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Other broadband queries

Slow and unreliable Vodafone broadband

2: Seeker

Been with Vodafone for a couple of months and pretty much since the cooling off period ended, I've been having multiple disconnects throughout the day/night...many during the evening which of course disrupts the entire household.

 

I'll echo the experiences other posters have had; hours with the online chat, faffing pointlessly with Wifi settings, I've connected into the master socket - all with no improvements.  I'm told by chat that the issue is being looked at by the next tier of support and someone will get back to me but this is, so far, not the case (thankfully I have the chat transctipts).

 

For my speed, I was syncing ever slower and slower.  Vodafone arranged for BT to come out, the guy did a cabling check and found no problems.  He reset the connection which appeared to put it back into learning mode so was up and down every few hours for the ensuing 10 or so days.

 

I don't want to spend hours on chat, explaining the problem to someone who clearly is only interested in getting me change wifi settings and I don't want to call in and speak with them either.

 

Has anyone else who has had this problem (which seems to be quite a few) been able to resolve it without switching providers?  I'm contracted in until Sept '19 but can't see how I can put up with this for over a year...

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17 REPLIES
4: Newbie

I'm having the exact same problems. No one is interested in sorting it out and I keep going round in circles. I was with EE until April and consistently got 76mb download speeds. I'm getting as low as 8mb in the evenings (the cabinate is right outside my house) - thats when it's not dropping out all together!

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8: Helper

Speaking from experience, the ONLY answer is to leave..

 

https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/Shambolic-speeds-0-5mbit-s-to-8mbit-s-on-74mbit...

 

They're useless..

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4: Newbie

Thanks James, I just read through your post, they're an absolute shower of ****. It took me nearly a week of no service to get things up and running. I should have left at that point. I'm not staying if this is not sorted within the next 14 days. I'm currently paying for a sevice that they are unable to provide. EE were consistently providing speeds of 76mb. I've got a solicitor in work checking the contract and will post they're advice on every forum I can if this ends up anything like yours.

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4: Newbie

I've just spoken to my colleague and, apparently, I need to give Vodafone a month to fix the speed issues.  If they can't, I can leave penalty free. Seems like nobody is bothered about retaining customers so I'll be shopping around after work this evening for a new provider to commence on 9th July (as soon as I've made sure my complaint has been logged). I'll be screenshotting all my speedtests from speedtest.net in the meantime.

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Moderator
Moderator

It's really disappointing to hear you're not getting the speeds you should be @bullhed and apologise for any inconvenience that's been caused.

Are you getting these speeds over Wi-Fi or on a wired connection too? 

One of the Broadband Specialists in our team will be more than happy to investigate further for you. So they can do this, I've sent you a private message with details on how to get in touch.

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2: Seeker

Dear Moderators

 

Do you even read these posts properly?  As the OP I’m so pleased that you don’t feel my problems/issues warrant you reaching out via PM...are you that over worked with firefighting the deluge of speed/reliability problems reported you’ve missed it or do you really have a total lack of attention to detail?

 

Anyway, I’ll be off to write my complaint to OFCOM now...

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4: Newbie

Sorry Toby, I inadvertently hijacked your thread. I thought I was replying on another post I started! 

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Moderator

@tobystephenson - I’m sorry we’ve missed your post. Please don’t think this was intentional.

We want to help and look into why the Broadband keeps losing connection.

Please send us your details by following the instructions in the following private message. One of our Broadband Specialists will then be in touch. 

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2: Seeker

Exact same problem, full speed broadband for last 5 years and now after moving to vodafone it just keeps sychronizing slower and slower.  Two BT engineer visits who have found no problems but suspect it could be their kit, now taking time off work to wait on a new VF router arriving.

If this doesn't sort the problem hopefully they'll let me dump this contract so I can go back to a real ISP 

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Moderator
Moderator

That's disappointing to hear @weeblewobble 😞

Please let us know if your new router helps get you up to speed. If not, I've sent you a private message with details on how to get in touch; one of our Broadband Specialists will be happy to look into your speeds for you. 

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1: Seeker

Hi, I’m another with the same experience. Have tried all the Wifi settings, Speedtest, Ethernet connection with Wifi off. I moved from Virgin 6 months ago and it’s been terrible.. my contract is another year and so far I have probably spent 10-12 hours on the phone/chat or running tests. I’m curious how you get the ‘month to fix’ and then you can cancel? Every time I call them they say the sync speed is exactly 80.0Mbs (I am on Suprfast 2, which guarantees Sounds they can claim they are fulfilling their guarantee even though my experience is bad (today getti9ng 10-20Mbs). What grounds are you using for cancelling the contract after a month?

