Community home

nevnet · ‎21-04-2020

My broadband connection keeps dropping, sometimes half a dozen times an hour and then goes for hours without dropping. It happens at different tones of the day. The latest occurrence was at 4 am (couldn't sleep and went online or at least tried too!).

It's fibre broadband. I have the latest modem from VF. Openreach mk3 socket.

When it goes down I'm losing wired and wireless connections.

Internet light goes red and Wi-Fi light turns off like it's rebooting. The PPP uptime clock is reset to zero.

I've done all the usual stuff; connect to test socket, new micro filter, changed Wi-Fi channels.

Recent history:

Occurence in Dec 2019 and new modem router supplied. Seemed to resolve issue.
Further reoccurrence end of March 2020. Aparantly there was a fault on my line?? No engineer visit but service appeared to return.

Latest occurence started this last weekend 18/4.
I have an open ticket with VF but I'm not hopeful.

My logic says it's either:

1. Fault at the exchange

or

2. Fault between exchange and street cabinet or something in the cabinet itself

or

3. Fault between street cabinet and my house

Or

4. Fault with internal house wiring (no fish pumps or promixety to microwaves etc.

or

5. Fault with VF modem / router

or

6. Fault with power surges in the house

or

7. VF capacity connetion with other customers in my area

I've not changed anything inside my home setup so seems 4 & 6 unlikely.

5 & 7 seed most likely?

I'm a key worker who is depending on this connection to work full time from home so you can imagine what a pain this is.

Any help appreciated.

Ps I've read a number of posts on here that suggest VF supplied modem is of poor quality. Appreciate any recent recommendations of compatable third party modems which could serve as an alternative in case this is the prime issue

Thanks

DaneB · ‎27-04-2020

Hey @nevnet, because you've done a lot troubleshooting and this hasn't helped your speeds, you'd need to speak with our Tech team. You can call us on 03333 040 191 or on Live Chat. Alternatively, you can speak to us on Facebook or Twitter - where we will run some tests for you.

Jenmb44 · ‎27-04-2020

Sounds exactly like my issue too. I'm exasperation, sorry I have nothing helpful to add though.

nevnet · ‎27-04-2020

Persist with support and make sure you get a 6 digit ticket reference. Also be explicit that you do not expect the ticket to be closed until this is fixed. Worth being very explicit about status and expectations as each call is recorded. I was told my ticket had been auto closed but not closed...which is it?? I understand Service Management so know what bad behaviour can occur where metrics are used to manage performance. Good luck and I’ll post updates as I get them. If you get a resolution then please let us know how it was fixed.

nevnet · ‎27-04-2020

Update....

OpenReach engineer visited my property. Checked the line coming into my house. Only thing he found was my speed overall should have been higher so made some tweak which took it up a bit. From his diagnostics he can’t see the drop outs I’m seeing in the house. He also left me a master socket Mk4 and talked me through how to fit it. Easy enough job as it’s only two wires. Internet back up for about 4 1/2 hours and then the drops started to occur again and are happening many times a day since.

View from engineer is it could be the modem router and recommended I request a replacement.

Back onto Vodafone second line support. They logged onto router and can see errors occurring. They then agreed to send out a replacement router and promised next day delivery via DPD - that was supposed to be Thursday 23rd April, no delivery. I now have a 6 digit reference number so when I call I get straight through to second line support on Friday 24th April. Support Analyst looks into it but can’t find any order with DPD so promises to rectify and get replacement, which was expected today Monday 27th April....nothing came. Now call back up but telephone system no longer recognises my reference number. Now after negotiating the IVR I’m back to first line. Long story short... no record of a replacement router so promise to order it. I’m told the support ticket is closed on ServiceNow.... not happy so get through to manager who agrees with me this doesn’t seem right to have closed the ticket without rectifying the issue (sounds like service metrics game being played) Now waiting for confirmation that the matter will be investigated and confirmation of replacement being dispatched. Just glad all the call are recorded.

Not a great service experience.

p.s. Power surge protector power strip now protecting modem power.

Jenmb44 · ‎27-04-2020

Oh this so sounds like my experience too. Rang today and couldn't get through to second line technical team as my reference number was no longer recognised, so had to go through 1st line again! I was on the phone for 2 hrs 10 mins today! Second line tech team were useless today too although she stated that there was a fault.

I have now emailed the CEO as so hacked off

nevnet · ‎03-05-2020

Do you have Apple devices on your wIfi network?

nevnet · ‎30-04-2020

Update...30/4/2020

So yesterday a new router arrived on Tuesday 28th. Then yesterday another router arrived! Today was the first opportunity I had to try out at least one of the new routers . Installed early this morning. Service was up for about 4 1/2 hours and then the drops began.... despair..... Could these be some conflict with devices on my network and yet there's nothing new. I'm attaching the error log file in the hopes it means something to someone out there. I did get a call back last night but I was on aonther call so went to voicemail. It was a VOIP call from Egypt and most of the message was unrecognisable.

What are my options?? 3rd party router?

If the Voda admins are out there please look me up and call me again.

All Events

Only Errors and Warnings

Date

Time

Log Details

Category

04/30/2020