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]

I missed a call from the director's office yesterday as I was in a work meeting. I assume it was to do with the complaint I have logged in relation to my own line. although I have multiple complaints logged about multiple household lines, still! 

As I missed the call they sent an email and a text. This email and a text included a messaging saying they would call back. And also included a number to call with a specific code to type in in order to get through to someone. 

I thought I'd call back rather than waiting for the call back. I called the number and entered the code. It tells me the code is not recognised. I tried this 4 times just incase I was having a special moment and was typing it in incorrectly. I wasn't. The code that I was sent was simply not recognised. 

I thought fine. I'll add this to the insane list of problems that Vodafone has and when he (Mark) calls back in the times he specified in his text I'll let him know. 

As expected no call back by the timeframe he specified. No further emails or anything. I'm left with a unique code that was provided to me to use. But it's so unique no one can actually use it.

What on earth is going on with Vodafone....... Nothing works...... Not even the code they provide you to call them back about the complaints you have raised. Who runs this company. Who makes the decisions. Who audits the customer service processes. Does anyone in Vodafone actually care?  It truly is a miracle that a company can operate, communicate, and treat people in these ways and still be in business.

[slowspeedjohn]

You know what's sad? Even if we all stop using Vodafone, it won't even put a dent on it. Even if all this is talked about in newspapers, it will get memory holed, because that's what has been happening for decades in all sort of subjects.

[slowspeedjohn]

Well, decided to give the Voxi chat another go this early morning, while speeds are still at a wopping 4Mbps, so I was able to load the page first try.

Went through all the same questions, said I answered them 4 times already, provided a screenshot of speeds today at less then 1Mbps where I live and then 200+ yesterday in Chichester, so that bypassed the requirement to try another sim card.

The person I had the chat with was top notch and told me there seems to be a network problem in the area, so in the end told me it should get sorted in a maximum of 72 hours, and if not to contact them again with a specific chat number.

I'll be busy with work, so can't jump ship to Three now (and don't even know if they would pester me for downloading almost 1TB every month). If things don't get sorted, then I'll do it in a few weeks, since I'll be on holidays.

For those wondering why I download so much, I tether when I get home. I'm still waiting for fibre to be available where I live. The maximum I can get with any provider is 25Mbps down and something like 9 up. I want to eventually build a home server, so I need faster and better connection.

[Jayach]

@slowspeedjohn 

As your problem is with mobile data, it may be better in another part of the forum This is the Home broadband & landline section. You may find more help in Network queries - Community home (vodafone.co.uk).

Once you get your fibre we will be only too glad to help if you have any problems.

[slowspeedjohn]

I already did so and I got the same old questions like everyone. I'm more than aware this isn't the place for mobile data, but as we all can see, the problem lies in Vodafone's network. Both home and mobile internet supposedly use the same network, since it all went down at roughly the same time. Therefore, I find it helpful to share my experience here. See, I have a coworker that is using home broadband, but it is a data sim, and it's having the same problems as me and others in this thread. It doesn't matter what type of connection you're using, since it is all botched up and currently being fixed bit by bit.

[Jayach]

@slowspeedjohn 

Sorry, I hadn't realised you had posted there already.

[El_Capitan]

On November 9th, I had my daily call to Vodafone support during which they finally admitted that there was a fault. They said that they had "failed to link my issue with a wider regional issue". So, they've stopped implying that I'm a liar now. Instead they just insist that this couldn't possibly happen again and blame Openreach. Then they offer me full fibre, a service that I know to be unavailable at my address.

I'm not sure about everyone else here, but my issues actually stopped on Nov 10th/11th. Since then, everything has gone back to normal. I am continuing to pursue a complaint, despite every support person telling me that it is pointless and I shouldn't even bother. 

I just got a text message saying that I should expect an update regarding the fault on December 7th 🤔

I'm switching providers tomorrow, but I'm not giving up on getting my termination fees removed/refunded.

[slowspeedjohn]

So, maintenance was done yesterday from 8am until 6pm. After that the coverage map updated, saying they were checking to see if it was working correctly and the map would update eventually. Woke up today and checked the map, any signs of the maintenance are gone (it usually says maintenance was completed recently) and everything's fine in terms of coverage, but I'm still at low speed and high latency.

Top notch engineers.

[slowspeedjohn]

Another painful day today. Went on chat, refered to the previous chat with the Chat ID, they probably skimmed through it, decided the problem was the SIM, I asked how and why because it works fine in other areas, they finally gave in, checked istheservicedown.co.uk/status/vodafone and told me there seems to be an outage, but don't know when it's going to be fixed, so will send me an email when it does. So, it could be 1 week, 1 month or more. Great!

[slowspeedjohn]

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?

I've already decided to go with Three and I'm going to ask for a refund.