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02-07-2024 05:46 PM
Can anyone help me with a new connection that doesn't work?
I have a new Power hub connected to a City Fibre wall box. The install team left me with the router flashing blue and said it might take an hour to connect.
It's been 5 days now with daily online chats, phone calls, video calls, but still no Internet or landline working.
I have tried swapping out the ethernet cable.
I have reset the City Fibre box.
The router has only ever flashed blue, even with the reset pin pushed it continues to flash.
Vodafone seem to think it's a City Fibre problem, I'm certain it's a router problem.
02-07-2024 06:28 PM - edited 02-07-2024 06:30 PM
Try another ethernet cable between the ONT and the router's WAN port. Clearly the ethernet connection is down so it could be that that cable's faulty.
02-07-2024 06:55 PM
Hi, thanks for helping but I have tried swapping out the ethernet cable without any change
02-07-2024 07:15 PM - edited 02-07-2024 07:17 PM
Then either the ONT or the router is faulty.
You need to keep pressing vodafone. I feel so let-down that an engineer didn't spot it.
03-07-2024 12:02 AM
In your picture, it doesn't look like the ethernet cable is fully pushed home into the socket on the ONT. That would definately cause the problem you are seeing.
03-07-2024 06:21 PM
Hi, thank you for your replies but I have tried multiple varieties of cables and double checked the connections.
The only process I have made today is by plugging in a borrowed router. This brings on all the fibre leads, which I think proves the router is faulty
12-07-2024 06:32 AM
Ok time for an update.
After 14 days of contacting support on chat, calls and even video calls I have cancelled my contract.
I asked continuously for a new router, but they kept blaming city fibre. City fibre even visited the property on day 12 and made a report confirming it was the router.
Even then I was asked by tech advisors to "check the cables and try pushing the reset button!"
So on day 14, I spent over 3 hours on chat attempting to cancel. But they said I was over my 14 day cooling off period and the termination fee would be £225.
Finally they agreed to waive the fee, but I would have to wait 14 days to "disconnect" and would receive a final bill at that time. So I have to wait 2 more weeks until I can migrate to another isp. I also am expecting to be charged for a month with no service.