VSDL synced but no internet

[Andarooreed]

My internet has been off since the 18th of December and I've been told numerous times on the phone that it's an openreach outage. However my router gets connection and an IP address no problem as illustrated below

I'm struggling to believe that this is actually an openreach fault as my internet is due to be disconnected on the 18th of January so it seems coincidental that it would drop on the 18th of December. I have tried to communicate this to advisors on the other end of the phone however I understand their powers are limited in this scenario having worked in a similar position to them myself.

Has anyone else encountered this that can confirm that this is indeed caused by an issue with OpenReach? I can tether but it's a nightmare having no internet while working from home!

[Jayach]

Your picture hasn't been moderated yet, but if the router has a I.P. address it should be working. Can you try doing a ping like this:

C:\Users\Jayach>ping google.com

Pinging google.com [216.58.213.14] with 32 bytes of data:
Reply from 216.58.213.14: bytes=32 time=6ms TTL=119
Reply from 216.58.213.14: bytes=32 time=6ms TTL=119
Reply from 216.58.213.14: bytes=32 time=7ms TTL=119
Reply from 216.58.213.14: bytes=32 time=7ms TTL=119

Ping statistics for 216.58.213.14:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 6ms, Maximum = 7ms, Average = 6ms

If that doesn't work try with the IP address:

C:\Users\Jayach>Ping 216.58.213.14

Pinging 216.58.213.14 with 32 bytes of data:
Reply from 216.58.213.14: bytes=32 time=7ms TTL=119
Reply from 216.58.213.14: bytes=32 time=8ms TTL=119
Reply from 216.58.213.14: bytes=32 time=7ms TTL=119
Reply from 216.58.213.14: bytes=32 time=8ms TTL=119

Ping statistics for 216.58.213.14:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 8ms, Average = 7ms

Let us know what happens.

[Andarooreed]

Yes exactly! I'm actually an IT Engineer so it's extra frustrating being told it's an Openreach fault when I know fine well how to troubleshoot a network! Anyway my ping goes nowhere and a trace route shows that the ping only reaches my router then goes nowhere

[Jayach]

Openreach is really only a carrier so if you are getting an IP address for the router you must be connecting to Vodafone. If you ping a site name do you get the IP address back, showing that the DNS is working?

Have you tried factory resetting the router?

[Andarooreed]

I get an external IP address on the router and it detects the automatic DNS settings just fine (which I've set to 8.8.8.8 and 8.8.4.4 respectively for google in an attempt to fix) But when I ping a site I get no IP returned nor can I ping these DNS addresses.

The router has been factory reset a couple of times and reconfigured, yes.

I've been assured that my internet is not in the process of being decomissioned until the 18th of January but it sure does sound like it's a router that's not fully activated

[Jayach]

It does sound very coincidental, if yoru broadband has been down since the 18th and they can give no reasonable explanation I would suggest raising a complaint.

https://www.vodafone.co.uk/help-and-information/complaints

Don't know if it will help but it's got to be worth trying.

[Andarooreed]

Thanks, I think you're right.
I'll give it until the date they claim the openreach fault is due to be resolved if no-one is forthcoming with any new information, and after that I'll follow this complaints process.