Slow and unreliable broadband in the evening

[Cliveawalsh]

I've seen some posts about this , but they seem to suggest it's been fixed. Been with Vodafone since October and finding now that the speeds and reliability are poor in the evenings. Watching off iplayer and it will suddenly stop and pause for around a minute, several times. Really annoying. It's fine in the day. I've jumped through some hoops already, like changing from my own tplink router to the Vodafone one, made no difference. Also the tv is connected to the router direct with Ethernet cable and the tech person said to change the WiFi channel. When I explained that I didn't see how the WiFi channel would effect the wired connect she ignored it and insisted I change the channel of WiFi. Anyway. It's still happening. When I do a speed test while it's happening it can be anything from 1 to 15 mbps when it's usually around 35 to 40. Any help or advice?  I think it's due to more people using the internet but not sure. It's jumpy tv when using iplayer or itv hub, or Plex built in to the tv, but if I chromecast plex it seem ok which is odd. Help please

[sully1311]

In the sales literature? What did the estimate say you’d get before you signed up?

[eastlondonlee]

Well if your not an employee of Vodafone one may ask why are you here ? Haha

[Tash]

Please keep us updated following your Engineer visit today @eastlondonlee. If you've got an AM appointment and they haven't yet arrived, a morning appointment would be between 8am-1pm. 

Following their visit our Technical team will be in touch with you over the next couple of days to update you on your ticket/case with them. This will either be via text should things be resolved following any work or with a call should any issues you're having be on-going.

[mrbluesky]

Have you tried testing this speed on different devices?

I've been experiencing peak-time slowdown on my ethernet connected set-top netflix device, playstation and all iOS devices on the network. The only device that maintains a solid speed is my wife's and my laptops, wifi or ethernet it doesn't matter what way it is connected, same solid speeds currently. All other devices are slowed down during peaks.

Vodafone customer service has been exhausting over the last few weeks, I've been sent copy pasted instructions "Ask customer to do this..." and flat out lied to by first line support who say they are looking inside my router. They are also obsessed with me sending pictures of my openreach test port. Tried to contact via twitter has taken 6 days and 8 like 8 different CSRs to get a tier 2 referral.

The general line is to disavow any wireless results, but the wifi on this new router is super fast, 5g signal reaches all corners of my flat, and I have no problems on any device outside of peak times. Pretty much exact same 50 down 20 up results on all devices at 1am or 10am on a Saturday for example. 9pm Thursday you are looking at 4-5mbps down. Netflix at 480p all the time, why am I paying for HD exactly?

Peak times appear to be 7-11pm weekdays and from midday to midnight on weekends. I can't get a decent facetime call going or watch anything streaming in the evenings. A VPN connection doesn't seem to affect the results. 

Upload speed stays consistent on all devices regardless of times or connection, a solid 18-20mbps. The router link rate reports 55v 20^ at all times.

Really appalling service all around and borderline fraudulent being selective about which devices they deem to allow the 'unlimited' connection to.

This originally cropped up because I was using a netgear d7000 router previously and was seeing bad peaktime speeds across the board. After connecting the Vodafone Wifi Hub at the request of the CSR this problem resolved but ONLY on 'main' ie laptop devices. I suspect something in the router's firmware is filtering windows/macOS devices out of their peak time throttling.

I've been documenting this all extensively so let me know if you have any similar experiences.

[AMYAMELIE83]

Absolute NIGHTMARE!!!!!!! Download speed fine in the morning/ day then the clock strikes 6-7pm and bang down to below 15mbps! Sometimes low as 6mbps. Rang vodafone u get the usual, reset router / plug direct into socket wait 72 hours ......... then nothing. Ring back repeat and repeat still no better !!! Then they will send a engineer to the outside to check 🙄🙄🙄 Guess what still no better. Ring back up more jumping though hoops and hours wasted on hold listening to the same annoying bloody song !! Vodafone won’t let me cancel.... it’s a nightmare from HELL! If u experience this get out in your 30 days period ASAP Been with Vodafone for 10 years plus mobile and few years on broadband. You think they would understand customers frustrations. Currently on the phone now only wasted 2 hours on the phone today already 😡😫😫😫

[Jayach]

Don't bother with support, just go through the complaints procedure. They should allow you to leave penalty free if they can't resolve it. (which I'm sure they can't)

https://www.vodafone.co.uk/help-and-information/complaints/code-of-practice

https://www.vodafone.co.uk/help-and-information/complaints

[Tash]

Hi @AMYAMELIE83, I'm sorry to see this hasn't yet been resolved for you and that our follow ups haven't been carried out as they should've been. 

We can raise a complaint on your account, investigate the cause of any drops in your speeds and ensure this is resolved. As we have all the tools and systems to run further tests on your line and access any cases you may already have open with our Technical team, please drop us a message on social media.

You won't need to call again as we can chase this up on your behalf and update you on either Facebook or Twitter. Please include your Community username and the link to your post - you won't need to write your query out again and we'll get started on our investigation.

[AMYAMELIE83]

so I sent the 3 screenshots of my download speed using a laptop and hardwired ! And guess what slow in evening ( 6.92 mpbs ) in day it’s fine. Phone call today and once again I’m jumping though hoops! Nobody has contacted me and I have to wait AGAIN for someone to get back to me. Terrible terrible customer service. It should be called SUPERSLOW 2 U !!!!!!! Not superfast 2. The nightmare continues. Get out while u can if u have this problem in your 30 day period.......

[Mark]

Have you been in touch with us via one of our social channels @AMYAMELIE83? If so, pop us another message with a link to this thread and your Community user name and we'll get one of our team to pick this up for you today. 

[AMYAMELIE83]

Seriously? I just been on the phone for 2 hours !!!! Still not resolved. Vodafone u r a disgrace!!!!!! I have proof of speed slow in evening but oh no vodafone still messing me about !!!!