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Hello everyone - I just wanted to pop a quick post on to let you know this is being investigated.
Once we have any further news, we'll let you know. I appreciate everyone's patience whilst we look into this.
I'm so glad someone directed me to this thread because I've been trying to persuade Vodafone that the issue I've been having with my broadband is actually a wider issue and not just me for over a week now with no sense at all. It's nice to finally see some other people reporting it and hopefully it will get sorted soon.
My experience sounds very much the same as all of you - Internet goes incredibly slow and pretty much un-usable in the evenings, and it isn't really that great the rest of the time either. My wife noticed initially that our TV was buffering constantly when trying to stream programmes. This issue started on the 27th October I think, during the day weirdly. I am looking back at my speed test results now, when I first got home from work on that day and tested it at 18:32 I was getting 26.3Mb. I then had my tea and tested it again at 19:03 and got 17.9Mb. Left it another half hour and at 19:24 got 15.6Mb and then at 20:13 I got a whopping 2.66Mb. At this point I knew something was wrong as multiple devices were all absolutely hopeless. I did go on the Vodafone Broadband app and I could see that the apparent 'sync speed' on my router was 59.6Mb, even when I was getting around 2.5Mb on my connected devices. Tried ethernet connection aswell and no better. I messaged a few of my friends that I knew were with Vodafone and they were having the same issues, so I got on the live chat to Vodafone.
I explained the issues I was having and also pointed out that it was affecting several other people I know who are with Vodafone for their broadband, including my parents that live 15 miles away from me. I am in the Haverfordwest area and the other people I know that are affected are spread over Tenby, Sageston, Carew, Pembroke, Saundersfoot and others in Haverfordwest. Despite me trying to explain this, they were convinced the issue was with my property as they could see the 'sync speed' to my router was around 60Mb so they kept saying the connection from their end was absolutely fine. I tried to argue this with them, but anyway, their first troubleshooting step was they wanted me to connect my router to my BT test socket. I work in IT support and I understand you do have to go through certain steps to clarify things and rule them out, but I also understand you need to have a certain amount of common sense in that I don't think the BT socket in my house could possibly be affecting several other people's connections over a 20-odd mile radius (and even further after reading this thread). Anyway, there is a heavy unit of furniture infront of my BT test socket and my wife has just had a baby via C section and was unable to help as she's not allowed to do any lifting, so I told them I was unable to get to the socket as I couldn't move the furniture on my own. Because of this, they then suggested they would send an engineer out. I tried to explain again that an engineer coming to my property isn't going to solve the issue with several other properties over a 20-odd mile radius (and more), but I wasn't really met with any sense and that's what they were going to do. They told me my case had been escalated and someone from the WiFi "X-Perts" would call me tomorrow. To be fair, they did call. I actually missed the first two calls as it was really bad timing with a baby sh*ting all over the place, but they still kept calling back, fair play. That's about the only good thing I can say about them to be honest!! 3rd time lucky I was able to answer the call and someone said "Your broadband is working now, yes?", which to me made it sound like they had done something and could see it was working, so I said "well, it's better than it was lastnight" and they said "Okay please keep an eye on it and let us know if problem comes back" and immediately hung up the phone. I was like what the hell was that. Defintely sounded like an "X-Pert" worthy of escalating a call to 🙄 Anyway, didn't think of it again until the next night when we tried to stream something on All 4 and as usual lately, couldn't do it. Got on the live chat again and this time they told me they couldn't talk to me because my case had been escalated to the "X-Perts" and I would need to talk to them about it. They then said that the "X-Perts" weren't available on live chat and need to be contacted by phone between 8am - 8pm. Naturally it was 8:05pm when I was having this conversation. This was really starting to yank my crank at this point. What a bloody shambles. I have just been putting up with it for the last few days because with a newborn baby, I simply haven't got time to be mucking around on the phone with a supposed "X-Pert" for hours on end trying to get me to test things which I know damn well aren't anything to do with the issue and aren't going to help solve it. So yeah, that's about it really, I simply cannot be bothered to deal with them so I'm just hoping they are going to realise from threads like this and everyone going on at them on social media that there is actually a wider issue that needs looking at and we don't all need to be messing about in our homes testing things which are irrelevant.
Just to add something aswell, the speed doesn't really seem to reflect the issue half the time either. The other day I was getting just over 30Mb on my phone (plenty to be able to stream a TV programme) and my TV wouldn't do anything at all...
Also, I tried to go onto GeForceNOW (cloud gaming service) and despite me having nearly 50Mb speeds (which would normally be plenty), it wouldn't load because it said I had too much packet loss...
It seems to be the stability of the connection is the issue (along with the low speeds sometimes), but even when the speeds are 'okay' then the connection is still garbage. All of these issues and you try and do a test online and get this, which is obviously complete and utter rubbish...
It's enough to drive you absolutely mad!! 😖
Really hope this can get resolved soon.
