Broadband is not working for few days

[Zen2024]

Hi,

Maybe someone more experienced can help me with the current problem i'm facing. This is the 4th day i dont have broadband, i have already opened a case and talk to multiple advisers on chat and phone and i'm sick of keep doing restarts/resets of the router.

I'm suggesting to then that in the Event log there are critical errors and they dont even listen to me, this are the errors:

CONNECTION FAILED TO RESOLVE 

APP_TRACE: bad address

'vfcc.bootstrapacs.vodafone.co.uk

User tch.logger in /usr/lib/lua/todfw/init.lua:246

Can someone in this forum maybe help me? I have a router THG3000

Vodafone will send a engineer to check, but thats in another 4 days...

I think i wanna cancel my contract at this point...

[Zen2024]

Solid white on all of them, nothing connected to the usb ports. The router is new from vodafone, received yesterday. Cause they replaced the old one which had the same fault. 

Did you manage to read the event log?

[Jayach]

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@Zen2024 wrote:
Did you manage to read the event log?

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Yes, able to read it, understanding it is another thing, I'm no expert at that.

The only thing I can fathom is that it doesn't seem to be contacting the internet at all, even the clock isn't being set.

However that should be impossible because a sold white internet light on the router says it has authenticated to Vodafone.

Very strange.

[Zen2024]

Thank you for the help Jay. If no one in this forum can help me, probably i will change the internet provider. It's just hard cause i work from home and i need a stable service. As you mentioned probably the engineer wont be able to troubleshoot this... 

[MakeMyDay]

ne thing to note is that there are 2 key steps to getting out to the web,
1) is all the HW configuration and handshaking to set operating parameters, a simplae analogy is that you are correctly electrically connected to the network, and a but
2) Then there is the account control and permissioning on top of 1)  to get you data connected and flowing to/from the intenet.

You can have 1) working and data rates established and a 'connected' led, but not 2) 'Internet' Connected, often a seperate or 2nd level indicator, If all the electronics are working correctly you can have a 1) without a 2) but not the revese.   Your situation does seem confused ( and I'm not a vf/ FTTP log expert at all (understand some of TP-Link and *dsl stuff though)
Will require some patience to get the right people to look at this, i.e. 2nd / 3rd line support and not the 1st line / help(!)  desk, fingers crossed they are working to this.

[Zen2024]

I think 2nd, 3rd line support are extinct in the tech department. They booked an engineer for wednesday...lets see if he will do more than just check the line. I had too many chats ending with the same reset/restart and no one was listening when i told them about the event log. Like they dont know about the existence of it. Its already the 5th day without service, had to buy a router with sim and unlimited data...which i feel they should pay for it... Oh yeah, i forgot...i'm getting 9£/day of service loss. If that would be 9£/hour, the internet would be fix same day.

[Cynric]

@Zen2024 Sorry for the delay, I couldn't open the link to the log initially. Right (daft?) question time ...

In the network settings are the DNS settings at the default or did you change them? If so can you change them again.  I'm asking because of the error line 'no servers in /tmp/resolv.conf.auto' and I believe that this populated during bootstrap from /etc/resolv.conf looking at the source for OpenWRT. This is causing all the subsequent DNS queries to fail.

You said that you did reset the box, did also try a "factory reset"?

Desperation question, have you tried the cable going from the router WAN socket to the ONT?

[Cynric]

@Zen2024 The line 'User tch.logger in /usr/lib/lua/todfw/init.lua:246' is the router loading a plugin, in this case the log writer plugin. It's not an error.

[Zen2024]

Hi Cynric,

I did not change any settings of the router, i just checked the Event log. Everything is as default or set to automatic, as per DNS is set as automatic. I tried factory reset from the routers menu and is the same issue.

The cable in question was changed when i received the new router from vodafone. So all cables/splitter was already swapped for new ones, which concludes that they are not at fault.

Same issue on the old and new router...

If u would set up manually the DNS, what IP should i add?

Thank you,

[Cynric]

@Zen2024  Oh this is not "fun" for you. I'd change DNS1 to 1.0.0.1 (cloudflare) and DNS2 to 8.8.4.4 (google). Keep nagging VF support because this may be something we cannot resolve through the user interface.

[Zen2024]

I will give it a try,

Thank you.