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Broadband connection

Gigafast router 'system self' rebooting

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2: Seeker

My Vodafone Gigafast broadband router is self starting at random points during the day.

This takes the network and telephone line down for a time while it resets.

The service has been solid and reliable for  months, and only had this problem for the last 2 weeks.

Nothing has changed in the last 2 weeks,.

 

I have logged a ticket, there are all sorts of suggestions around cat 5e cable from WAN to router (replaced, no effect) devices on my network causing the problem, at one stage even pointing the finger at my Apple watch !

 

I have two other Apple airport time machine routers connected via 1Gbit Ethernet with lots of devices (36+) plus door bell, cameras, speakers etc.. none of which has changed in months and all working previously with no issues. 

 

Latest advice is to unplug everything and slowly add things back in until I find the culprit, however this will take me between now and Christmas.

 

Memory usage on router seems to be high (80-90%) all the time. Status screen capture attached.

 

The question is, does anyone else have this problem where somehow a device on the network causes the router to 'system self start' ?

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15 REPLIES 15
Moderator

Hey @british_bulldog, that's odd, I've not heard of the Gigafast router doing this to be honest. How often does this happen and roughly what times? 

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2: Seeker

Hi DaneB.

It was restarting at various times of the day, sometime 2 or three times an hour, sometimes a few times a day.

I have now been sent a replacement router which I have plugged in and will see if this one has the same issue.

 

I have removed all but 1 device from the Vodafone router wifi, and only 1 Gigabit port is in use which is now connecting it to the rest of my network. So I am only really using the Vodafone router as an interface into the WAN and the DHCP/DNS server, and trying to keep all local taffic off the Vodafone router in case my traffic has somehow been overloading it.

 

We shall see over the next few days it any of this actually works......

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Moderator

Interesting @british_bulldog 🤔 Let me know how you get on and if it get's any worse, please contact our team on Facebook or Twitter

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2: Seeker

So the good news is that the new router has fixed the problem.

No more restarts, which means my old router was at fault.

 

However.....

 

Now my telephone line has done down :-( 

No dial tone, and when I run the diagnostics on the router I get the following screen.

Looks like I am back to holding on the support line for an hour or two again......

 

Screenshot 2019-10-11 at 08.32.14.jpg

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2: Seeker

After another call with the Vodafone Broadband support today, everything is now up and running.

 

Turns out the router had not been configured correctly before it was sent out to me, and therefore had no VOIP config loaded for the phone line.

 

All sorted with a config load followed by a factory reset. So I am now back to working phone line and so far my router has not restarted itself once :-)

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2: Seeker

I have had identical problems with my Gigafast router rebooting. It has worked flawlessly for months with all my devices connected, but in the last month or so the router has started having these issues. I got a new router installed two days ago, thinking it had solved the issue. But no, it started rebooting again yesterday. It is interesting that others are having similar problems. I've tried connecting/disconnecting devices and changing cables. It makes no difference in my opinion. I live in Peterborough - so I wonder if this is a regaional issue.

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2: Seeker

Hi @Hot_Penguin, 

What is the reason on the router status page for the restart?

Is it 'System Self' or some other reason?.. 

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2: Seeker

It's System Self. 

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Moderator

That's absolutely fantastic news @british_bulldog! I'm gald we've got all your serivces up and running again 😊

So we can take a look into your issue @Hot_Penguin and send you a new router if required, pop us a private message via Facebook at Vodafone UK, or on Twitter using the handle @VodafoneUK. If you include:

- Full name
- Account number/Landline number

- Postcode

-  a link to this post

We'll be able ot get the ball rolling in resolving this for you.

 

 

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3: Seeker

There are two of us (at least) in Milton Keynes who are having the same problem. There have been no dropouts for months and now, for the last few weeks, we have had several "System Self" Reboots a day.

 

I have had a new router (a THG3000 with 1004 F/W) from Vodafone Gigafast this week and my ONT was replaced by City Fibre yesterday, but I still got a "System Self" Reboot today.

 

(Sorry Moderator, I seem to have posted this twice and can't see how to delete this first post)

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3: Seeker

If you haven't got a VOIP service after a new router is sent to you, you need to get the new router "provisioned" on the Vodafone database against your account.

New routers are supposed to be ordered through a system that sorts everything out with the router depot programming your new modem then updating your account details with the new modem's serial number etc.

 

Unfortunately this system falls apart when Vodafone helpfully use a manual prcess to order your new router. This was explained to me by a call handler when he found my account didn't have the new router against it, so he had to have the phone updated with the VOIP information. This involved resetting the router to Factory Settings for 7 seconds, after which the updates were supposed to come through "within the hour". They didn't, but a second call to VF fixed it. 

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2: Seeker

Vodafone Gigafast tech support have said that there are some reports of issues with Apple devices like iPhones. The advice is to update to the latest version of iOS, currently 13.1.3. I think there are still issues. Assuming you have an iPhone and updated iOS, I suggest you investigate the possibility that the phone is causing the reboots, by turning the phone's Wi-Fi off and then on again and see if the router reboots. Also I would reset the network settings on the phone under Settings>General>Reset - this means you'll need to connect to your router again using your Wi-Fi password. You can also turn off location services for Wi-FI Networking & Bluetooth under Settings>Privacy>Location Services>System Services - this may help. I'm cluching at straws here to be honest.

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2: Seeker

My router has been stable now for over 2 weeks, however. 

 

I now have a separate network that runs throughout my house using Apple Time Capsules and Netgear Gigabit router devices.

 

All my wired and wireless devices are connected to these routers, with just one single cat 6 cable connected from this separate network to my Vodafone router. 

 

This means that is there is an issue with Apple devices connecting to my Vodafone router then I have effectively removed this from the equation. 

I have added my topology picture as a file attachment. 

 

It may be worth geting hold of a cheap wireless router to test the theory that Vodafone routers crash with the latest iPhone devices. 

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1: Seeker

I am having a similar problem. But what happens with mines is when I am running 2 xbox ones at the same time within 5-10 the router reboots. I have tried contacting Vodafone but there like impossible to get through too on the weekend. It has only been recently starting to do this more and more the last couple of weeks but before that it run smoothly. 

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Moderator

We'd hate to think this is impacting on your game time @darrenriddell 🎮 If you're still struggling to connect, pop us a message through Facebook or Twitter and one of our dedicated advisers will be able to look into this for you!

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