Vodafone and cityfibre outages status

[Jake91]

Is there anywhere to view ongoing outages with Vodafone or Cityfibre?

My internet has been down since Monday morning (very fun when WFH) and I can't keep going on hold or the chat for 40 minutes a time to be told to reboot everything. 

We managed to get through to one person who admitted there was a major cityfibre incident but since then each time I get through I'm told there isnt or they don't know.

It would be good if there was a way to check for outages myself.

[prs1000]

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@Jake91 wrote:

Is there anywhere to view ongoing outages with Vodafone or Cityfibre?

My internet has been down since Monday morning (very fun when WFH) and I can't keep going on hold or the chat for 40 minutes a time to be told to reboot everything. 

We managed to get through to one person who admitted there was a major cityfibre incident but since then each time I get through I'm told there isnt or they don't know.

It would be good if there was a way to check for outages myself.

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When my connection went down 2 or 3 weeks ago, I was told there was a City Fibre issue in my area. I asked if there was a status page that I could keep a check on and was told that they don't have anything like that yet for CF.

My connection went down again at midnight so a status page would have been useful today too. Currently waiting to hear when a CF engineer will visit. I did say that there are 4 green lights on my ONT so all CF are going to tell me is that it's a VF issue. I have a feeling that this might take a while.

[Jake91]

In last 6 weeks we've had two 48 hour+ outages where we have been told it's a cityfibre issue and have seen other people on twitter saying the same. Each time all 4 lights on ONT have been green so not sure it helps with their diagnosis of issues lol. 

It seems to be a real issue getting hold of anyone who can provide an update too. Social media team can't help on full fibre (lol) and normal chat are useless. Though to the 'xperts' now so will see if they can help. 

Vodafone need to get the automated compensation sorted for cityfibre too...

[prs1000]

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@Jake91 wrote:

In last 6 weeks we've had two 48 hour+ outages where we have been told it's a cityfibre issue and have seen other people on twitter saying the same. Each time all 4 lights on ONT have been green so not sure it helps with their diagnosis of issues lol. 

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That's worth knowing. I know the Kelly Communication guy who installed told me the 4 green lights thing so I figured that was their stock get out of jail free card. 

[Herts47]

Hello there,

We share your pain. Having been with Sky for several years we moved across to Vodafone / City Fibre about 6 weeks ago. In that time we have also now had two 48hour+ outages, with the current one still to be sorted and soon to tick over to 72 hours.

Attempting to get any consistent or coherent explanation from Vodafone about what is going on has been almost impossible. With our current issue we were told on Monday there had been a problem with City Fibre over the weekend in my area but it was now resolved. Having gone through the reset of the City Fibre terminal / router, and still no fix, I was told they would investigate but I would get an update in 24 hours. 24 hours later no update and Vodafone said there was a major outage with City Fibre, but they were optimistic it would be sorted in 24 hours. Roll on another 24 hours and no real new information and I was simply told I would receive an update today (22/12).

City Fibre don’t want to know when you contact them.

So, I’m now left with no idea as to when there will be a fix or what the problem is. I don’t believe in coincidences and for there to be two major faults in very little time makes me think there is a more fundamental issue with the infrastructure. The service is not fit for purpose. 

I wholeheartedly regret leaving the slow he slow and steady Sky / Open Reach service. 

Rant over but just a bit of clarity and honest from Vodafone / City Fibre would go along way to helping here.

[prs1000]

3 or 4 hours after I reported our fault, I chased up with Vodafone to find out if the engineer was likely to need access to the property. They contacted Coty Fibre while I was on the chat. I was told that CF had found the fault and just needed to send someone to fix it. They would not need access to the property. 

The fault was fixed and the broadband was working again by 11:30 the day after reporting it. 

No notification from either VF or CF that it was fixed but thats normal. 

[Jake91]

Still down for me. Not changed since 9am Monday.

We've also just run out of data on our dongle so having to hotspot from a non Vodafone device until our top-up comes through.

After how many days without service can you cancel with no exit fee?

[Mark]

I'm sorry to see your service hasn't reconnected since the recent outage @Jake91. I assume you've tried the standard troubleshooting steps of resetting your router etc and this hasn't helped. If so, we'll need to take a look into this for you. Pop us a message via one of our social channels and we'll be more than happy to help 😊

[Jake91]

Hi Mark, thanks for the message.

Yes, we tried the standard troubleshooting steps multiple times as advised by support. We stopped doing this once we had confirmation it was a cityfibre issue.

Service went down at 9am Monday and came back up 6pm Thursday. Not good really. Especially when working from home.

[Jake91]

Also when contacting the social channels they advise they cannot help with full fibre issues and needs to go via WiFi xperts.