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.

[Jayach]

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@slowspeedjohn wrote:

After 3 complaints, 2 promisses of it getting fixed and nothing getting done in 25 days, I'd like to go ahead and send a complaint to Offcom, but I don't feel confortable in providing my details. Does anyone know if there's a way to make it anonymously?

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That would rather pointless. How can Ofcom take up your case, if they don't know who you are.

I don't know if the mobile side is different (this is the broadband forum) but Vodafone should not close an official complaint without your agreement If you can't come to an agreement the complaint should go to deadlock and then you can take it to arbitration.

Complaints Code of Practice | Vodafone UK

[slowspeedjohn]

It would not matter if they don't know who I am because I was going to point them here and that they should investigate this whole thing, as multiple people across the country have had massive speed drops and high latency, all in the same week, and it seems like most of them haven't been fixed yet.

VodafoneUK announced they'll have to increase their prices come Spring, so hopefully that makes most people ditch them. Now the only problem is that they're currently discussing joining Three, so then we have less one option.

I don't even care about the money anymore. I just don't like scummy companies.

[Jayach]

You surely don't think Ofcom are going to investigate based on complaints in a forum, and from an anonymous source. They would forever be bogged down. forums are always full of complaints.

Once again, this is the broadband forum, so what may or may not happen with Three is irrelevant.

[andrewff27]

@Amanda Thank you very much for the update it is appreciated, the team in this forum seem to be the only ones that have provided any real information.

As you have accepted, there needs to be a much better way to report cases such as this rather than go through what feels like a battle with tech support.

Tech support need some serious training or at least listen to what the customers are saying. As you are aware we all tried explain the issue numerous times and they just didn't not seem to understand or were refusing to accept it.

Communication both interdepartmental and to the customers also needs massive improving, the team working on these issue were obviously aware what has been going on but have failed to communicate this with both technical support and the end users.

I look forward to an update as to when there is a permanent fix and what communication and reporting improvements have been made,.

[Swine]

I'm in Ceredigion too 😁 Llandysul! 

I have a new broadband supplier as of today on my home account. Will be hammering Vodafone on the phone again later on in order to get the termination fee cancelled on my father's broadband and switch him over to someone else too.

My new supplier had heard about the current Vodafone issues, and stated that they have picked up a few new customers switching to them. Interesting conversation!