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.

[Moraandrew]

Apologies for the inconvenience you're facing. As you've already contacted Vodafone and they've mentioned waiting for the BT backend team to complete the order, it's important to follow up with them to expedite the process. Ensure they have all necessary information and troubleshoot the router's connection to confirm it's properly configured.

Request updates on the progress and if the issue persists, express your concern and request a clear timeline for resolution. If they're unable to fix the problem, inquire about the possibility of terminating the contract without charges due to the service disruption. Keep a record of all communications for reference. If needed, consider escalating the matter to higher support levels or regulatory bodies for further assistance. [Removed] 

[MOD EDIT: This post has been edited to remove off topic and inappropriate content please see Community Guidelines]

[Ripshod]

Thanks for the spam @Moraandrew

Reported, but do not click the link

[Ripshod]

You can check the WAN connection without the internet connection. You'll find your WAN connection in the router's status pages.

[Bluechair]

WAN status is currently inactive. I'll have to check again in the morning

[Ripshod]

Your WAN will still show a 1Gbit connection if it's correctly connected to the ONT. Just no internet or IP. 

[Ripshod]

If you go into the Router's Fibre Status page you'll see the following if you have the connections correct (this image is taken while the internet is down) 

 

[Leese]

I'm having the same problem, installation was on 1st Nov, has not gone live as yet, I've spent my 2 days off foning & texting the chat, have been fobbed off constantly with 'you'll be connected soon, all the tvs in my house are Internet so as you can imagine,,,,, no viewing, my fone line is dead also, I've reset the router as many times, checked everything I possibly can, tested the wires & done all this at least 10 times, vodafone say its all working their end & set up, the service light on my fibre box has yet to come on, the engineer told me that my connection would be switched on soon as the people he was trying to fone in the office had probably gone home for the day (6.15pm) so I've had nothing, I've almost used all my data on my mobile corresponding with them & trying to resolve this myself, am on the verge of cancelling, I got excited yesterday when I saw they sent me an email, but it was actually informing me of my first bill,,,, my next move is social media for assistance, its so frustrating,,,,

[Bluechair]

Hi,

I finally got everything working this morning, orginal go live date was 27th October. The broadband connection was fixed yesterday and my landline which is now VoIP /Digital voice was fixed this moring after a call to the technical support phone number 0808 0057320 quoting the last 6 digits of my ticket/incident number (FTL12102422) .

In my case, I always had 4 green lights showing on the City Fibre (that's who the Fibre network is with). 

The main issue was that the order was not completed by the Vodafone "back end team", until that happened on 1st November there was no progress. The technical or second line support team could not run any tests until this was done. Once the order showed complete in my online Vodafone account it started moving.

Vodafone offered me a month of unlimited data on my mobile, but my contract is with another company.

My advice would be ask the agent for an incident or ticket number and quote the last 6 digits whenever you contact them. The second line support team were good once I got through to them. They agreed to schedule an engineer visit for Monday in advance of fixing the broadband, which we could cancel if not needed, which may be worth asking for.

Hope that helps.

[Bhavesh1]

Oh, that sounds incredibly frustrating! I can relate to the anticipation of getting a new connection and then facing unexpected delays. Hang in there; hopefully, it gets sorted out soon, and you can enjoy your new fibre connection without any more hiccups!

[Ripshod]

Thanks for the update. 

If you're getting everything you ordered now then you may as well cancel the engineer visit, heaven knows we're worked hard enough.

Sadly the occasional mishap spoils a user's experience, but thankfully it doesn't happen that often.

Welcome to Vodafone 😉