Fibre REALLY slow in the evenings

[davidg77]

I'm posting this because I'm required to do so prior to contacting support on social media as per instructions from a moderator elsewhere on this forum.

I am on an unlimited fibre + phone package @£30 per month. I am based in Tenby, Pembrokeshire. For the last four days I've had extremely slow download speeds in the evenings, from around 6pm till midnight. I have a guaranteed minimum rate of 51.5mbps; currently in the evenings I am lucky to get 3-4mbps.

This has been tested each evening at various times using the Ookla speedtest site on a MacBook Pro connected directly to the router via ethernet cable. Each day the initial reading shows 15mbps, rapidly slowing to 3-4mpbs. Subsequent readings just show the slower speed.

I am also connected to the router via WPS / Android app, and have run the 'Broadband Service Test' that reports no issues. Clicking on 'Further Support' generates an error.

I have logged into the router management page on my Macbook and completed a factory reset and restart - this made no difference.

It is clear that there is either congestion on the line or Vodafone are throttling the speed at their end. Please could Vodafone recitify this ASAP.

[Effie]

Thanks for posting this @davidg77 In order to get this checked out, please reach out to the Social Media team here or give the Broadband support team a call on 08080 034 515 so they can run some tests. 

[davidg77]

Hi, I sent a direct message on Twitter yesterday, followed instructions, am yet to receive a reply from a human. If you could look into this I'd appreciate it.

[Effie]

Your message is in a queue @davidg77 and will be replied to as soon as it is assigned to an agent. Unfortunately the Social Media team are a lot busier than usual right now so replies are taking much longer than expected but they will reply as soon as they can. 

[Jayach]

There is definitely something wrong when social media is taking longer to get response than phone/live chat.

[Martynux]

Perhaps you should address staffing issue then, if you are busier than usual and get the required headcount to cover the demand? 

Poor management IMHO.

[Amanda]

Thank you for keeping the thread updated everyone and letting us know what's been happening - I completely understand how frustrating it is when things aren't working as expected, especially when you're relying on the service to work from home.

@davidg77 - please reply back to our latest message and we'll be able to continue looking into this for you. 

@Swine @El_Capitan @Jmindham please can you reach out to my team over social media, so we can start looking into things for you too - thanks. 

[davidg77]

Thank you Amanda.
Support tweeted at 11.30 last night, so am replying now.

[Swine]

Hello Amanda,

I do not have any social media accounts I'm afraid. I've exhausted all other routes of communication. I spent over 5+ hours trying to get someone to believe me that there is an issue, and spent many more hours researching online for a resolution or way to escalate this issue. I've carried out all tests asked. And then I'm told it was due to a Samsung mobile phone causing the issue. So the lady on the phone fixed it. When I asked how she wasn't sure how she fixed it. 

I have the call audio recording. 

Due to the amount of issues being reported are you able to use your influence and find out what is going on and post back here to let us all know?  There has to be someone in Vodafone who knows what the issue is, as they must be attempting to resolve it.... Or you would hope that this is the case.

Thanks 

[Cynric]

.@Swine VF Director's Office is on 0800 004 5200.

This was the number calling me when I told them I do not have social media (and I really do not have social media) and insisted that they take a telephone call. It took 3 months of logging the very poor line, but I got out in the end without penalty.

The very first day with the new ISP the man who came to install the router did a line check. Found it was bad and went to the green cabinet where he moved the connection and every since I have had a great signal.

VF could have done this with one call to OpenReach, but no, they could not be bothered.