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Internet speed

Q. When is a guaranteed download speed NOT a guaranteed download speed?

Mission360
2: Seeker

Answer... when Vodafone tells you it's not!

 

I am out of contract with these charlatans and have been for 6 months now. Every month or so my d/l speeds drop horrendously and I have to go through the pain of Vodafone chat to try and get an Openreach engineer to do a line reset as this always fixes it according to the engineer. This time Vodafone have decided that there is nothing wrong with the line as it all checks out. I logged into my account online which quite clearly shows I should be getting 40 Mbps minimum download speed. I queried this as it hasn't been attained for best part of a year now. The operative on chat told me that it doesn't matter what it says in my account, the fact is that the guaranteed minimum download speed is 35Mbps and today I am getting 35.5Mbps so it's all good. They also told me that if I signed another contract then the speed it states in my account would be attainable. I wasn't convinced so went through to sales and they confirmed that it doesn't matter whether I signed another contract or not, the stated guaranteed minimum download speed would be 35Mbps. Why are they allowed to show in my account the speed they are guaranteeing, but refuse to honour it?

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15 REPLIES 15
Jayach
16: Advanced member

@Mission360 wrote:

Why are they allowed to show in my account the speed they are guaranteeing, but refuse to honour it?


I have no answer to your question, but as you are out of contract you can always go with someone else.

However the first thing to know is what Openreach say your line should be capable of.

If you go here: BT Broadband (btwholesale.com) you can get some idea, if possible paste the results here so we can take a look. (Don't show any personal details)

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Mission360
2: Seeker
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Mission360
2: Seeker

Yes, i could go somewhere else but surely it's all the same equipment, cables etc. 

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Jayach
16: Advanced member

Obviously the copper cable from the cabinet to you home won't change, but you may be put on a different fibre.

You will also get a new router and will be dealing with different support staff.

If you are needing monthly DLM resets then something is wrong and Vodafone are obviously not willing to fix it.

Your picture hasn't been moderated yet, but perhaps if you post your connection stats that may show something. Like this:

DSL Status Information

DSL Mode
ITU-T G.993.2_Annex_B (VDSL2)

DSL Uptime
15 days, 13 hours, 37 minutes and 45 seconds

Line Coding
DMT

Status
Connected

Number of Cuts
3

Link Power State
L0

 

Line Quality

  Downstream Upstream
Current Rate79999 kbps20000 kbps
Maximum Rate83110 kbps27980 kbps
Signal-to-Noise Ratio4.3 dB10.8 dB
AttenuationDS1 9.2 dB, DS2 22.5 dB, DS3 35.0 dBUS0 2.0 dB, US1 15.5 dB, US2 25.2 dB
Power12.8 dBm4.6 dBm
CRC Errors in last 22417 minute(s)17914
K (number of bytes in DMT frame)00
R (number of bytes in RS code word)80
S (RS code word size in DMT frame)0.06470.3819
D (interleaver depth)81
Delay0 ms0 ms

 

Are you on Superfast 1 or 2?

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Mission360
2: Seeker

DSL Mode
ITU-T G.993.2_Annex_B (VDSL2)
DSL Uptime
5 hours, 9 minutes and 37 seconds
Line Coding
DMT
Status
Connected
Number of Cuts
0
Link Power State
L0
Line Quality
Downstream Upstream
Current Rate 38031 kbps 11604 kbps
Maximum Rate 49787 kbps 11662 kbps
Signal-to-Noise Ratio 6 dB 6.1 dB
Attenuation DS1 14.3 dB, DS2 35.8 dB, DS3 53.2 dB US0 6.4 dB, US1 31.1 dB, US2 44.3 dB
Power 13.6 dBm 6.9 dBm
CRC Errors in last 309 minute(s) 21553 8
K (number of bytes in DMT frame) 0 0
R (number of bytes in RS code word) 10 16
S (RS code word size in DMT frame) 0.0217 0.6553
D (interleaver depth) 2803 1
Delay 15 ms 0 ms
Downstream Upstream
Super Frames 7600144 1890221
Super Frame Errors 21553 8
RS Words 3404684434 113377463
RS Correctable Errors 201888311 8
RS Uncorrectable Errors 71670 0
Downstream Upstream
HEC Errors 11780 0
OCD Errors 0 0
LCD Errors 0 0
Total Cells 1358660242 0
Data Cells 118531753 0
Bit Errors 0 0
Downstream Upstream
Total ES 4617 1132
Total SES 0 10
Total UAS 30 2831

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Jayach
16: Advanced member

Your sync speed (which is what Vodafone mean when they say download speed) is currently at 38Mbs which is at the lower end of your expected speeds. However it was faster earlier today (44Mbs) but it has only been up 5 hours and has a lot of CRC errors. It does look like there are problems.

