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Rank 1: Guest
Posts: 18
Registered: ‎13-01-2016

Re: Vodafone Connect Router issues

[ Edited ]

@Rocketeer

 

You could try what I did - see message 15 above, so far 5 or 6 days and no issues. However I suspect this problem is due to DHCP lease renewals so I may not know for a couple of days more as I set my DHCP lease to a week.

 

I have also added powerline device with WiFi capability from Netgear (PLW1000) as a back up. At the Vodafone connect it looks like a wired connection but out in the house you have a WiFi Access Point.

 

@Natasha

 

I don't need to be told again that it takes 30 days for the connection to settle by someone who evidently doesn't know the difference between a WAN and a LAN. Its a clear fault in the router.

Message 21 of 71 (9,876 Views)
Rank 1: Guest
Posts: 19
Registered: ‎17-10-2016

Re: Vodafone Connect Router issues

[ Edited ]

Is there any chance of getting an answer from the vodafone forum team that isn't "contact support", otherwise this place is almost totally pointless.

 

Could we please get an official ETA for these issues to be fixed? 

Message 22 of 71 (9,874 Views)
Posts: 597
Topics: 1
Thanks: 99
Solutions: 7
Registered: ‎30-04-2015

Re: Vodafone Connect Router issues

Hi all,

 

You'll need to contact our Broadband team so they can help with the issues you're facing.

 

You can contact them on Live Chat or by calling 08080 044 848.

Message 23 of 71 (9,434 Views)
Rank 3: Occasional Poster
Posts: 52
Registered: ‎23-11-2016

Re: Vodafone Connect Router issues

[ Edited ]

@ChazzD, you are another joker like Natasha. Read the previous posts on this thread before you send an auto reply. When clicking on the link for chat, this is what we get:

 

Capture.PNG

 

And the guy in the previous post just said "please give us an answer on this forum other than - contact support".

Message 24 of 71 (9,417 Views)
Rank 1: Guest
Posts: 6
Registered: ‎29-09-2016

Re: Vodafone Connect Router issues

I have been told unequivocally by the phone support team is that there is no broadband live chat team. I have been told unequivocally by the mobile live chat team that there is no broadband live chat team. Why do Vodafone staff keep coming on here and giving us incorrect information?

Message 25 of 71 (9,411 Views)
Rank 1: Guest
Posts: 14
Registered: ‎27-09-2016

Re: Vodafone Connect Router issues

currently no further update, speed still sucky, nof irmware upgrade since reporting so still no resolutions to additional connectivity issues.

 

posting firmware version from router for logging purposes

 

Firmware version
5.4.8.1.271.1.59
Bootloader version
5.4.8.1.160.13.75
 
cannot access live chat as previously capable, and no time for phone calls
Message 26 of 71 (9,403 Views)
Rank 4: Established Poster
Posts: 76
Registered: ‎30-09-2015

Re: Vodafone Connect Router issues

[ Edited ]

Its about time Vodafone sorted themselves out and admit there are fundamental flaw(s) with their router and as a result have a unified policy to give out login details to anyone who wishes to use their own Router/Modem.

 

@ChazzD your post is a joke and its not even funny.

Message 27 of 71 (9,355 Views)
Posts: 292
Topics: 5
Thanks: 64
Solutions: 2
Registered: ‎11-11-2016

Re: Vodafone Connect Router issues

Hi everyone. So that our Broadband team can assist further, please try the following link to their designated Live Chat team.

 

When clicking on the link, please select the Broadband option and scroll down to Live Chat.

 

They're also available to speak to seven days a week, between 8am and 11pm on 08080 034 515.

Message 28 of 71 (9,257 Views)
Rank 3: Occasional Poster
Posts: 52
Registered: ‎23-11-2016

Re: Vodafone Connect Router issues

[ Edited ]

OMG, Natasha is back - and with a URL for the "dedicated live chat team"

 

ROFL!!

 

Natasha, ask your manager to train you for your role and then you will find out from your colleagues who are in the know, that there is NO broadband chat team - it doesn't exist. Or were all 3 advisors that I spoke to lying - and you know better??

 

To stop ##~##ing customers off, give them their login details as requested with the caveat that there will be no support. We will gladly accept that.

 

Secondly, learn from the other big providers i.e. your competitors. How do they manage their customers who want to use their own router? Its really not a big deal!

 

 

Message 29 of 71 (9,221 Views)
Rank 4: Established Poster
Posts: 76
Registered: ‎30-09-2015

Re: Vodafone Connect Router issues

[ Edited ]

 

 

Designated Live Chat Team:

 

Unfortunately none of our Advisers are available to chat to you at this time. Please try again shortly.

