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Network queries

Data Throttled Abroad

4: Newbie

Good evening Gemma, Thank you for your message.

It is my experience that Vodafone has not/is not delivering a 4G roaming Service. I struggle to understand why Vodafone as a major industry player would consider that it would be ok to advertise and sell a 4G data service to in lieu deliver at best what can only be described by telecom standard as a 3G service (±2-3Mbps DL). In the abscence of a reasonable explanation will Vodafone offer a full refund or a discount as a commercial gesture?

I'd like to be a Vodafone customer for the long run but I must be honest I struggle right now to find the rational to entrust Vodafone with a long term contract. What matters I believe is consistency and expectation. To give you an example, I have travelled with Ryanair lately. Their cost is low, the service is poor (pretty much inexistant) but it is consistent across their portfolio. You know what you paid for and you know what you'll get. In fact Ryanair makes no claim of being anything but a cheap airline. On the other hand Vodafone pormised best-in-class EU and global service but in lieu delivers a much lower product. I'm happy to pay the premier as long as product is delivered. Will Vodafone act like an industry leader and consider a full refund? Please message me privately at your discretion. 

For the avoidance of doubts the service at the time of writting (23:51 18.8.2017 France) is 1.57Mbps on Bouygues' 4G network with optimal radio signal strength (5 Bars). I doubt that Bouygues has deployed a 4G network to deliver at best ±2Mbps where optimal radio condition apply. 

 

Notwithstanding the above mentioned I await you response on a commercial view point and to read the output of your investigation/escalation. 

 

As always I remain optimistic and gratefull for your support and the support of the network team. 

Regards

John 

   

  

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4: Newbie

Good morning Gemma, 

It is 5:02 am at the time of writting this entry. I have emailed the eforum web email address the results of the speedtest I have just done. It is consistent will all previous results and currently <18Mbps on DL. Since this has been a constant daily I now expect the data service  to return to 3G speed at about 10am (±10min) local time. I will share these results and our communications with both the UK Ofcom and French ARCEP regulators on my return to the UK. I have yet to receive a response to my request for information in relation to Vodafone's procedure in order to file a complaint.

Should I expect to recieve from Vodafone any 4G like service during day time before the end of my contract Aug 24th ? Should I expect to be charged by Vodafone full 4G service although the product i.e. the 4G Service has been delivered consistently only during night time whilst during day time Internet access is bearly manageable? 

Awaiting your response.

Regards,

John

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16: Advanced member

IMG_1969.PNGI was disappointed to learn that my data was being throttled whilst in Cyprus. I managed to get around 20 mbps at certain times of the day and was happy but then at certain times would be throttled and be painfully slow. This screenshot was took at 23:00 Cyprus time (so 21:00 in the UK) which I'm thinking would be considered a peak time for Vodafone to slow down roaming traffic.

 

I was with someone at the time who had a Cytamobile Vodafone sim in their phone (a local sim) and they run the same speed test and their speeds were significantly better.

 

I have to admit I was disappointed, purely because Vodafone has made a point of saying it doesn't throttle data abroad when clearly there's something going on. When you look at the case of O2, they did the same thing over there, insisted there wasnt an issue, blamed foreign networks and it was only when news organisations got hold of it did they admit they had 'temporary restrictions in place' which I'm guessing is the same as Vodafone. The people doing this need to be open and honest about whats in place and how it's going to affect customers. That'll at least stop people like me (and others on this thread) wondering what on earth is going on when their service isn't working as it should abroad.

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4: Newbie

This morning to my surprise I am blessed with >7Mbps DL. No explanation; weekend maybe?   

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3: Seeker

Yep here to John a whopping 11.39 DL that's perfect goes to show it is doable in the same area on the same partner network let's see what happens Monday 

Brian 

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4: Newbie

Thanks Brian. I believe we have material for Ofcom to investigate here.

Have a great weekend 

John 

  

 

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Administrator

@JOHN-1970 I've replied to your email earlier today. 

Rest assured our teams are still looking into this and are working hard behind the scenes - we'll be sure to post any updates on this thread. 

