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Brilliant statement. Vodafone need to do something about this, surely they must know there’s an issue. You only have to read this forum to understand. Please pass on all of our comments.
Well i've just had a call from a staff member in the directors office who has admitted my line is congested(support last night said it wasn't)and that i have 2 options either wait upto 3 months for it to be fixed(can be longer)and be credited for 3 months or leave without penalty, so given those options i am outta here......Plusnet im a coming home...
Currently on hold to VF re this fault. Waiting 30 mins so far, you wonder why people can’t be bothered to hold or report issues. It’s a joke. Ping 192, DL 4.39Mbps UL 4.39 Mbps. This is on a 76 Mbps connection, normally getting an average of 49 and 18. Good eh.
Ran through the tests, with a wired connection. Same results as off my mobile. Performed a ping to the the bbc and then the agent said he’ll pass my call onto their 2nd level. Expect a call within 48 hrs.
Well this is depressing - but at least now I know it's not just me. In Manchester and I have the exact same issue as everyone else; come 4-5pm the speeds plummet. My broadband app says 40Mbps sync speed......... speedtest (on a LAN cable) says pings around 130+, DLs of less than 20Mbps ..etc etc. Every single night for 3 weeks now and I've had my fibre broadband a while, so it's not "settling in".
I emailed a complaint a few days ago - no response whatsoever.
Guess i'll try calling the complaints team when I get the chance...and in the meantime look for a better provider...
Shame - i've been with VF for many years and I preferred getting all my comms from one company.
Hi.
I suggest you do ring them ASAP, get the fault logged and follow their procedures. The more people that do, the better chance of a resolution. Good luck. I logged mine again last night.
Keep logging mine .got told last nite it is the box outside and 626 people in my area affected by it.and on my ticket it says people are onit.we will see
@ DaveNOS and everyoen else on here.
Vodafone's "get out" is that they ARE providing the service they claim, but that the issue is down to the user's setup, or that they have too many devices on the home network, ie "its not our fault guv".
Honestly everyone - have a read at my 2 part post Ive just put up today (Thur March 8th) entitled "The shocking log of Vodafone’s shambolic customer care, and its lying staff" parts 1 of 2.
Thank god I logged everything from day one, as you really couldnt have made half of it up.
It seems to be a determined effort to grind you down and hope you give up.
@stephenglasgow I've had it admitted by Vodafone staff that my issues are not setup related but are down to congestion, you just need to get through to the right person in order to get a satisfactory resolution(mine was being aloowed to leave penalty free).
My 74mbit fibre line at 3:53PM.
My modem is syncing at 76mbit / 19mbit, yet my bandwidth even in the morning seldom reaches 30mbit/s (upload is usually fine at 10-15mbit). I called them today to complain, again, and was spun the "nothing we can do, we're providing over the guaranteed speed" to which I argued line sync speed and data through-put are entirely different beasts.
I told them to pass me to cancellations and i've now put that in place for 14/03. If they don't fix it by the 12/03 I'm gone having placed my order through Uswitch to BT Infinity 2 (76mbit) for £39.99.
As a value proposition, the cost of VF BB is rock bottom as they've proved they cannot run a BB service, nor have they adopted the correct tact with customer services and transparency. At least with BT they know their craft and will act responsibly, for that I'll gladly pay £10 a month more!
@CHARLIESHEPP65wrote:Keep logging mine .got told last nite it is the box outside and 626 people in my area affected by it.and on my ticket it says people are onit.we will see
I suggest that you ask the level 2 support about the 'cable link' (ie. the backhaul) to see if it is flagged as being close to capacity. They use colour codes. If the link is flagged as red it is presumably overloaded, but it needs to move to black before Vodafone will do anything. So I have read elsewhere.
Shocking agai
Please choose wisely folks. My service is like this every day!
Got my call from the level 2 people. Advised me they think it’s Vodafone Equipment at the exchange and beyond. Need to log speeds in safe mode with Wi-fi off over a few days to prove my connection is slower than expected. But since my call, my speeds have been nowhere near as slow. Very Strange eh.
@Longy71 I'm glad to see there's been an improvement in your speeds 👍 Continue to keep us updated of any changes and let us know how you get on with the Tech2 team.
How do I speak to tech 2 as iv been told it’s my box outside but that’s last I heard I’m logging speeds everyday
So I better give you all a final update and the steps I took to get here with a barley usable Broadband line through Vodafone.
I was always being told that I was being escalated, promised of to be kept up to date on the poor service, nothing happened. Days would go by and the broadband would still be un-usable.
This lead to constantly having to contact the support team where i would be put back in to the same cycle. I felt like I was working simular hours to the customer support team without the salary.
I eventaully phoned up Vodafones cancallations dept. and asked how to leave as they were not delivering anywhere near the sevice I was told i would be given. I was phoned 6 hours later by someone who was willing to get the Tech team to contact me within another 2 hours.
I was then contacted by this peson everyfew days to see if the problem was resolved and if i was not happy after a couple of weeks i could leave Vodafone with no cancellation charges.
We also both chuckled that I had to ask to leave before Vodafone would contact me.
There was an improvement on my line over the time but today I told Vodafone that i would be leaving for Zen due to a fear that if a problem happened again I would have to go through the ame process again. The Vodafone rep. agreed with me. I will be leaving with no cancallation fee.
I wish i had done a bit more research into Vodafone Broadband and their service before I joined them but it seems that is my own fault. It's not something i can be angry about anymore.
Final bit of advise below:
MY ONLY ADVISE TO NOT HAVING A PROBLEM LOOKED AT BY VODAFONE IS TO ASK TO LEAVE VIA THEIR CANCELLATIONS DEPT.
I changed to channel 11 and I am now getting speeds of between 35-38. I had it on auto before.
You’ll have to log the call via 191 and follow their troubleshooting steps, you will then be referred to tech 2 who will then contact you with further tests to do and the relevant instructions on where to send results etc. This is what has just happened to me.