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Broadband connection

Broadband keeps disconnecting several times an hour

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GJA 3: Seeker
3: Seeker

Hi, my high speed braodband stopped working last week, after days of messing about on the phone with the call centre repeatedly asking me to perform clearly pointless tasks with cables and boxes etc. an Openreach engineer finally attended and diagnosed several problems causing intermitten loops. We now have a new Mk4 socket, new phone filter, cables, new main inlet cable connections in to the house and a full internal wiring check. This seemed to cure the problem for a couple of days, but now we are losing internet several times an hour and getting the "no connection restart your router" message, This reconnects the broadband, or if you leave it for a minute it reconnects itself. 

I would like to eliminate the router (in every sense!) how do I get a new router without spending days on the phone being asked to perform pointless tests again ..... I work and am busy plus my sanity cannot take it. Any help would be appreciated, thank you. 

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14: Advanced member

It’s important to know what your rights are when it comes to your broadband service - especially if you’re unhappy with vodafone .  Ombudsman Service and Ofcom has very clear rules.

first of all you don't pay for a router to use vodafone broadband it is up to vodafone to make sure your equipment that is provided to you should be fit for purpose. If equipment supplied is faulty and vodafone does not remedy the issue promptly then you have good grounds for complaint. vodafone should cover all costs even if it means paying for a third party router because the vodafone router wont work on your line which vodafone has already acknowledged that the issues is current , 

You are entitled to compensation and you need to take this up with the complaints department to work out how much you are entitled to at 

https://www.vodafone.co.uk/help-and-information/complaints/code-of-practice

if you are still having issues and are paying for sevices you are simple not getting then you can request to leave for free 

 

ofcom.jpgcompansaion.jpg

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27 REPLIES 27
14: Advanced member

how long have you got befor you can leave 

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Highlighted
3: Seeker

I bought a £40 TP-Link W9970 router and set up with the advice given here: https://forum.vodafone.co.uk/t5/Other-broadband-queries/HOW-TO-Use-a-third-party-router-on-Vodafone-...

 

My disconnection problem was solved immediately.

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6: Helper

The router that is supplied with vodafone is terrible. Plenty of people have posted similar issue as you have mentioned.

 

As has been suggested a third party router is the best way forward. This has resolved similar issues with other members of the forum including as above @otce.

 

Good Luck

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GJA 3: Seeker
3: Seeker

Thank you people, I will look at the 3rd party options 

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GJA 3: Seeker
3: Seeker

So before trying an expensive 3rd party router (why should I pay to replace something that should work?) I tried Vodafone support again, explained that I had spend hours last week on the phone going through pointless "unplug this, connect that" routines which told them there was a "loop". That an Openreach engineer attended two days later checked all internal wires, fitted a new MK4 socket box repaired some dodgy connections at the main VDSL input, used new cables and phone filter. I explained that after all that it was the same, the wi-fi connection remains good but I have intermittent loss of dsl, the modem internet light goes red and I get a "re start your router message".  If you leave it sometimes re-starts itself and works agin for a bit.

Anyway yesterday the support person took me through the usual "pull this, plug that" routines again, then a mind-bending process to set up manual channels on split 2.4 & 5 ghtz. (so another hour of my life I will never get back!)

I kept asking to try a new router and telling her the wi-fi was NOT the issue and I couldn't see how different wi-fi settings would cure a loss of dsl to, or within the router. And of course it has not worked! I still keep getting dsl loss and shutdowns.

I'm now wondering if the original 'loop' (or short-circuit) that openreach found has damaged the router? How DO you persuade Vodafone to send a new router to test? Its the only part of the system that has not been either tested by Openreach or replaced.  I'm now, officially, fed up with Vodafone who seem to do anything to avoid the obvious and supply a new router to try.

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3: Seeker

No idea what you need to do to get a new router from VF but they sent me another one and the problem persisted anyway. Only cure was a non-VF router. Now at 7 days without a single dropped connection...

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GJA 3: Seeker
3: Seeker

Right, thank you. It does look like I need to dip my hand in my pocket for a 3rd party router then

I'm just not looking to spending even more time on calls to get my router ID and then the inevitable set up process.

 

 

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3: Seeker

I paid less than than £40 for a TP-Link W9970 router on Amazon and used its automatic setup wizard. I was online in less than 5 minutes.

 

Or just follow the advice here to do it manually: https://forum.vodafone.co.uk/t5/Other-broadband-queries/HOW-TO-Use-a-third-party-router-on-Vodafone-...

 

The online chat with VF customer service is probably the most painless way to get your user ID and password.

 

Honestly, it's easy and best £40 I ever spent, should have done it 6 weeks ago and saved myself a world of stress.

 

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14: Advanced member

It’s important to know what your rights are when it comes to your broadband service - especially if you’re unhappy with vodafone .  Ombudsman Service and Ofcom has very clear rules.

first of all you don't pay for a router to use vodafone broadband it is up to vodafone to make sure your equipment that is provided to you should be fit for purpose. If equipment supplied is faulty and vodafone does not remedy the issue promptly then you have good grounds for complaint. vodafone should cover all costs even if it means paying for a third party router because the vodafone router wont work on your line which vodafone has already acknowledged that the issues is current , 

You are entitled to compensation and you need to take this up with the complaints department to work out how much you are entitled to at 

https://www.vodafone.co.uk/help-and-information/complaints/code-of-practice

if you are still having issues and are paying for sevices you are simple not getting then you can request to leave for free 

 

ofcom.jpgcompansaion.jpg

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GJA 3: Seeker
3: Seeker

I really appreciate your advice there, thank you 

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GJA 3: Seeker
3: Seeker

Whilst following other options kindly suggested by members I'm still not letting VF off the hook as my connection is still failing then re connecting on a regular basis (despite engineers visit, new socket, leads filters and fancy settings) VF have been monitoring my connection for 24hrs (supposedly) whilst I've had numerous drop-outs but nobody has come back to me. The chat is 'busy' and I just cant face calling any more (I've spent longer talking to VF the last two weeks than my family!).

