broadband keeps dropping out

[daveb2020]

My broadband keeps dropping out, happens every day but some days it can be every 10 or 15 mins. Tonight it has crashed 5 times in an hour. I have had this problem since March. I contacted the live chat support and they went thru various checks on the line, socket etc. They sent an Open Reach engineer who said everything was fine with the line etc. He thought it was the router, he said they were notoriously poor. Vodafone sent a new router but it was the same model and hence I am having the same problems. Vodafone live chat then said it was beyond their ability to sort and that technical support would contact me-which they never did. I tried ringing them but I was on constant hold and never managed to speak to anyone. Has anyone got any ideas as I am totally disillusioned with Vodafone.

[Jayach]

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@daveb2020 wrote:

They sent an Open Reach engineer who said everything was fine with the line etc. He thought it was the router, he said they were notoriously poor. Vodafone sent a new router but it was the same model and hence I am having the same problems.

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If you are having the same problems with a replacement router then it is probably not the router. Which model of router do you have?

Just because the OR engineer says the line is fine doesn't mean it is. It frequently takes a couple of visits before they find anything.

[daveb2020]

Its a HHG 2500 if that helps? Thanks Dave

[Jayach]

That is strange as the new routers are THG3000. You can only get back on to Vodafone to carry out the checks again. If they do suspect the router see if they will send you the new model. I would definitely suspect line problems though.

Are you out of contract? Changing supplier is the other option.

[daveb2020]

Hi Jayach, the impression I got from Vodafone is that they would send me an updated model, instead of which they sent me another of the old model, hence I am still having the same problem. Will get back on to them and demand the router you have suggested. I am stuck with them until next June unfortunately so will have to persevere. Thanks for your help-best regards Dave

[Tash]

Hi @daveb2020, I'm sorry to hear the replacement router hasn't resolved things for you. We'll be happy to take a closer look into what may be causing any issues. Have you since been able to speak with one of our advisers?

If not or you still need any assistance, please drop us a message on Facebook or Twitter and we'll be able to complete further tests and checks. Please also include your Community username and a link to your post when messaging one of our channels - you then won't need to write your query out again 😊

[daveb2020]

Hi Tash-I dont have Facebook or Twitter(by choice). I havent spoken to any of your advisers recently as they admitted it was beyond their ability to fix and that someone from the Tech team would be in touch. They didnt get in touch and when I rang the number they provided(i.e. the tech teams number) I was never able to get through to speak to anyone so I just gave up in the end.

[gipjon]

i agree with openreach HHG 2500 was a very poor router which had loads of connection issues the newer router is far better even at very low snr , dont understand why they sent you out a hhg router . 

[markharrop]

i have the same issues with the broadband constantly cutting out . same thing just cuts out . no warnings on the logs etc

no connection with ppp errors and dropouts etc

have quite a few errors in the last hour or so

25000 fec corrections upstream

5 crc errors downstream

this has been going on for weeks and weeks now . i also got sent the new fancy brand new upgraded router , which just happened to be the old one i have had for 2 years !!!

this router does exactly the same as the last one 

i have had 4 or 5 tests on my line and no call back from vodafone as promised 

[daveb2020]

Hi Mark-welcome to my world!! Watched Top Gear on catch up-took 2 and half hours to watch a one hour programme! Most of the time there is only me in the house and I dont have any other devices connected. If I hear back from Vodafone I'll post it on here but I'm not holding my breath!!