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Other broadband queries

probably the worst broadband ever

Anonymous
Not applicable

i've had enough the provide service is unusable at times, its so laggy i give up and just use my o2 4g on my mobile as itis faster than my 76m dsl so i ask vodaphone to Please release me let me go as your service is far to slow...

 router conection details

 Downstream            Upstream                
Actual Rate79997Kbps19999Kbps
Attainable Rate80402Kbps28005Kbps
Path ModeFastFast

 

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81 REPLIES 81
Anonymous
Not applicable

 

ive jumped throug hoops with customer services it go like this..

1, your not using our router, so i reconect the vodaphone router and suprisingly it make no differnce

2. repetedly told to preform reset the router

3. told it as i have a static ip address

4. told the issue is down to using my own router

5. told to run mulitpull speedtest through out of the day....

6. i just give up i have a life and a job, i just need working internet.

 

just reading post on the first page and they are all speed related..... and there are more on other fourms

 

https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/Live-stream-on-Twitch-incredible-lag-freez/td-p...
https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/Local-server-has-been-chaged-in-my-city/td-p/26...
https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/slow-speeds-on-fibre-76Mbps/td-p/2581665
https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/Unusable-not-fit-for-use-broadband-service/td-p...
https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/Minimum-speed-con/td-p/2618266
https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/Vodafone-throttling-WiFi-and-Ethernet-speeds/td...
https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/Broadband-speeds-unacceptably-slow-in-the-eveni...
https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/Incredibly-slow-broadband-getting-nowhere-with-...

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Anonymous
Not applicable

please let me out of my contract......

 

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Anonymous
Not applicable

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im just sad :-(

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Moderator (Retired)

Hey @Anonymous,, sorry you’re having problems with the speed of your service.

 

We can’t see any stats when your use your own router, so our customer service team would always ask you to change to our router for testing purposes.

 

Have you actually spoken to our Tech2 team about this? If so, what have you been advised?

 

Blair

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Anonymous
Not applicable

Yes on more than one occasion, the service is rubish and by the posts on here im not the only one with issues i just want to leave and go to a provider that can provide a reliable service, please let me leave without penalty

 

i have never used a ISP supplied router with another ISP and i think since i first connected to the internet some time in the early 90's i have nerver had to talk/compline about an isp as much i i have with Vodaphone.

 

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Anonymous
Not applicable

the issue is once i hop on the the VP network it all gos to ****.  people in the house are just complaing about the dissconections to servers but the router syat the DSL has not dissconnecd......

 

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Moderator
Moderator

Thanks for getting back to us @Anonymous. So we can securly access your account to take a look into your speeds for you, I've popped you a private message over with details on how to get in touch.

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Anonymous
Not applicable

If i belived they woud do more than tell me to pulg in a th VP router and then reset it 20 times and be supprised it didt fix the peorblem. the issue is the core network not the connection from my house to the cab 20mtrs from my house.....

 

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Anonymous
Not applicable

this is frustrating, you get a PM with a link to click with a refernce code and you have to fill in boxes to identify yourself and then you get an email asking for moreinfomation, im startig to think all that vodafone's support team just try to send you around the houses to frustrate you i to giving up and stop complaining as they know there is no way they will beabe to fix your issue......

 

Slow speeds are never fun, so we understand how frustrated you must be feeling.

 

We’d like to take a look into what’s going on, so we can do this please confirm:

  • Your full name
  • Your last bill amount
  • Your registered email address
  • Your registered alternative contact number

 

Once received we’ll be able to investigate your speeds and be in touch.

 

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Moderator (Retired) Joe
Moderator (Retired)

@Anonymous I can promise you that this is not the case. We do want to get this issue resolved for you. As soon as we need to go in to account specific information on the forums, we ask you to contact us through the email link. This is so that all your account details are secure and not displayed to the general public. Please reply to the message and one of the team will get back to you as soon as we can. Joe

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2: Seeker

With respect @Joe Since getting Vodafone broadband in December, I have had to call the tech team more than with any other service I've ever had. The router is basically awful and the service can be spotty and frankly substandard. I've had to give up on using the 2.4ghz from the vod router completely - it just doesn't work. I ended up using my old sky router as an access point and now get 30mb instead of 6. The 5ghz, when it works is ok. Luckily my main machine is wired and that seems ok but often just stops.

