No internet & poor support

[IsThisUnique]

My Mum is currently having difficulties with her internet connection, she was away on holiday last week so we don't know when her connection stopped but it's been at least since Sunday (September 29th). I did all the usual when I visited her on Sunday: turn off the router, turn off the ONT, unplug and plug back in cables, reset the router etc. I got in touch with customer support, ran through it all over again, got given a link so they could use my phones camera to check lights and connection, got nowhere and a ticket was raised for the Home Broadband Experts to check it out. These so called experts have since rant through the same steps again and again and we're still nowhere. The LAN, PON & Power lights are all solid green on the ONT box, the Power & WIFI lights are solid white but the Internet light is flashing red on the THG3000 router. Tomorrow my Mum has another call with Vodafone where they will no doubt repeat the same steps again. The service from support is pathetic! Is it not possible to just speak with some who knows what they're talking about or provide an actual solution!? 

[Cynric]

@IsThisUnique Did you replace the cable between the ONT and router?

[IsThisUnique]

Unfortunately my Mum doesn't have any spare cables and isn't really in a position to sort this herself. I may have some spares that I could try and if this isn't resolved before I get back to my Mum's I'll be swapping the cable to see if fixes things, but again, this hasn't been suggested by the "Home BB Experts" 🤦🏻‍♂️

[Cynric]

@IsThisUnique Is has been found in other similar threads on this forum. 

[Jayach]

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@IsThisUnique wrote:
 The service from support is pathetic! Is it not possible to just speak with some who knows what they're talking about or provide an actual solution!? 

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I totally get where you are coming from, but no Vodafone's "support" is simply not structured like that.

[User1010]

There is no support.

[IsThisUnique]

Just as an update, I've since been able to try a different cable and still no luck. Vodafone have attempted something else on their end and still no further forward. I downloaded the log file from the router and sent it to support (not that they asked for it but I thought it might be a help).

Under errors there was the following entry:

14 OCTOBER, 23 15:59:35 system Critical CONNECTION: Failed to create socket

14 OCTOBER, 23 15:59:35 system Error SOCK_TRACE: cwmp_createClientSocket - no ip to bind to on interface wan - fail

Does this give anyone any ideas as to what a cause might be? Although I appreciate it's probably a long shot.

Thanks.

[User1010]

Switch.

[IsThisUnique]

Update: A member of the Home Broadband Expert Team (the name itself is a joke as I'd be amazed if there's a single expert amongst them) confirmed my Mum last had a connection on the 21st September, after almost 3 weeks without internet they've decided to send a new router which hasn't made a bit of difference, still no connection. What an absolute joke. My mum's contract term will soon be at an end and Vodafone will be dropped like a hot stone. Pathetic company with virtually non existent support, and the support that is there is woefully inadequate.