cancel
Showing results for 
Search instead for 
Did you mean: 
1

Ask

2

Reply

3

Solution

100% proof that Vodafone is doing something with the services.

GreatBritian
4: Newbie

Hello.

 
Unforunately after speaking to multiple departments within Vodafone it appears no-one is able to take my concerns seriously in regards to the Unlimited Max Plan, and I have found no real way of sending proof of what is actually happening to your agents so I have had to as a last resort record a video of what is happening in my area and uploaded it to YouTube in hope that the Social Media Team members will look at this and liaise with the Technical Department to investigate this.
 
Please see the below YouTube video URL for proof that something is 100% going on with the connection.
(The device in question is a Note 10 Plus 5G)
 
In this video you will see me performing a speedtest made using the SpeedTest App available on the PlayStore showing what appears to be throttled speed without the use of a VPN (Speeds of usually up to 10Mb/s although this test got slightly more) and then performing the test again using a VPN (ExpressVPN) which will significantly increase the speeds.
Please understand that this is taken in the exact same place and the only difference is the fact that i'm connected to a VPN.
 
I appreciate that I have been dealing with the Vodafone's Directors Office (They themselves admitted they are not technically trained) and I appreciate the steps which my complaint handler has performed to my account in a attempt to resolve the issue and the discount provided to me, however I do feel that Vodafone hasn't properly taken into account my concerns and raised a full investigation to figure out what is actually going on and made no attempt at actually investigating the issues raised with them. I do feel like I have been brushed off with a Discount which I admit is appreciated everyone loves a discount but I think someone from the Technical Team would be more ideal to conduct a full investigation into what is actually happening.
 
I have no idea what is going on with the service and why this is the way it is. I have had a browse through the Vodafone Forum and have noticed multiple people posting near enough the same issue on Vodafone's Broadband Package users, whilst I don't see this mentioned much for Mobile Devices or Mobile Plans. I appear to of read a potential Routing Issue with Vodafone or something along those lines not that long ago.
 
I will say that I am located within the Kingston Upon Hull area which I am believing that CityFibre have something to do with it, but the same happened in Manchester which is confusing. I have used every major Mobile Network in this area such as O2, Three and EE and I have never experienced this kind of issue with them.
 
It's also worth noting that I do like Vodafone, I've been on Voxi before and loved them. All I ask is that Vodafone takes my concerns seriously and notice there's a major issue rather than just dismissing them with a Discount or a Account refresh (Disabling Sim and Re-enabling) which has been performed twice now. I want Vodafone to take this message seriously and conduct a full investigation into the concerns raised and speak to the people who deal with the Masts and figure out what is actually going on.
 
Tried and tested activies in a attempt to resolve the issues include.
 
- Connecting to a VPN - Worked and made a massive difference as shown in the Video above
 
- Changing the device - This made no difference
- Changing the Sim Card - This made no difference
- Changing the DNS to 1.1.1.1/8.8.4.4 - This made no difference
- Manually selecting another network and then back to Vodafone - This made no difference
- Refreshing the APN settings - This made no difference
- Having my account Refreshed - This made no difference
 
I have done a Traceroute test to try and help Vodafone locate the issues with which server address's my requests are going through.
(On all the Traceroute tests I have completed numbers 2, 5 and 6 have timed out regardless of where it's going to).
 
Tracing route to google.co.uk [216.58.213.3]
over a maximum of 30 hops:
 
  1     1 ms     1 ms    <1 ms  192.168.42.129
  2     *        *        *     Request timed out.
  3    71 ms     *        *     192.168.213.21
  4    39 ms    40 ms    38 ms  192.168.213.22
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7    41 ms    38 ms    41 ms  63.130.127.221
  8    60 ms    40 ms    37 ms  90.255.251.18
  9    38 ms    39 ms    40 ms  108.170.246.161
 10    46 ms    40 ms    40 ms  172.253.65.211
 11    57 ms    42 ms    38 ms  ber01s14-in-f3.1e100.net [216.58.213.3]
 
I would love other people to share their input on this forum post if they have had the same kind of issue and if Vodafone was able to resolve the issue how and what actions where taken to the account to resolve the issue.
 

