Vodafone-NBI: High latency every evening

dahak

Having a latency issue with Vodafone FTTH over NBI and I'm hoping to see if this is a widespread issue with Vodafone or something with the setup.

Using a Unifi Gateway (UXG Lite) connected directly to the NBI ONT (not using the Vodafone Modem).

Noticed on the controller dashboard over the past few days that been latency spikes each night and looking through the logs it seems like it's happing nearly every evening, and started in early June.

Generally between 20:30 and 21:30, the controller reported latency goes from 13ms, up to 150-250ms for anywhere from 30 minutes to 2 hours and then goes back to normal.

Is this a widespread issue with Vodafone?

mossie

https://www.boards.ie/discussion/2058368191/vodafone-nbi-high-latency-every-evening

I had an issue last night with Vodafone on NBI where I was getting less than 100Mbps instead of my usual 900+. Lasted from around 8pm (at least that's when I noticed it) until 11pm. Ping seemed fine just very slow speed.

pacman114

Have had this issue for the last few months…also with Vodafone via NBI. It’s very annoying!

Also using a Unifi gateway but have put back in the Vodafone gigabox and it still happens. A reboot of the ONT or gateway resolves it but it’s really annoying…internet is almost unusable between 9 and 10 or so. LAN connectivity is fine it’s just the WAN that has the high latency.

Have reported it to Vodafone but no resolution has been found. Tempted to move supplier over it. If you find a solution please update!

heavydawson

https://www.boards.ie/discussion/comment/122599528#Comment_122599528

@pacman114 @mossie I'm assuming its unlikely you're in close proximity to one another so was wondering if it might be Vodafones DNS servers? Are you using Vodafones hardware and/or their own DNS servers or have you configured Vodafones/Your-Own router to use custom DNS servers?

pacman114

I’d say it’s unlikely. I have tried Google and Clouldflare DNS on the WAN interface with my Unifi box. The DNS servers are not changeable on the WAN of the Vodafone gigabox. Same issue exists regardless…

it’s an annoying issue that obviously is affecting more then one user…at least it seems to be a Vodafone issue. Might look to move to Eir but really don’t want to!

mossie

https://www.boards.ie/discussion/comment/122605891#Comment_122605891

Using my own DNS. It seems to have been a one off with me last Sunday, fine since then.

naughto

https://www.boards.ie/discussion/comment/122605994#Comment_122605994

Is there no other option available

Dero

This is strange. I'm with Digiweb on NBI and I've been noticing the same thing. I never paid much heed to it because it didn't affect the connection - i.e. it went from excellent to very good for a couple of hours in the evening. I decided to track it a bit more after seeing this thread, but lo and behold, it hasn't happened since. Maybe some piece of NBI kit was struggling and got upgraded.

pacman114

Still happening me most evenings unfortunately…even causes buffering in the evenings which is really annoying! At least a reboot of the router resolves for the day.

mossie

https://www.boards.ie/discussion/comment/122612497#Comment_122612497

I have an issue again tonight. Ping is fine - 9ms but download is at 15% of normal.

pacman114

Is still an issue for people in the evenings? Still having this issue on Vodafone NBI

mossie

https://www.boards.ie/discussion/comment/122672996#Comment_122672996

Occasionally but not every evening. Maybe twice in the last 10 days.

Mikhail Reznov

I've just got my NBI connection installed with Vodafone and I'm also having weird issues on the first night and second night of use. Between 8-10 pm ish I started having micro lags ingame which looked like packet loss since I didn't see the ping spike. The download speed also was hitting around 280-500 where I usually max out 940/114 every other time. I tried contacting customer service but all they say is that my order is still "open" so my speeds will be in and out which makes no sense at all. It only seems to happen at that time like yourselves. Rebooting the router via the settings menu is the only thing that worked. If I just press the button on and off on the router issue persists. Clicking reconnect on the fibre line tab also doesn't work.

pacman114

https://www.boards.ie/discussion/comment/122689984#Comment_122689984

Same thing is happen to me almost every evening. Did you report to Vodafone?

Whocare

Recently got fibre broadband Vodafone nbi and went it was first Installed about 3 weeks ago I getting speed test of nearly 500 now tonight it hopeless 64 like what happing?

