Internet speed unacceptable (1Gbit)

[FrankDiana]

Hello, since the beginning I've had performance issues with my internet connection. It's supposed to be 1 Gb but sometimes(too oftenly) is worse than a 2000s DSL, the fastest I have obtained was somewhere between 700-800Mbits/s. Saturday night (23:00-00:00), for example the Download speed was between 3 to 7 Mbits/s, while even upload was better at 12-15 Mbits/s. That happens everyday, the connection gets lost, no matter how many times I reboot the router. 

Please I need support with this, as it's unbearable.

Thank you.

Thank you.

[FrankDiana]

Hello Fred,

I assume that with house distribution system you mean a Vodafone electrical cabinet like this one:

If so, yes, I have access to the house distribution system. Please let me know when the technician will be able to come. Thank you.

Regards.

[ERFD]

Hello FrankDiana,

We have commissioned the technician. He will contact you to arrange an appointment.

Best regards Fred

[FrankDiana]

Hello again, after the technician came, he advised to replace the coaxial cable connecting to the router. It looks like that's fixed the random down times. 

Still, upload speeds keep being really low, usually around 10 Mbit/s. Any help with that? Thank you.

Kind Regards,

[Martin59]

Hello FrankDiana

the disturbance with the upload exists permanently or only in certain times?

Best regards, Martin

[FrankDiana]

Hello Martin,

Upload speed rarely goes over 15 Mbps, so it's more than usual.

Have a look at a test speed I just did.

This is really annoying. Never having a completely satisfying service makes me think about changing ISP.

And also the fact that I had to pay 100€ for the technician, which had to come due to a problem caused by the low quality of the cable supplied with the router, honestly, I haven't had such an unpleasent service since more than 10 years ago. Chances of making up are running out.

Kind Regards.

[Claudia]

Hello FrankDiana,

in the last few days there was a problem with the return path. That looks better now, did the upload speed improve? Since the Download speed looks good now it seems the coaxial cable was the problem. As this is part of your home network the service fee was charged rightfully by the technician.

Kind regards,

Claudia

[FrankDiana]

Hello Claudia,

Well, it has to be a problem for a long time since I don't usually see speeds over 15 Mbits in the upload, and with the bad cable I had already download speeds up to 900 Mbits eventually, what it solved is the random disconnections.

Still, I disagree with you, because the cable I had to replace was the cable which was included with the modem provided by Vodafone, not anything in my home network (which is new by the way). If that's something the customer service thinks is caused by the customer, then again I have no other choice than to believe that the customer service is far away from a quality customer service. Thank you anyway.

Kind Regards.

[pRo-Marco]

Hi FrankDiana,

we can send a new cable free og charge, okay?

Kind regards

Marco

[FrankDiana]

Hi Marco,

I don't want a new cable, I already spent 10€ in a quality cable. 

What I want is not to pay 100€ for a technician which had to come to solve an issue that the cable you(VF) included with the router caused. At this point I'd only like to know if a refund is possible. Thank you.

Kind Regards,

[Martin59]

Hello FrankDiana,

since the coaxial cable is also your responsibility, a refund of the technician costs is unfortunately not possible.

Best regards, Martin