I can understand your frustration with this issue and I highly appreciate your patience whilst our investigation takes place. 

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3: Seeker

Here we go again 0.39 dl..

We not even complete speed test as it says unable to connect to the server..

cant load my bank account either and I'm on a business account with Vodafone. 

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4: Newbie

Still noticeable speed drops here in Italy after around 5-6 o'clock. Speeds drop from 90 Mbits to about 10, not as bad as before, but still definitely throttled

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4: Newbie

Good morning Alex, Gemma, Jenny, Natasha et Vodafone Mediator team, 

 

Please rest assured that I am grateful for your support. Alex whilst my experience of Vodafone's product is disappointing to my own surprise please be assured that I am not frustrated; maybe I am getting too old. To your point however, one can see why this process can be frustrating. Indeed since Aug 5th Vodafone has provided no reasonable explanation to this issue. In fact no explanation at all. Alex I believe you have here an opportunity to help improve Vodafone's quality of service. Notwithstanding the level of service, it remains that Vodafone did not deliver the expected 4G data service for at lease a reasonable period during the contract at a location where the networks SFR and Bouygues have excellent radio signal strenght. I would assume that the networks are dimension to have appropriate resources and capacities. To validate my assumption rest assured I will write to both SFR and Bouygues to request this information for the purpose of my claim and in support of a request to Ofcom to investigate Vodafone data roaming practice and possible descrimination when compared to other customer of Vodafone.

 

My contract with Vodafone is now reaching its end (Aug 24th). In fact little can be done now other than to ensure all of the information collected has part of your investigation is protected and shall not be destroyed by Vodafone; please consider this as a formal request to Vodafone. If you do not have the authority here, please advise now. 

 

Above and beyond the technical investigation you've claimed is on-going for which I have no evidence to date, it remains that none of my requests for information in relation to Vodafone's processes, policies and procedures have been appropriately responded to by any member of the mediator team. I thereafter make the request again for this information. 

 

With regards to costs can you advise on whether (or not) Vodafone will apply all charges or could offer a compensation in the current context? 

 

Regards,

John 

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Administrator

@JOHN-1970 Please understand that I have read and do appreciate your message. 

As we'll need to access your account to progress with the other side of your query (rather than the coverage), please contact our team using the information in the private message I've sent. 

I know you've filled out a similar form before, however that came through to us in the Network team - this will come into one of our different queues to address the other issues at hand. 

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4: Newbie
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4: Newbie

Hi Alex - Could you share the results of the investigation  ?

 

Thanks

john

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Moderator

Hi @JOHN-1970, our Network engineers are continuing to investigate the case. 

We'll be in touch once we receive an update from them, please be assured that we're continuing to chase this for you :smileyhappy:

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4: Newbie

Thanks Natasha for the update  

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Administrator

Hi All,

Our Network engineers have now completed their investigation, they've advised the issues should now be resolved.

If you're still having any trouble with this, please let us know in a reply on this thread and include a screenshot of a speedtest

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4: Newbie

Thanks Alex, 

What was the issue ?

Regards,

John 

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Administrator

@JOHN-1970 We're unable to give a detailed description of our investigation, however it would appear that one of our firewalls wasn't performing correctly, which was significantly reducing the roaming speeds for some users. 

Since this issue has been addressed, everything should now be back up and running as normal 🙂

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4: Newbie

Thank you Alex for the explanation. 

 

Regards,

John 

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16: Advanced member

Swisscom - ZürichSwisscom - ZürichI just wanted to add a quick note to say that it does look like the issue has been resolved.

 

I did a speed test whilst roaming in Switzerland and the speeds were consistantly good so no issues there.

 

I'm currently in Greece and as you can see from the screenshot taken whilst roaming on Vodafone Greece, the speed is good there as well.

 

For good measure, I did a side by side test using my Vodafone GR sim card in another handset and the speeds were pretty much the same.

 

So all good - glad this issue is resolved. 

Vodafone Greece - Kifisia, AthensVodafone Greece - Kifisia, Athens

 

 

 

 

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