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...

[Jayach]

I think what you are seeing in the log is a symptom of the fault, not a cause.

So, firstly, are you on FTTC (connected to a BT phone socket) or FTTP (connected to an ONT with lights on)

Was it working and just stopped?

[Zen2024]

Hi Jayach,

I'm connected to a BT phone socket, so FTTC.

Yes, it was working till last wednesday with no issues. Vodafone sent me yesterday a new router but there is still no service. The errors in the event log are the same for old/new router. 

[Cynric]

@Zen2024 I think that there is more detail in the log.

[Zen2024]

 Can i upload files on this forum? I have downloaded the event log and can share it.

[Zen2024]

https://drive.google.com/file/d/1IdH-Cq9r73OJyalZTKejDd-C-euDMO27/view?usp=drivesdk

I have uploaded to my drive, please have a look

[Jayach]

It says we need access to view it.

What is the internet light on the router doing?

[Zen2024]

I have removed the restriction for the link, sorry about that.

Power, Internet and WiFi all white and lit.

[Jayach]

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@Zen2024 wrote:
Power, Internet and WiFi all white and lit.

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Then it really should be working, I don't think an Openreach engineer will be able to do any thing.

[Jayach]

You say the internet light is white, is that solid or flashing? Do you have anything connected to the USB ports?