What's supposed to happen, do they come back to me? or do I have to endure the soul destroying process of "pull this plug that, please wait, change settings etc etc" just to get some action on the log they are supposed to be complilng?    

 

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14: Advanced member

I really do feel sorry for you . You will get a staff member soon that will pm you and say I sent you a private message. the private message will say please send us your issue . After about three days you will get an email saying please ring vodafone as we can't help you here 

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GJA 3: Seeker
3: Seeker

... The saga continues, after VF set up 24hr monitoring 3 days ago and I had suffered continued internet failures nobody got back to me. One wonders what the point of the monitoring was apart from a delay tacic?

After numerous attempts to get a response from 'chat' yesterday I finally got through this morning, usual time wasting then after some complaint and pressure they are finally sending a new router to try after 2 weeks of messing about. More importantly VF say it looks like a line fault (who would have guessed!) and will get an engineer to contact me for what will be the second Openreach attempt at a fix, hopefully within 3 days. That will have been 3 weeks of my life basically spent chasing and waiting for a resoloution, we shall see. 

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14: Advanced member

i think it normaly takes about 6 weeks to be honest 

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Moderator (Retired) Joe
Moderator (Retired)

@GJA I've sent you a message on how to get in touch. Please let us know if you receive any update from the Technical Specialist team. Joe

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GJA 3: Seeker
3: Seeker

Thank you Joe, several days later I have still had no contact from the engineer I was promised.

I have had a txt message saying that "changes had been made to my line that had fixed the problem", but it hasn't, and I'm still getting regular VDSL disconnections. 

I have tried all morning to get online chat to chase this but yet again it's busy. 

I have in desperation submitted a complaint to VF detailing the saga so far, but I hold out zero hope of that having any effect.

I'm at a loss what to do TBH, I would like he internet I'm paying for, I need it for work as well, I moved from TalkTalk because of the joke support but this is on another level of neglectful, muddled indifference. However one thing works OK with VF, the direct debit went through OK. 

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GJA 3: Seeker
3: Seeker

So maybe my complaint or some prodding from here did something? but I have just  received a call from support!

Sadly the agent wasn't aware that I had been told an engineer was supposed to have contacted me 3 days ago and said there was no record of the request! Also wasn't aware that a new router had been promised!

She then re-confirmed that regular disconnections had been monitored, but completely contrary to previous diagnosis was not outside the property. When I queried why I had been txt messaged to say external line changes had "fixed" the problem, I was told DLM(?) had been reset, sadly I've no idea what that is but know it did not cure the internet disconnections.

The agent asked not to use a laptop connected to the router by cable and was confused when I said I had only connected by cable at their request and usually only used Wifi. 

They will apparently monotor some more (why!) and wait to see if the new router sorts it before asking an engineer to call ............ groundhog day! Which brings me back to my repeated requests for a new router over the last three weeks, if that turns out to be the issue I'll not be happy.

Anyway thank you to those that have contributed or assisted so far.

 

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Moderator (Retired)

It's good to see you're getting this sorted @GJA, I can see it's not been a great journey.


I think you've got more than one issue happening which is making things a bit more complicated.


DLM incidentally is a system that we use to monitor your service, and keep it working at it's best. If there's any issues, it reacts by making some changes to your service which can help to make it more stable. If you have a lot of drops or data errors, DLM can reduce your over all speed to try and compensate. When we get an engineer to reset DLM, your speed will go back to the maximum again, and as long as everything’s stable, it will stay there.

 

If the team are looking to monitor over a longer period, this suggests that we’re wanting to make sure DLM stays stable, and doesn’t start changing things again.

 

Keep us in the loop with this one. 

 

Blair

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GJA 3: Seeker
3: Seeker

Thank you Blair, the new router arrived yesterday, I tried to set it up as I had been instructed by the help team previously. I had been advised to split the 2.4 & 5 ghz bands, manuall set channels and change some other settings (?) which I do not recall.

I've managed to split the 2.4 & 5 ghz bands but several devices now cannot "see" the 5 ghz wifi. Unfortunately support have not re-contacted me once the new wifi arrived so I've not had the necessary assistance.

Anyway, the vdsl drop-offs where the red internet light came on then flashed green as it failed to connect, have stopped, but now we are regularly losing internet access to random devices, although the red internet light no longer comes on with the new router and the wifi light also remains stable. Just to list the actions taken so far, we are on FTC and copper to house,

  • Openreach engineer has tested and replaced the broadband/telecom connection in to the property
  • Tested internal telecom/braodband wiring
  • replaced the main wall socket
  • replaced cables
  • we now have a new router
  • I've replaced the internal phone & filter
  • Moved the phone/socket connection
  • moved/removed anything that may be interfering with wifi
  • Carried out a channel analysis and set wifi channels to best & least used according to advice to avoid overlaps etc   

I could really do with some advice on optimising all the router settings, page by page so the 5ghz can be seen by all devices that used it previously, or should I just re-set it to factory / Auto and hope? Many thanks again folks,  

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