Vodafone Broadband

kaz18

Hi, we had Vodafone Broadband installed last week as the address search indicated that we could have the 910mb with a “guaranteed” 455mb speed. (Previously with Virgin on 250mb with no issues at all, so really looking forward to the increased speeds).

After installation, the Engineers confirmed the cable to router was getting approx 1Gb and left.

Since then, we have been speaking with a Vodafone CS and soo disappointed with speeds varying throughout the day/evening from 50mb to max of 300mb.

Two Cityfibre Engineers have visited us over the weekend and confirm the cable to router is fine, but speeds drop within 2 metres of the router in the house to around 200mb while they were here.

I heard nothing from Vodafone yesterday, who had made an appointment with one of their Engineers for yesterday morning and didn’t show.  So I sent an update to the issue via the App.  Later, as I’d heard nothing, I checked the app and their CS had written “as the cables have been checked and are fine, they are closing the issue log”.  This had been written within half hour of my message to them.   

I have shared with them the download speeds we are getting, with no other devices using the Wi-Fi, with browser cache & tabs clear.  

It’s been a week now and Im not happy at all.  Vodafone aren’t even considering a game my young grandchildren plays keeps freezing so I know (apart from speed checks) that there is still an issue.

can anyone give me some advice pls?  I would go back to virgin media but as an recent customer the contract doubles in price.

oldernonethewiser

From what you write Vodafone are delivering the speed expected to the property.

Is it their router?

Can you check the speeds when cabled via ethernet?

Ayr_Rage

Not all WiFi devices can handle higher speeds, it depends on what adapter they have installed.

Make sure that those that require a lot of bandwidth are connected to the 5 GHz band, but that band does suffer greater attenuation through walls as distance increases.

For gaming devices, if possible connect using ethernet cables.

kaz18

We only have latest models of iPhone and iPad each so can’t connect via Ethernet.  We and the engineers believe it to be the router that’s the problem as their devices tested the same as ours, but getting Vodafone to accept some responsibility for the router seems impossible,

oldernonethewiser

Might have to go through the whole complaints process outlined here

https://www.vodafone.co.uk/help-and-information/complaints/code-of-practice

AndyPK

Sounds like a WiFi or router problem. 

Either use a cable for gaming. (Test it ). 

Get a new router 
or booster (try and  get free from vf)

Theleak250

Buy an adapter 

https://www.apple.com/uk/shop/product/HRG32ZM/A/belkin-usb-c-to-25gb-ethernet-adapter

Only was to test for sure. If it drops only after two meters, the router is either faulty or there is interference. 

RavingMad

Try splitting the network into 2.4ghz and 5ghz via the Vodafone app and seeing if either one gives you a better connection.

over WiFi, I wouldn't think you get much over 200Mbps unless you get rid of the provided router 

iniltous

No company guarantees WiFi speeds but until you test with something connected with an Ethernet cable you don’t know if it’s a general problem with the network or a WiFi problem, FWIW, 50-300Mb is more than enough for ‘games’ , I’d be suspecting it’s something else .
Do you know ‘sync speeds’  and ‘throughput speeds’  are not the same thing , it may be true that you are connecting at 1Gb , but if there is congestion in the network it can affect your throughput speeds  even if you are connected at 1Gb .
FTTP is a shared medium, having said that the 455Mb ‘guarantee’ takes this shared aspect into account (that’s why the guarantee isn’t 1Gb) , but if you happen to have a few intensive users on the same local network as you , that could  affect the bandwidth available to you.

It could be the router , an Ethernet connected device will hep determine where the issue is , ISP generally dismiss complaints about poor WiFi as they can’t control your environment , if the problem continues with an Ethernet cable then whatever guarantees they make about 455Mb isn’t being met , so what does the guarantee provide, is it a discount on the price ?  , a penalty free right to leave ?  , presumably the guarantee provides something and if you can prove the speed on a wired device ( not WiFi ) invoke the guarantee