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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

Post deleted 

 

Sorry, so far nothing has worked for me so I had to deleted 3 of my previous postings which I thought fixed the issue. 

 

So far nothing has worked for me including

 

a) vodafone resetting my settings on their aide

b) phone reset

c) sim swap

 

Majority of the times, the issue is random and intermittent and I strongly think it only affects certain customers connected to the same mast

Tash
Moderator (Retired)
Moderator (Retired)

So I can look into the area you're experiencing issues in @vinod, please take a look at our troubleshooting guide and let us know your results from our template. I'll then be able to help further.

I'm going to attempt to replace the vodafone ROM with a BTU firmware and see if that resolves the issue.

 

I'll keep you updated if that resolves the issue.

I have now installed the BTU firmware.Screenshot_20191126-123806_One UI Home.jpg

 

For the first time ever i have seen VoLTE displayed on the phone, ill give it a check and see what happens. Working even though the device is locked lol.

 

I wouldnt advise anyone flashing a handset with a rom (Especially when it's locked) unless you know exactly what you are doing.

GreatBritian
4: Newbie

I've decided to take out another Sim Only Plan under a 14 day cooling down period to see if it's my account.

 

It's been speculated before that there's a issue with my account so I took out a Brand New Unlimited Max Plan sim with a brand new e-mail address and new number and hopefully we will see that it's my account if it is I have a feeling it's going to be a struggle to get everything transfered.

 

We will see though!

If the same happens I can easy cancel under a 14 day cooling off period so it's worth a shot!

Deleted

Just updating you all.

 

My services have improved drastically.

 

Vodafone has done testing in the area and I was provided this response via Ofcom.


Thanks for all your help in solving this situation.

 

"Vodafone contacted Ofcom yesterday to let us know that they were able to get to the bottom of the issue you had identified. They said that:

 

Vodafone does not apply traffic management to customers on the Max Unlimited plan and so there should have been no reason for Mr XXXXX (Covered to protect Privacy) to experience better speeds via a VPN than he did when connecting directly to the Vodafone network.  The testing we conducted revealed a faulty security gateway board that was resulting in slower speeds for customers’ services.  This has been replaced and customers will now be experiencing faster speeds in the area."

Mark
Community Manager
Community Manager

Thanks for the update @GreatBritian, I'm glad to hear the faulty equipment's been replaced and everything's back up and running again.

I am also on the Unlimited Max plan and am experiencing a similar issue. In particular, I am seeing intermittent throttling to 10Mbit/s when connecting to:

 

Network: vodafone UK

MCC-MNC: 234-15

CellId: 131306260

eNB Id: 512915  

 

Ordinarily I see a download/upload of 60/20 Mbit/s, but sometimes upon reconnecting my connection will get throttled to 10Mbit/s download and I have to try repeatedly reconnecting to get back onto the unthrottled connection. 

 

I presume there is an issue with the mast that needs addressing.