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Broadband connection

Self-rebooting Gigafast Routers and Apple Devices

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3: Seeker

I had Gigafast Broadband installed in December 2018. Everything worked flawlessly up until about six weeks ago when my router started to reboot itself, occasionally at first but then constantly in phases. I had several Nest and Amazon devices connected and they soon complained when they kept losing their internet connections. I also had a Philips hue bridge, and Sky boxes connected in addition to a few computers, tablets and phones. Importantly, all my devices were the same as when Gigafast Broadband was first intalled.

 

About 4 weeks ago, I contacted Vodafone (VF) Tech Support and followed their standard advice, which involved connecting and disconnecting devices and changing cables. This time-consuming work made no difference. Later, I installed a new Gigafast router (with updated firmware) that VF sent me, and this made no difference. An engineer came and checked the fibre optic cable and connection, which were fine, and changed the ONT box. This made no difference; the router continued to self-boot. About two weeks ago, my fault was elevated up the tech support chain to Level 3 but I have not heard anything back from them.

 

Also, about two weeks ago, I finally worked out that my iPhone XS Max seemed to be the culprit. When I took my phone away from my home, the router rebooted, and when I came home with my phone the router rebooted. To be fair, VF Tech Support had advised me that there were reports of issues with Apple devices, but they had not been specific. Their advice was to update to the latest version of iOS. I did this; I updated to iOS 13.1.3. The router only stopped rebooting when I also reset the network settings on the phone. So I was happy again.

 

Everything was dandy up until yesterday when the router started rebooting again. I noticed that my iPad Pro (2015) had updated itself to iPadOS 13.2, and my Apple Watch 4 to WatchOS 6.1. My iPhone was unchanged, and yet on testing, it appeared to be the culprit again. I updated the iPhone to iOS 13.2 and everything is stable again – for how long, who knows!!

 

What I can deduct from my experience is the following:

  • iOS 13 looks like it is may be causing significant issues with some Gigafast routers - others have reported similar problems on this Forum. My rebooting issue seems to have started around the same time that iOS 13 was first released in September. People who read about these things will know that iOS 13 has had lots of bugs and caused a host of problems.
  • VF need to fix this issue – I’m assuming it’s a router firmware update that is required. It would be welcome, and even good practice, if VF contacted customers, who have reported issues, to acknowledge that there is an issue and it was working on a solution.

I feel I am being left in the dark.

 

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47 REPLIES 47
16: Advanced member

Sounds like an issue with the code that runs the router.  Generally, the router code is *supposed* to conform to certain standards, and if devices misbehave, it should be the device data that is *at worst* ignored - ie it's supposed to be fault-tolerant.

 

Obviously that doesn't help you, but it would seem to identify a thread that is becoming more and more common on these boards!

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3: Seeker

Just wanted to jump in and share my experience on this.  I have had the same issue (started a few weeks ago), we contacted Vodafone who sent out a new router next day having checked the line, but the reboots continued with the new router.  I was surprised to find out I wasn't the only one having the problem in the Peterborough area!

 

Having found the other thread about 'System Self' rebooting (which is the same as what was happening to us) and learned that Apple devices might be causing issues I attempted to reset network settings on all my Apple devices, these included: Two iPhones, two iPads, a Macbook Pro and an Apple TV (they aren't all mine 😂).

 

So far so good, the broadband hasn't done a System Self reboot since I did this on all the devices.

Here are some links to help with the settings:

HowToGeek - Reset Network Settings iOS 

Get Help with Wi-Fi Networks on your Apple TV 

WikiHow - Reset Network Settings on PC or Mac

One thing I have noticed is that the reset caused the device names on iPad and iPhone to reset, so if you have custom names set up, be sure to put them back after the device reboots (if you know, you know...)

 

Hope this helps someone, it seems to have cured things for me.

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4: Newbie

Hi, If you have Vodafones latest router the Vox 3,  apparently the issue lies with the Apple Watch.

I have the same issue as youself and the directors office have just today informed me that there is a conflict between the two devices that causes the router to crash randomly.

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2: Seeker

I've been experiencing nearly identical symptoms. I'm on my second router, but the problem persists. Just noticed a reset almost right after I put my Apple Watch (S2 watchOS 6.1) to charge. I waited for the broadband to return. Took the watch off charge, unlocked it, placed it back on charge. The router reset again... Seems to be Apple Watch related. 

 

I've got an engineer visiting this week, as my speeds are so low (45 down, should be 67) and the quantity of drops warrant it apparently, but I don't know what they'll be able to fix. 

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3: Seeker

Since my original post on this discussion, my Vodafone Gigafast router started rebooting again after eight days of stability. It was my iPhone again - updating it to iOS 13.2.2 and resetting the network settings on the phone did not solve the issue this time round. So, following some suggestions I had read, I disabled the WiFi on the VF router (thereby making it essentially a cable modem) and attached my own WiFi Router to it (an Asus RT-AC68U). This means that all WiFI connections are managed by the Asus router rather than the VF one. Another consideration is the firmware on the Asus router is updated regularly, which I think makes it a bit more robust. So I am back to stability again.

