Ethernet not working but wi-fi is fine

[slotph]

After 3 years on Superfast1 with no problems I have had Superfast2 for a week now but have an issue with the THG3000 router I was sent: when connected to my Win10 Pro desktop PC by Ethernet the connection is very sluggish or fails to work at all (including the web interface to the router), but everything works properly with wi-fi. I have tried different cables but no difference. If I revert to the old Huawei router there is no problem. The WAN connection is fine on both routers.

Is the new THG3000 router faulty? Do I need a replacement?

Thanks, Philip

[Mark]

Hi @slotph, Assuming you've got everything connected correctly and your hardware's set up right, there maybe an issue with your router. So our team can run some live diagnostics with you, check your router and if needed get a new one sent out, give us a call by calling 191 from any Vodafone number. You can also reach out to our online chat team or get in touch via our social channels and we'll be happy to help.

[slotph]

Thanks, Mark.  It must be set up correctly because I am online OK with wifi; it's only the wired connection that doesn't work properly.  As I said, I tried with a different cable and there was no difference, so it's not the cable.  And the old Huawei router works perfectly on both Ethernet and wifi.  So I definitely suspect the new THG3000 router.

Do I ring 191 to reach the team for the live diagnostics?

Philip

[Mark]

Yes @slotph Call our Customer services team, advise the issue you're experiencing and they'll be able to put you in touch with our Tech team.

Mark

[HappyNomad]

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@slotph wrote:

It must be set up correctly because I am online OK with wifi; it's only the wired connection that doesn't work properly. 

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I’d suspect a dodgy router too.  When I was using my THG3000, it had a fully utilised 8 port Linksys switch and three other devices hanging out the back of it.  The eleven wired devices never ever gave any cause for concern in terms of connectivity or performance.  The wifi was far less reliable insofar as range and Apple devices went.

[Jayach]

Personally I find it doubtful the Ethernet ports on the router are "dodgy". Have you tried on different ports?

I know the cable(s) worked O.K. on the other router, but are they at least CAT5e?

[CrimsonLiar]

It's a rare scenario, but if you have any smart boxes plugged into the router turn them off, and if necessary temporarily disable battery backups on things such as Smart Alarm boxes.  Unplug the smarts, and then plug them back into the router one at a time -restoring power after they've been plugged in.

Basically there are still a few naughty smart boxes that once they've been issued an IP address, from that moment on ignoring router DHCP re-assignments.  As I said it's rare, but it does happen!

[slotph]

Thanks, everyone.  The only device on my ethernet connection is my Win10 desktop PC.  I had the issue using ports 1 and 4, but am now trying port 3 and for the last couple of hours everything has been working perfectly,  with excellent speeds.

If it all keeps working like this, I may leave it at that, as I only need one ethernet port anyway.

Hopefully not too good to be true...

Philip

[Evie]

I'm glad to hear everything is working as it should at the moment @slotph - If you experience any further drops in speed or connection, please don't hesitate to get in touch with us directly and we'll be happy to assist.