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

4: Newbie


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 - 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 []
over a maximum of 30 hops:
  1     1 ms     1 ms    <1 ms
  2     *        *        *     Request timed out.
  3    71 ms     *        *
  4    39 ms    40 ms    38 ms
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7    41 ms    38 ms    41 ms
  8    60 ms    40 ms    37 ms
  9    38 ms    39 ms    40 ms
 10    46 ms    40 ms    40 ms
 11    57 ms    42 ms    38 ms []
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

Community Manager (Retired)
Community Manager (Retired)

Apologies @GreatBritian - our Unlimited Max Plan isn't capped at 10mbps, that's our Unlimited Plan. I'm really sorry for any confusion this has caused, I'm going to make sure that this is fed back to agent who gave you this information.

I'm unsure why using a VPN would affect your speeds at all, as all that does in hide your IP. I've seen screenshots from customers of them getting up to around 120mbps, so I know that the network can reach these speeds (dependant on the area of course). Have you tried your SIM in a different handset or device at all?

I'll be happy to raise a Network case for this, to get it investigated further; I'll message you via our social channels to get the information that's needed. 



I'm not been funny but there's so much confusion relating to this plan.

I've been told that much different information I don't know what to believe anymore.


Please can you raise a network case as you replied and get to the bottom of this as I shouldn't have to falk out for a VPN subscription to use the services, nor should I be limited in anyway shape or form wherever I decide to go in the UK.


I have only tried the sim in the 2 different Note 10 5G Plus devices and exactly the same issue was present.

Unforunately I don't have any other devices to try this sim in.

I'm happy to provide information such as the ICCID Number, IMEI etc.


It's also worth mentioning that I can achieve normal speeds after midnight till around 8am then I require a VPN to access "Normal" speeds. It's as though something is triggered in your core network during peak hours like Traffic Management. I'm aware multiple agents say it isn't but it is and it needs investigating.


I'm happy to send my sim and device to Vodafone for them to do further testing if required, obviously I will need this back after you perform tests. 

(Alternatively it might be a good idea to get hold of a Samsung Galaxy Note 10 5G and a Unlimited Max package and do some testing on it in a attempt to see if you can identify any issues).


Please can you make contact with me so I can provide the information you need for a network case to be created and investigated.

I have visited a store today and have been informed that a "SR" request has been placed on my account via the Social Media Team.

Community Manager (Retired)
Community Manager (Retired)

I've just replied to you via Twitter @GreatBritian - I'll get your details from there and get the case raised for you. 



I have twitter messaged you the details sorry for the delay.

Community Manager (Retired)
Community Manager (Retired)

I've gotten that raised for you @GreatBritian - I'll get back in touch via our social channels if they need any further information. 


Thank you very much for keeping us posted.

Please could you share how you got ofcom involved, this is exactly that needs to happen in my area too, in my opinion

Vodafone, are a bit too complacent when it comes to handling isolated network issues specific to an area/mast.


Community Manager
Community Manager

It's great to hear we're getting your issue resolved @GreatBritian. If you want us to take a closer look into your problems @vinod, pop us your full postcode here, or drop us a private message on Facebook or Twitter and we'll be happy to help 😊