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Terrible disconnect problems

MrBanana
2: Seeker
2: Seeker

‎11-06-2017 11:24 AM

I have only been a Vodafone customer for a few weeks but the service has been practically unusable because of continual discconect/reconnect problems. Looking through the system logs I have downloaded I can see the 9th was a particuarly bad day:

 

Jun  9 00:16:08 2017    Jun  9 00:16:08 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 00:19:23 2017    Jun  9 00:19:23 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 00:21:53 2017    Jun  9 00:21:53 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 09:05:57 2017    Jun  9 09:05:57 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 10:02:44 2017    Jun  9 10:02:44 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 11:06:36 2017    Jun  9 11:06:36 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 12:14:28 2017    Jun  9 12:14:28 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 12:31:06 2017    Jun  9 12:31:06 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 12:40:14 2017    Jun  9 12:40:14 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 12:46:14 2017    Jun  9 12:46:14 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 20:45:23 2017    Jun  9 20:45:23 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 20:52:02 2017    Jun  9 20:52:02 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 20:55:45 2017    Jun  9 20:55:45 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 21:02:15 2017    Jun  9 21:02:15 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 21:23:15 2017    Jun  9 21:23:15 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 21:26:18 2017    Jun  9 21:26:18 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 21:58:07 2017    Jun  9 21:58:07 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 22:01:03 2017    Jun  9 22:01:03 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 22:07:30 2017    Jun  9 22:07:30 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 22:10:15 2017    Jun  9 22:10:15 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 22:31:41 2017    Jun  9 22:31:41 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 22:36:26 2017    Jun  9 22:36:26 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 22:45:42 2017    Jun  9 22:45:42 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 22:57:30 2017    Jun  9 22:57:30 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 23:00:53 2017    Jun  9 23:00:53 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 23:03:02 2017    Jun  9 23:03:02 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 23:13:48 2017    Jun  9 23:13:48 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 23:24:54 2017    Jun  9 23:24:54 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun  9 23:29:19 2017    Jun  9 23:29:19 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2

 

I have had a BT engineer on site twice, replacing cabbling and swapping ports, and have been sent a new Vodafone router to try and fix the problems. But I can't get any further than L2 support saying that they are "looking into it".

Short of cancelling and moving elsewhere, what can I do?

8 REPLIES 8

for5six
1: Seeker

‎12-06-2017 11:35 PM

This doesn't sound good, I've been having the same problem and Vodafone are investigating too!

 

Jun 12 21:24:37 2017    Jun 12 21:24:37 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ipsec3
Jun 12 21:24:37 2017    Jun 12 21:24:37 2017    1    WAN    information    WAN_DISCONNECTED;VLAN Physical Device;data;ppp2
Jun 12 21:25:24 2017    Jun 12 21:25:24 2017    1    System    information    PPPOE_PADI_SENT
Jun 12 21:25:26 2017    Jun 12 21:25:26 2017    1    System    information    PPPOE_PADI_SENT
Jun 12 21:25:30 2017    Jun 12 21:25:30 2017    1    System    information    PPPOE_PADI_SENT
Jun 12 21:25:38 2017    Jun 12 21:25:38 2017    1    System    information    PPPOE_PADI_SENT
Jun 12 21:25:54 2017    Jun 12 21:25:54 2017    1    System    information    PPPOE_PADI_SENT
Jun 12 21:26:26 2017    Jun 12 21:26:26 2017    1    System    information    PPPOE_PADI_SENT
Jun 12 21:27:57 2017    Jun 12 21:27:57 2017    1    System    information    PPPOE_PADI_SENT
Jun 12 21:27:59 2017    Jun 12 21:27:59 2017    1    System    information    PPPOE_PADI_SENT
Jun 12 21:28:03 2017    Jun 12 21:28:03 2017    1    System    information    PPPOE_PADI_SENT
Jun 12 21:28:11 2017    Jun 12 21:28:11 2017    1    System    information    PPPOE_PADI_SENT
Jun 12 21:28:27 2017    Jun 12 21:28:27 2017    1    System    information    PPPOE_PADI_SENT
Jun 12 21:28:27 2017    Jun 12 21:28:27 2017    1    System    information    PPPOE_PADO_RCVD
Jun 12 21:28:27 2017    Jun 12 21:28:27 2017    1    System    information    PPPOE_PADR_SENT
Jun 12 21:28:27 2017    Jun 12 21:28:27 2017    1    System    information    PPPOE_PADS_RCVD
Jun 12 21:28:29 2017    Jun 12 21:28:29 2017    1    System    information    PPP_AUTH_TOPEER_CHAP_STARTED
Jun 12 21:28:30 2017    Jun 12 21:28:30 2017    1    System    information    PPP_AUTH_TOPEER_SUCCESSFUL
Jun 12 21:28:32 2017    Jun 12 21:28:32 2017    1    WAN    information    WAN_CONNECTED;VLAN Physical Device;data;90.255.X.X;ipsec3
Jun 12 21:28:32 2017    Jun 12 21:28:32 2017    1    WAN    information    WAN_CONNECTED;VLAN Physical Device;data;90.255.X.X;ppp2

0 Thanks

boogey18
2: Seeker
2: Seeker
In response to for5six

‎13-06-2017 08:19 AM

Same problem here no help and rude customer service .

