IPv4 issue

[Vanquish53]

I am absolutely pulling my hair out with Vodafone. I have been a loyal customer for years and have to say never experienced any problems with the broadband and poor customer service - until now. I’ll try to keep this short. Since Tuesday evening I have had no internet connection. I work from home, my security cameras go through my internet connection and I have 2 children at college and one at University who rely on the internet for assignments. So as you can imagine the impact is pretty big. I have logged onto the router and it is telling me there is no IPv4 address. I understand this basically means that Vodafone severs are not recognising my router. This is a problem at Vodafone’s end not mine. I have spoken to 4 so called technical experts now who each time get me to hard reset and and say everything will work in 24 hours - it doesn’t and I phone again only to go through the same routine. I am so fed up - what a shockingly poor service Vodafone are providing not only is my work suffering but my Children are also falling behind with course work. Two of my children are autistic and getting very anxious about this. Sort it out Vodafone !!!!!!!!!!!

[Jayach]

There is not much we can suggests in this instance

If the router says it's not getting an I.P. address, it's either not able to connect the Vodafone servers, or is being rejected..

Obviously I have no idea which it is, but Vodafone should know.

If standard support are unable to help, I can only suggest raising an official complaint.

Complaints Code of Practice | Vodafone UK

Hope you get it sorted. Please let us know how it goes.

[Lucy_F]

Hi @Vanquish53 

Sorry to hear about your recent experience with us, this isn't how we want to be leaving customers feeling. We know how important it is to remain connected, it's disappointing to hear we've not yet been able to resolve this for you. We as the Social Media Team are not able to troubleshoot technical broadband issues. Broadband troubleshooting can be actioned here or via our dedicated broadband app. Faults can be diagnosed and escalated via these self serve options and handed over to the designed teams. Our Broadband Team can also be reached on 03333040191 or Live Chat to discuss things with the team directly. 

If you're facing trouble obtaining a resolution with our dedicated Broadband Teams, we'd advise to raise a broadband complaint to us. You can raise a complaint, or find our Complaints Team contact information here.