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Internet speed

slow speeds on fibre 76Mbps

2: Seeker

wrote:

@Matttonic - I understand you've contacted my team and we replied on 9 January.  Please let us know if you’ve got a recent email reference (it looks like #123456).

Is it another team you’ve been in touch with as well as us?

@94jdh - I’ve searched for your email by the address you’ve registered to the Community with and nothing’s showing.

If you’ve followed the steps from the private message we sent to you, then please let us know the email reference from the auto reply (it looks like #123456).


I have no replies or anything. Someone tried to phone me at work but obviously can't answer. After 7pm would be ideal.

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Moderator
Moderator

@Matttonic Apologies that we've not be able to contact you. I've emailed our Broadband team and asked them to get in touch again as soon as they can.

Please continue to keep us updated and let us know when they've contacted you.

 

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1: Seeker

I have the same issue since 2 month, i firstly thought it could be due to the new line, i rang few times but customer services always let me down and said someone will contact you and no one ever ring me. I have been promised with minimum of 40mb speed but what i get is 3 to 4mb. its really painful when kids ask me to put netflix on as it never works. They have done all the test but nothing changed, why they always pretend to help me when they know they can not provide what they promised me earlier... i am sick of this really.  We all now hate watching netflix as never get speed to watch it properly. i need to come out of the contract as soon as possible but dont know what can i do to come out of it.. i will appreciate if someone can help me regarding this... i have done speedtest which can been seen at the following address. 

A detailed image for this result can be found here:
http://www.speedtest.net/result/7102570299

 

3: Seeker

I currently get high latency and slow speeds at certain times also. I made a post about these issues however they were not properly responded to by staff. Before peak times my ping to BBC for example is 10-14ms, at peak times this can goes as high as 130ms. Soon as this hits my speeds can take a massive hit as well.

 

The level of service is really bad, I answered all questions (as basic as they were) and the fault got put back to me. 

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Moderator

Hi @Suhaib & @Jack9127

I'm disappointed to hear you're both having issues with your speeds at peak times.

So we can look into this with you, please see the private message i've sent to both of you on how to contact our team directly.

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2: Seeker

I have same problem as others with Vodafone broadband, speeds around 5-7 mbps from 6pm then at morning speed is back to around 40- 50mbps.

Anyone can help my with it. Everyday the same.

No answer from you regarding my online complain

Changing channels doesn't help I try everything, previous with EE 38mb no issues.

Loading websites is a challange , I can complitly forget about watching amazon netflix etc

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Attachments

3: Seeker

I'm in the process of leaving but I kid you not, look at the level of service they are providing (attached). I sync at 79912 downstream and 19999 upstream. Yet receive less than 1Mb with lovely latency to go with it, yet they have active media campaigns about minimum speed guarantees on at the moment, laughable.

 

YetCapture.PNGSpeed.PNG

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2: Seeker

Getting speeds of less than 1 Mbps tonight! Was on hold to the support team for well over an hour before I gave up half an hour after they shut. 

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2: Seeker

I have been complaining about slow broadband speeds since I joined about 4 weeks ago, am paying for 76+ but I get an average of between 5 and 12 meg I have been given several ticket numbers, with no reply, I have spent at leased 8 hours on the phone trying to resolve the issue on 191, I have connected the router with a cable to the test socket on 4 occasions, I have sent photos of connection speeds as requested by Nader (manager) he gave me reference number ########## ON 12TH MARCH AT 13.57PM he told me it would be fixed by the next day the 13th of March or I would have the option of canceling without charge if not fixed, I have not heard anything.

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8: Helper

 


@mobilediscoswrote:

I have been complaining about slow broadband speeds since I joined about 4 weeks ago, am paying for 76+ but I get an average of between 5 and 12 meg I have been given several ticket numbers, with no reply, I have spent at leased 8 hours on the phone trying to resolve the issue on 191, I have connected the router with a cable to the test socket on 4 occasions, I have sent photos of connection speeds as requested by Nader (manager) he gave me reference number ########## ON 12TH MARCH AT 13.57PM he told me it would be fixed by the next day the 13th of March or I would have the option of canceling without charge if not fixed, I have not heard anything.


@mobilediscos, exactly the same experience for me... literally a carbon copy. Vodafone are utterly incompetent and have failed me on literally every front.

 

I'm leaving on the 22nd, but if I were locked in to a contract and had the same experiences I'd be cancelling my direct debit until they resolved the issue.

 

For any potential new customers, avoid, avoid, avoid!

 

7140488782

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Moderator
Moderator

 @mobilediscos It's disappointing to hear you're not getting the speeds you should be, I understand how frustrating this must be and apologise that this hasn't been resolved yet.

