Broadband router not working & only the red power light is on

[Norfolk2028]

No broadband and the box is only showing one red power light and no others.

Have run a test using the app and it shows a problem.

Still waiting for someone to contact me from the technical team.

The back up dongle also does not work so clearly something is wrong with the box.

I have reset, powered down box but still nothing

[doomlord69]

Thanks. Yes that is what happened the eBay Vodafone router restarted a few times and then seems to have stabilised with a solid white internet light. No configuration required to get online.

I rang support to check when my replacement router is arriving and they say DPD don't deliver at weekends so it'll arrive Monday. Why don't they use a quicker courier!!! They told me 3 to 5 working days last Monday.

I told the support representative I have got a temporary Vodafone router and he told me to give him the serial number and do a factory reset so it shows on their network. I told him it seemed fine but he insisted it was required. Did that and it's back up again after 5 minutes. I've put in the WiFi details I had before so all my existing devices don't need reconfiguring and I've taken a config backup.

So it's all in a good state now and I'll get the new router plugged in when that arrives and use that. This eBay one will be kept as a backup if this ever happens again. For only £5 it's reassuring to know I can get online quickly whilst support take 2 days to get back to me and another 5 days to get a replacement.

[doomlord69]

Latest update.

The replacement router has still not arrived. I have rung them 3 times and they are saying there is a problem with the DPD system but it's on its way. 

The router was supposedly ordered last Monday 7th August with a 3-5 day delivery time.

It is now August 16.

Why use DPD if they are so crap! Don't they have an alternative courier company? There's plenty out there.

And 3-5 working days. The router is needed for broadband and the phone line.

To top it all off the call centre line is really poor and I can't hear the second line support agent talking as it keeps cutting off her end. She said she is working from home.

[Ripshod]

I use DPD a lot and they're usually spot on. So it's highly likely vf have dropped the ball and are just blaming others.

The only call centres I have dealt with were in Egypt, and yes call quality is very poor (must be using vodafone, lol)

Thankfully you've already got yourself online - something they are apparently struggling with. 

[Jayach]

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@doomlord69 wrote:

The replacement router has still not arrived. I have rung them 3 times and they are saying there is a problem with the DPD system but it's on its way. 

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I suspect the problem with the DPD system, is they haven't been given a router to deliver yet.

But then I'm an old cynic.

[CrimsonLiar]

So no one is using the DPD app, which automatically adds parcels being sent to you with you having to do nothing?

If you are using the app with your details in there, you don't need the tracking number, and you can see when a parcel is dispatched to you - even internationally!

*Not spam, I'm not employed by DPD or being paid for this, just surprised no one seems to be aware of this!

[Ripshod]

I use the app. Tracking 3 parcels right now. 

The 'Shop' app works automatically too - in fact it tracks just about any parcel on the major services.

I also have no affiliation to that app or Google. 

[doomlord69]

Just an update on this. My replacement router arrived and I rang them up and they connected it their end. 2 days later another one arrived. I'll keep that in case it happens again. I was told I would get compensation of about £9 a day whilst the service was down but I wonder if by using a temporary router that will stop the system detecting over a week of down time.

One thing I noticed is that all the white lights are dim apart from the Phone light in the middle. The last router had all bright lights and I liked that 

[Jayach]

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@doomlord69 wrote:

One thing I noticed is that all the white lights are dim apart from the Phone light in the middle. The last router had all bright lights and I liked that 

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I find the lights are always too dim on the THG3000, not surprising as what we see is their reflection off the dark grey case foot, terrible design.

Strange the Phone one should be brighter. I'm still on the PSTN, so my phone led is never lit.

[Janey]

Hi @doomlord69  I'm glad to see your router has arrived and you're now connected. If your service had stopped working you may eligible for Automatic Compensation. It's applied automatically and will be confirmed to you by message or email. If you'd like us to look into it, please pop us a message on Facebook, X, or Instagram

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