I am posting on here as I have already reached out to support and found the support shocking.
I have been with Vodafone for around 7 months having initially joined with the 500mbps package. As my requirements have now changed as I wanted to run essentially a small server at home that will look after my smart devices, backups etc, I opted to upgrade to 910mbps for a £6 difference (granted one of my main concerns being the upload speeds as Openreach's upload speeds are dreadful).
I never took too much notice of the speeds previously but remember these being at around 450mbps and increasingly got worse over time (not sure if this is related to being in a new development and more houses around me going up over the last few months).
Anyway since upgrading and running various speed tests, I noticed my speeds reaching around 380mpbps during peak hours and generally hover around the 400mbps-450mbps (I do reach the advertised 110mbps uploads consistently) outside of these.
I currently use my own Asus router which I initially used as a bridge from the Vodafone router, but as part of this test have both tried running speed tests from the Vodafone router directly (wired) and from the Asus router as the main router whilst nothing else is connected. Asus provides me with the overall faster speeds (as I'd expect), the Asus router also has its own built in speed test so takes a laptop out of the equation.
I did request a static IP just before the upgrade, and I've noticed some mentions of this causing some people issues.
I called to report this today and had 3 very painful conversations. On all 3 occasions I mentioned that I was now running my own router, and they still proceeded with asking me about lights on the Vodafone router and pictures etc. (Clearly not understanding that this was not plugged in). I did remove the Asus router and connect the Vodafone router which no devices have the wi-fi credentials saved on or any devices connected to via ethernet, and running a speedtest when wired I achieved around 378mbps whilst on the call. I asked what speeds they could see on their end 4 times and they kept changing the conversation but then eventually said "over 550mbps". I mean even this is way off the 910mbps, granted the guaranteed speed is 450mbps, but I called off-peak, and 550 is way off 910mbps.
The call was escalated to 2nd line, who called me later this evening. I explained the situation, again saying that now I have my own router connected etc etc.
I was put on a long hold, and when the agent came back he said "Sorry for the long hold, there were a lot of updates to run on your router. I'll just need you now to reset your router and you may have no internet after this for a few hours, if the issue is still there in 3 days then call us back".
I could only chuckle, and ask how he had run updates on my router when it is my own one which threw him off. Asked me to connect the Vodafone router so that it could run updates and to call back in 3 days if I have the same issues. That was the call, text received to say "Glad the issue is resolved".
What sort of joke support is this? And how can you hide behind your 'Guaranteed speeds', which by the way are ridiculously low, and expect someone to be happy with a constant 450mbps when they pay for 910mbps? If all you can deliver is 450mbps, then you should not advertise 910mbps in my area. 910mbps should be average speeds, not 450mbps!
In modern day, there are a lot of devices that are connected to the wifi, asking someone to reset their router every 5 minutes, connecting routers back and forth etc is massive waste of time, especially when I rely on wifi calling as my only way of making and receiving calls. I have ordered a Cat6 cable (not that it should make a huge difference) to replace the provided 5e cable to go from the Openreach box to the router.
I am shocked that my ticket was essentially closed with a 'reset your router' and asked to call back if this doesn't fix it when I've wasted 3 hours today on this. If that isn't fobbing someone off, then I don't know what is. I hope someone from Vodafone can reach out to me directly and actually help me resolve this.
