Broadband problems - dropping frequently, slow speeds

[kateish]

Hi - new to this forum and hoping someone is able to help!

We signed up to Vodafone in March and have had issues from the start really - slow speeds, dropping out etc. We were eventually issued with a booster which improved things a little from a speed perspective - but it now seems to be worse again and now we are also having our WIFI drop out multiple times per day. Some devices (like my husband's laptop) are still choosing to connect to the main router, even when the booster is closer, and it's showing "bad performance" in the app.

I've contacted customer service many times - for some reason, when I'm on with them things seem to improve and they tell me there's no issue. But we're still having issues with signal dropping intermittently which is not ideal when we both WFH.

I've logged into the router this morning and can see an error log but not sure what I should be looking for. I can see notices, errors, warnings and info... Some examples are:

• data Error failed to send packet: Network is unreachable
• data Error failed to send packet: Address family not supported by protocol
• system Warning upnp_event_process_notify: connect failed: Connection timed out

I see identifying information on there so don't want to post the full thing.

Is anyone able to point me in the right direction of what to look for so I can be armed with the right information for customer service? We really can't go on like this but unfortunately we're stuck in our contract.

Much appreciated.

[Cynric]

@kateish Did you read this thread https://forum.vodafone.co.uk/t5/Other-broadband-queries/vodafone-pro2-broadband-device-locking/m-p/2...

I'm sorry but the portion of the router log isn't much help. If you could paste in greater detail, including the timestamps, having made sure personal info has been redacted it may help. Also which Vodafone broadband product are you on?

[kateish]

Thanks, I've had a look at the link and been able to check the box for "Look for other wireless networks while connected to this network" but on both of our work laptops, the option to change the roaming aggressiveness is not there.

I can't remember the exact time of the drop out this morning, but yesterday we had issues when we were watching the start of the Grand Prix - so easier to know what time. Here are some of the logs from this time... I removed a lot of duplicate "DROP wan in" lines too.

22.09.2024	12:46:58	wan	Info	Removing intercept reason: "wan_down"
22.09.2024	12:48:17	data	Notice	[RRM] Send beacon request on interface <0/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 64 (token 75).
22.09.2024	12:48:18	data	Notice	[RRM] Beacon request timeout on interface <0/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 64 (token 75).
22.09.2024	12:48:18	data	Notice	[RRM] Send beacon request on interface <0/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 6 (token 76).
22.09.2024	12:48:19	data	Notice	[RRM] Beacon request timeout on interface <0/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 6 (token 76).
22.09.2024	13:00:05	system	Warning	2024/09/22 13:00:05 [warn] 6634#0: *59 [lua] session.lua:354: new(): new session for default user
22.09.2024	13:00:05	system	Error	2024/09/22 13:00:05 [error] 6634#0: *59 [lua] sessionmgr.lua:262: redirectIfNotAuthorized(): Unauthorized request
22.09.2024	13:00:06	system	Warning	2024/09/22 13:00:06 [warn] 6634#0: *61 [lua] accesscontrol_token.lua:346: authenticate(): request with invalid token -----BEGIN CERTIFICATE----- REDACTED CERTIFICATE NAME -----END CERTIFICATE-----
22.09.2024	13:04:02	firewall	Warning	[341339.124793] DROP wan out: IN=pppoe-wan OUT=pppoe-wan MAC= src=2001:****:0001:0332:****:0000:0000:00cd DST=****:****:****:fa00:****:f61c:****:26** LEN=64 TC=0 HOPLIMIT=243 FLOWLBL=0 PROTO=TCP SPT=37909 DPT=5443 WINDOW=65535 RES=0x00 SYN URGP=0 MARK=0x8008000
22.09.2024	13:04:49	data	Notice	[RRM] Send beacon request on interface <0/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 64 (token 77).
22.09.2024	13:04:50	data	Notice	[RRM] Beacon request timeout on interface <0/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 64 (token 77).
22.09.2024	13:04:50	data	Notice	[RRM] Send beacon request on interface <0/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 6 (token 78).
22.09.2024	13:04:50	data	Notice	[RRM] Beacon request timeout on interface <0/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 6 (token 78).
22.09.2024	13:04:53	system	Warning	[341389.773817] br-lan: received packet on wl1 with own address as source address
22.09.2024	13:04:53	data	Notice	Added new STA to monitor [REDACTED TV MAC ADDRESS]
22.09.2024	13:04:53	lan	Info	DHCPREQUEST(br-lan) REDACTED TV IP ADDRESS REDACTED TV MAC ADDRESS
22.09.2024	13:04:53	lan	Info	DHCPACK(br-lan) REDACTED TV IP ADDRESS REDACTED TV MAC ADDRESS Samsung
22.09.2024	13:05:37	data	Notice	Deleting STA from monitor [REDACTED TV MAC ADDRESS]
22.09.2024	13:05:53	data	Notice	[RRM] Send beacon request on interface <1/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 64 (token 79).
22.09.2024	13:05:54	data	Notice	[RRM] Beacon request timeout on interface <1/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 64 (token 79).
22.09.2024	13:05:54	data	Notice	[RRM] Send beacon request on interface <1/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 6 (token 80).
22.09.2024	13:05:55	data	Notice	[RRM] Beacon request timeout on interface <1/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 6 (token 80).
22.09.2024	13:06:01	system	Warning	[341458.413817] br-lan: received packet on wl0 with own address as source address
22.09.2024	13:06:01	data	Notice	Added new STA to monitor [REDACTED TV MAC ADDRESS]
22.09.2024	13:06:01	data	Notice	Deleting STA from monitor [REDACTED TV MAC ADDRESS]
22.09.2024	13:06:05	lan	Info	DHCPREQUEST(br-lan) REDACTED TV IP ADDRESS REDACTED TV MAC ADDRESS
22.09.2024	13:06:05	lan	Info	DHCPACK(br-lan) REDACTED TV IP ADDRESS REDACTED TV MAC ADDRESS Samsung
22.09.2024	13:08:59	data	Notice	[RRM] Send beacon request on interface <0/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 64 (token 81).
22.09.2024	13:09:00	data	Notice	[RRM] Beacon request timeout on interface <0/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 64 (token 81).
22.09.2024	13:09:00	data	Notice	[RRM] Send beacon request on interface <0/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 6 (token 82).
22.09.2024	13:09:00	data	Notice	[RRM] Beacon request timeout on interface <0/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 6 (token 82).
22.09.2024	13:09:04	system	Warning	[341640.995156] br-lan: received packet on wl1 with own address as source address
22.09.2024	13:09:04	data	Notice	Added new STA to monitor [REDACTED TV MAC ADDRESS]
22.09.2024	13:09:04	lan	Info	DHCPREQUEST(br-lan) REDACTED TV IP ADDRESS REDACTED TV MAC ADDRESS
22.09.2024	13:09:04	lan	Info	DHCPACK(br-lan) REDACTED TV IP ADDRESS REDACTED TV MAC ADDRESS Samsung
22.09.2024	13:09:37	data	Notice	Deleting STA from monitor [REDACTED TV MAC ADDRESS]
22.09.2024	13:10:03	data	Notice	[RRM] Send beacon request on interface <1/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 64 (token 83).
22.09.2024	13:10:04	data	Notice	[RRM] Beacon request timeout on interface <1/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 64 (token 83).
22.09.2024	13:10:04	data	Notice	[RRM] Send beacon request on interface <1/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 6 (token 84).
22.09.2024	13:10:05	data	Notice	[RRM] Beacon request timeout on interface <1/0> to <REDACTED TV MAC ADDRESS> for BSSID <ff:ff:ff:ff:ff:ff> or SSID <REDACTED NETWORK NAME> on channel 6 (token 84).
22.09.2024	13:10:13	lan	Info	Probing device REDACTED TV MAC ADDRESS IP address REDACTED TV IP ADDRESS on interface br-lan
22.09.2024	13:10:13	lan	Info	Probing device REDACTED TV MAC ADDRESS IP address ****:****:***:fa01:952c:a998:****:fa8c on interface br-lan
22.09.2024	13:10:13	lan	Info	Probing device REDACTED TV MAC ADDRESS IP address ****:****:***:fa01:a2d7:f3ff:****:47dc on interface br-lan
22.09.2024	13:10:13	lan	Info	Probing device REDACTED TV MAC ADDRESS IP address ****:****:***:fa01:4cc6:****:f9c5:5f17 on interface br-lan
22.09.2024	13:10:35	lan	Info	DHCPDISCOVER(br-lan) REDACTED TV MAC ADDRESS
22.09.2024	13:10:35	lan	Info	DHCPOFFER(br-lan) REDACTED TV IP ADDRESS REDACTED TV MAC ADDRESS
22.09.2024	13:10:35	lan	Info	DHCPREQUEST(br-lan) REDACTED TV IP ADDRESS REDACTED TV MAC ADDRESS
22.09.2024	13:10:35	lan	Info	DHCPACK(br-lan) REDACTED TV IP ADDRESS REDACTED TV MAC ADDRESS Samsung

