Very Poor Sync Speed - Business Broadband

[cascas1]

When we first moved to VF, we got 25mpbs+ speed. Recently we are getting many dropped connections (several drops per hour) and a sync speed of 2mbps (less than the guaranteed speed). 

We have checked the BT Wholesale checker which shows Min speed of 22.4 Clean, and 18 Impacted. Under Observed speeds we have 2mpbs down, and 0.8 up.

We are plugged direct into master, but keep dropping connection. Can anyone help.

[Steph]

@cascas1 Thanks for getting in touch. I hope you're well and having a lovely week so far. 

It's disappointing to hear that you're having issues with your broadband speeds and connection. I know how important a stable, consistent connection is so we need to get this sorted!

As you've advised that your sync speed is dropping below your minimum guaranteed speeds, we need to run some tests on your lines to check for any faults that could be causing this. So we can take some details from you securely, please drop a message to our Social Media team here. If possible, please include the following with your message to the team:

- A picture of your router set up, including a clear view of the BT/ Openreach socket you're connected to

- A picture of a recent wired speed test done on speedtest.net 

[gipjon]

What is the point in a speed test steff . Vodafone system will show you the  sync speed is only 2mbps on your own screens if you can be brothered to check . I love how vodafone staff dont know how to use there own systems Why do staff get paid if your not going to do the job .

stop messing customers around with nonsense questions and please hurry and send a openreach engineer to fixs this customers broadband because we all know he needs one . 

He has already said he is running in the test socket 

Hi cascas1 .I hope your having a nice day .

Best thing is phone up and ask for a openreach appointment as your broadband is below the minimum guaranteed speed and point out that you have been running in the test socket for a week and your Internet keeps dropping and you are below the minimum guaranteed speed .If they refuse to book an appointment ask for a complaint to be escalated to the director office . The next day some one from the directors office will ring you and apologies and book the openreach appointment 

[cascas1]

Thanks for your post. Managed to get an openreach appointment. They guy from OR was actually quite knowledgeable. Fault in cable a couple of poles down from the property. He has swapped over some pairs as a temporary fix until they can replace the cable - currently syncing at 30mbps!

One of the big issues with VF is that they try to push you to online chat for support - and then after an hour of security questions, etc say "your are a business customer" and we cant help. Please call - which just starts the process again.

[Jayach]

---

@cascas1 wrote:

One of the big issues with VF is that they try to push you to online chat for support - and then after an hour of security questions, etc say "your are a business customer" and we cant help. Please call - which just starts the process again.

---

If you use chat the security is over in a couple of seconds. Social media (Twitter, Facebook etc) it's one stupid question after another, and it not always the same person asking and they don't bother to look at what has gone on before - total waste of time.