Help with how to get problem across to Vodafone

tw0nk

Hi All,

I'm hoping someone can give me some help please.

Got Vodafone Simply broadband installed to house on new phone line. On the up to 25MB package. First 24 hours, fantastic, 21-23 meg speeds with <10ms latency and was very happy.

Almost 24 hours later I noticed Im now down to 10-11 meg speeds and 50ms ping, I ring up support and they tell me my profile was reduced, so they put it back up and ask me to restart my modem, I do so and Im back to 21-23 meg speed, happy days.

24 hours later, back to 11 meg, reset router back to 23, the process keeps happening every 24 hours and its a pain in the ass having to restart router each time.

The stats I'm getting on the Huawei HG658c router they gave me are as follows:

Line standard VDSL2
Channel type
None
Downstream line rate (kbit/s) 13006
Upstream line rate (kbit/s) 7167
Downstream attainable data rate(kbit/s) 13528
Downstream SNR (dB) 7.7
Upstream SNR (dB) 10.5
Downstream line attenuation (dB) 22
Upstream line attenuation (dB) 9.5
Downstream output power (dBmV) 11
Upstream output power (dBmV) 7.2
Downstream CRC 2
Upstream CRC 0
Downstream FEC 25542
Upstream FEC 57


Could anyone please help me figure out how to get problem resolved with Vodafone? thank you very much for any help you can provide.

ED E

Line is faulty/bad install. They need to send KNN back to you to fix it. Tell them to send it to eir.

Assuming you didnt move the modem from the master socket.

tw0nk

thanks ED E, is there anything in the stats I posted above I should specifically reference to them when I ring on phone?

ED E

You shouldnt have to tell them how to do their job. That said, sometimes you do.

Line is ~1600m in length, there's two options there:

A. Go by the book and set it to 12 Down 1 Up like eirs documentation dictates. Tell you to live with it.

B. Take the initial prequal value of 25Mb as an indication that the line was thought to be better (as does nice enough US) and send KNN for a second run at it.

If you're lucky they'll get you up onto a 15_3 or 18_5 stable profile I'd say.

tw0nk

thanks ED E ill ring them in the morning and request a callout