2.4Ghz has stopped working - I need a new router please!

[JDuncan]

About 3 days ago my 2.4Ghz wireless stopped working. All other aspects of the router still work, LAN, 5Ghz, WAN is connected fine, etc.

Steps I've tried:

Power cycle router

Factory reset router

Split and un-split 2.4Ghz & 5Ghz wireless

I even found out that if you factory reset with the broadband unplugged it gives you the option of selecting the wireless channel for 2.4Ghz and 5Ghz. I tried each channel one by one but still no joy.

If you stand next to the router with a laptop it sometimes detects the 2.4Ghz SSID but never connects as the signal is so weak. Hence it is broadcasting but something has failed so I need a new router.

Unfortunately I can't replace the router as Vodafone are using their VoIP service for my landline. Im seriously ill and all my doctors and hospitals call me on the landline as mobile signal here is non-existant on any network. I also can't replace the VoIP service as Vodafone in their wisdom are injecting custom fields into the SIP header so require a properly configured replacement from Vodafone.

I require the 2.4Ghz WiFi as all my smart devices can only use this and as I struggle to get out bed depend on these working.

I've spoken to Vodafone support via chat and I explained the situation and he started by saying he would check the line for me (for a WiFi issue!). I asked to speak to a senior tech as I've been installing broadband my entire life as an IT engineer (MCSE, etc) and he said he was 2nd line support. Oh dear. He has promised me a senor tech will call me back but nowt yet but that was only last night.

I need Vodafone to replace this router as I dont want to buy an access point as im trying to streamline everything plus Im now on benefits so can't really afford the £20.

I'm also on the latest firmware - the vodafone teach re-flashed it remotely for me just to rule that out anyway.

Thanks

James

[Jayach]

It sound like you really need Vodafone to replace the router, if support are unable/unwilling to do that, and you are sure it's the router that is faulty, raise a complaint.

Complaints Code of Practice | Vodafone UK

I was going to suggest an Access point, but if the price negates that, have you an old router that you could use as an access point until such time as the router is replaced. Even an very old router, as long as it has Wi-Fi should do.

[JDuncan]

Unfortunately when I was told I had terminal brain cancer a few years ago I hired a skip and dumped pretty much my entire IT collection that every geek has plus most of the house contents including most of my clothes. I survived but now in renal failure so at hospital on dialysis as I type this.

I posted on my local FB community if any one had an old ADSL router but no joy. I'm hoping someone at Vodafone sees this post and helps me. Otherwise I'll guess I'll have to fork out the £20 for a WAP..

Thanks for the reply.

James

[Jayach]

I have a pile of old routers (I'm a bit of a hoarder) going back over the last nearly 20 years. including a couple of THG3000's. You're more than welcome to one of those, but it's unlikely we are anywhere close. 

I'm in Hadleigh, Essex.

[JDuncan]

Thanks for the offer. I used to live in Dartford so closer but moved to Dorset over 10 years ago.

Of course Vodafone have done jack ##~## with my logged call. Promised to escalate to senior support and I told them I rely on my smart devices as I'm seriously ill - I was told I'm terminally ill - kinda ill and I'm being admitted back to hospital this Friday. This will leave my Mum (carer) in the house without working lights. It's a complete ##~## take. Not happy!

[Jayach · Accepted solution]

I feel your pain, and understand your reluctance to have to spend money to get the service  you are paying for.

Obviously, with your health issues, you don't have the time to experiment with 3rd party kit.

But. if the router is faulty (as you believe) they should replace it.

However, dealing with the standard support services is difficult, at the best of times.

I'm not sure if it will help, but in the following document, there is a phone number for vulnerable customers, so perhaps try giving that a call.

Vodafone products and services for vulnerable customers

I wish there was more we on the forum could do, but we are just customers like yourself.

[JDuncan]

Vodafone support on the phone are trying to say they no longer support splitting the 2.4Ghz & 5Ghz, which is clearly wrong. Plus they're saying nothing is wrong with the router even though I keep saying the router isn't broadcasting the 2.4Ghz wireless anymore. It's llke pulling teeth. I need my smart devices and they only work on 2.4Ghz. Aaarrgh!

[Cynric]

@JDuncan But, there has been an issue with a router firmware upgrade removing the ability to split 2.4 and 5. So either there's been an even newer upgrade reversing it, or, you're about to get the upgrade removing that ability. What also happens is that both bands broadcast the same SSID, so you may not notice which band you are looking at. Perhaps you could get a WiFi scanner for your mobile phone and just check what is being broadcast by the router.

[JDuncan]

Im still on a firmware that allows you to split. ive performed numerous factory resets and no new firmware have installed. Nothing is seeing the 2.4Ghz signal so how would a WiFi scanner? To put everyone's mind at rest I've performed a scanned and my 2.4Ghz signal is reported at 0% strength but occassionally jumps to 11 percent strength but immediately back to 0 percent strength. This makes me now believe 100% there is a hardware problem with the router.

Even after speaking to customer complaints Vodafone support is STILL refusing to send  a replacement router

[Jayach]

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@JDuncan wrote:

Vodafone support on the phone are trying to say they no longer support splitting the 2.4Ghz & 5Ghz, which is clearly wrong. h!

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That is true for those on Pro, with Wi-Fi extenders, the option is removed from their routers.

Without Extenders:

With extenders: