Ultra Hub

[Timbaland87]

Recently got connected to Vodafone broadband with an UltraHub and it's been a nightmare since day 1. Router constantly rebooting itself every 30 minutes or so and can take up to 10 minutes to get connected. It's been 10 days and multiple calls and still no reliable connection!!

Called Support and they 'found' faults on the line. Open Reach engineer came today and he found no faults (previously with Sky on the same line and no issues). Called Support with the engineer and they helped reset the router, worked for an hour and dropped out again. Another 2 calls,  reset the router, performed power dump, changed power outlet still the same issue. I seem to be going round in circles with support who just follow a script. Personally I think the issue is with the router but support are refusing to send another one. Anyone had any similar issues or suggestions?

[Stumpy21]

If you are not happy with your service you have the right to leave penalty free in the first 14 days

Sounds like you still have 4 days left  and can use that as a leverage tool to get it sorted.

[Gemma]

Hi @Timbaland87 - this sounds frustrating and it's not the experience we want you to be having. So that we can look to get this escalated, please reach out to us through Social Media. 

[PeterRMiles]

Hi Gemma, I have this problem as well. Helpline have had me changing everything about cabling, layout and router placement, but it's obvious now that the problem is the router, and they tell me there are none in stock. My only options seem to be to leave Vodafone or buy my own router (and extender). Very unhappy about this.

[PeterRMiles]

They finally gave in and sent me a new router. (So they are obviously not out of stock, in fact it arrived in less than 24 hours). All good so far, but it's only been running for 7 hours, so I will let you know how I get on.