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Vodafone UK’s Speed Guarantee Vanishes from Broadband UPDATE

Friday, July 3rd, 2020 (7:54 am) - Score 10,387
Vodafone UK 2016

Fixed home broadband customers of UK ISP Vodafone have been quick to spot today that the provider’s “Ultimate Speed Guarantee” (primarily focused on their “superfastFTTC packages) has suddenly vanished from the operator’s website. The feature gives a discount when the connection goes too slow.

The speed guarantee was first launched in February 2018 (here). Back then it promised customers would benefit from a guaranteed minimum download speed (i.e. “sync speeds” to the router, not over WiFi etc.) of 25Mbps on the Superfast 1 (35Mbps average download) package or 55Mbps on Superfast 2 (63Mbps average download), but if they didn’t receive this then a 15% discount would be applied (once per month) until the issue was fixed.

Despite briefly running afoul of some advertising rules (here), the offer was an attractive part of Vodafone’s promotion and until this week it was still being mentioned on their website. Unfortunately their speed guarantee page suddenly vanished toward the end of this week and the feature is also no longer mentioned on their packages.

At the time of writing we are currently waiting for Vodafone to clarify why the feature has been removed, although ISPreview.co.uk understands that existing customers should still be eligible for this over at least the next month, although it’s unclear how long that will last. Meanwhile it’s obviously no longer available for any new subscribers. We will update again later once the operator has responded.

UPDATE 1:36pm

A spokesperson for Vodafone has informed ISPreview.co.uk that “we aren’t removing the guarantee – it’s absolutely still part of the proposition“, even though they don’t seem to be publishing that fact to new customers right now. Apparently the provider is instead working to simplify their marketing, but in practice we aren’t yet sure exactly what the result of that will be.

Leave a Comment
16 Responses
  1. Avatar VFBB says:

    The more FTTC connections per cab, the more crosstalk = slower speeds potentially?
    This slowdown can affect any customer on any provider though?

    Also noted the price has increased slightly (£2) on VF Superfast 2
    AND the minimum term (for any package) is no longer 18 months, but now a 24 month contract.

    Anyone aware if Voda will launch FTTP over OpenReach anytime soon? Thanks!

    1. Mark Jackson Mark Jackson says:

      Yes I’ve mentioned the 24 month terms before. As for OR FTTP, I can tell you we know some staff that are on it at Vodafone and it may be possible to say more in the next few weeks, but they’re being a bit coy with the launch plans.

    2. Avatar RR says:

      Their Cityfibre/Gigafast prices have gone up a bit also, top 900Mb upto £52 from £48, which is itself up from a low of £40 at one point this year (exc any apple tv packages).

  2. Avatar MAX says:

    OR should put dsl checker online what are the minimum speed (when cabinet are full capacity) on clean A

  3. Avatar ROBERT RAYMOND says:

    My min guaranteed 35m d/l since Nov 2018 went to <10m at times recently. When I spoke to customer services I just got the predictable guff about "unprecedented circumstances". Pointless changing ISP ' cas I'm sure no better with the rest of them. Just another case of worthless promises broken, followed by " so what ".

  4. Avatar Dave Scott says:

    I am so looking forward to City Fibre or Openreach coming to Fife in near future. Because Full Fibre FTTP you don’t get crosstalk no interference what so ever.

    1. Avatar Jordan says:

      Yeah i see openreach building FTTP in my area so im happy, i checked on they website to which is says FTTP 1gb coming to your area!

  5. Avatar dave says:

    I got Vodafone broadband (the business variant) installed recently.

    Because I wanted the router in an upstairs room, out of necessity I replaced the short DSL cable (labelled “Internet”) with a 30m cable.

    I was quite surprised to see download speeds increase by 5Mbps and upload (the attainable rate, because I was already close to the 20Mbps maximum) by about the same. In fact, I did notice a similar effect when I did the same with my BT broadband router, however the improvement there was more like 1Mbps.

    If you have Vodafone broadband and want a few more Mbps, try replacing the included DSL cable with something of better quality.

  6. Avatar Jax says:

    I’m benefitting from the discount but TBH would prefer to be getting the correct speed and have no streaming buffering. I believe I’m entitiled to change ISP as it’s been at least two months now, but shall wait & see.

  7. Avatar Buggerlugz says:

    “it’s absolutely still part of the proposition.” Don’t exactly fill you with confidence does it?

  8. Avatar Aleksandr Metslov says:

    Hmm. Could it be a consequence of checking – if majority of contacts are at the beginning and therefore guaranteed to stay with Vodafone and later on, when majority of contacts end, Vodafone will likely advertise guaranteed speeds again to attract more customers?

  9. Avatar Philip Cheeseman says:

    I got it when I signed up on Thursday. Only reason I picked Vodafone as my line is supposed to be up to 36 but I’ve only seen 20 with EE which is just above the minimum for handback. At least then I’m paying less for a lesser service and Vodafone might try and fix it…

  10. Avatar Rob says:

    What a load of crap. Our connection is slow all the time, but apparently it’s measured on line quality, even if I am only get 3Mbps. Don’t trust anything they say.

  11. Avatar W brown says:

    My Broadband fibre 2 is supposed to be a minimum 63mBps, but over the past 6 weeks it appeared to deteriorate to the worst ever at 2.5 mBps. I demanded after several attempts contacting them to fix it. They sent an Open Reach engineer out next day. he told me he had sorted it and I was now back yo full speed. Not having time to check straight away the engineer had left when I discovered my speed was 27.7 down and 20 up, still less than half of what I am paying for. I tried phoning again but gave up after being on hold for two hours. Eventually I got an online char rep who said they were still working on it buut I can claim a 15% discount off my next bill! Are they having a bloody laugh???? Not even getting 50% of what I am paying for and they offer 15% off a months bill of £34. I am giving then until Monday morning 31st August and if its still not fixed I am cancelling the direct debit!

    1. Avatar Neil Thompson says:

      I’m in the same situation. I was getting 72.5mbps but then dropped to 49 overnight. I complained and the agent told me i should be only getting 44. low and behold when i came off the phone and checked again it was down to 44. Been on the support for the 3rd time this week and its now at 42. I’m on Superfast 2 and at the time they had a guaranteed speed of 55 which now seems to have disappeared from their site.
      Absolute con and think I have been intentionally slowed down after 3 mths.

  12. Avatar Danie says:

    Hi All, would like to share my experience with all this.

    I have been signed up to the superfast 2 package for the last 12months. Till now the line has never been able to reach its “min gaurenteed speed” of 55mbs. Rightly mentioned they have seemed to remove that advertisement on their website and I have proceeded to cancelling my contract.

    For those having internet issue, might I suggest going mobile.

    With the new 5G improvements which also causes the 4G networks to benefit from this and reaching their true theoretical max of 150mbps (for the 4G/LTE networks).

    My plan is to buy the Voxi (Vodafone spin off) unlimited plan (£30) and then buying the HUAWEI 5G CPE Pro device (£400) for the house. This device is not needed if you are not planning to use the 5G network, else you can do with a normal 4G router (make sure they can take the sim card) on Amazon and get great speeds. If you want to test your speed, run a speed test on your phone (while on mobile and not wifi) and then you can get an idea of the speeds you can get at home if on mobile.

    Good luck with all this and fingers crossed my cancellation tomorrow goes smoothly. You have to contact a seperate department to get out of the contract.

    Cheers all

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