Major ongoing fibre issues

[SimonWilding]

I am having major connection issues for the last few days. Everything will be fine then all of a sudden connection will be lost and then will keep coming back and dropping out again. When it is connected ookla shows a download speed of 0.08 Mbps!! I restarted and reset the router and resetting it worked. For a few hours. On Sunday I had to reset it 3 times and so far on Monday evening I've had to do it twice and its gone again.

I'm at the end of my tether,  I've been on hold to tech support for 45 mins tonight as well as an hour on Sunday.

I am using several different channels none of which have more than 3 networks connected to them (I assume this means devices) and am sick and tired of it. Can someone help? Could it be the router at fault?

[BandOfBrothers]

It can sometimes be very difficult to pinpoint a broadband issue and you seem to have performed most of the self help troubleshooting tips. 

Have you split the frequencies in the router to 2.4ghz and 5ghz and then try choosing the best for your devices as some prefer one over the other. 

Some have decided to replace the Vodafone Connect Router and use their own to which its been an improvement in user experience. 

[SimonWilding]

Thank BoB. Yes tried all the usual stuff, and frequencies are split between 2.4 & 5. I just need to know whether it's a line issue or a router issue (it happens when I'm streaming using the firestick but all devices are affected) but can't get through to ask anyone. If lots of people are having router issues then surely they are not fit for purpose and should be replaced by VF not at our expense, or a firmware fix applied?

I've have my BB since August and this is the first major issue.

[Mark]

I'm sorry to hear you're having a few problems with your router, please contact our Live Chat team we'll be happy to take a look into this for you and if your router's faulty, we'll be able to arrange for this to be replaced.

[SimonWilding]

And it's happened again!! 2 resets so far tonight. 4th day since Saturday. Getting sick and tired of it now. 

[SimonWilding]

These 2 pics ahow what happens to the Firestick connection when the problems start, it switches between the two. Suggests it's a line problem not the router as router is always connected?

[TJ]

@SimonWilding Did you contact our Broadband Live Chat team to run diagnostics on your line? 

I've sent you a private message with details on how to get in touch, so we can forward your query onto our Broadband team for further investigation.

[SimonWilding]

I have replied to the PM @TJ .

I did contact the live chat team but with me being at work it wasn't much help!

They have given me a list of tests to try and home and I will do them tonight then I have to monitor it for a few days and send in some information and then they'll decide if it's the router or not.

 Incidentally, my mum is with Virgin and her BB went down at 8 this morning. She phoned them and they did a couple of remote tests and said her hub was faulty and are sending her a new one. Why can't VF do that?

[SimonWilding]

I think I've noticed a pattern. It seems to occur after I've used the boost function in the app to boost the WiFi signal to the Firestick. Could that be the problem?

We have about 12 devices connected via wifi, not all in constant use but switched on, and the speedtest app download speed is usually around 30-35Mbps (nowhere near the 50meg "guaranteed minimum" but hey ho). Is it possible that by using the boost I'm spreading the bandwidth too thinly so it just disconnects?

[TJ]

@SimonWilding That sounds plausible Simon. If you have devices on and connected to the Wi-Fi, but not currently in use, they'll still take up some bandwidth. Maybe the boost, as you said is spreading it just a little to thinly.

When I'm trying to download a particularly large file on my Playstation for example, I'll go round and disconnect other devices from the Wi-Fi to give it all the bandwidth it needs.

Please continue to keep us updated and let us know what the Broadband team advise.