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Broadband & Home Phone

High FEC Corrections and CRC errors on upstream

7: Helper

I think we all need to get this sorted as this has been going on for the last two year and is really unfair to all vodafone customers with the router issue
The law and rules for isp states
Faulty equipment
Any equipment that is provided to you by your supplier should be fit for purpose. If equipment supplied is faulty and your broadband provider does not remedy the issue promptly then you have good grounds for complaint. Your supplier should cover all costs incurred
Connection failure
Contact your supplier straight away; if they don't get the problem solved quickly, they should reduce your monthly bill by an amount that corresponds to the amount of downtime.


I would advise every one on here to make a formal complaint to vodafone about this issues with the router and if we dont get some kind of success in the next 8 weeks then we can take this further to the adr schemes
There are two ADR schemes in the UK; Ombudsman Services: Communication and CISAS. Vodafone is with the Ombudsman Services: 
Using an ADR scheme is free of charge. An independent adjudicator will examine the facts of your complaint from both sides and, if they find in your favour, they will ask the broadband supplier to take some action
Simply call vodafone complaints phone number – 03333 041 524 (standard call charges apply). or you can use the online form
https://www.vodafone.co.uk/help-and-information/complaints

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3: Seeker

The issue is there if you have nothing plugged up to the router apart from the BT line, and leave it for 24hrs it has stacks of errors. Its router related.

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Moderator
Moderator

@gipjon I appreciate your offer but unfortunately the 3rd line team that deal with the router don't offer this sort of service. they are a back office team and not customer facing. You mentioned that the Tech 2 team abroad were aware of this issue, did you get their name as this isn't something that has been advised to us(as ex Tech 2 advisor still on the email update list) Did they also offer to send you a 3rd party router??? If so I've sent you a private message on how to get in contact and we'd really need to investigate what this team are saying to customers. Joe

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7: Helper

yes i have been told that i can have a non vodafone router from your tech 2 advisor in india or egypt if you check my account the tech 2 advisor said she was going to leave a note on my account from my tech2 case handler in the uk called liam who can arranged to have a non vodafone router sent to me , if you check my account for which tech 2 lady i spoken to around the 11jan2019 then you can pull the call and listen 

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Moderator
Moderator

Thanks for confirming that information @gipjon, once we've received your completed form we'll be happy to take a look into exactly what's been offered 🤔

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7: Helper

hi tj , did you find a update for the customers in this thread with ref to vodafone sending a difference router to them  , what do customers have to do in order to be sent one as stated by your tech 2 

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Moderator

Hey @gipjon anyone with a router issue is more than welcome to contact us privately and we’ll do our best to help.

Blair

 

 

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3: Seeker

Last night my router (even though it said it had not restarted its self or reconnected) decided to brake. I rebooted it and it worked find but slow. I'm now getting cheesed off with it. 

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2: Seeker

The problem is Blair we might all have a router issue because this issue hasn't been solved for anyone; From my own experience I can only say that when I moved from BT to Vodafone, the only things that changed were the router at my end and the server my router is ultimately connecting to. FECs are not, as I understand it, performed at the router level but by the Vodafone servers and the fact that an FEC was performed is simply reported back to the router. 

 

If the origin of the problem (corruption on the upload) was on our LANs, swapping the router for a different model would have no effect. The same problem would be recieved by the Vodafone servers and would result in an FEC.. and of course if the problem WAS the router, swapping for a different model would also reveal this. However, until some of us get different routers there is no way to be sure..

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7: Helper

i really do believe in being fair and giving people/company the opportunity to rectify problems . But all i can say is “well thats really clever moderator blair , just take the mickie out of everyone on here."  what is wrong with you ,

Can you send me your full name and department staff number etc and the email or the phone number and the name of your manager  ,or can you ask your manager to ring me please.

 

So far we have all kept this in-house with vodafone and not involved ofcom and the media yet.

 

I can see the headline on bbc news, Vodafone router won't work with Vodafone broadband. Vodafone media team confirmed issue , 1000s of user affected. Staff members fired as they have not been doing their job correctly. Issues not passed up the chain to higher management.  Major speed issues as reported by think broadband.

Its a bigger story than Volkswagen fixing fuel data ,and your names is all over this blair along the side of staff member joe and tj  so if i was you lot i would do the job that you are paid to do and get us all some answer on how to rectify the issue.

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