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[Návštěvník ATe]

Dobry den, allow me to address few topics in English, as I'm only learning Czech at the moment.

 

I've recently became new Vodafone customer by ordering "Velka rodina" service and have following topics:

1. Most critical - as per service contract, Internet speed should be 500 mb/s. In fact, I've seen such speed only 2-3 times since service started (last 10 days) and this is completely inappropriate! Most of the time speed is around 100 mb and not more (sometimes even less). Kindly advise how this may be resolved!

2. Though I've received services, I cannot login to Muj Vodafone - by trying to login, system tells that password is incorrect (I've received some heslo in a sms, but it doesn't work). Tried to reset the password, but not receiving any email. Also, to your notice - in papers for Internet services my account number seem to be put wrongly (last digit is missing), as in the sms I've received little bit different number.

Account number for reference: 52876601.

 

Kindly let me know how these issues could be resolved.

Thank you. Best regards

[Marek-26]

@ATe Hi, here is only discussion forum, where are customers, not Vodafone employers. 

Your account number seems like exUPC system, so you can log in My exUPC https://myexupc.vodafone.cz/

Are you connected with cable when you checking connection speed? 

[Návštěvník ATe]

@Marek-26, hi there.

Thank you for the clarification. I was looking for a way to address a concern about Internet connection speed to Vodafone, so maybe will check for some contact on their website also.

I was testing mostly through Wi-Fi sitting right in front of the router (provided by Vodafone), so there should be no other conditions significantly influencing the speed. However, tested over cable couple of times - absolutely same result of ~100mb. 

And regarding access to exUPC - I can't use properly. Opening page, but I don't have a password (that one heslo, sent by Vodafone doesn't work), and when trying to reset the password, getting an error message "Omlouváme se, ale došlo k chybě." and recommendation to go for contact center or chat.

By the way, would you please advise on how to reach the chat for exUPC services support?

[Marek-26]

@ATe You can't meter the speed from provider on WiFi. WiFi connection speed may be affected by many factors. For example, it should be noted that specialy in the 2.4GHz band, the channels overlap and thus cancel each other out, so ther interference each other. The maximum speed of WiFi depend on the slowest device and many WiFi cards in mobile devices and laptops can not reach high speed - when you have WiFi card only with IEEE 802.11 n (lite), thats mean, you can reach teoretical 150Mbps speed in total (up + down), so it is nearly impossible to reach 100Mbps at download.

Can you write there hardware specification of you PC? Especially WiFi and ethernet card.

Best way to reach technical support is call them. I think, they are there 24/7 (czech speaking operators), don't know, how is it with english speaking operators. In any case, your signal strength and quality are good, there is no packet loss, modem have actual firmware and right config etc. so from Vodafone it seems clear.

 

About My exUPC, you must registrer first, you need to make a new account. You have also mobile services? If you recieve sms with login, it may be to My Vodafone for the mobile services.

[Návštěvník ATe]

Hi Marek,

Thanks for your responses, I appreciate that!

I think I know the reason of slow Internet connection - it's mainly due to Vodafone router. I've made a test - connected another router (Archer AX20) to the one from Vodafone with 5E cable and compared the speed, so same device connected to Archer is showing not less than 300 mbs, while when connecting to Vodafone it gives less than 100 mbs. Ok, I guess it's for proper protocol setup on Vodafone device, so I'll try maybe to play a bit.

And btw, to your point of WiFi connection - on the admin page of Vodafone router there's a connected devices list, showing connection speed, so for connected MacBook Pro it shows around 250 mbs, while in the device itself with SpeedTest (Ookla) it show not more than 100 mbs of Internet connection...

However, I think I'll continue to use Archer for any of my need and Vodafone I'll setup to modem mode instead of router, so it will just pass Internet connection further.

 

Thank you for the assistance here!

Upraveno 8. října 2021 uživatelem ATe

[Marek-26]

@ATe U R Welcome 🙂 With settings of Archer can maybe help you somebody here (not sure, thay can do it in En). Maybe start new topic (name it with name of the router) and i think, it will attract them.