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.

[Swine]

@Cynric Legend, thank you mate. Hopefully be able to get somewhere with this!

How on earth did you manage to put up with it for 3 months! Fair play to you mate!!

It really is a disgrace that we pay good money to be treated this way. 

[Swine]

@Cynric 

Looks like that number has been taken offline and no longer works ☹️ 

Hopefully a newspaper or someone looks into this soon as that might be the only way things get resolved.

[El_Capitan]

@Swine I have just seen your screenshots from yesterday evening, it was the same story for myself and a neighbour on the same street who is also with Vodafone. Desperately slow. 

As of this morning, things seem to have resolved themselves. However, if it is congestion then unless something has actually been done the issue with just happen again later tonight. I've not heard from support today regarding my 2nd line ticket, but I have just sent a message on social media. When I last spoke to support they asked me to call back if the problem reoccurs, I haven't yet because I can't spend hours on hold. I've also had no follow up regarding my complaint about the false information and plain lies coming from the support staff. 

[Jmindham]

@El_Capitan  same for me, I'm sure that we'll get to c.7pm tonight and experience the same issues again 

[Swine]

@davidg77 sorry I've kind of hijacked you thread here. 

@El_Capitan thanks for the update again mate. We really need to push for the fact that they cannot address this on an individual basis, as that's what they try. And then use the cheap tactic of saying there are too many WiFi devices close by. 

Funny thing is on my dad's property he doesn't have a neighbour and lives on a mountain. But in that case they said the WiFi devices are too far away 🤣

Facts are those that this is a national or semi national issue. And needs to be addressed that way by Vodafone. Who clearly are radio silent as they know it will cost them customers and reimbursements. 

Let's keep this logged here. I've reported this to a number of news outlets. Let's hope someone has the balls to pick this up and make a statement. 

Not heard anything from the 2 complaints I've put in. 

Their second line will send a text before they call. If your phone has the capability record the call. And when they say they have found a problem with your WiFi signal ask them to explain every detail in what they modified to fix it. Watch them stutter 🤣

[El_Capitan]

I've made it to 3rd line support! I've been told to expect a call back today 👍

[Swine]

@El_Capitan Good grief! I wonder what magic they'll work. I bet they blame the crow flying over your phone cable �

[Jayach]

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@El_Capitan wrote:

I've made it to 3rd line support! I've been told to expect a call back today 👍

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I suspect the call (if you get it) will be from 2nd line, telling you what 3rd line says. I personally don't believe there is a 3rd line, it's just another stalling tactic.

[Gemma]

@El_Capitan – thanks for reaching out to us through Social Media. I’ve not been able to find your message there to see if you’ve had a reply yet, as your name isn’t showing through your Community profile.

My team will be able to see if you’ve a complaint logged and if not, then they can raise it for you from our side.

With you mentioning it’s now with our third line Tech Team, they’ll be investigating this further.

@Jmindham  – I'm sorry that you’ve not had a call back from our Tech Team. I’ve just found the conversation you’ve had with us on Social Media.

Please can you reply back there and include a link to this post. My colleagues can then check for any updates from the Tech Team and call them if needed, so that we can chase an update.

[El_Capitan]

Well, today's slow down started around 13:30 and has progressively gotten worse. Now I'm at ~3Mbps again 🙄