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Broadband connection

Gigafast near constant drops

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2: Seeker

Hello, so this is going to be a long one. 

I recently had Gigafast internet installed, around 2/3ish months ago. As soon as it became available in my area, I jumped on board with the 900/900 line. 

Everything was amazing for the first month or so (except the installation, they've done what I would class as quite a poor job, the cables are messy and they left rubbish behind after finishing). But the internet itself was great, and I made great use of the speeds. 

It was at this time, 1 month in, that things went downhill. I started to experience full connection drops, with the Ethernet light on my ONT going off, and my router freaking out. I presumed it was a router issue, reset it, and expected it to resolve itself. It didn't. 

 

For the next week, I experienced completely random, but very frequent, full line drops, which is unbearable. I reset my router multiple times, including full reset to factory settings. I reset my ONT. I changed ALL cables with higher quality CAT 7 shielded, and I moved devices away from any power cables, and made sure everything was plugged into the wall. Was still having drops. The drops themselves seem completely random, and can happen over and over for large periods of time, or I can go a few days without one...

 

So I got in contact with the Vodafone Gigafast team. I've had engineers come round multiple times, each time with a shrug of the shoulders and a "it should be working". I've had my router replaced, various tests ran, all of my devices disconnected and more. Still no improvement.  

After about a month of this, I pushed and eventually managed to get my ONT replaced. At this point, every diagnostic I can think of has been tried, and ALL of the hardware has been replaced. I thought it would get better, and it did, or so I thought. 

 

Now, it has started happening again, about a week after having my ONT replaced. I've almost given up with Gigafast completely. What more could be going wrong? Having my internet drop CONSTANTLY is ridiculously stressful, and I'm half tempted to cancel, demand a full refund for the months I've paid for and move back to BT. It might be much slower, but at least it actually FUNCTIONED. 

 

So my question is, is anyone else having similar problems? Does anyone have any idea what it might be? Any suggestions on how to try and resolve this? I'm willing to try anything at this point, I'm beyond fed up of this. 

Thank you in advance for any help! I'm really hoping I can get this sorted as I will miss the speeds if I have to move elsewhere. 

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17 REPLIES 17
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Administrator
Administrator

Thanks for getting in touch @WLSN - it's disappointing to hear about these drops and nothing should be holding you back like this.

We'll need to access your account to help get you up and running correctly - please contact our team via Facebook at Vodafone UK, or get in touch on Twitter using the handle @VodafoneUK.

Make sure to pop your username and link to this thread in your message too, this will save you having to explain again and we can help you quicker. 

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3: Seeker

Hello @WLSN,

 

Did you ever get anywhere with this?  I had gigafast (200mbps) installed about a month ago. All was great for the first 3 weeks and then in the past week devices keep struggling to connect and the router keeps resetting itself completely at random times for absolutely no discernible reason. 

There's no doubt the speeds are as promised when it works but slower consistency would be preferable to random availability! 

Hope there's a less laborious fix for this that what your post says you've been through!

 

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Administrator
Administrator

Thanks for getting in touch @bobsgigafast - we'll be happy to run some diagnostics on your line, to help see what's causing these drop outs. 

We'll need to access your account to help get you up and running correctly - please contact our team via Facebook, or get in touch on Twitter. You can find more information on doing this here.

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3: Seeker

If the router is resetting/rebooting all the time, and you have an iPhone, have you checked that it's not the phone that is causing the problems. VF say that there have been issues with Apple devices recently. Please see the other post on this forum: Gigafast router 'system self' rebooting.

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3: Seeker

Thanks @TJ - As advised I got in touch via Facebook at 18:30 last night and 24 hours later haven't had a response but I have had the router self-reset about eight more times throughout the day. I found a phone number for someone at vodafone customer service and they ran diagnostics, found multiple faults on the router and are sending a replacement. Fingers crossed. 

 

Bob

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4: Newbie

I wouldn't hold my breath waiting on replies!!!

 

I too am experiencing the same issue. however, I know my router is self rebooting and in particular it looks like when I attach my iPhone.

 

Had the router replaced too, set up the same as my previous one - same issue in that the router is rebooting.

Factory defaulted the router and left it at defaults. Connected my wired devices, all good, connected a Laptop, all good and left it for 2 days. Connected my iHone and it went into orbit!!!!

 

Cmon Vodafone - get the finger out and get the Router Firmware sorted out

 

 

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2: Seeker

Interesting, thanks for the replies guys! I've been on the phone countless times to Vodafone and it's really starting to get quite tiring. 

For now, I've started an alternate broadband contract on a one month rolling with another provider. I'd rather not have two lines installed, but it looks like I have no choice. 

If you guys are correct, and it is iPhones that are causing it to reboot...then this is beyond disappointing. How the most popular brand of phone in the UK can break a router like this...really is not acceptable. Honestly, this kind of gives me doubt about staying with this service. If a phone can take it offline, and cause so much stress, how delicate is the router firmware? 

I'm going to seek a refund for all of my months to date due to an unfit service, and Vodafone have 1 month to fix their firmware before I cancel. This shouldn't happen. 

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4: Newbie

Certainly seems to be my findings anyway.


I am really disappointed in the Customer Service ever since I joined Vodafone. The time spent in Q's, the time spent on the phone, the disconnects


Yes, I know these things happen and its what keeps people in a job - but there is too much out there for 2nd line not to have it fixed by now

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2: Seeker

Same problems here. And having read the forums and been in contact with Gigafast, you can only imagine the woes in this house. We on;y have Apple or Linux. It is an utter nightmare of drop outs. I was told when I spoke with Gigafast last Friday that the problems should be cleared up in the next week or so. A part of me does not believe that. 

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4: Newbie

I have had the new firmware for over 2 weeks and apart from one reboot which had the reason "upgrade" it has been stable. I think this reboot may have been it getting released to all

 

Fingers crosses all ok. See attached for my FW version

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4: Newbie

If Vodafone run a KBD on the circuit and it's passing then in all likelihood it's the router. Test with a different one. I assume Vodafone use an Openreach managed install with an FTTP modem. If so make sure you configure the new router with VLAN Switched off and avoid setting any VCI VPI values.

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3: Seeker

Yeah, I got a message from them saying  they'd fixed it. On the same firmware version as you and all seems to have been sorted apart from the (very) occasional case of a device being connected to the router but not getting any out to the internet. This is quickly fixed by switching WiFi off then back on again on the device 

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2: Seeker

Is anyone by any chance still having this issue of devices not receiving internet from the router? It used to happen so rarely, but now nearly every device in the house has started doing it multiple times per day. Is very frustrating to deal with, and wondering if it's just on my end or this is the router starting to play up again. 

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3: Seeker

Hey @WLSN I don’t know if the cause is the same but just in the past few days we’ve been experiencing the same thing. Very frustrating and I’m so frantically busy working at home right now I can’t afford time to dig into it to sort it out but yet need a stable connection more than ever 

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4: Newbie

Used to get this with iPhones and Google Nests. Turned the WiFi off and used my own router in the end. Wouldn’t expect much from Vodafone beyond the normal split the channels reset the device etc. 

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3: Seeker

The new router solution wasn’t an option for me as we need the VOIP phone too. No one could recommend a replacement router that would be compatible, with the necessary steps to configure it. 

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2: Seeker

Yeah swapping the router isn't really an option for me at the minute either, and it is really starting to get annoying. Not sure what we can do here, but if you guys are experiencing the same, then it is definitely a problem on Vodafones end, not mine, which is good at least I guess. The problem is, it take them so long to release new firmware for their devices, I can't imagine this being fixed any time soon, which is disappointing.

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