancelling 😞 Thanks for your feedback, I'll be sure to pass this on internally to our dedicated team, to help improve our customer journey in the future. We'd love to keep you on board with us or see you on our network in the near future. If you change your mind at all, please don't hesitate to get back in touch with us!