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02-03-2021 02:54 PM
I have recently renewed my super fast 2 subscription and for the first month have been getting a sync speed of 50 mbps. Over the last week or so the speed has been getting slower and slower, now at 23.3mbps. When I try to claim the discount through the app the message I get is "Unfortunately you're not eligible for a discount". Why is this the case when I am getting nowhere near the sync speed I was "guaranteed" when I renewed the contract.
02-03-2021 08:05 PM
If the app is still as it was, you have to keep visiting the sync speed every day for around 10 days - after which it should be magically applied.
I would say however if my sync speed dropped that much I'd probably have been on the phone by now!
02-03-2021 08:47 PM
In my experience phoning or live chatting to broadband providers is an exercise in futility. Just end up speaking to someone on the other side of the world who is working to a script. They will try the whole test socket, wait and it will improve, we are monitoring it angle. Then if they have to, will send out a new router. The only method of getting a problem sorted I have found in the past is through a forum or by complaining through a site called resolver.co.uk, where the issue gets pushed up the food chain.
02-03-2021 11:11 PM - edited 02-03-2021 11:11 PM
@kidneybean wrote:In my experience phoning or live chatting to broadband providers is an exercise in futility. Just end up speaking to someone on the other side of the world who is working to a script. They will try the whole test socket, wait and it will improve, we are monitoring it angle.
The only method of getting a problem sorted I have found in the past is through a forum or by complaining through a site called resolver.co.uk, where the issue gets pushed up the food chain.
Unfortunately this forum is completely different. It's actually worse than phoning/chat, unless you want to be told to use social media. (Also useless)
02-03-2021 11:30 PM
Thanks for the heads up. If the sync speed doesn’t improve significantly over the next week I will try the live chat once, then go down the resolver route. Seemed to work last time Vodafone reneged on their promises.
02-03-2021 11:50 PM - edited 02-03-2021 11:50 PM
If you have just renewed your Superfast 2 contract, what sync speed did you have before?
Have there been any other changes such as a new router?
03-03-2021 12:13 AM
I have been getting 50+mbps consistently for a good 6 months. Coincidentally since I last complained through resolver. Nothing has changed my end. I didn’t even receive a new router when I renewed so am still using the original one supplied when I switched from TalkTalk.
03-03-2021 12:33 AM - edited 03-03-2021 12:33 AM
If you were getting under 55Mbs and were covered by the guarantee you should have been getting it all along.
I'm not sure if new contracts are covered by it.
03-03-2021 12:47 AM
Looks like they could have moved the goal posts! I was not made aware of this when I signed up for a new contract. I will go through the small print tomorrow.
03-03-2021 03:20 PM
We'd love to help you get to the bottom of this @kidneybean Please drop us a message on our Social Media channels here. We'll also be sure to run some diagnostic tests to better understand what's going on with your minimum guaranteed speeds.