Have you tried with it in the test socket to eliminate any possibility of wiring issues at your end?

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Mission360
2: Seeker

Cheers, yes it's always in the test socket. I leave it there.

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Jayach
16: Advanced member

In that case I would say Openreach definitely need to take a better look at it. Unfortunately they really only want to concentrate on the FTTP side of things as all the copper is being phased out.

Try seeing if you can convince Vodafone to call them out again, some Openreach engineers are more diligent than others, hopefully you may get one who is willing to look more deeply than just doing a DLM reset.

Good Luck.

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Mission360
2: Seeker

Why over the past 3 years i have lived here do you think the average speeds have decreased for my postcode. When I moved in it was 41 Mbps, now we only ever get quoted 34 Mbps max. 

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Jayach
16: Advanced member

I believe it is due to crosstalk, as more and more people start using the higher speed VDSL services it causes increased noise on adjoining lines causing the sync speed to be reduced.

Others may have different opinions.

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Cynric
12: Established

For what it is worth, OpenReach moved my line to a different rack in the street cabinet about 2 weeks ago. Since then the speed as been much better with a max speed 2Mbps faster than the best I used to get with VF and it hasn't dropped into single figures at all.. Why VF could not have organised this when I was their customer I do not understand.

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Jayach
16: Advanced member

@Cynric wrote:

Why VF could not have organised this when I was their customer I do not understand.


Mainly because they haven't a clue about broadband.

But broadband download speed in single figures, I didn't even get that low when I was on ADSL

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Cynric
12: Established

.@Jayach That's why I had to log speed every 30mins for 3 months before VF would let me leave without a penalty. Fortunately a bit of C# and getting the Ookla Speedtest API did the trick.

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lionatus
4: Newbie

Vodafone's service has dropped to horrendously low levels in the past year. I'll copy a response I made to another post bleow to save me time.

 

Tell me about it. SSE all fine but router was a nightmare. So back to Vodafone and now CAPPED at 44Mbps. 10+ years at this address with average of 78, even with vodafone but switched as SSE was cheaper. Now paying more than 200% of SSE charge but a drop in speed of at least 40%. Read that bill is for SUperfast Pro 2 or whatever it is. The 2nd highest tier on Vodafone and my speeds dropped 40% but the charge is more than double the £15 I was paying SSE. I checked with Openreach minimum 59Mbps, asked them to run diagnostics on the automated system, all fine there must be cap but its not been applied by Openreach. Contacted SSE, same story same numbers. Contacted Vodafone, we'll raise a query. Weeks later no change and no message to say how the query went. Contacted today, you're getting the guaranteed minimum of 32 we CAN'T help. State I'm on PRO broadband currently guaranteed for 59 at my address told your contract says 32 CANT HELP. States Openreach will help if there's a problem, told your above contracted minimum CANT help. See below for responses from my old supplier SSE and Openreach who actually own the lines. VODAFONE refuses to make an engineer request as I've tried twice to no avail. Your internet is capped probably because they are over-subscribed in your area and want to make sure they have room for more sales.

 

Hello Mr Jeffrey,
 
Apologies for the delay in getting back to you.
 
I have checked and you were on 'Fibre Plus' with us.  This was not capped, only the standard 'Fibre' package would be capped and that would be at 40mbps.
 
I have also included below the speeds available to your line when using SSE as a supplier with Vodafone as a wholesaler.
 
As you can see, anywhere between 55 & 74mbps would be classed as acceptable for your line.
 
I hope this helps and please let me know if you are happy to close off this query after the information provided.
 
Regards,
 
Martin
THATS SSE
 
NOW OPENREACH

Hi Alan,

I tried to call today but sadly could not get through. I am very sorry to hear that you are not experiencing the speeds you have had in the past but we would not cap your service as we only provide the network the service travels along.
If there are any restrictions on your service this will need to be raised to your provider who will manage this with us on your behalf.

It may be that you need a broadband engineer to attend to check the parameters of your current service but this should be visible to your provider and they would need to arrange any engineer visit.

I am sorry but this is not something we would manage here and we will need to guide you back to your provider to have this investigated as it is their service and you are their customer.

We will work with your provider to get this matter resolved if they feel they need our assistance.

I do hope this is all resolved soon

David Checkland 


Customer Resolutions Team
Openreach

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lionatus
4: Newbie

The online chat guy said go here to get your contract as I've never had it sent to my email. Just checked the broadband contract doesn't show anywhere on my account. What're you trying to pull Vodafone?

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