Vodaphones Service level

[Foreteewinks]

Asked a question via Pm to @Amanda and received this:

Re: technical support

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Just sums it up , not even a completed cut n paste paragraph .

[Cynric]

@Foreteewinks To be fair to VF and @Amanda that's how this forum and many others operate.

[Foreteewinks]

Youve missed the point ..

[Cynric]

So, the cut-n-paste is clipped. These things can happen.

[Foreteewinks]

I guess so just like poor customer service , poor connection and lower speeds than advertised or guaranteed . these things happen.....

[Jayach]

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@Foreteewinks wrote:

I guess so just like poor customer service , poor connection and lower speeds than advertised or guaranteed . these things happen.....

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If your speeds are lower than guaranteed, they have to resolve it or let you leave without penalty.

Complaints Code of Practice | Vodafone UK

However you have to understand just what is being guaranteed, it is the speed of the broadband, not over Wi-Fi or powerline, but you have every right to expect they will also be to an acceptable standard.

[Cynric]

@Jayach Actually if you are on fttc then the guarantee is only for the sync speed.

[Jayach]

On FTTC, the sync speed is (in my opinion) the broadband speed, in that it is the speed coming over the line.. The download speed, actual amount of useful data being received, once it has been formatted into packets is another thing.

I've got a sync of 80, my download is in the low 70's, but I consider my broadband speed to be the 80 figure.

Current Rate	79999 kbps	20000 kbps
Maximum Rate	82239 kbps	27867 kbps
Signal-to-Noise Ratio	4.1 dB	9.9 dB

Edit, I was aware the OP was on a 900 CityFibre FTTP connection, from their other posts, which is why I didn't complicate things with FTTC.

[Cynric]

The sync speed is a theoretical maximum line capacity for the connection considering distance to exchange etc.

[Jayach]

It's not theoretical, it is actual as measured by the modem/cabinet, the Max rate is theoretical, and is never likely to be reached.