[6] PPP: ppp1 sent [PADI Host-Uniq(0x000005c2)]
[6] PPP: ppp1 sent [PADI Host-Uniq(0x000005c2)]
[6] PPP: ppp1 sent [PADI Host-Uniq(0x000005c2)]
 [3] PPP: ppp1 Timeout waiting for PADO packets
[3] PPP: ppp1
[6] PPP: ppp1 sent [PADI Host-Uniq(0x0000067b)]
 [6] PPP: ppp1 sent [PADI Host-Uniq(0x0000067b)]
[6] PPP: ppp1 rcvd [PADO PeerMac(]
[6] PPP: ppp1 sent [PADR Host-Uniq(0x0000067b)]
[6] PPP: ppp1 rcvd [PADS SessionID(0x4a07)]
[6] PPP: ppp1 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0xfef2ed75>]
[6] PPP: ppp1 rcvd [LCP ConfReq id=0x52 <mru 1492> <auth chap MD5> <magic 0x6b78aa2b>]
[6] PPP: ppp1 sent [LCP ConfAck id=0x52 <mru 1492> <auth chap MD5> <magic 0x6b78aa2b>]
 [6] PPP: ppp1 rcvd [LCP ConfAck id=0x1 <mru 1480> <magic 0xfef2ed75>]
 [6] PPP: ppp1 sent [LCP EchoReq id=0x0 magic=0xfef2ed75]
[6] PPP: ppp1 rcvd [LCP EchoRep id=0x0 magic=0x6b78aa2b]
[6] PPP: ppp1 rcvd [CHAP Challenge id=0x50 <b7ee5905a3ca398815c384e87c75a>, name =
[6] PPP: ppp1 sent [CHAP Response id=0x50 <861abe8ed55022bb6>, name = "
6] PPP: ppp1 rcvd [CHAP Success id=0x50 ""]
[6] PPP: ppp1 sent [IPCP ConfReq id=0x1 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
[6] PPP: ppp1 rcvd [IPCP ConfReq id=0xab <addr 212.158.250.35>]
[6] PPP: ppp1 sent [IPCP ConfAck id=0xab <addr 212.158.250.35>]
[6] PPP: ppp1 rcvd [IPCP ConfNak id=0x1 <addr 90.253.60.6> <ms-dns1 90.255.255.90> <ms-dns2 90.255.255.
6] PPP: ppp1 sent [IPCP ConfReq id=0x2 <addr 90.253.60.106> <ms-dns1 90.255.255.90> <ms-dns2 90.255.255.
[6] PPP: ppp1 rcvd [IPCP ConfAck id=0x2 <addr 90.253.60.106> <ms-dns1 90.255.255.90> <ms-dns2 90.255.255.



 

0 Thanks

MrBanana
2: Seeker
2: Seeker
In response to boogey18

‎13-06-2017 10:48 AM

Well it looks like this is the first and last thread I'll be posting in this forum. Vodafone have agreed that their service has been so poor that I can leave my contract without any cancellation penalty. EE have promised to fix the problem within 14 days.

 

0 Thanks

Carly
Moderator (Retired)
Moderator (Retired)

‎13-06-2017 01:23 PM

@MrBanana

It's a shame to hear that you're having issues with your broadband.

From your latest post, it seems like the Broadband team have been through your options with you.  As the troubleshooting steps they've gone through with you haven't worked, they've provided the option to leave.

We're unable to provide any other options for you on the Vodafone Community page. 

0 Thanks

Gmjh
2: Seeker
2: Seeker
In response to Carly

‎02-10-2017 02:19 AM

I've got exactly the same problem (and it appears many of your customers do) Can't believe you can't fix it. I would also expect to be allowed to leave my contract as a result of this. 

0 Thanks

Alex
Moderator (Retired)
Moderator (Retired)
In response to Gmjh

‎03-10-2017 12:52 PM

@Gmjh If you'd like to discuss this with us further, please call 08080 034 515 for broadband support (free from all UK landlines and mobiles) with lines open between 8am and 11pm, seven days a week. 

They'll be able to look into your issue further and take the relevant steps to help 🙂

0 Thanks

Gmjh
2: Seeker
2: Seeker
In response to Alex

‎10-10-2017 01:41 AM

I called them and they took the relevant step of arranging an engineer call back within 48 hours. That was 126 hours ago.

0 Thanks

Gemma
Community Manager
Community Manager
In response to Gmjh

‎12-10-2017 11:26 AM

@Gmjh - I’m sorry to hear you’re still waiting for a call back.

We can arrange for someone from our Broadband team to contact you. Please send us your details by following the instructions in this private message.

0 Thanks