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Broadband & Home Phone

Losing connection every day

2: Seeker

Pretty much every day, usually whilst I'm in the middle of playing a game or watching Netflix, VF broadband goes offline. It's not specific to one device, but every single device - both wifi and ethernet.

 

The settings page on the router shows that there is no connection.

The log shows a constant stream of: "System information PPPoE PADI sent"

Sometimes this lasts for 30 seconds, but it has lasted for 3-4 hours sometimes as well.

 

i've tried rebooting it, unplugging and plugging it in again, plugging it into a different telephone port etc etc. It worked fine for the first 6 months but now it goes offline pretty much every day and it's driving me nuts. This often happens between 2300-0400 when phone support is not available and the online chat team are next to useless, spending 20 minutes each time asking me stupid questions from a script and then telling me that they cannot see any faults in my area... very helpful indeed. That's when you can even get hold of someone - the only way I can work out to do it is to say I have a problem with my phone and then get transferred. Otherwise it just says 'no agents are available.'

 

If I wasn't tied into a contract I would leave immediately - there must be an issue on VFs end. Didn't have nearly as much issues in the years I was with SKY BB.

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9 REPLIES
Administrator

@weeeeems I'm sorry to hear about your issues with our broadband. 

We'd like to help you out with this and get your query passed on to our specialist support team, please contact us using the information in the private message I've sent. 

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Highlighted
2: Seeker

And again:

 

22.08.2017 21:54:35 PPPoE PADI sent System
22.08.2017 21:53:59 PPPoE PADI sent System
22.08.2017 21:53:43 PPPoE PADI sent System
22.08.2017 21:53:35 PPPoE PADI sent System
22.08.2017 21:53:31 PPPoE PADI sent System
22.08.2017 21:53:29 PPPoE PADI sent System
22.08.2017 21:53:12 User sucessfully logged in to UI from LAN System
22.08.2017 21:53:03 WAN disconnected, WAN type: WAN PTM over DSL, service type: data, device: ppp2 WAN

 

Went on for about 5 minutes this time, happened earlier as well (about 20:00) and lost for about 10 minutes. Becoming unbearable!

 

Filled in the form as per the PM but it gives literally no feedback as to whether the form was successfully submitted.

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Moderator (Retired)

Thanks for getting back to us @weeeeems

As you've mentioned filling out the steps on the email link, you should've received a reference number (#123456) on an automated reply. This will come through via email, please check your spam/junk folder.

Thanks

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2: Seeker

I've had this problem for two or three weeks. The Event log of the router shows between 3 and 10 WAN disconnects every single day. There's many reports of this on the vodafone forum. Why can't you just say what the solution is instead of sending private messages? Thanks

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2: Seeker

I've had this problem for two or three weeks. The Event log of the router shows between 3 and 10 WAN disconnects every single day. There's many reports of this on the vodafone forum. Why can't you just say what the solution is instead of sending private messages? Thanks

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4: Newbie

check out my thread here

 

https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/wan-disconnects-padi-pado-what-is-happening/td-...

 

there are a few users there that are having this problem, myself included and i have ran a few tests maybe yu could do the same? theres one user who has an engineer coming out today to diagnose his problem and i have an engineer coming ut tomorrow, hopefully this can shed some light on the situation.

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2: Seeker

Interesting. These problems seem to have occurred regularly over the past few weeks to many people but Vodafone don't seem to have any suggestions or any solutions other than an engineer visit. I think they need to acknowledge there is a general widespread problem here. Anyway yes please update as to what any engineer visits discover. Thanks very much. 

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1: Seeker

I have the same issue, Ive been with Vodaphone since 6th July 2018 and my internet drops regularly albeit its down for a very short period, red LED slowly pulses on router. I check the status on router and it said :

 

Gateway: No connection

 

Then it came back with an IP after a minute.

 

Really irritating when trying to watch a movie. 

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3: Seeker

There is a simple solution, go on Live Chat, get your username and password then stop using the Vodafone router which is the cause of the disconnections.

 

Since switching to a  TP-Link 9970 over a week ago, I haven't had a single disconnection.

£40 well spent

(other more capable and expensive routers are available...)

 

There's a useful guide here: https://forum.vodafone.co.uk/t5/Broadband-Home-Phone/HOW-TO-Use-a-third-party-router-on-Vodafone-VDS...

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