Router problems

[Stuartbk]

My broadband still isn’t working. I called one of your colleagues this evening which was 45mins of which felt like getting nowhere. I explained the situation that the router yesterday afternoon lost all power which has never happened. The colleague used my linked my camera so I could show them the router and explain what I’ve tried. They wanted to see box that’s against the wall which has two green lights which they wanted to run tests with but this evening was unavailable to fully show them. They wanted to send me a cable for this. I don’t understand if there’s no power to the router and it’s power cable that surely there’s a issue with either power cable or router box and a simple replacement could be the solution. I tried to explain this repeatedly but the colleague seemed to think it’s the box on the wall and it’s cable which surely wouldn’t just make router and power cable stop altogether. Hopefully someone can get back to me asap.

[Jayach]

Unfortunately you are not talking to Vodafone here, we are just customers like you, so saying "your colleagues" is meaningless.

Even if it was Vodafone nobody would know who you are, as the forum is completely separate from your Vodafone account.

However, moving on to the problem you describe, if you are plugging the router into an known good mains socket, and it isn't powering up, it has to be a faulty router or PSU. 

If the service agent on the phone can't understand that, there is no point continuing talking to them. Ring in again, or use live chat. This link should bypass the chatbot and get you transferred to a human: https://vodafone.uk/4cSq9ty 

The trouble is first line have a script they are expected to follow, and until they have put their ticks in all the boxes, they can't pass you on.

It's a terrible way to manage a service desk.

[Stuartbk]

I managed to speak to someone before work which they will call me back this evening.

I explained the problem, they did mention the box on the wall again which I said lights are on there.

I mentioned couple times that there is just no power to router at all even though I was told to hold the reset button which somehow awakens the box as it's in sleep mode which can't see how that can be and I've already done this numerous times.

I did confirm that this evening is it going to end up being sent a new router which they said yes to but I assume they'll go through the normal tests till they tell me this. 

[Cynric]

@Stuartbk The box against the wall with two lights. Are there any other unlit lights? What colour are the illuminated lights?

[Stuartbk]

They are both green. There are no other lights 

[Jayach]

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@Stuartbk wrote:

They are both green. There are no other lights 

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This is a little confusing. The "box on the wall" I assume is your ONT (Optical Network Terminal) and there are none with only 2 indicators (that I know of) and it will be from CityFibre or Openreach.

https://www.zen.co.uk/help-support/cityfibre-ont-diagnostics/

https://www.bt.com/help/broadband/whats-an-openreach-modem-ont

So just what are the names of the indicators on your ONT and are they on or off?

Also, which router do you have?

Not that it will make much difference if the router isn't powering on.

[Ripshod]

It's correct. Two green LEDs show power and a connection. The LAN led is off as there's no connected router (openreach ONT) 

[Ripshod]

What text relates to the active LEDs, and is the box white or black? 

[Ripshod]

To be honest there's no point going further until you have a new router. Pester vodafone for a new one. Tobi with the AI disabled is the best way I found

https://vodafone.uk/4cSq9ty