Ask
Reply
Solution
Hello, I have recently just joined vodafone from plusnet fibre and whilst the change over has been pretty seamless, I have been noticing some issues from in both connection and speed quality. I have been carrying out tests for approx a week and hoping someone can help with my findings. Household contains (1x Laptop, 1x Imac, & 2x phones).
My main issues are:
1) Minimum speeds are what they are meant to be on specific devices.
2) Connection issues: Fairly often on my devices main laptop and phones the internet will drop out and have to do the old school trick of turn wifi on and off on the devices to re-connect.
January 25th 2022: 8pm BB Speeds download / upload:
Latop: 42.67 mbs / 14.74 mbs
Imac: 42.28 mbs / 13.54 mbs
Phone: 33.41 mbps / 14.81 mbps : at 7:19pm phone apps were not connecting via wifi had to turn off and use mobile data to have them work for approx 10 minutes but internet was fine on my imac.
_____________
January 26th 2022: 9:45am BB Speeds download / upload:
Latop: 41.01 mbs / 14.16 mbs @ 4pm loss of connections (see pictures
Imac: 41.97 mbs / 14.16 mbs
Phone: 3.34 mbps / 13.48 mbps
January 26th 2022: 7:45pm BB Speeds download / upload:
Latop: 38.9 mbs / 13.44 mbs
Imac: 27.92mbs / 13.47 mbs
Phone: 25.58 mbps / 13.44 mbps
_____________
January 27th 2022: 10.46am BB Speeds download / upload:
Latop: 42.67 mbps / 14.74 mbps at 11:38am Laptop losses connection (2x in short space of time see pics)
Imac: 42.28 mbps / 13.54 mbps
Phone: 5.22 mbps / 12.75 mbps
January 27th 2022: 7:45pm BB Speeds download / upload
Latop: 8.65 mbps / 13.38 mbps
Imac: 38.50 mbps / 14.43 mbps
Phone: 41.19 mbps / 12.02 mbps
__________________
January 28th 2022: 9:25am BB Speeds download / upload:
Latop: 33.57 mbps / 14.74 mbps at 9:55am laptop losses connection (See pictures)
Imac: 40.86 mbps / 13.74mbps
Phone: 24.18 mbps / 10.34 mbps
January 28th 2022: 8pm BB Speeds download / upload
Latop: 42.58 mbps / 14.82 mbps
Imac: 38.50 mbps / 14.43 mbps at 8:28pm Imac losses connection
Phone: 2.87 mbps / 11.43 mbps
_________________________________
January 29th 2022: 12:56pm BB Speeds download / upload:
Latop: 42.23 mbps / 15.28 mbps
Imac: 42.98 mbps / 14.14 mbps
Phone: 5.65 mbps / 12.15 mbps
January 29th 2022: 7:45pm BB Speeds download / upload
I forgot to take readings.
____________________________
January 30th 2022: 10:05am BB Speeds download / upload:
Latop: 41.24 mbps / 14.96 mbps
Imac: 39.22 mbps / 13.34 mbps
Phone: 5.37 mbps / 11.91 mbps
January 30th 2022: 7:45pm BB Speeds download / upload
Will up date once i have the evening time slot for speed tests
____________________
So as you can see from my findings, pretty much every day, somewhere on some device I am not getting my guaranteed speeds and also i am getting loss of connections. What i am trying to find out is:
1) Is this a common vodafone broadband customer experience, as I have joined a 2 year contract and if this is my next two years i would rather leave and go back to plusnet as I never had one problem with them and they were supposedly slower.
2) Ive read about the routers for vodafone are not great, is it a hardware issue causing this.
Thanks any help appreciated.
March 12th 2022: 11:13pm INTERNET DROP via mobile phones x2 and via laptop, was not reconnecting on its own, had to turn wifi switches off vi each device and back on again
.png "Moderator (Retired)"){kind=icon}
March 15th 2022: So unfortunately the team over at Vodafone Facebook, were unable to take it any further, it seems they can only offer help via advise on the basic tests you would be advised at the first point of call. Look like ill be trying to find back old case numbers to see if they can build on from there:
Thank you for passing security Emmerson. I appreciate your patience with this issue. So that we know the exact issue I need some more details from you please - What colour lights are showing on your router at the moment? - Are they steady or flashing lights? - Have you completed a manual reset on your router by holding in the restart button for 60 seconds? - Are all your router wires plugged in fully? - Can you check that none of them have become loose in the back of your router please. - Can you also send us over a photo of the wires plug into the back of your router please. - Is your router positioned in a clear open area with nothing blocking or surrounding it such as mirrors, windows, fish bowls, photo frames and etc? - Is your Vodafone home broadband app showing that there is a connection? - Are you connected into your main master socket? This is the box connected to your main phone line running through your house and is usually located in the room closest to your green box outside? - Are you able to remove the faceplate off this socket and plug your microfilter in? Talha
Hey Talha, so this issue has been going on since January and I have spoke numerous numerous times to live chat advisers and people on the phone. It has been to the tech 2 team 3 times. So to avoid having to repeat things I am at the point of where all basic checks have been done. To all your questions it has been done I assure you. It is deeper issue
Hi Emmerson
I can appreciate your frustrations, however, over this channel all we'd be able to do is troubleshooting and basic line tests. Should an issue be found with your services, we'd pass it to our Technical specialist team for further investigation. As you've advised this has already been escalated to them on more than one occasion, I'd encourage you to reach back out to them for further assistance. Using the reference numbers they've provided you with, please give them a call on 03333 040 191 (or 191 free from a Vodafone mobile number). They're also available Mon to Sun, 8am to 9pm and will be happy to look into it further. Lisamarie
March 16th 2022 @ 10:47 and also again @ 11:06, INTERNET DROP OUT. I left it this time to see how long it will take to boot back in on it own without the aid of switching on and off the wifi via the devices, it came back on at approx 11:14am from 11:06am
