You are here:

Pay monthly products & services

Ask a question:
Reply
Rank 1: Guest
Posts: 13
Registered: ‎15-03-2017

One day in the life of a substandard router...

[ Edited ]

firstly let me just say its been 5 weeks now since i was promised a call back from Vodafone broadband team and the complaints department, I will post each week every where I can until they do Smiley Happy

 

only one positive thing here is i DO NOT have any problems with the actual speed, consistentsy or quality of the broadband itself.

 

The router on the other hand is a whole world of ##~##.

 

My setup:

 

Vodafone Connect (VC) - 192.168.0.1, everything turned off except DHCP for 4 addresses. (DMZ set to 192.168.0.11 - NOT WORKING)

 

TP Link Archer C9 (TP) - 192.168.0.11 (Dirty), 192.168.1.1 (Clean), doing everything else.

 

All is good inside the house now, wifi is strong, consistent and have no problems, My Philips hue wont connect to the world and the VC router will not correctly route DMZ.

 

In theory i set the TP ip as the DMZ in the VC router which basically means " Anything not explicetly routed is sent to this address " does it work - not even close.

the only way i can get my IP cameras working is for the VC to route the port to the TP then the TP routes the port to the IP Camera.

 

Now i need to know if its my router or a common problem?

 

any help appreciated.

 

Mark

 

 

Message 1 of 13 (1,426 Views)
Posts: 11,631
Topics: 387
Thanks: 3,525
Ideas: 13
Solutions: 499
Registered: ‎06-05-2009

Re: One day in the life of a substandard router...

I'd be willing to be it's a common problem @markdotjames

 

The Issue with Philips Hue has it's own (ever growing) thread running, there are some suggested workarounds but none of them seems to be reliable. Vodafone acknowledged the problem but no idea when they plan on fixing it.

 

I've seen other people reporting issues with DMZ and port forwarding not working as it should, though it's been going on for some time and with each firmware update they seem to fix something whilst breaking something else.

 

Message 2 of 13 (1,404 Views)
Rank 1: Guest
Posts: 13
Registered: ‎15-03-2017

DO NOT TRUST Vodafone to adhere to anything they say !!

I try to be positive in most things in life but when the managers of a company have no respect for you as a customer then honestly nothing is ever going to get done about your problems, my next course of action is seek advice elsewhere.

 

Background:

Had so many problems call into Vodafone and promised a call back from a manager 17 feb 2017

 

Contacted them again today and here is the transcript:

 

Charlie: 
so you never got the manager call back you were promised on 17th feb?

Mark: thanks
Mark: nope
Charlie: 
that's unacceptable, really sorry about that, just give me a few mins please Mark.  

Mark: ok
Charlie: I'm sorry for the delay. I'll be right with you.
Mark: ok
Charlie: 
Thanks for waiting there, I was just hunting down the manager who was meant to be calling, I actually know him and he has never missed a call back before, just spoken with him and he's really shocked this has happened, he's been very busy, not that's any excuse.
He is now more than aware and said he will 100% call you today and asked me to apologise for him. So please wait for his call, it will be between now and no later than 4.30.

 

Highlights:

Charlie:

so you never got the manager call back you were promised on 17th feb?


Charlie:

that's unacceptable, really sorry about that, just give me a few mins please Mark.  


Charlie:

Thanks for waiting there, I was just hunting down the manager who was meant to be calling, I actually know him and he has never missed a call back before, just spoken with him and he's really shocked this has happened, he's been very busy, not that's any excuse.
He is now more than aware and said he will 100% call you today and asked me to apologise for him. So please wait for his call, it will be between now and no later than 4.30.

 

So please wait for his call, it will be between now and no later than 4.30.

 

Guess what !!!! - Nothing


 

Message 3 of 13 (1,333 Views)
Posts: 20,973
Registered: ‎14-08-2011

Re: DO NOT TRUST Vodafone to adhere to anything they say !!

Hi,

 

 

Something I say is.... "Things can sometimes go wrong which I'm sure many accept, but then it's ultimately down to how it's put right that then counts ,and instills confidence back into the product and service. Communication is Key. "

 

Inexcusable !

 

Is this in connection to the Broadband Issues you've experienced. 

 

The forum has Vodafone Tech Teams. They read all posts so perhaps let them catch up with yours and try and assist you. 

image.jpeg

 

Message 4 of 13 (1,326 Views)
Rank 1: Guest
Posts: 13
Registered: ‎15-03-2017

Re: DO NOT TRUST Vodafone to adhere to anything they say !!

[ Edited ]

To be honest i have resolved most of the problems myself now, only DMZ and philips hue not working and I am sure once DMZ is working the rest will follow, I fully understand that things go wrong and I am also a firm believer in " its how you fix it" that stands you out, its the lack of respect and to be honest being lied too that gets me the most.