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2: Seeker

We moved from EE to Vodafone and had nothing but problems. They called Openreach out to our house 4 times and still did not resolve the problem. We eventually got them to release us from our contract and moved back to EE where we have had no problems. Everyone at Vodafone was very helpful but the reliability of the line was atrocious. 

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2: Seeker

I'm having similar issues too. I have made 2 complaints to Vodafone with no reply so far.

Paying for Superfast 2 but never get above 40Mb/s download and most of the time during hours where you actually use the Internet, less than 16Mb/s. Supposed to be a minimum of 55Mb/s but my Netgear D7000 shows a Link Rate of 49Mb/s. They are clearly in breach of their contract but nobody is interested.

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Moderator

Hey @Steveboy and @dingariley, I appreciate that you're both experiencing poor service and I'd like to look into your issues.

 

I've sent you both a private message with details on how to get in touch.

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13: Advanced Member

what was the outcome of this issue 

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4: Newbie

I don’t know what happened with the OP. I ended up leaving and joining BT. Have had consistent 78mb download speeds since I switched. The reason I joined BT is because they pay off the contract to Vodafone. Wish I’d never switched from EE in the first place. The cost with EE was about the same as Vodafone but with speeds of BT. I think the problem is the routers that Vodafone supply.

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9: Established

@bullhed wrote:

I don’t know what happened with the OP. I ended up leaving and joining BT. Have had consistent 78mb download speeds since I switched. The reason I joined BT is because they pay off the contract to Vodafone. Wish I’d never switched from EE in the first place. The cost with EE was about the same as Vodafone but with speeds of BT. I think the problem is the routers that Vodafone supply.


Until I moved house to here almost three years ago I had only ever been with NTL/Virgin on cable (many years).   Here, there is no cable so I chose EE FTTC and had a great experience - not a single call to support or customer services until the end of the first 18 month contract and the expected price increase.

 

A quick call got the price reduced to what I had been paying and again, all was well until October 2018.  I came home from a holiday to no phone and no broadband.  The same day I got a sorry to see you go text.  EE maintained that another ISP had taken over the line, OfCom said EE had ordered the disconnect and no other ISP was involved.  

 

I lost my my phone number but EE sorted out a reconnect (new account) and compensated me for the inconvenience etc.  As it was a new account I voted with my feet and changed to Vodafone in the new account cooling off period.   I believe somebody at EE made a keyboard error with phone /account number which resulted in the wrong customer being disconnected (me), which would account for there being no welcome to or sorry to see you go letters ten days before the event.

 

Off to Vodafone then.  Transfer date and correct phone number (xyx151) to be ported was confirmed by Vodafone and then cancelled by EE.  Second transfer date then confirmed but I didn't read that letter... wrong phone number (xyx159).

 

Outcome:  

wrong phone number, crap modem, modem replaced with identically crap modem, endless uncommanded wifi device disconnects / reconnects,  DSL disconnects/connects, waste of time live chats, waste of time support calls, unusable wifi, waste of time time complaint resolution calls, the most appalling indifference (to the point of rudeness) in my local Vodafone store, billed for the delivery of the replacement crap router, told my home network was the problem (despite it being the same as with EE), told too many wifi devices, too many wired devices and so on.  Told I'd have to pay over £200 to exit VF contract etc. etc.

 

Today I got a letter confirming I can leave with no early exit fee.  I am seriously considering a return to EE where I had thirty months of faultless broadband service .  A modest reduction per month and a cash contribution towards a decent third party modem/router may have swung it for me to stay with VF as I really don't want to be chopping and changing ISP - I just want the service I pay for but in this instance a change of ISP is the best outcome.

 

In the interests of fairness and balance.  

  • Up to seven wired devices connected via an eight port switch to a LAN port on the VF Router always worked faultlessly
  • Speed was never a noticeable issue but I don't stream video or play online games.
  • More latterly even the wifi settled down.

Questionable:

  • Suddenly went from an event log so full and busy you wouldn't want to be buying the paper and toner needed to record it all on paper to just a few entries per day once the dsl disconnects have been stripped out.

If you can't see and evidence the events you can't use it as a basis for complaint. 

 

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