Unable to get connected for the first time

[asnail99]

Had a new line installed by BT openreach on the day of activation (22nd March)

Plugged vodafone router in, its failing to get an ip address.

spoken to 5 different agents over the weekend, 

Routers has had a hardreset / factory default 5 times.

same issue.

Routers goes through "training" and errors with No IP address.

So it looks like the router is not being able to authenticate onto the network.

Looking in the event logs of the router - it thinks its 2016 not 2018.

You cannot connect to the router with the iphone App unless you change the date to 2016 on the iphone.

Getting no where with the "agents" on the webchat... all just go through the same steps and tell me to wait 30 min and it will be connected!

Vodafone customer service is shocking

[robmar0se]

My son had the same problem, a monday evening about 6 weeks ago.  I did what I could remotely resetting network parameters on his laptop, clearing the DNS for example.  At least then we got as far as getting into the router, which I guess you have too.

He called VD and the guy at the end after a reset to factory settings, was able to access the router from his end and reset it and gain connectivity after about 3 hours.

  If you call vodafone, have they been able to access your router, have they even tried?

These riouters aren't good, too many issues with them, and/or not properly pre-configured.

[asnail99]

Yeah, they have apparently re-configured the router 5 times now.

im assuming the serial number they had was wrong, as they asked me for that and then changed "something" , but this has still not worked.

you can see the sync speed etc on the router admin pages, so it appears its purely this authenication issue onto their network is the issue.

Regards

[robmar0se]

Authenticastion should be simple to fix, unless the router is faulty - should you ask them to send replacement?  Or use your own?

Really these are basic things which as far as I can recall rarely happens (unless you're with VD,, there are many similar reports as you are probably aware).

Tough one, I'm just glad we found these things out before signing up.

[asnail99]

Appearently the webchat agents cannot send me a new router.

currently waiting for a 2nd line agent to call me....not holding my breath on this one.

I'm going to cancel the fibre account if they dont fix it within 2 more days.

customer services is appalling, and ive never dealt with any support as inept as these.

They cannot even read case notes, you have to go through the same thing over and over again.

[asnail99]

Got a text message from vodafone tech2 last night saying they had tried to call, but couldnt get through so they want to close the call.!!!!

No missed calls on my mobile.

I've never dealt with a company with such abismal customer service.

do they think problems just disappear on there own without anyone fixing something?

Voda hang your head in shame

[TJ]

Apologies for the delay in getting your router issues resolved @asnail99. I understand how frustrating this must be and we'd love to help get this fixed, so we can get you up and running.

I've sent you a private message with details on how to get in touch, so we can escalate this to our Broadband team.

[asnail99]

ive filled in a form directly to tech2??? reporting the same issues ive already raised with the webchat team?

has everyone in tech2 lost the ability to read your call logging system?

Continued....

Ive replaced the vodafone router with a tP-link ac1600 last night and this has the same issues of not getting authenticated onto the network to allow it to get an IP address.

ive had my username and password from webchat team - dsl000********@broadband.vodafone.co.uk

so back to square one and £100 out of pocket.

[asnail99]

just to add with the TP-Link router i can see more of what is happening in the background.

lots of PPPoE PADI sent and no responce / Timeout received back.

So looks like a vodafone equiptment issue not responding to the routers requests for access

[asnail99]

looks like ive finally got a connection.

Anyone at vodafone want to reply and tell me what was wrong with my account?