Whocare

It gone pure rubbish

Mikhail Reznov

@pacman114 Yeah we did but they gave me a silly answer like because my TV box hasn't arrived yet and order is still "open" "the speeds will in and out". Doesn't really make any sense considering I get full speed every other time of the day. The only fix is rebooting the router via the settings button. Nothing else seems to fix it.

@Whocare If you haven't already tried this. The fix for me is going to 192.168.1.1 - logging in - going to settings - then hitting reboot device and that usually fixes it for me. But we all should definitely report it and complain.

pacman114

https://www.boards.ie/discussion/comment/122697149#Comment_122697149

I'd suggest logging a formal complaint here:

Make A complaint Here | Vodafone Ireland

I did it and got a generic reply but at least it's logged. Their reply contained the following:

____________

We want to assure you that we are addressing your concerns and would like to clarify a few points regarding the situation:

1. The current issue is related to infrastructure, which means that your internet speed may fluctuate based on the usage of other connections in the same cabinet.
2. Since this does not involve the fiber optic lines or our equipment, we may not be able to escalate this for a technician visit.
3. We understand this is frustrating, and as part of our commitment to you, we can place you out of contract should you decide to switch providers, allowing you to move without any termination charges.
4. Additionally, mobile broadband remains an option if you are seeking an alternative solution for the time being.

___________

All of which are bad options. Not sure if they are admitting there is a fault and are looking into it. But as you said there is nothing wrong with the fibre connection as it is perfect during the day. Issue is with their backend at peak times. Maybe an ISP change is the only solution.

Mikhail Reznov

I'll do the same and see if it helps. I don't appear to have issues with latency but mainly download speed will drop off at that time and I have to reboot the router to fix.

pacman114

Maybe don't bother, they don't consider it an issue at their end! Reply from their complaints department:

While we understand this is a concern, it is important to note that this issue is not related to hardware or technical faults on our end. It is primarily influenced by the level of demand on the internet connections to the cabinet during peak usage times.

We have previously addressed this matter, but unfortunately, we are unable to provide a specific resolution or service level guarantee at this moment. However, we would be happy to explore alternative solutions with you. Please review the options outlined below, and let us know if any of them meet your needs. We are here to assist you further.

Thank you for your understanding.

Kind regards,

Glaceon

You'd be better off switching ISP in my opinion. Sounds like Vodafone can't get their act together.

pacman114

https://www.boards.ie/discussion/comment/122700530#Comment_122700530

Agreed. From looking at the Sky forums they seemed to have a similar issue recently and it seems they have resolved it.

mossie

Mine had generally been ok for the last couple of weeks but it's very dodgy tonight.

eronayne

where about are people impacted ? Is it a couple of pockets like Sky had. Or more widespread?

bewareofthedog

I was with vodafone once, nothing but similar problems. High latency/low download speeds. I complained everyday and they eventually left me out of the contract. IMO they have the worst internal network in Ireland and their support is one of the worst. I would be looking at changing ISPs its not worth the heartache.

Mikhail Reznov

I'm getting about half the speed on the 2gb package from 8-10 as well. Rebooting doesn't even fix it anymore and neither does reconnecting the fibre from reset connections settings. Vodafone.

mossie

Really bad tonight. Watching Springsteen documentary on Disney went down 4 times - no internet. Now updating a game in Xbox estimated time 3 hours 12 minutes for 46gb.

pacman114

Mine was ok last night but terrible the night before. Vodafone complaints got back to me to say there is no issue on their side and that my speed tests were fine (despite the 300+ ms ping on the WAN)

Have signed up to Pure with the switchover to happen next week hopefully!

mchief

I logged a formal complaint 2 weeks ago with Vodafone. Long story short, they called back today and acknowledged there was a network issue. They could escalate but advised that it could take a long time to fix or, they'd release me from contract with no penalties. I'm out of contract in 3 weeks so opted for that, as I have digiweb lined up. They also credited my account.

pacman114

Switched over to Pure from Vodafone over this. Switching was seamless and Pure have been great to deal with.