I would appreciate it if the Social Media Team members could forward this to someone in the Technical Team within Vodafone who can take a look at this video and information presented through the Traceroute and figure out what is going on and investigate to come up with a solution for this issue.

113 REPLIES 113

TJ
Community Manager (Retired)
Community Manager (Retired)

You can get in touch with us here on the Social Media team directly via our social channels @GreatBritian. You can find more information on doing this here.

Please also provide a link to this thread, along with your username; this will save time and we’ll be able to help you quicker.

I have sent a message through Twitter, awaiting a response.


@TJ wrote:

You can get in touch with us here on the Social Media team directly via our social channels @GreatBritian. You can find more information on doing this here.

Please also provide a link to this thread, along with your username; this will save time and we’ll be able to help you quicker.


No-one has contacted me back.

 

I've noticed on the coverage checker there's a issue identifed at HU16 5SA which is somewhat near my location what's the issue there?

Tash
Moderator (Retired)
Moderator (Retired)

@GreatBritian I've had a search through our messages but I'm not able to locate one from you - please include your Community username if you've not yet received a response from our team and I can check that we've received this from you.

I've checked the area you've provided in your last post and can see our Engineers are working on the nearby site (32136) which may be affecting your services if this is nearby to you. Our Engineers are working hard to resolve this and any updates will show on our network status checker.

I'd like to update all of you interested.

 

Got another sim card with another number on a completely different account under the Vodafone Max Plan for £30pm ish however cancelled it under a 14 day cooling down period due to exactly the same happening.

 

I've been to HRI (Hull Royal Infirmary) located in Kingston Upon Hull last last night which apparently has one of the best sites, this is no-where near my location.

Once again I was throttled without a VPN as shown in the below video Bearing in mind I was quite close to the site.

 

https://www.youtube.com/watch?v=v_q-VH7gOiE&feature=youtu.be

VPN used Nord VPN.

 

Without VPN speeds of around 20Mb/s obviously throttled I think if the test ran on for more it would of dropped further as almost during the whole test it was been throttled back down to 0.

With VPN speeds in excess of around 130Mb/s (Although I think this was limited on the VPN speeds)

Tash
Moderator (Retired)
Moderator (Retired)

I've taken a look into the area you visited (HU3 2JZ) @GreatBritian and you should be getting a good 3G and 4G connection when there. 

I can see we've recently completed maintenance on the nearby site (74316) which completed on 7 December. This may have been affecting your speeds when completing these tests.

If you find you're experiencing issues in multiple locations and we're not aware of any issues in the area, I'd advise testing your SIM in another to see if this improves things for you.

In that case Natasha I will perform a test later on today in the exact same location.

 

Standby for another test to see if it was effecting the area as this appears to be happening everywhere i go around the country.

 

Has anyone on the Unlimited Max Plans had any issues?

It's happening everywhere.

 

I have to use a VPN all the time to get decent speeds no matter where I am.

Hi Natasha,

 

I've spoken with the Social Media Team on Twitter and they have informed me that the Unlimited Max Plan is actually speed capped to 10Mb/s.

 

"Hey XXXXXXXX 🙋 Thank you for bringing this to our attention. It's important to note that our Unlimited Max plans are limited to speeds of 10 Mbps whilst on our network. As you are using a virtual private network, this allows you to bypass the limits that we've got in place. Therefore, we wouldn't be able to help with any data speed queries whilst you're connected to a VPN. You can find out more about this on our website here 👉 https://vodafone.uk/2JplV0h If there's anything else you like our help with, please don't hesitate to drop me a line 😊 Jamie"

 

I recieved this response from a agent known as "Jamie".

 

I have also provided a copy as proof in the attached. Obviously when using terms like "Fastest Available" it's misleading to your customers.

 

I have forwarded this information onto Ofcom's Competition and Customer Enforcement Team and the ASA who I believe will be in touch shortly.