So we can forward your query to our Broadband team, I've sent you a private message over with details on how to get in touch with us directly. They'll be happy to investigate further for you and hopefully we can turn your opinion of us around.

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1: Seeker

This is my first time on this forum and it did not allow me to start my own complaint. I have been having speed issues with Vodafone home broadband ever since I started about six months ago. I have called at a frequeny of often three times a month to try and fix this. It has never been fixed. As a result of this problem, my lodgers have decided to move out because they can not often have access to the internet. Vodafone signed me up with a guarantee of over 50 mbps (do not remember the exact figure). But many times I have had 1 or 2 mpbs. Just a few days ago I noticed another very wierd problem. The Ethernet connected PC is now experiencing speeds as low as 0.5 mbps when the wifi is at 25 mbps. I have torn all of my hair with Vodafone support to try to get this resolved. They tell me that their tests show that my modem is getting 79.9 mbps. They do not help me. I was on the call twice to them yesterday and they said they raised it to a higher level of support. They said it could take 48 hours. It has been about 30 hours. I am not getting much work done on the internet. I told them that since they have not kept their end of the contract that I should be able to switch without penalty. They are not letting me do that. This is a very unfair practice and I am appalled at this. This is unethical business practice. I have suffered bad internet all this time. Today I started a chat again and I got disconnected. I phoned a number and they said to wait for callback. I just a minute ago got a phone ringing and when I answered, no one was there. Seems like I am being played here. I do not have all this time to waste. Please someone advice me or help me out here. I have many transcripts of my chats with Vodafone and I they should also have recordings of all my phone conversations which occur "to provide better service" (so they tell us).

 

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4: Newbie

You have to play their game, take their screenshots at different times of day for a few days, then demand they let you out of your  contract foc.  Unbelievable that they still haven't sorted their network out.  Hopefully one of the mods here will pick it up, they're one step up from the useless regular support channels.

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15: Advanced member

Ashok4321 If you truely feel you are getting nowhere then Ofcom have a guide in regards to complaining.  If you go down that route you need to compile your evidence, and think about everything else that is related.  For example, what promises did you understand the service provided when you signed up - were there any misleading ads in the media at the time?  Is the "suitable" equipment supplied suitable - unless you are doing nothing more than browsing the web and streaming netflix it almost certainly can be proven not to be.  Misselling is a really big thing, it's difficult to contemplate that any Vodafone broadband customer could not complain in regards to their misselling!

 

https://www.ofcom.org.uk/phones-telecoms-and-internet/how-to-report-a-complaint/contracts

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Moderator
Moderator

It's really disappointing to hear you're having problems with your internet speeds @Ashok4321 and this still hasn't been resolved. 

So one of our Broadband Specialist can access your account to investigate further, I've sent you a private message with details on how to get in touch.

 

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Highlighted
2: Seeker

I am also having speed issues on fibre 76 during the evening which makes online streaming unwatchable.

It's obvious vodafone are throttling traffic during the evening as i have detailed speedtest logs, many are below 3mbs

 

Please sort this out vodafone.

 

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Moderator

I'm disappointed to see you're struggling to use streaming services whilst connected to our Broadband @mrstauf. As our Broadband Specialists will need access to your account to look into this, please get in touch by following the instructions in the private message I've sent.

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4: Newbie

Yes mate I am having exactly the same issues, my honest guess would be the that the exchange in my local area is massively over subscribed now.

 

I am getting 10mb in the day and in the evening like 5mb, its an absolute joke and I cant even watch Netflix without it constantly buffering.

 

Vodafone guarantee a speed of 57mb, I am absolutely no where near that anymore. This only started happening in the last few weeks, in fairness the service has been great up until now, the speeds are shocking and Vodafone need to investigate as to why it is so slow.

 

Strangely though, my router interface states that there is 79mb coming into the house, what is going on?!

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Moderator (Retired) Joe
Moderator (Retired)

@sammyvvv Hi there, have you contacted our Customer Service? As if there's an issue in the area, they'll be able to pass this to our Tech 2 team to investigate further. Alternatively if you want us to, we can send the information on here so we can investigate this further for you. Please let us know what you'd like to do. Joe

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2: Seeker

I have been having the same problem for the last 5 weeks. Down to 1Mbps in evening peak times. My impression is that this is a vidaphone configuration policy at the exchange point. They are traffic shaping all the customers once hooked in to the 76 Mbps. I will be calling tomorrow morning to see what they have to say, but will probably end up switching. Having seen any explanation or fix from vodaphone in this forum to convince me otherwise.

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