Router and SOGEA adapter never delivered

[Allen1826]

I have had broadband contracts with Vodafone for the past 4 years, but I'm very unhappy with them at the moment and am on the verge of cancelling the latest contract.

My Fibre 2 was activated on 8th June with the new router and SOGEA adapter expected to be delivered on 5th June, but this never arrived and still hasn't. I'm still using the original router but of course I've had no landline for nearly 2 weeks now.

I've had 2 phone calls and an online chat with Vodafone employees to try and get these items shipped, but it's been a waste of time. Each time it shows on my account, that only the SOGEA adapter (no router) had been ordered and each time, a few days later, showing each order had been cancelled, why?

I've already made a complaint, but that will take them ages to sort and the 14 days no fee cancellation period is nearly up, so unless I can some answers by Thursday I will have option than to cancel and go with another broadband provider.  

[Ripshod]

It's only for the uk market, so why didn't they just include the ring capacitor internally and 2 bt sockets?

Who knows. 

[davenick]

Don't understand just know my landline is now obsolete and Vodafone don't care.

[Cynric]

Old analogue telephony is being withdrawn nationally and SoGEA is the replacement.

https://www.btwholesale.com/products-and-services/data/sogea.html

[Jayach]

Edited as the reply as it wasn't actually directed at @Cynric 

[Jayach]

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@Ripshod wrote:

It's only for the uk market, so why didn't they just include the ring capacitor internally and 2 bt sockets?

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Wouldn't that have made sense.

[Jayach]

The trouble is SOGEA and VoIP are completely different.

SOGEA (Single Order Generic Ethernet Access) is basically the replacement description for delivering broadband over the BT (now Openreach) copper lines and replaces BTW (BT Wholesale) as the order method.

As BTW included the phone service, PSTN (Public Switched Telephone Network) and SOGEA doesn't come with any form of telephony, the ISP's provide it separately (if they provide it at all) using VoIP (Voice over Internet Protocol)

So the adapter that connects the old analogue phones into the router is simply that, an adapter, it actually has nothing to do with VoIP or SOGEA.

Hope that has made it much clearer to understand. 🤣

[Jayach]

@davenick 

The adapter has nothing to do with activating the service, as I said before, it's just an adapter to make physically connecting the BT style plug on the telephone into the RJ11 socket(s) on the router easier.

Could you just remind us of how you got to this problem?

Let us know what service you were/are on? If it's FTTP or FTTC? Is the PHONE led on the router lit?

[davenick]

The phone light on the router is off so looks like I've got a line fault and I've been barking up the wrong tree, although if I'd been sent the adapter sooner this would have been apparent sooner. Did Vodafone availability check and fibre broadband at 21mbps is on offer with free landline. Thanks for your interest 

[Jayach]

O.K., if the PHONE led is off the digital phone service is not correctly enabled.

This may be because Vodafone haven't enabled it, or maybe you aren't on it yet. (I'm not)

Have you tried with the phone in the normal (BT) phone socket?

How long have you been with Vodafone broadband? Did you recently join or renew your contract?

Have you tried factory resetting the router? (hold the reset button at the back in for at least 10 seconds) That will sometimes force an update to the router config.

Until the PHONE led is on, there is no point trying anything to get digital voice (VoIP) working.

Have you contacted Vodafone's broadband support? 08080 034 515