Thanks

[Cynric]

@kateish The key thing is the top row with "wan_down". That looks like a disconnect to VF, everything else looks OK. 

When you say "slow speeds" is that over WiFi only or also over wired connections? Do you have a booster or Access Point and find that WiFi devices are not always choosing the nearest beacon?

[kateish]

We only have 1 wired device (home CCTV network) everything else connects via WIFI as the router is in the garage (where the FTTP box is). 

We do have a booster but find there's no real correlation which devices choose the booster and which choose the router. As I look at it now, the majority of connected devices are connected to the booster. In yesterday's case, we were streaming the Grand Prix through the TV (via Now TV) and it was buffering / freezing but I'm not sure whether it was connecting itself to the router or booster.

Our previous boosters (Sky/BT) were also plugged into an ethernet socket under the stairs but our current Vodafone booster is not. I don't know if that is making a difference or not.

Looking at the full log, we I can see the "wan_down" code 114 times since 3am on 21st Sept - does this seem like a lot? Anything else I should be looking for alongside it? Thanks

[Cynric]

@kateish 114 times !!! Something is very odd. Get hold of VF's helpdesk and don't let them give you any nonsense. If you can, keep an eye on the ONT lights, it could be a problem with the fibre.

[DoctorHeadlock]

Unfortunately, all VF's helpdesk ever have in stock is weapons-grade nonsense.

[Cynric]

@DoctorHeadlock Now there's a phrase I wish I had invented, I would have copyright on it 🙂 🙂 🙂

You have to be very persistent I'm sorry to say. It took me weeks before I got anywhere. Did you try both the social media (who want too much personal info) and the telephone number?

[crusaderstorm]

I got Vodafone fibre 5th August and have had constant dropping episodes every couple of hours. Escalated to Vodafone several times and they have had me doing reset after reset, moving boosters and even taking devices offline because they said it could be problematic. Escalated to cancel and was transferred to 2nd level support who finally advised that there is a  known firmware issue with the Ultra Hub. Found out so far this has been an issue since Jan 24 at least. No ideam when update available.

[Ripshod]

I detect more than a little farmyard scent in their response. If they'd know abot this in Jamuary it would have been fixed by now. They haven't got a clue how they've messed this up.