Broadband down for 48 hours in DL3 (Darlington)

[ScoobySteve]

Hi All,

My parents who live in the DL3 postcode in Darlington lost their internet on the morning of 4th January and it's still down now. I have chatted with a TOBI agent who when pushed told me it was an issue with the 'backhaul' and not to worry as it was being worked on and should be sorted in the next 24-48 hours.

I'm struggling to understand how it can take more than 48 hours to resolve a fault that must be affecting quite a few users. Is anyone else aware of issues in this postcode/Darlington in general or better still what the actual problem is any any resolution timescales

Thanks

The network check https://www.vodafone.co.uk/network/status-checker also shows there is a problem....

[richardsw]

We're in DL39 and have the same problem. Found your question when searching to see if I could find any more than Vodafone could tell us. Spoke to Vodafone help couple of times but couldn't tell us what the fault is or how long it would take to fix. 3.5 days now without broadband ...

Not really good enough tbh.

[ScoobySteve]

Hi. thanks for confirming my parents are not alone. Their postcode is tiny, only contains 6 houses at the junction of Y.Drive and G Avenue (you hopefully know where I mean). I've checked the 2 adjacent postcodes on the Vodafone Network checker says they are all OK so it must be a very localised problem and therefore in my head easy to solve. I will check with my parents tomorrow if it's still off and if it is still not working I'm going to raise a formal complaint about the lack of service and the lack of any meaningful information about why it is taking so long to repair.  

[CSwift24]

We live in this area and have the same problem. The lack of communication has been appalling. Every time I have contacted them all they respond is that it’ll be 24-48 hours and engineers are working on it. 

[richardsw]

We're in a slightly different area (cockerton), but same here, post code only covers a small area, and all other surrounding ones seem fine on the vodafone network checker.

[richardsw]

Tried 'tobi' again this evening and no further forward. Just the same they're working on the problem, it's a high priority (so they say), and it'll be fixed as soon as possible, but no commitment to when it'll be fixed.

Filled in the online complaints form for what it's worth!

[ScoobySteve]

I called the vodafone complaints line this morning (9th Jan) 0808 0057 448 and spoke to a helpful gentleman who said whilst he couldn't go into to much detail as I wasn't security cleared on the vodafone system for my parents account he told me there was a backhaul outage on the BT/City Fibre side but there was nothing that could be done until BT/City Fibre fixed their outage and there were no timescales for this fix. and Vodafone just had to wait for the fix. I explained what was most frustrating was not knowing what was wrong and how long it was going to take to fix as someone must be able to find this out.

I've also sent in an online complaint to try and add weight to the issue

[CSwift24]

That’s helpful, thank you. I also put a complaint in. 

[CSwift24]

We seem to be back on now - fingers crossed it lasts!

[ScoobySteve]

Glad your back up CSwift24. I've currently asked my parents to reboot their router