@copex isn't the only one with problems with your services.

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Anonymous
Not applicable

@joe  - email is unsecure.

 

my internet connection didnt drop but the web chat dissconected, so vodaphone say the issue is down to using my own router, as the vodaphone router is sepical and has magic powers to keep you conected and runing at full speed. (is just so they can keep telling you to reset it repeatedly)

 

notdissconection.png

 

Question: Can is use my own router?

Answer:

It may be possible to use your own router with Vodafone Broadband. In order to do this, you’ll need: 

  1. An Openreach approved router 
  2. The router username and password (PPoE), which can be provided to you by our customer services team. You can contact them using the button at the end of this answer.

If you’re a Gigafast Broadband customer, you’ll only be able to access our phone service with the Vodafone router supplied at installation.

 

Get out clause:

Please note: We're only able to provide full support and diagnostics to customers using Vodafone routers. We’ll do our best to support you if you use your own router, but you may be asked to connect your Vodafone router so we can run diagnostics to resolve any future faults you may have – so please make sure you keep it somewhere safe.

Refernce:

https://support.vodafone.co.uk/Vodafone-products-and-services/Broadband/Vodafone-broadband-router/95...

 

is my router approved?

 

yes

 

VDSL Compatibility:

Refernce:

https://www.draytek.co.uk/products/business/vigor-2862vac#specification

 

@vodaphone im sorry your services is ******* **** !@:!@~!(*!&".......

 

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Moderator (Retired)

It’s disappointing that you’re not happy. We really do want to help @Anonymous

 

We need customers to use the provided router while we’re running diagnostics tests. When your own router’s connected, we can’t see it, or access it. This means there’s quite a lot of detail missing from our test results.

 

Blair

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Anonymous
Not applicable

 

before i joind Vodaphone Broardband i ask more than once two question.

 

1. can i have a static IP address.

2. Can i use my own router.

 

I was assured that i was able to have a static ip address and i could use my own router, my router was returned to vodaphone after i was refunded for it, so im now been told the opisit of what i was told before signing up and during signing up, and after singing up, so dose this put vodaphone in breah of contract?

 

i think i have posted enough of posting spped tests as the rusluts don change :-) i was trying to install discord, just look at the super fast download speeds **lmao**

 

:~$ snap install discord
Download snap "discord" (82) from channel "stable" 21% 29.1kB/s 64.2merror: cannot perform the following tasks:
- Download snap "discord" (82) from channel "stable" (net/http: request canceled)

droped the conection conected to 02 4g and 2 mins later........

:~$ snap install discord
discord 0.0.5 from Snapcrafters installed

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Highlighted
Anonymous
Not applicable

Yay YouTube....... last night

 

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4: Newbie

Search for the Ofcom 2015 Voluntary Code of Practice around broadband speeds, especially around the 4th principle (Managing customers' speed related problems).

 

It essentially says that as soon as you've logged your complaint regarding speeds, Vodafone need to either rectify the problem, or offer you the opportunity to leave your contract penalty free. 

 

Vodafone give themselves 28 days to rectify any issues, see here: https://www.vodafone.co.uk/cs/groups/public/documents/document/broadband-speeds-vcop-consumer.pdf

 

Within that pdf it talkes about the access line speed, but Ofcom's policy is the speed you experience and if you've tried everything that Vodafone have suggested (their router, wired in, using their suggested speed test site) and you're still experiencing slow speeds, you're within your rights to leave you contract, penalty free. Vodafone might not offer that, and will argue that your sync speed is above the minimum guarenteed access but that's irrelevant and is clear in para. 36 a ii.

 

Have a read, I think you'll find your exit route.

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Moderator (Retired) Joe
Moderator (Retired)

@Anonymous You can use your own router but if we need to do any diagnosis to look in to any issues, we need to use the Vodafone router for the fault ticket. This allows our Tech 2 team to investigate your issue in full. Joe

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Anonymous
Not applicable

 

i dont have the VF router as in my previous post it was returnd as i was told i dint need it...........

 

its just a get out clause for providing a [Removed] service.....

 

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MOD EDIT: This post has been edited to remove inappropriate content please see Community Guidelines]

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Anonymous
Not applicable

today.... You maynot plaly your game.....

 

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