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Other broadband queries

DSL Line / Line Drops

2: Seeker

Hello,

 

I've been slowly suffering from the infamous DSL Line drops.

This has been happening at least once or twice a month usually for no long than 5mins, but lately its gotten worse, now to the point were I have zero network connectivity nor am I able to fix the problem, below is a list of all the things I've tried in order to fix this issue.

(I am running a wired connection)

 

1. Reboot Router- no change

2. Reset Router - no change

3. Changed all cables ( Microfilter, DSL Line from Microfilter to router, replaced LAN cables (RJ45/CAT5))

4. Left off for several hours, turned back on still nothing

5. This one ##~## me off I sat on the phone for 2 hrs, YES 2 HRS yesterday and was able to get through to anyone on your support team - THIS IS A JOKE OF A SUPPORT TEAM - I gave up after the 2hrs on hold (wouldn't you)

6. Base Red light keeps flashing

7. Internet Light shows red

8. Wi-Fi light shows green - but asks for you to sign sign - leads you to the router page but will not allow signin due to DSL error.

 

Any help here would be greatful, and perhaps an explaination why I had to wait on hold with my mobile for 2hrs and didn't get any response - not exceptable by any policy.

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9 REPLIES 9
Administrator

@HyroICED I'm sorry to hear about the issues you've been having with our Broadband. 

So we're able to help you out and pass your query on to our specialist team, please contact us using the information in the private message I've sent. 

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2: Seeker

Hi Alex,

 

I managed to get someone from the customer services to send out an engineer to fix the problem.

Turned out the issue was with the BT Line, and the Master Socket needed replaced.

 

All is well and now working again.

 

Thank for your help.

 

Hyroiced

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Moderator

Hi @HyroICED

 

That's great news.

 

Thanks for letting us know.

 

If you need us in the future, please don't hesitate to contact us again.

 

Thanks,

Dane

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2: Seeker

Hi

I have been suffering the exact same problems with my home broadband.

I have contacted your support team but to no avail!

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Administrator
Administrator

@tracymoore1479 We're sorry to hear about the problems you've been facing. The original poster on this thread was very helpful and thorough with all the steps taken to try and fix this issue. You mentioned you've spoken to our support team, have you contacted our Broadband Live Chat team to run through the various home checks and tests mentioned above? 

Please let us know how you get on and don't hesitate to come back to us if your issue isn't resolved, we'll be happy to help look into this further for you 🙂

 

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2: Seeker

I'm having the same issues for almost 3 months now been on web chat been on phone to speak to people still no answer peek time speeds are down to 1mbps can't stream anything . It's a joke no one at vodaphone seems interested 

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Moderator (Retired)
Moderator (Retired)

@HIGHTOWER789 We'd really like to look in to this for you. So we can do so I'll have to send you a private message on how to get in touch. One of the team will be back in touch as soon as we can. Joe

 

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2: Seeker

I too am having a lot of problems with drop outs. Both my wife and I work from home and consequently log into our works systems via a VPN, this is where we notice the constant drop out that can be anywhere around 20 a day. It also effects me in my personal time too when Netflix or PS4 games drop out too.

 

It has been going on over 6 years and I have had numerous engineers from BT Openreach come and replace the box on the wall, the most recent was 3 days ago. He seemed very diligent and also went to a manhole in the path and changed some corroded terminals there. He said from his perspective the line was clear and stable. Internally, I have changed all my own wiring and also use TP Link plug blocks to utilise the copper electrical wiring of the house to carry the signal and cat 7 cables to join it all together. 

 

I am at my wits end with all of this, it is extremely disruptive to my working life and even more sole destroying when I am trying to relax in front of the TV!

 

Please get in contact with me and I can tell you about the DSN 8.8.8.8 to 8.8.4.4 that I have been instructed to do, because like someone else here, I gave up after 2hrs and 16mins and got through on a "web-chat" quicker - they told me its always quieter in the morning and since that, I have had numerous conversations with support staff and whilst they have been pleasant and helpful and confirmed that they can see a problem on the line; they have not been able to resolve this.

 

I look forward to your response.

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Moderator

@Achtung Thanks for raising this with us and I'm sorry to see our engineer's visits haven't resolved this for you yet. So we can run further checks and tests on your line, please drop us a message on Facebook or Twitter and we'll be able to get to the bottom of what may be causing any problems for you. 

Please ensure you include your Community username and a link to your post when messaging us. You then won't need to write your query out again as we'll be able to view your post from here 👍

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