Message 30 of 71 (9,203 Views)
Rank 1: Guest
Posts: 19
Registered: ‎17-10-2016

Re: Vodafone Connect Router issues

@lyonsj400 - they are hard to get hold of but i've definatly chatted to broadband support a few times, twice via the support, contact us link and three or four times via the standard chat by asking for the broadband support team so its a little weird the people you've spoken to don't know abou them... maybe you've just been unlucky with the 'support' people you've spoken to.

Message 31 of 71 (9,194 Views)
Rank 4: Established Poster
Posts: 76
Registered: ‎30-09-2015

Re: Vodafone Connect Router issues

Even if they exist they cannot remedy the shortcomings of the Vodafone Router. It cannot be fixed by merely changing available settings.Currently it can only be fixed by using a 3rd party modem/router.

Message 32 of 71 (9,187 Views)
Rank 3: Occasional Poster
Posts: 52
Registered: ‎23-11-2016

Re: Vodafone Connect Router issues

OK, things might have changed now. If you see Jeztastic's post above, he has also been told that there is no broadband chat team.

 

It might be a good idea for us to record our calls then post them here as attachments.

Message 33 of 71 (9,183 Views)
Posts: 231
Topics: 1
Thanks: 103
Solutions: 2
Registered: ‎29-09-2015

Re: Vodafone Connect Router issues

@lyonsj400

 

The link given by @Natasha is for the Broadband Live Chat team.

 

Once you click on it a box will pop up at the bottom giving you options to choose, you'll be able to discuss this with an agent.

Message 34 of 71 (9,063 Views)
Rank 1: Guest
Posts: 18
Registered: ‎13-01-2016

Re: Vodafone Connect Router issues

Whether it is voice or live chat, when the person you are dealing with tells you that you need to wait 30 days for the line to settle, when the issue is LAN side it all seems pointless.

 

As I noted above, I reset the DHCP lease to a week, and after a week I had the same issue of wireless clients not being able to talk to wired.

 

Rebooting the router solved the issue.

Message 35 of 71 (8,901 Views)
Rank 1: Guest
Posts: 2
Registered: ‎27-09-2016

Re: Vodafone Connect Router issues

I have not been following this thread of late, but the problems I reported are still there. 2 disconnections daily like clockwork, speed gradually dropping, 5 GHz devices not able to see wired LAN devices, and the uncaring, nonsupporting customer support giving us the go around. The only thing left to do is invest in a third party router and get the login details from Vodafone, which from what I'm hearing, is like squeezing water out of a rock.
Message 36 of 71 (8,792 Views)
Rank 3: Occasional Poster
Posts: 52
Registered: ‎23-11-2016

Re: Vodafone Connect Router issues

[ Edited ]

@ Carly, the link given is for:

 

https://www.vodafone.co.uk/contact-us/

 

The chat link goes to the general queue and not to the broadband tech team. I have spoken to advisors who told me that there is no chat queue for the broadband tech team.

 

Getting sick of talking about this same old ##>##.

 

VF will not give PPPoE details out and won't give an explanation why - apart from "we've had issues" so no point wasting any more time on this.

 

[MOD EDIT: This post has been edited to remove off topic content please see Community Guidelines]

Message 37 of 71 (8,775 Views)
Rank 1: Guest
Posts: 18
Registered: ‎13-01-2016

Re: Vodafone Connect Router issues

I am in the process of trying too resolve several issue including this.

 

I suggest you complain in writing to:

 

Customer Relations Manager

Vodafone Limited

The Connection

Newbury

Berkshire

RG14 2FN

Message 38 of 71 (8,566 Views)
Rank 1: Guest
Posts: 6
Registered: ‎19-03-2012

Re: Vodafone Connect Router issues

Glad i'm not the only one with this issue. I use a wired media server at home for music and TV. Wireless devices that connect on the 2.4GHz SSID and it's fine and i can stream. Connect on the 5GHz and nothing, just says it can't see other network devices (i've split the 2.4GHz and 5GHz signal).

 

Could this be due to a lack of IPv6 suppport in firmware, I know this kills Windows Homegroup?

Message 39 of 71 (8,304 Views)
Rank 1: Guest
Posts: 14
Registered: ‎27-09-2016

Re: Vodafone Connect Router issues

[ Edited ]

New Chat log ive had with a new advisor, looking into speeds and supposed to be contacted by someone from the tech team within 48 hours