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4: Newbie

I have again been in contact with the directors office who assure me that they are aware of the issues and a new firmware is in the late stages of being tested. Apparently it will be pushed out to all the new routers shortly but that doesn't really help in the meantime.

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2: Seeker

At least they are aware and the new firmware is on its way, still frustrating!

 

I wonder if the new firmware doesn't fix this is if Vodafone will be paying for 3rd party routers to keep customers from switching?

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4: Newbie

Yes very frustrating, I've had my Apple Watch turned off whilst I've been at home for the last 24 hours and no self reboots on the Router.

Just thought I would test the issue, looks like they are correct. 
Doubt that Vodafone would supply third part routers to its all its customer if the issue continues might possibly get a refund of monthly premiums due to lack of connectivity if we're lucky.

 

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3: Seeker

This is so frustrating. I called vodafone yesterday to report yet another problem with my home broadband. It was, similar to other posts I've seen, just constantly stuck in a boot cycle. I have previously had a massive complaint with vodafone, ending up at the "director's office" (otherwise known as customer relations) because of various faults and service drops. They sent me the new Vox 3 router telling me how wonderful it was and that it would solve all my problems. Far from it vodafone. What they didn't tell me was that there was a known problem with apple products, and since 3 of my apple products are from vodafone you'd think they might have mentioned it!

 

Does anyone know if they are any closer to depoloying a fix on this? It's really annoying to have to keep the WiFi turned off on my apple watch. The advice from 191 was to make sure all my apple products are up to date. They are, but I still have the problem when WiFi on my watch is turned on, so they're just giving out advice now to people in the hopes they'll stop complaining I guess? 

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4: Newbie

Hello,

I'm experiencing the exact same issues as yourself.

Have also been in contact with the Directors Office who eventually informed me it was the Apple Watch causing the new router to continually reboot or crash.

Apparently from other people on the forum it seems to be more iOS 13 related as iPhones also cause the same issues for some people.

Just hope that Vodafone release an updated firmware quickly to resolve this situation.

This shouldn't of happened in the first instance mainly due to the connectivity problems with the previous version of Vodafone routers and Apple products, you would of thought that this would of been a priority to get it right for Vodafone.

 

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3: Seeker

Great to hear you were eventually able to speak to someone from the "directors office". I submitted a formal written complaint on 10 November after three weeks of the router resetting itself and calls and online chats to try and resolve it (including delivery of a new router). 

Vodafone repeatedly failed to honour promises of call backs, delivery and compensation and finally promised a 48hr response time to the written complaint. Four days after submitting it I've got nothing. A call to the complaints team last night was redirected to the tech team because complaints were overloaded. The tech denied Apple products have anything to do with the issue and said the complaints team would call me back. No call yet last night or today and zero faith I'll get one. 

 

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3: Seeker

I should probably point out that it took almost a month and over 8 hours on the phone to 191 to actually hear anything back from Customer Relations (I refuse to call it the director's office; It's simply another call center) but once it gets to them they do appear to be able to offer actual help. They did call me on the days they promised they would, but never at the times we had agreed. Usually much later. 

As for them denying the fact it's anything to do with Apple products, the person you spoke to is either ill-informed, under instruction not to tell customers, or just plain lying. It was only because I had spoken to the tech department that I knew it was anything to do with Apple products and after searching I found a few posts on the forum here. There's nothing published officially from them, which is frustrating, and there's no expected timeframe for a fix. It's disgraceful. Yet another way for Vodafone to show they couldn't care less about their customers. It's no surprise they've been voted worst provider for customer service again. 

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4: Newbie

 I couldn't agree with you more regarding your comments on Vodafone's ##~## poor customer service it's exceptionaly shocking.

Nick Jeffery couldn't run a bath never mind a professional Directors Office or most other departments when it comes to dealing with customers complaints or issues.

As you've said no wonder they've been declared the worst mobile operator again in customer satisfaction ratings.

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4: Newbie

Ihave been experiencing the same issues, related or not?

So i have switched the wifi off on my iphones x 2 and watches x 2 to see if this stabalises my connection, will report back after 24 hours.

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3: Seeker

Update from me!

i noticed the other day that WiFi was off on my Apple Watch (I was at home). I turned it on and connected. Within 5 minutes the connection had dropped and I had a 'system self' reboot! This was the only change made to the network in that time.

 

since then I have had the WiFi switched off on my watch and am currently at roughly 6 days continuously connected.

 

so, I'm convinced that this is some sort of glitch with Apple Watch connectivity. Although without doubt resetting all my network settings improved the matter considerably in the meantime, so if you haven't done that on your devices I would say give it a go - it may make your connection woes more bearable while things get fixed.

 

 

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4: Newbie
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4: Newbie

24 hours and no drop outs after diasabling appple products connected to the router!

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3: Seeker

Does anyone know if the new firmware for the Gigafast router has been released?

My setup using the VF router as a modem and an Asus router for Wi-Fi is working really well. So I'm not reverting back to a VF only setup unless someone can demonstrate that the new firmware fixes the issues with Apple devices.

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4: Newbie

Certainly still a significant problem and not fixed as of yet.

How many customers is this unknowingly effecting and also ruining Vodafone's already tarnished broadband reputation.

hopefully the press and social media will now pick up on this problem

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