System error with double data

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Archer77

131 posts

Master Geek

#139262 2-Feb-2014 22:02

Hey

I'm on ADSL with an old 200GB plan, and routinely use double data to give me 400GB. My monthly anniversary starts on the 5th of the month, and on the 22nd of Jan I used double data for this current cycle. I got home today and found my internet at a crawl. Called 777 and the CSR told me I had exceeded my 200GB, being at 317GB, so I had been speed restricted down to 64kbps. I explained I should have 400GB but he said I hadn't used double data this cycle. I said I had and asked him to check my current bill, which had double data being purchased on the 22nd of Jan. He couldn't explain why the Vodafone system had dropped the double data off but he understood that it had. All up I was on the line for over 39 minutes before he said he'd need to call me back, which he did around 10 mins later or so and had sorted it out.

That was about 3-4 hours ago and the speed restriction has been re-enabled. Currently on hold again waiting to speak to a CSR, spending what will end up being over an hour on the phone to 777 to sort out Vodafone's recurring problem isn't the way I wanted to spend my Sunday evening. Is anyone else experiencing a similar problem?

PeterReader

6019 posts

Uber Geek

Trusted

Geekzone

Lifetime subscriber

#979080 2-Feb-2014 22:02

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

Archer77

131 posts

Master Geek

#979101 2-Feb-2014 22:33

Only 36 minutes on 777 that time. The double data had an expiry for the end of the month, rather than the end of my monthly anniversary. The CSR has done what will probably be a temporary removal of the restriction (like the previous CSR did that lasted a few hours). I was quite surprised the CSR said there was no one senior working till 8am tomorrow who could authorise a permanent solution to the account.