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Internet speed

New line - awful evening speed

tcleeds
2: Seeker

Hi

This is my 2nd night as a Vodafone broadband customer. During the day my line functions as expected, speeds are good and I am able to use the internet as I would expect.

Last night and tonight after around 6pm the line is unusuable. I am unable to stream video, and downloads are ridiculously slow.

I am aware that the line can take a bit of time to settle but to drop from 60+Mbps down to the 0-7Mbps range after 6pm both nights can not be normal. I am even experiencing better speeds when tethering from my HSDPA phone.

I have browsed the forum and can see that I am not alone on this one and I would like leave the service now before it is too late, unless Vodafone can do/say something to make me stay.

Please may someone give me some advice/guidance on what to say when I call up? I don't want to waste my evenings to-ing and fro-ing between support engineers, rebooting my router, changing ethernet cables etc when there is nothing wrong withmy set up until the clock strikes 6.

 

Thanks in advance.

 

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34 REPLIES 34
deltafx
4: Newbie

leave before it's too late really you will regret it if you stay 

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Shooto
8: Helper

I would contact vodafone explaining that you wish to terminate your broadband within the 30-day period.

 

The issues that many (including myself) have are not going to be resolved quickly.

 

To save yourself having to go through one hoop after another with vodafone support as deltafx posted leave now is probably your best option.

 

Others in the forums have moved to BT, Plusnet and Zen to name a few and the issues with slow speeds, streaming and other issues were instantly resolved. In some cases with the exact same router and other peripherals they were using while they were with vodafone.

 

BT have this current deal on as an example - I am not sure how the prices compare to your current deal with vodafone.

 

 Get Superfast Fibre and your choice of tech worth up to £179 – an Amazon Echo, Fitbit Charge 3 or Samsung Galaxy Tab A 10.1. Plus a Reward Card worth up to £120. 

Deal ends 14 March.

 

I didn't link the website as it will probably go against forum rules - a google search you should find it easy enough.

 

Good luck with whatever you decide :Thumbs_Up:

 

 

 

 

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Mozambezi
4: Newbie

Run away.

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Phil
Administrator

Hi @tcleeds

I'm sorry to see you're experiencing poor speeds after 6pm. As I'm sure you've seen on the other threads, the issue has been identified and updates to fix it are currently being rolled out. 

I can't give any definitive timeframe on when the fix will hit your area, but it'll all be completed within the next 2 weeks.  

Thanks for your patience as I understand it'll be frustrated when you've only just taken out the contract, but rest assured you'll be back to your expected speeds soon! 

In the meantime, let us know if there's anything we can help with! 

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deltafx
4: Newbie

then it will be too late to leave then they will have your money for 18 mth and won't fix anything I have had 7mths of this.

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tcleeds
2: Seeker

Phil has said that but then messaged me after saying he will check that my issues is actually the issue he is talking about. Doesn't fill me with confidence. 

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giblet
4: Newbie

Start the process of moving to another provider.  i.e. sign up to another provider and tell Vodafone they will be taking over your service.

 

This will take at least 2 weeks from the time you sign up.  If everything improves stay if you'd prefer.

 

I wouldn't but its your choice.  The issues that are being fixed will not fix the contention issues that you will also suffer (too many people on the connection back bone).

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tcleeds
2: Seeker

Will I stay active on Vodafone until my BT line goes live?

 

I'll see what Phil comes back with tomorrow and make a decision.

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giblet
4: Newbie

Yes.

 

I also signed up recently like you and started the process of leaving after 2 days.

 

Wish I'd read these forums first. Went from 70mb trouble free, low latency, stable connection from Sky which I used for the last 7 years to this ridiculous service.

 

Plus the router is the worst I've experienced from any provider.

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tcleeds
2: Seeker

Cheers I'll do that then.

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gipjon
16: Advanced member

hey guys/girls I have got an update .I have been on the phone today with a technical specialist who i gave a real hard drilling big time and to be really fair the advisor was ok 

with ref to speed there is going to be a update this sundays on the vodafone network to fix some of the speed issue  and this will happen overnight so you wont feel the effect until Monday , a couple more updates are also planned over the next 2 weeks .

so there is a good chance your speed issue may be fix this sunday night or in the the next 2 week , so im not sure if it worth waiting to see what happens as you will be still in your 30 day and still have time to leave 

tcleeds phil said the same thing to me and to be honest he has kept his word so far with what he has said , i now have a dedicated english tech 2 advisors personally allocated to my case .will keep you updated 

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dzuser
4: Newbie

@Phil wrote:

Hi @tcleeds

I'm sorry to see you're experiencing poor speeds after 6pm. As I'm sure you've seen on the other threads, the issue has been identified and updates to fix it are currently being rolled out. 

I can't give any definitive timeframe on when the fix will hit your area, but it'll all be completed within the next 2 weeks.  

Thanks for your patience as I understand it'll be frustrated when you've only just taken out the contract, but rest assured you'll be back to your expected speeds soon! 

In the meantime, let us know if there's anything we can help with! 


Interesting to hear there could be a forthcoming fix. Anyone able to provide any further information / details regarding the problem or fix?


I joined Vodafone on Wednesday, and have experienced nothing but poor / fluctuating download performance (With Single thread downloads being significantly impacted). The aforementioned despite the line previously achieving near maximum performance with Sky. Additionally, I now have a line profile with worse settings, which also doesn't appear to be adjusting during the inital training period (e.g. SNR appears to be locked to 6dB).
I've attempted to raise the matter on several occasions (Inc. via the cancellations team), but have either been met with advise to disable or adjust Wi-Fi (Despite consistently advising my tests have been from a single PC, connected directly to the router via cable), or alternatively being advised nothing can be done during first 10 days due to DLM training. Despite my issue in-part being that no adjustments (training) appears to be taking place (No changes to any line stats).

 

Really disappointed by the lack of support so far from Vodafone. Surely they realise the importance of broadband nowadays (Remote working, dedicated online services and subscriptions). Seriously considering initiating the process for another provider to take over the line within the first 30-day (cooling off) period.

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tcleeds
2: Seeker

I've jumped ship to BT, line goes live in 2 weeks. Bit more expensive but thats offset by an Amazon voucher and a tablet :Smiling:

 

Thanks but no thanks vodafone.

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dzuser
4: Newbie

@tcleeds wrote:

I've jumped ship to BT, line goes live in 2 weeks. Bit more expensive but thats offset by an Amazon voucher and a tablet :Smiling:

 

Thanks but no thanks vodafone.


Congrats, thinking getting out ASAP is the right move.

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tcleeds
2: Seeker

unusable today. cant believe im going to be billed for this horrible service, even if it is only for a few weeks. disgraceful.

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gipjon
16: Advanced member

every one is hoping it will be sorted on the update overnight tonight 

come morning there are going to be loads of posts from fast.com etc and we be able to see who had the fix 

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tcleeds
2: Seeker

i've already sorted swapping to BT, just think its a shambles I should pay for a service i have been unable to use.

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dzuser
4: Newbie

@tcleeds wrote:

i've already sorted swapping to BT, just think its a shambles I should pay for a service i have been unable to use.


Once you've moved (Approx. 10 working days if things go smoothly), I'd email Vodafone (CC the CEO for good measure, and potentially Mark Jackson at ispreview.co.uk as he's one of the journalists to covered the situation) complaining / disputing the charge due to the poor service.

 

If you do end up getting charged, they should only bill for services used. So count the days and ensure the charge only covers services used.

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