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13-11-2020 10:08 AM
Been with Vodafone since Feb 19. Never connected at the guaranteed speed of 55mbps but got 40mbps and the 15% discount. This year speed dropped to 35 mbps, then 31 mbps now 26.2 mbps. Have tried Vodafone chat several times but get told to reboot the router and wait a few days. Obviously as this is the sync speed nothing to do with wiring or WiFi in the house. My question is how can I get Vodafone to arrange for an engineer visit to investigate the cause, rather than passing me on the the ‘technical team’, reboot and wait a few days or, as happened last year wait 3 months for the tech team to investigate and when I eventually got through to find out what they were doing, was told there was no record of my issue!!
13-11-2020 12:35 PM
Hi @Ianra2005, the engineer's would be arranged through the technical support team rather than the teams on the front line. We'll be happy to help with the next steps, do you still have the 15% discount on your broadband service for the speeds and was the latest reading of 26.2mbps taken from the Vodafone Broadband App? Can you also let us know when you last spoke to technical team please?
13-11-2020 01:05 PM
At no time have the technical team, in the last 21 months, ever arranged an engineer visit, despite apparently looking into the problem. The sync speed is from the Vodafone app but also confirmed in the router web page.
I have never spoken directly to them, only been told by the call centre that my issue had been referred to the technical team. I did once get told that there was a problem with the copper wiring from the cabinet to the house, that it would be 2-3 months before it was fixed. I left it six months, checked again and this was when I was told that there was no record of my issue!!
As I am deaf I can’t speak with them on the phone, so have to rely on chat. I did make a complaint earlier this year and ‘spoke’ with someone from the complaints department and now have a permanent discount on my account.
Issue is my sync speed has gone from 40mbps February last year to 26.2mbps now. The last time it was at 40mbps was April 2019.
13-11-2020 04:01 PM
Thanks for getting back to us @Ianra2005. We know the importance of having a reliable internet service to stay connected. If you can send us a message on Twitter or Facebook with your account details and your Community username, our Broadband Specialists will be happy to check the previous interactions and get some tests run on the line & the router. You can find how to contact the team on social media here.
10-12-2020 09:33 PM
Finally had a Openreach engineer call out on 30/11, apparently there was a short in the junction box where the cable attaches to the house. Connection at the router was great at 49.4 Mbps. Unfortunately in the 10 days since it has gradually and inexorably been dropping, this evening it is currently at 31 Mbps, almost as low as when I started trying to get an engineer visit on the 13/11!
Question: I know it can take 10 days for the connection to stabilise so is 31Mbps all I will get? (Bearing in mind that when I joined Vodafone in April 2019 and for many months after I always got a connection of 40 Mbps)
11-12-2020 10:14 AM
Hi
Hope this helps....
https://www.broadbandchecker.btwholesale.com/#/ADSL
and from my router..........
Line Quality
Current Rate | 73988 kbps | 20000 kbps |
Maximum Rate | 79315 kbps | 24308 kbps |
Signal-to-Noise Ratio | 6.3 dB | 8.3 dB |
So there is a similarity to the figures, and probably means they are REAL WORLD values.
If in doubt please ask.
11-12-2020 09:53 PM
Thanks for this. Yes I checked the broadband checker and the clean VDSL is rated at about 53 Mbps but the most recently observed speed is only 35, so I assume this is a problem at the cabinet as if the observed speed is 35 then the 31 that I’m getting is about as good as it gets.
12-12-2020 12:07 AM
The broadband checker is in my experience quite conservative, so I think your line is probably capable of more.
Have you tried with the router connected to the test socket?
The observed speed is simply that, the speed when they checked. If something is degrading your connection it will simply reflect that.
Openreach, on their first visit, will always go for the obvious possibilities, it may take a couple of visits until they get to the root problem.
14-01-2021 02:39 PM
I’ve left it a while to see if there was any improvement but alas I’m now connecting at 28mbps!! So back to before the engineer visit. So somehow the engineer appears, fixes a duff connection, gets a connection speed of 49.4 mbps and then over a period of about a week it gradually drops to about the same as prior to the connection being fixed!! What goes on???
16-01-2021 01:02 PM
Hi @Ianra2005, when did you last have a visit from the engineer? Also, when you're doing a speed test, are you doing this on the Vodafone Broadband App? Mark