CityFibre Vodafone FTTP connection not working after 7 days

[Bluechair]

Seven days after my full fibre installation and activation date my fibre connection is not working.

The CityFibre box looks fine (4 green LEDs), the Vodafone router (IntelligentHub) has a flashing red "INTERNET" LED (short pause followed by two fast flashes). I think this is because the router cannot connet/authenticate itself to Vodafone.

After a number of calls to Vodafone they are saying the order is now "BT complete" as in back end team complete and I have to wait another 24-48 hours before it goes live.

Has anyone had similar delays and what was the outcome?

If they could not fix it were you able to terminate the contract without charge?

Thanks.

[Cynric]

@Bluechair  Unless you have got the cable from the ONT to the router in the wrong socket it sounds like another VF mess-up. It may be worth doing a reset on the router by holding in the recessed button for 10 seconds to see if the router re-negotiates with VF.

[Bluechair]

Yes the cabling is correct, Vodafone confirmed this after I sent them a photo. 

I have done multiple resets, but no change. The latest feedback from Vodafone is the the order has not been completed in "the back end" wait another 24-48 hours. Which keeps on rolling the problem on a day or two.

I don't expect this to be resovled as the agents try their best but seem to all follow a set script.

Just looking at options to cancel without getting charged for it.

[Jayach]

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@Bluechair wrote:
Just looking at options to cancel without getting charged for it.

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As it's less than 14 days you should be able to cancel without penalty.

[Bluechair]

Thanks for the replies.

Vodafone have confirmed that the order has now been completed, so it could be progress.

They also confirmed that I have 14 days cooling off from today (when the service went live), so I will look to cancel before the 14 days expires if it isn't fixed.

[Ripshod]

I know vodafone have said the cabling is correct, but they've been wrong about so many other things.

The router's blue port is connected to the ONT, yes? You've tested with another cable, yes? 

[Bluechair]

Thanks, yes connected to the blue port from the ONT and also tried with a spare cable

[Jayach]

And you are using an RJ45 Ethernet cable, not the cable marked "internet"?

[Bluechair]

yes, it's a cable with RJ45 connections from the ONT to the blue WAN port on the router

[Ripshod]

If the order completed today then activation should be today. It can happen at any time up until midnight, as they mention in one of the emails you should have had.

If there's nothing in the morning, even after a reset then someone at Vodafone has dropped the ball and you'll need to be reprovisioned.