Info at 12:07, Dec 6:
You're now chatting with Thomas.
Thomas at 12:07, Dec 6:
Hi there you are speaking to Tom, how can I help?
.
Account Name at 12:08, Dec 6:
Hi Thomas, im just following up on a previous complaint i made on my account about the broadband speed and device connectivity
Thomas at 12:08, Dec 6:
Okay, was this raised to the technical team do you know?
Account Name at 12:09, Dec 6:
apparently it was but not sure Smiley Happy
Thomas at 12:09, Dec 6:
Okay not a problem, i can find out.
Account Name at 12:09, Dec 6:
at the time my line wasnt fully connected and you sent en engineer out to fix a fault on the line
Thomas at 12:09, Dec 6:
okay
Account Name at 12:09, Dec 6:
but that wasnt the query i had Smiley Happy
Thomas at 12:10, Dec 6:
Oh
Thomas at 12:10, Dec 6:
What was the query may I ask
Account Name at 12:10, Dec 6:
well. when i signed up for broadband i was getting slow speed
Account Name at 12:10, Dec 6:
i was promised the full 76MB connection and was getting 28
Thomas at 12:10, Dec 6:
Okay
Account Name at 12:10, Dec 6:
im curreently still only getting 39MB
Thomas at 12:11, Dec 6:
Is that through a wired connection or wifi?
Account Name at 12:11, Dec 6:
wired
Thomas at 12:11, Dec 6:
sorry to hear that, let me look into how much we are sending down the line
Thomas at 12:11, Dec 6:
do you know your vodafone account number
Account Name at 12:12, Dec 6:
one moment i will just check my account
Thomas at 12:12, Dec 6:
Sure
Account Name at 12:12, Dec 6:
{AcctNo}
Thomas at 12:13, Dec 6:
perfect
Thomas at 12:13, Dec 6:
Could you please confirm your full name, the first line of your address, postcode and date of birth?
Account Name at 12:14, Dec 6:
{Account Name}
Account Name at 12:14, Dec 6:
{Address}
Account Name at 12:14, Dec 6:
{Postcode}
Account Name at 12:14, Dec 6:
{DOB}
Thomas at 12:14, Dec 6:
Thank you very much for that
Thomas at 12:17, Dec 6:
Looking at your line capability you should definitely be getting at least 41.3 so you are getting slow speeds currently
Thomas at 12:17, Dec 6:
Let me look into this
Account Name at 12:18, Dec 6:
yes, i have a letter here saying i should get between 74.22Mbps and 60.05 Mbps
Account Name at 12:18, Dec 6:
obviously with a 0 guaranteed speed
Thomas at 12:18, Dec 6:
Yes of course so it does need looking into. Happy to help you out
Account Name at 12:18, Dec 6:
you can view a copy of this letter on this dropbox link
Account Name at 12:18, Dec 6:
{link}
Account Name at 12:18, Dec 6:
it is a photo i have taken with my phone
Thomas at 12:19, Dec 6:
It is okay I believe you Smiley Happy
Thomas at 12:20, Dec 6:
I am going to get this raised to the technical team to boost your speeds to where they should be. Won't be a moment
Account Name at 12:20, Dec 6:
ok thank you
Thomas at 12:22, Dec 6:
Not a problem Account Name, could I take your best contact number?
Account Name at 12:22, Dec 6:
my mobile number
Account Name at 12:22, Dec 6:
{mobile number}
Thomas at 12:22, Dec 6:
Perfect, it is more than likely we will be able to boost the profile of your line from our end but you will get a call from our technical team within 48 hours maximum to discuss this.
Account Name at 12:23, Dec 6:
ok thank you, will they be able to assist with other issues i have with my router ? or with this call be a confirmation of my line speed
Thomas at 12:24, Dec 6:
Yes they will be able to assist with everything for you
Account Name at 12:24, Dec 6:
ok
Thomas at 12:25, Dec 6:
Is there anything else I can help you with
Account Name at 12:26, Dec 6:
My Laptop connected on the Wifi 5Ghz channel cannot see my Server connected by LAN Cable, if i disable the 5ghz band i can see the server fine
Thomas at 12:26, Dec 6:
Okay I do not believe the routers have the options for wired connections to see wifi devices but I believe it is something we are currently working on. The tech team will be able to help with that as well Smiley Happy
Account Name at 12:27, Dec 6:
ok and one more issue
Account Name at 12:27, Dec 6:
I cannot connect to a device via port forwarding using the external router IP from within the network. however i can access the device from outside the network.
Thomas at 12:28, Dec 6:
Okay it is a little bit far from my knowledge if I am being honest. I will state that in the notes to the technical team. Don't want to miss inform you
Account Name at 12:28, Dec 6:
ok thank you
Account Name at 12:29, Dec 6:
last time i was supposed to be contacted by the tech team regarding these issues i wasnt contacted
Thomas at 12:29, Dec 6:
Sorry I could not be of more assistance
Thomas at 12:29, Dec 6:
I will make sure you definitely are
Account Name at 12:29, Dec 6:
thank you
Thomas at 12:30, Dec 6:
NO problem {Account Name}
Andrew bates at 12:32, Dec 6:
hopefully they get in touch soon, my original query was in september Smiley Happy

Message 40 of 71 (8,286 Views)
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