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Broadband connection

Apple Watch Causes new Vox 3 Router to Crash and loose internet access

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4: Newbie

Ive had an appalling experience with Vodafone a red cable link issue is only the tip of the iceburg.

Since they sent me there new router to try to rectify some issues ive been having its been randemly crashing sometimes every ten mins or so.

I have today been informed by the Directors office that there is a compatability problem between Apples Watch and the firmware installed in the new router causing random crashes on the new Vox 3 router it just reboots causing it to loose internet access.

I was just amazed that Vodafone could send out these new routers with such a massive problem.

 

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23 REPLIES 23
Moderator
Moderator

Thanks for getting in touch @boardmann - it's really disappointing to hear about these drops that you've been having. As our Directs Office are the highest point of escalation for your complaint, they'll continue to deal with this and keep you updated. 

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4: Newbie

It's appalling really that a new router can be sent out to the public with these firmware faults.

The previous version 2 router also had connection problems with Apple products but this issue takes it to a new level of incompetence.

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4: Newbie

i have 2 apple watches connected and am suffering the same dropping out, may well be this is my problem?

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4: Newbie

Possibly, try turning off wi-fi on your Apple Watches for 24 hours to see if this resolves the situation then you will know.

Slide up on your Apple Watch screen and turn the blue wi-fi icon to off.

 

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4: Newbie

Well after 1 day with both Apple watches and iphones disconnected from the th3000 router , i have now had no disconnections after 24 hours.

Early days, but this has not happened since i changed the router over 10 days or so ago.

Hoping my speed will now pick up from 18meg to the minimum 33meg stated in my contract.

I was at 40 meg with sky and stable.

Work that one out!

 

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4: Newbie

48 hours with no dropped connections whilst having no apple products connected to the th3000 router.

Speed still stuck at 18 meg :-( so have now escalated with live chat to a support ticket.

72 hours given for a response.

Chat stated they may need to send an engineer, i tried to explain what i have found but very little was absoprbed by the operator!

Surely if i am having diconnnections and now hopefully it is stable my line can just be increased back to the speed i was given at the start max55 minimum 32m?

DLM.

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4: Newbie

Hi, Send an email to the directors office explaining your dissatisfaction and the poor sevice you have recieved.

You should hopefully receive a response within a few days,  send it to Nick Jeffery he's Vodafone's CEO  and use your account number as a reference.

Youll find his email on google as you cant post them on this forum.

 

Best of Luck

 

NB

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4: Newbie

Complained to Ceo and also official complaint asking to leave due to unable to be able to use my apple products and thus nit a usable service.

Anybody thinking of joining vodafone, think again , I have never had any trouble with my broadband before (sky)but the vodafone package whilst cheaper is just not worth the hassle.

By the way my line is still stable after 60 hours, totally unprecedented with the th3000, but all apple products disconnected.:-(

 

 

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4: Newbie

Now 3 days without any disconnection, totally unprecedented.

Stillstuck on 18 meg and no sign of any speed improvement also no sign of any response from CS ref my ticket.

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4: Newbie

Have you tried to contact the directors office regarding your requests the number is 0808 003 5200 and you'll need your six didgit reference number which should of been sent in a return email.

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4: Newbie

Thanks , will do this afternoon 

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4: Newbie

Hi Just a bit more information, have just read on the forum by a member called bobsgigafast that a new firmware is going to be released by VF either next week on by the latest 8th December 2019.

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4: Newbie

Recieved a call a few minutes ago from the directors office and am informed the fix is unlikely to be rolled out until january.

They are sending out a new router to see if this helps my dropped connection.

I am informed that I am unable to be released from my contract.

Lets hope the new router helps my connection but I dont see how in my opinion.

Still bumping along at 18meg despite my minimum being 30 meg.

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4: Newbie

4th day with no drop outs, new router arrived and is up and working.

still only bumping along at 18 meg and CS have not contacted me as yet   72 hours this afternoon.

i have recieved a call from directors office tho ref the new router.

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4: Newbie

update

Bt openreach engineer called yesterday , sent by vodafone for a line fault.

I explained everything to him around the watches disconecting the router which in turn would lower my speed.

He was absolutely brilliant, escalated to his manager who reset the line for me.

Now at 40 meg , no drop outs since it was reset at 3.00pm yesterday :-)

Vodafone need to let their tech team know and openreach that this is a problem, how many hours would open reach investigate a non existent fault and if only they knew about the watch debacle could be solved in less than an hour.

If not expect to go round in circles for months.

Not good enough Vodafone.

 

 

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Moderator

@philds Glad to hear your speeds have now improved for you after the call! 
I'm really sorry for the amount of time this has taken to resolve. If there's anything else we can help with in the future, please come back to us here on the Community. 

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3: Seeker

I also have the same. I cant charge my Apple Watch in my home as my internet gos down. I am not sure what to do. I am going to see if Vodafone will let me out  my Internet contract. I can do anything if my Apple Watch is on 

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Moderator

I'd like to take a look into why this is happening for you and help to resolve this @Gbh1.

Please message us on Facebook or Twitter and a member of our team will be in touch to help. Please ensure you include a link to your post and your Community username in your message. You then won't need to repeat yourself and we can resolve things quickly.  

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4: Newbie

This has been going on due to the massive incompetence of Vodafone and its IT Team. They release a new Router that is incompatible with Apple products mainly the Apple watch which causes the router to re-boot an loose its internet connection. An appalling mess 

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