Superfast 900mb, only hitting 300mb!!!!

[scurrie93]

A little background, I am a computer networking enginer with multiple years of experince.

First got the fibre 900 in and was told it could take a while to hit speeds that were promised. Fair enough.
A week later and i was still getting less than the garunteed Minimum Speed (500mb). So i contacted Vodaphone and after me having to do multiple tests and send screen shots, they said they would look at it and get in touch.

They never did, i got in contact again and again I was told to run network tests (speed tests etc) which i had already done previously and had been keeping extensive logs of tests I would run multiple times a week. They again said someone would be in touch and again no one ever did reply.

Again i contacted, this time i asked if an enginer could come out and try and determine the fault. Instead they said they couldn't do that and they would instead send a new router to see if that was the issue.

The router was not the issue, the new one came and i again ran tests and again was barely making it over the 350mb mark (even though i was supposed to be on 900mb), AGAIN i contacted vodaphone and this time I was told that they have ran tests on their end and can connect to over 500mb (the minimum garuntee... funny that), and was practically called a liar by the agent i was talking too, they have now refused to send an enginerr out and have stated that its my devices where the issue lies. It really is not my devices, I have tested out the connection with no other devices attached and the wifi turned off on a device more than capable of gigbit connections and again the service speeds have come up short.

How can i get this issue taken seriously, I have now been with vodaphone around 2 months and have never hit the minimum garuntee of 500mbs.

If i could go back i would never have signed up.

[Amanda]

I'm sorry to hear about the experience you're having with this @Jollios and I can understand your frustration over not getting the level of service you expected. 

As you've raised a complaint already, you'll be assigned a case handler who'll look after this for you - they usually get in touch within 24 to 28 hours of us receiving your complaint. 

If you need us to check the status or have any further questions, please come and chat to my team via social media. 

[Gerry_Atric]

I'm having exactly the same problem as you.

Could you let me know how you're getting on with getting this resolved?

I reckon there is some throttling going on because of over subscription, and they are keeping quiet about it.

Strange how it worked at full speed just after it was activated then the limitations kick in for the download speed - no such thing for the upload speed!

I hope you got somewhere with this because I have a feeling I'll be following your path... 

[buntlac]

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[buntlac]

I have had the exact same thing,
when I was installed the speed was 870mb download and 933 mb upload, at some point in the last 6 months early on after installation, I barely get the minimum speeds now, how convenient
but now I get download speeds of about 450mbps - 490mbps (mega bits per second) but upload speed has stayed constant at 933 mb.

I also had the speeds drop to less than 95 mb upload and download for over a week a few months ago but after a fiasco of about 15 phone calls (The staff were excellent 11 out of 10) and three reschedules for a replacement router sending out to me it was finally resolved back to its normal 430- 490 mb download speed while the upload remained at 933 mb.

I have been involved with computer since the 80's and know how to test things (I had my own business) plus I currently work for another Telecoms company that does supply broadband speeds at over 1 gig as a Tier 2 customer service agent.

I completed all my tests on a brand new hard wired cat 5E cable to my Surface pro 4, which has a 1 Gigabit ethernet network card. (I've just tried the speeds again after fully wiping and reinstalling my Windows 10 operating system and its now showing speeds of about 530 mb Download and 938 mb upload)

I am convinced, as I work for another Telecoms company where you do get the speeds they say for the majority of customers and even the ones who are not getting it are not conveniently getting just above the bare minimum like I am with Vodafone.

I'm pretty sure they sell you a package and then intentionally throttle it later so they can sell to more customers knowing fully well you will not get the speed you signed up for.
How convenient as I already know they have not signed up for the Ofcom broadband speed of conduct code which gives the consumer more protective rights which is a voluntary code.
See for yourselves here
https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/broadband-speeds-c...

I at least expected to be getting the speeds I am paying for as I'm paying £35.00 pcm for, I've spoken to customers all over the country and many in the London area have 900 BB free (through Citifibre and other companies) for 12 months then £29.00 per month for the last 12 months, some have had the broadband for £1.00 pcm for the first 12 months then £20-£27.00 for the remaining last 12 months.

I'm paying The highest amount I have head of the customers I have spoken to are paying and not even getting the speeds

I am 100% convinced this was an intentional sales tactic by Vodafone sign you up, you test the speeds all's ok then intentionally reduce it to the minimum and that's why they have not signed up to Ofcom's code of conduct.

I signed up for this BB package because I have a 2 Terabyte Google drive cloud storage package and the fast upload makes a tonne of difference for me but at the same Time I also download from this storage as I am constantly re-arranging large files constantly and required the faster upload, other wise I would have stayed with my prev provider Virginmedia and probably paid less.

[Jollios]

BTW. If you want to complain about broadband you cant go through the complaints process. Broadband Experts have their own escalation route and so you have to go through their fault findings first before you ever get to that point. So if they decide the problem is your end then you cant complain officially. Also as they dont have 'engineers' they cant come to your premises to check out a fault as its down to City Fibre, who lets face it are the people controlling the ball game. 

[speedyb2024]

same

[speedyb2024]

BT FTTP provides the speeds Vodafone for some reason cannot.

[speedyb2024]

same here

[Eyaz786]

Change the router its the vodafone router can't push that speed 

 

[Mctom]

Please let me know which router you have used and how you setup it up. Thx