Support refuse to replace faulty router.

[ajsci]

Our wifi signal has recently degraded to the point that there's 20% signal from 10 feet away with line of sight, and sometimes zero signal in the next room.

After trying every possible way to fix it myself, I contacted online support and spoke with them for an hour. The only solution they could come up with was for me to buy a wifi booster for £15? Even after repeatedly being told the issue exists in the same room as the router. They also said as my router was the newest model, so a replacement wouldn't fix my issue. Completely disregarding the possibility (certainty) that the hardware could be faulty.

I wasn't satisfied with this so I asked two or three times to be put through to someone that could cancel my contract, but I was completely ignored. I then looked for other solutions such as putting the router in to modem mode and using my own, which I used to do with Virgin very easily. This apparently isn't so simple and requires torturing yourself through Vodafone support. I then looked to buy my own replacement Vodafone router on ebay. Again, seemingly not an option.

Is there anyone here that could help? I feel like we should just cancel the direct debit.

[VFbroadbanduser]

The first thing to look at is what channels your router is using to broadcast on the 2.4Ghz and 5Ghz bands. A good app you can install on an Android phone or tablet is Wifi Analyzer which will also allow you to see what channels your neighbours routers are broadcasting on and what are good channels to use. With the 2.4Ghz band it uses channels 1-13, I would advise though not to use either channels 12 or 13 because some devices are unable to find them. On the 5Ghz band that uses generally channels 36, 40, 44, 48 and 52 there are many more channels above this but some devices are unable to see them. What happens is if multiple neighbouring routers are broadcasting on the same channel as your router then this limits the bandwidth available and slows everything down. 

Where you want to start is by changing the channel your router is broadcasting on. Vodafone however stupidly removed this option a while ago from both the router GUI and current Vodafone Broadband app. What you have to do is download an old version of the Vodafone Broadband app to manually change the channels. Look for my post explaining how to do this on the 5/8 at 1:44pm on this forum link:-

https://forum.vodafone.co.uk/t5/Other-broadband-queries/Can-I-change-my-home-broadband-channel/m-p/2...

The best way to configure the Vodafone THG3000 which is the latest router Vodafone send out. Is to split the 2.4Ghz and 5Ghz SSID's into two separate networks you can also turn on the guest network as well, this can all be configured by going into the router GUI by typing in the web address 192.168.1.1 and the username and password is on the bottom of your router. When you have done this them manually change the channels to a different one from what your neighbours are using and check to see if there is any improvement this solves lots of problems.

[ajsci]

Thanks but I've already tried making individual 2.4 & 5ghz networks, and many other little things, whatever I do the problem remains exactly the same.

I haven't tried going to those lengths to change the channel, do you really think a busy channel would cause such a drastic problem as 20% from 10 feet away? Especially when there's only 2/3 other networks, and it was a sudden issue.

I'm 99% sure the router has developed a fault.

I find it so strange how I can physically go down to the shop and get no help, I can talk to support for an hour and get no help, I can post on their forums and there's no official help. I can't even purchase a replacement. I can't use my own router. I'm apparently not even able to change the channel without workarounds. I just want to use the service I pay for, and to top it off, they refuse to let me to leave.

It's really no wonder why OFCOM rated Vodafone as the worst broadband supplier. I never complain, I can't even bring myself to leave a negative review on ebay, but I I'll be writing to OFCOM myself. It's ridiculous.

[VFbroadbanduser]

What other devices do you have in your house, do you by any chance have any Sky Q boxes? As these are mesh networking boxes that also broadcast their own wifi signal and can interfere with Vodafone routers on particular bands and channels.

[ajsci]

We have one old sky box and tv. The laptop and phone are the only other electronic devices outside the kitchen. It's a small one bed.

[Jayach]

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@ajsci wrote:

I can't use my own router.

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You can certainly use your own router. Vodafone will happily give you your username and password.

If you are on FTTC you will need one with a modem, or use an external modem

[ajsci]

I spoke to vodafone support for an hour where they repeatedly asked me if I have a microwave next to my router, and that if my signal is not good enough I should buy a booster off them for £15 and place it in the same room, and that there's no such thing as a faulty router.

If they can't do the basics of sending me a replacement router, or cancelling my service, I have no faith the £50 I spend on a new router will not go to waste.

[Jayach]

If you are unhappy with the service, raise a complaint. Complaints Code of Practice | Vodafone

[ajsci]

FYI complaints routes you back to the exact same level of horrific support. I spoke for another hour with someone after making a "complaint", and they refused again to replace the router or put me through to someone that could cancel my account.

They confirmed to me that I could buy a replacement vodafone router off ebay and it will work. The guy said plenty other people have done that, so that's what I've done. I'm expecting this to turn out to be false too given what some people told me on ISPReview forums.

I'm not even frustrated any more, I'm just astounded at just how bad the support can get. This company needs talking about.

[Jayach]

That is strange as they say they will:

• Do everything we can to resolve your complaint on the call, including escalating your complaint for investigation by a manager, if needed
• Should the complaint require further attention, it will be passed to our specialist Customer Relations team who will contact you as soon as possible
• Once we've reviewed your complaint, we'll let you know the outcome within five working days. It can sometimes take a bit longer than this, but we'll let you know when we contact you if this is the case and keep you regularly updated throughout the process

So you should have a manager to follow your complaint till resolution, or you reach the Alternative Dispute Resolution (ADR) and take the problem to CISAS.

Anyway if you do get a router from ebay, it will probably need to be registered to your account by a process they call provisioning. (which means you will have to talk to support again)

Do let us know how you get on.