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Vodafone - Minimum Guaranteed Speed Halved

Valiant5405

Member
Last month my Superfast1 broadband contract with Vodafone came to an end, it had a minimum guaranteed speed of 28.7 Mbps and we would usually get over 30Mbps download speeds. I renewed my contract (now called Fibre1) and they sent me a contract with a new minimum guaranteed speed of just 5.7 Mbps. I phoned up to find out why this had dropped to such a low rate. After a 2 hour phone call, being shipped from department to department, being told that to fix the 'upgrade' I would have to be disconnected from the internet for 2 weeks, (not a feasible solution as we work from home), I finally got through to a department who retested my line and told me my new minimum guaranteed speed was 13.2 Mbps. I said this was unacceptable given the speeds I had just a couple of weeks ago. They told me to contact Openreach which I now know I can't do.

I have made an official complaint but they have said there is nothing they can do. They said I can leave the contract and go elsewhere but as they tested the line at 13.2 I will get the same rubbish minimum speed guarantee with whoever I move to. They refused to contact Openreach as they said there wasn't a fault on the line.

But I don't understand how my broadband speeds can halve (minimum guaranteed speed and speed received in the house) and there not be a fault. Vodafone will not explain anything, just tell me there is no fault and I have to live with it or leave. Am I being unreasonable or naive to expect an answer to the degradation in my speeds and to want them back at where they were last month.
 
Likely related to the BTw tester for your line showing lower estimated rates, at my address it just kept getting lower and lower over time. Although it didnt mean my actual sync speed went down with it, in fact by the time I ceased my line it was syncing at 80mbit the full rate.

Try this address checker here.


Assuming its not changed since I last used it, there will be a high estimate, low estimate and a hand back rate (lower than low estimate). The minimum they offering you will likely be much lower than the low estimate on the checker.
 
Is there time to cancel the contract renewal and perhaps go to a one-month rolling basis to give time to arrange to leave? I wonder if it's a stealth price rise by making previous things worse or it's a one-off issue.
 
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Likely related to the BTw tester for your line showing lower estimated rates, at my address it just kept getting lower and lower over time. Although it didnt mean my actual sync speed went down with it, in fact by the time I ceased my line it was syncing at 80mbit the full rate.

Try this address checker here.


Assuming its not changed since I last used it, there will be a high estimate, low estimate and a hand back rate (lower than low estimate). The minimum they offering you will likely be much lower than the low estimate on the checker.
1699300874058.webp


You are right that my guaranteed speed of 13 is a lot lower than this. I can appreciate that the rates may get lower over time but to halve doesn't seem right.
 
Is there time to cancel the contract renewal and perhaps go to a one-month rolling basis to give time to arrange to leave? I wonder if it's a stealth price rise by making previous things worse or it's a one-off issue.
I'm not sure if I can go to a rolling contract, I'm assuming if I cancel I have to move to a different provider.
 
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