Message 5 of 13 (1,311 Views)
Rank 3: Occasional Poster
Posts: 45
Registered: ‎02-02-2017

Re: DO NOT TRUST Vodafone to adhere to anything they say !!

That is absolutely ridiculous.   They have absolutely no shame with the lies as well.   There goal is to get rid of you as quickly as possible and they will say anything to that end.  Next time you contact them it will be unlikely to be them..

 

I'm just speechless.  They obviously are more than aware of the issues cause of the amount they are investing in new CSR positions over the next few years but seriously what is the point of having an extra 2000 staff if the staff are just a bunch of liars ?

 

Good luck to you I do hope you get a reoslution.

Message 6 of 13 (1,281 Views)
Posts: 292
Topics: 5
Thanks: 64
Solutions: 2
Registered: ‎11-11-2016

Re: DO NOT TRUST Vodafone to adhere to anything they say !!

@markdotjames Apologies for the delay in reaching your post.

 

I'm glad to hear that the issues you were experiencing with your broadband are now resolved, however I'm sorry to hear of the customer service that you received during this time.

 

If you'd like us to feed this back to the relevant departments so we can ensure that this doesn't happen again in the future, please contact us through the details I've sent to you over private message.

Message 7 of 13 (1,125 Views)
Rank 1: Guest
Posts: 13
Registered: ‎15-03-2017

Re: DO NOT TRUST Vodafone to adhere to anything they say !!

As mush as i appreciate your trying to help, your not, my issues are NOT resolved, your manager has LIED to me twice, you do not respect me as a customer and your ductomer service is disgraceful, on two occasions i have been toldi would receive a call from a manager 100%.... a manager !!!!!!!!!!!!

 

sorry for the rant but i can assure you that you have no idea how angry you company makes me feel.

 

just take a few minutes and digest this statement - YOUR managers cannot even be bothered to call me back ..... TWICE !!!!

Message 8 of 13 (1,111 Views)
Rank 3: Occasional Poster
Posts: 52
Registered: ‎23-11-2016

Re: One day in the life of a substandard router...

[ Edited ]

Hey Mark dot James, exact same issues here. VF router is a pile of ##~##. VF won't allow use of own router. I put a complaint in. Repeated promises to be called back. It's just a myth. Got a letter through the post that I need to contact the ombudsman as my complaint has still not been resolved after three months. That's exactly what I'm doing. By the way, when I talk to the lying customer services, I turn on my phone's loudspeaker and use my laptop to record the call. All of this is going to the ombudsman.

What VF really need is to be fined another couple of million, sack a few ##~## managers who make ##~## decisions, then things wil be much better.

Message 9 of 13 (1,064 Views)
Rank 1: Guest
Posts: 13
Registered: ‎15-03-2017

Re: One day in the life of a substandard router...

I will just post here and on social media every day counting the hours a manager has not bothered calling me back, its the least i can do for such a great company, btw social media is a great way to let others know of the great service we have been receiving Smiley Happy

 

@VodafoneGroup
@VodafoneProbs
@Vodafone
Message 10 of 13 (978 Views)
Posts: 243
Topics: 1
Thanks: 69
Registered: ‎17-01-2017

Re: One day in the life of a substandard router...

@markdotjames We're sorry to hear you feel this way. 

 

If you change your mind and wish to contact us, please follow the instructions that @Natasha has previously sent via private message.

Message 11 of 13 (959 Views)
Rank 1: Guest
Posts: 13
Registered: ‎15-03-2017

Re: One day in the life of a substandard router...

[ Edited ]

@Alex and @Natasha

Let me get this straight, I call twice and manager is going to call me back 100% within a timeframe, they both failed, .... you want me to call in again !!!

Dont you think you should get someone that cares about your customers to find out what is goin on!!

 

and dont give me the ##~## about its the forums we dont know who you are..

 

imagine this:

Someone with authority makes a communication to all managers in broadband and complaints " can whoever has not called back Mark James please report to me immediately (and resolve)" outcome will be one of two -

"Thats me" = Sort it

"Which Mark James" = You need to let another company buy you out and sort your mess out very soon.

Message 12 of 13 (933 Views)
Highlighted
Posts: 243
Topics: 1
Thanks: 69
Registered: ‎17-01-2017

Re: One day in the life of a substandard router...

@markdotjames The instructions in the private message previously sent are to contact our team via email. 

 

I understand your frustration with your situation.

 

As discussed, if you'd like to talk to our team regarding this, the option is there. 

 

 

Message 13 of 13 (918 Views)
Got a question?

Get help and technical support on Vodafone's devices, products and services from our online community

If your question relates directly to your account or mobile number please contact our customer services team.

My Vodafone

My Vodafone

Stay in control of your spending and manage your account online.

Log in

Register for My Vodafone

Top up