Best of all is the high latency has completely disappeared for me in the evenings! For anyone sticking with Vodafone, they won’t fix this issue…it had been going on for me since February. I’d be switching ISP as soon as possible

Whocare

Anyone had this problem vodafone fibre completely not working last two evenings in morning working again 🤔 it a completely Disaster fibre broadband

mossie

Half speeds for me this evening. Rebooted the router but no change

mossie

And again tonight. 68mbps on a 1gbps connection ping rates double normal and packe loss over 10%. Will report tomorrow

pacman114

Vodafone are incapable of fixing unfortunately…they claim there are no issues. You need to switch ISP. I have had zero issues with latency since moving to Pure

6ms ping times on the WAN at all times, excellent service so far

purifol0

https://www.boards.ie/discussion/comment/122825023#Comment_122825023

How is this test performed? Packet loss should be 0% unless you were testing via wifi, or the server you are connecting to is having issues on their end.

mossie

https://www.boards.ie/discussion/comment/122825078#Comment_122825078

Testing directly from hard wired PC and various servers. Just drops off completely between 7 and 10.

mossie

https://www.boards.ie/discussion/comment/122825058#Comment_122825058

I've only been with them for 5 months, so I'm still in contract.

pacman114

https://www.boards.ie/discussion/comment/122825766#Comment_122825766

Fair enough. Luckily I was out of contract…

You might be able to leave penalty free if you submit a formal complaint

mossie

Just been speaking to them. They claim there is no issue and that the drop in speeds is "normal for the time of day and week". They are giving me a €5 credit for the inconvenience. In contract until 3/7/25, €368 to terminate the contract.

Dero

https://www.boards.ie/discussion/comment/122773388#Comment_122773388

@mossie I think if I were you I'd be doing the same as mchief and getting away from Vodafone as early as possible. I seem to remember you were one of the long suffering Imagine customers hostages, so you shouldn't need to put up with more grief with FTTH.

dam099

https://www.boards.ie/discussion/comment/122826582#Comment_122826582

It’s not normal, my contract summary states the following on speeds

Speed of Internet and Remedies Fibre Broadband: Vodafone will commit to delivering the maximum and normally available fibre broadband download speeds above 90% of advertised speed. Your rights: If, having gone through our assurance process, we find it is not possible to fix you may choose to exercise your rights as set out in the detailed terms and conditions.

Assuming yours is similar the occasional dip below 90% might be ok but consistently going down 50% plus does not meet that standard. Make a complaint quoting the terms and see what they say, if still not satisfactory take it to ComReg.

mossie

https://www.boards.ie/discussion/comment/122826900#Comment_122826900

I was indeed one of the Imagine escapee's so it is disappointing to face more hassle with Vodafone.

mossie

https://www.boards.ie/discussion/comment/122827086#Comment_122827086

Is there an email address for this? I'm trying to find on their website but it seems to be well hidden.

pacman114

This is the link to file a complaint.

Make A complaint Here | Vodafone Ireland

They will reply but will give you the same story of "this is normal behaviour in the evening" etc

I eventually got the following from them:

We want to assure you that we are addressing your concerns and would like to clarify a few points regarding the situation:

1. The current issue is related to infrastructure, which means that your internet speed may fluctuate based on the usage of other connections in the same cabinet.
2. Since this does not involve the fiber optic lines or our equipment, we may not be able to escalate this for a technician visit.
3. We understand this is frustrating, and as part of our commitment to you, we can place you out of contract should you decide to switch providers, allowing you to move without any termination charges.
4. Additionally, mobile broadband remains an option if you are seeking an alternative solution for the time being.
5. If you choose to stay with us, we would like to offer you a gesture of goodwill—€10 off your monthly bill for the next 12 months, as an exception to help resolve your complaint satisfactorily.

They may offer free termination (i was already out of contract)

Definitely file the complaint and see if you can switch without paying the fee.

mossie

https://www.boards.ie/discussion/comment/122827602#Comment_122827602

Thanks a million for that. I've emailed them pointing out the requirement to deliver above 90% of the advertised speed and will see what they come back with.

mossie

https://www.boards.ie/discussion/comment/122827688#Comment_122827688

They have said they can release me from the contract if I wish (I do). Which is the best option to switch to?