Vodafone Hub (Fibre900) - no IPv4 address

[Vapor]

Hiya,

I rebooted my router this morning and when it came back on there was no internet connection. Been through all the troubleshooting with the output being nothing helpful.

When I logged into the router admin everything is set correctly EXCEPT it says I have no IPv4 address, which is of course not right.

Voda have said someone will call in 24-48 hrs … just wondering if there’s anything I can do to force my broadband to pick up a fresh IPv4 ?

[Jayach]

Sounds like a problem at Vodafone 's end. But have you tried a factory reset?

[Vapor]

Hi - yes factory reset doesn’t resolve it

[Jayach]

The I.P. address will be issued when you authenticate to Vodafone,

Presumably the internet LED is flashing white?

I really wouldn't wait for them to call you.

Badger them on live chat https://www.vodafone.co.uk/bbservcd/, or call  08080 034 515, until you get a resolution.

Good luck.

[Vapor]

Internet light is flashing red.

Well I chased them. Offshore contact centre just said the support ticket is already in. 40hrs after wards (5pm Thu) I got a call from Tier 2 tech support who were useless and just went through the same ‘which lights are on’ and ‘switch it off and on again’ steps despite me telling them what the issue actually is. They said they’d submit the ticket to city fibre who usually respond within 30 mins (I told him that wouldn’t happen as it’s out of hours).

No-one has responded, it’s another 24 hrs later and I’m still without broadband. I’ve no idea if City Fibre are doing anything and now it’s Friday 6pm.

This is more than a bit frustrating because:

1. I told them what the issue is

2. This is 2023, why am I on day 3 of no broadband, this should’ve been resolved in a few hours, and this looks likes it’s going to carry over to Monday (another 3 days).

Not happy at all.

[Jayach]

I don't know much about the CityFibre ONT, but what leds are lit on there?

Have you checked that the correct cable (WAN/LAN not internet) has been used to connect to the ONT from the WAN socket on the Vodafone router.

Edit: I hadn't reread the original post before I posted.

[Jayach]

Sorry, we get so little time to edit our posts now.

Rereading your original post, if all you did was reboot the router, there is no reason why the CityFibre connection should have gone faulty. (except coincidence, but that's unlikely)

I'm not on FTTP, but flashing read normally means the router is waiting for the DSL connection to come up, but as you are not on DSL I would expect the router to skip that.

So that probably means the router is not detecting a connection on it's WAN port. so make sure that connection has not been "disturbed".

[Vapor]

Hi.

This has been working for months no issue. Cables are correct, they’ve not been touched since install. Lights:

Router:

Power - Solid white

Internet - Flashing red

WiFi - Solid white

Fibre box:

Power - On, green

Broadband - Off

Service - Off

Ethernet - On, green

checked router admin and the only thing out of place is the IPv4 - which disappeared during the reboot. So bizarre

[Jayach]

Thanks for that.

This ZEN help page: Fixing a CityFibre ONT Issue | Help & Support | Zen suggest that means the ONT isn't detecting the fibre/optical cable, so definately a CityFibre problem. Strange it should occur just as you rebooted the router.

[Vapor]

What an abysmal experience. If I feedback here will Vodafone see it and act on the feedback ?