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Standard User mbames
(member) Tue 04-Dec-18 15:50:33
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Terrible tech support


[link to this post]
 
VF have an obvious slow down issue in my area in the evenings.

Raised a support ticket (about 2 weeks ago), which has required me to so all the chasing. Their tech2 team say the line is fine, syncing good (which I agree with), and that the problem is with my network port or Ethernet cable (I didn't realise these were scared of the dark), and that I need to swap my network cable and ports over to restore speed.

Weird how it works during the day, but not at night.

I've got very little option, but to play along with this stupidity, even though I have switched from my draytek kit for their manky black box.

Vodafone Fibre (Superfast2 - 80/20), Draytek 130, DrayTek 2925, DrayTek AP-910c x 2
(Gone but not forgotten: AP-700, 2820n x 2, 2800vg, 2800, HG612)

Speedtests:
ThinkBB - Mini | ThinkBB - Full | Speedtest.net
Standard User Michael_Chare
(fountain of knowledge) Tue 04-Dec-18 19:21:04
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Re: Terrible tech support


[re: mbames] [link to this post]
 
Ask them to check the contention on the backhaul from the exchange. If there is significant contention they may release you from your contract. There is a thread on the Vodafone community forum about someone who managed to do this.

Michael Chare
Standard User mbames
(member) Tue 04-Dec-18 23:18:01
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Re: Terrible tech support


[re: Michael_Chare] [link to this post]
 
I've tried. They refuse to accept there is anything wrong. "Everything is green" they say

speedtest @23:15


When I first signed up they had terrible contention issues, but there were resolved, and here we are a year later and they are back. I guess they really do their best to thin provision on their exchange upgrades.

Vodafone Fibre (Superfast2 - 80/20), Draytek 130, DrayTek 2925, DrayTek AP-910c x 2
(Gone but not forgotten: AP-700, 2820n x 2, 2800vg, 2800, HG612)

Speedtests:
ThinkBB - Mini | ThinkBB - Full | Speedtest.net

Edited by mbames (Tue 04-Dec-18 23:24:06)


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Standard User Bryer
(experienced) Sun 09-Dec-18 21:56:33
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Re: Terrible tech support


[re: mbames] [link to this post]
 
Their router fried my connection, been trying to get them to reset the DLM etc, but to no avail. They refuse to acknowledge my issues and I can't claim a refund as I won't use their rubbish router.
Standard User mbames
(member) Mon 10-Dec-18 12:02:31
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Re: Terrible tech support


[re: Bryer] [link to this post]
 
They are sending me a new router, I guess this one might not be scared of the dark..... I only use their router for the purposes of troubleshooting, and then switch back to my own kit.

At one point I had the VF router planned into a WAN port on my my router... that confused tech support as they could only see one device attached smile

Vodafone Fibre (Superfast2 - 80/20), Draytek 130, DrayTek 2925, DrayTek AP-910c x 2
(Gone but not forgotten: AP-700, 2820n x 2, 2800vg, 2800, HG612)

Speedtests:
ThinkBB - Mini | ThinkBB - Full | Speedtest.net
Standard User Bryer
(experienced) Tue 11-Dec-18 07:07:45
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Re: Terrible tech support


[re: mbames] [link to this post]
 
Yeah they aren't really tech support to be fair. They seem to be script readers that are putting scenarios into the system and it spits out the answer.

Like I've said, I've point blankley refused to connect their router back on to my line as it's faulty to the point the sync went from 76700 to a capped download of 54999 which pushes me below the minimum requirement.

Yet they won't refund me as I won't use the Vodafone router, they won't send me another one until I connect the old one so they can see the fault, but if I connect the old one, DLM will kill my DL even further and they won't reset it.
Standard User mbames
(member) Tue 11-Dec-18 22:08:06
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Re: Terrible tech support


[re: Bryer] [link to this post]
 
I am sure that you could mmm, cause some electrical issues with theirs so it won't connect at all..... or just tell VF you have connected it and it won't even sync on the line & that it must be faulty.

Vodafone Fibre (Superfast2 - 80/20), Draytek 130, DrayTek 2925, DrayTek AP-910c x 2
(Gone but not forgotten: AP-700, 2820n x 2, 2800vg, 2800, HG612)

Speedtests:
ThinkBB - Mini | ThinkBB - Full | Speedtest.net
Standard User ukhardy07
(knowledge is power) Wed 12-Dec-18 01:07:29
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Re: Terrible tech support


[re: Bryer] [link to this post]
 
Turn internet off entirely.
Call Vodafone "my glorious vodafone router has no lights and will not turn on."
Follow script, each time stating there are still no lights and it is not turning on.
"this is awful I have no internet from my wonderful vodafone box"
Replacement will follow shortly. smile
Standard User mbames
(member) Wed 12-Dec-18 17:17:13
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Re: Terrible tech support


[re: ukhardy07] [link to this post]
 
When the internet is restored via a shiny new VF blackboxofdoom (tm)

Performance willstill be rubbish!

https://www.thinkbroadband.com/_assets/speedtest/but...

Vodafone Fibre (Superfast2 - 80/20), Draytek 130, DrayTek 2925, DrayTek AP-910c x 2
(Gone but not forgotten: AP-700, 2820n x 2, 2800vg, 2800, HG612)

Speedtests:
ThinkBB - Mini | ThinkBB - Full | Speedtest.net
Administrator MrSaffron
(staff) Wed 12-Dec-18 18:30:25
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Re: Terrible tech support


[re: mbames] [link to this post]
 
There has been a discussion with provider over that our results show, i.e. the single versus multiple looks bad each month, said it as it was

No big changes yet, if Gigafast has similar performance lots of people will be upset

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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