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Internet speed

slow speeds on fibre 76Mbps

Moderator
Moderator

@FrankieGarcia Did you manage to get in touch with our Customer Services team? What have they advised? If you're still having problems with your speeds, so that one our Broadband Specialists can take a look into this for you; I've sent you a private message with details on how to get in touch.

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4: Newbie

Got Fibre 2 on the 16th and have exact the same issue. Around 5-6 pm the speeds drops to unacceptable levels from 65 MBit during the day.

 

Tech support is quite useless and said the following

 

"We have now checked everything we can with your set-up and we are confident the issue is in relation to the network traffic in your local network during peak times. Remedial work has now been planned to ensure the service impact you are experiencing is resolved as soon as possible." 

 

So they definitely knew of this issue when they were selling the product. Will file a complain with Ofcom and leave asap to someone else. Just ridiculous!

 

 

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2: Seeker

I sent Tech 2 support my speed tests for the last 2 days. Proving the obvious that this is indeed a backhaul problem in their distribution network. A switch or router down the line which has become a serious bottleneck and is very agreesive with its traffic shaping. I will let you know what feedback I get back. 

 

To to be nice, I am sending this update via hot spotting to my mobile phone for which Vodafone have given me and my daugthter an extra 50 GB each :-). However, my broadband is running at a painful 1.2 Mbps as we speak. So I don’t find customer service to be an issue, I just wish they solved this problem.

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2: Seeker

So finally the tech team got back to me and as I said, they admitted the problem is in the distribution network, their transit provider BT OpenReach. Vodafone can’t fix this,  that is the rooter or switch limiting the bandwidth. They say they have identified the location off the fault and have asked BT OpenReach to deal with it. However, this will not happen until mid January. Not good really, paying 2 months for 1-2 Mbs and possibly another 2 months including Christmas! I think it’s time to look for the one alternative provider in my area that has recently deployed its own network! No third party transit provider. Virgin!

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1: Seeker

Mine is exactly the same!

I've been with them for 2 years and had too cancel it today because it is no use to anyone as it is!

The didn't seem bothered either.

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2: Seeker

Promised 55mbps but only getting 17mpbs

Need to leave and go bback to BT never had a problem, if someone can help please

 

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Moderator
Moderator

It's disappointing you're not getting the speeds you should be @JOHNSMETH. So one of our Broadband Specialists can take a look into this for you, I've popped you a private message over with details on how to get in touch.

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4: Newbie

I already did but what more can I do? It’s still poor

 

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Moderator (Retired)

Hey @sammyvvv, was this actually passed to our broadband Tech2 team as a fault at any time?

If so, what was the outcome?

 

Blair

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2: Seeker

Yes it was passed on they said they will be in contact with in 24 hours but still heard nothing,line is still slow

 

John

 

 

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4: Newbie

Nothing has been done and I want to cancel because you guys are delivering a terrible service but you think because sync speed is fine there is nothing wrong. You got pulled up by Ofcom regarding you misleading advertisement on this guaranteed speed stuff and have had to change it as of March 2019. You guys have left me in a position where I feel no other option but to pay a 160£ cancellation fee based on the fact you are providing a throttled internet service. Absolutely disgusting how you treat customers.. 

 

What ADR scheme are you signed up with please as my complaint to VF has fallen on deaf ears

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1: Seeker

If you're dissatisfied with your broadband service and customer service, it's worth noting that Vodafone is signed up to the compulsory Alternative Dispute Resolution (ADR) scheme, who will step in and resolve issues.

 

1. First check your broadband speeds on more than one speed test such as Ookla or Broadband Speed Test and also at different times of day.

 

2. If it's been eight weeks since your original complaint and nothing is resolved, contact the Ombudsman Services for communications (ombudsman-services.org/sectors/communications).

 

This usually resolves the majority of issues, but if you're still not satisfied with the outcome, you can seek legal advice from the Citizens Advice Bureau, Which?, or Consumer Direct. 

 

3. Which? also offer a complaint tool: https://www.which.co.uk/tools/broadband-complaint-tool/

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Moderator (Retired) Joe
Moderator (Retired)

@JOHNSMETH Hi there, we'd love to look in to this for you. I've sent you a private message on how to get in touch with our team securely. Joe

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4: Newbie

I've done some testing with a few speed test providers, different times of day etc. and I've noticed that if I manually select a server geographically close to my location I'm getting max line speed (the sync speed of VDSL pretty much), but even by selecting a server 100 miles away, my download speed drops significantly, to around 30% max.  This tells me that whatever backbone Vodafone have in the UK has a bottleneck somewhere.  This seems to get even worse if you select a server outside of the UK - in this case I don't even get 10% of the download speed I should - I'm back to slow speeds compared to ADSL!!!

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12: Established

VF only accept speedtests against a server located on Janet (BT Lancashire Services) , apparently they say the rest of the internet is too variable, and that even their own speedtest servers offer up "incorrect" results.

Reading between the lines they are admitting their own network is running hot, akin to Virgin Media, but at least VM accept that, VF just tell you lies.

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Moderator (Retired) Joe
Moderator (Retired)

@c4pete We'd be more than happy to get this sent off to our Technical Specialist team, I've sent you a private message on how to get in touch. One of the team will get back to you as soon as they can. Joe

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4: Newbie

@Joe - thanks for the offer but I don't have time to be running lots of tests etc., I'm out of contract so am already in the process of moving to another provider.  I've been with VF on Fibre for about 2 years and it's been fine until about 2 months ago, since then I can't even stream a 300mb video without it buffering!  This type of bad performance should be picked up by network monitoring tools and sorted by now, so I'm afraid I'm voting with my feet!

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1: Seeker

How I improved my speeds was to use the Vodafone broadband app and make sure I split 2.4ghz and 5ghz. I connected to the 5ghz and tried a few different channels I’m not getting a lot higher speeds as 5ghz is designed for shorter distance but much better speeds. I’m getting average of 55mbs but when they were merged I was getting 17mbs

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