Broadband App No Longer Recognises My Router

[TBS1966]

Since upgrading to FTTP I can no longer connect the Vodafone Broadband App to my router.

Spent 2 and a half hours on chat a couple of Sundays ago, after numerous router resets and firmware updates, still didn't solve the issue.

Was told it would be escalated and I would be phoned back the following Sunday. The following Sunday I got a call back, asking if the issue was resolved, when I said No, was told again it would be escalated. Which I thought it had been already. 

That was 6 days ago, not heard a thing since. I think they have given up.

Note, this is my original router, I didn't get sent a new one.

How hard is it to fix a simple issue?

 

[Jayach]

Have you tried deleting the app and re-installing it?

The message shown gives the impression it is a account problem, and gives an option to contact customer care, did you try that?

[TBS1966]

Yes, thats why I originally contact support and was on chat for them for 2 and a half hours.

Reset the router, I don't know how many times, send data to the router, I don't know how many times, unistalled the app and reinstalled the app countless times.

[Jayach]

Have you tried with the app on a different phone, just in case some details are being retained, despite reinstalling?

Vodafone seem to treat a FTTC to FTTP upgrade almost like a new install, but as a new router wasn't issued, they would have possibly had to move the router details over, so did support ask you to confirm the serial number of your router?

[TBS1966]

Yeah, tried my wifes phone and tablet, got the same result.

The support person confirmed my router serial and confirmed thats what was on my account. So its something else.

[Jayach]

In that case, I don't think there is anything you can do but wait for Vodafone to fix it.

However, sometimes, raising an official complaint can make them try harder to resolve things. You might even be able to convince them to give you the new Power Hub. (I'm assuming you still have the THG3000)

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