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I think we all need to get this sorted as this has been going on for the last two year and is really unfair to all vodafone customers with the router issue
The law and rules for isp states
Any equipment that is provided to you by your supplier should be fit for purpose. If equipment supplied is faulty and your broadband provider does not remedy the issue promptly then you have good grounds for complaint. Your supplier should cover all costs incurred
Contact your supplier straight away; if they don't get the problem solved quickly, they should reduce your monthly bill by an amount that corresponds to the amount of downtime.
I would advise every one on here to make a formal complaint to vodafone about this issues with the router and if we dont get some kind of success in the next 8 weeks then we can take this further to the adr schemes
There are two ADR schemes in the UK; Ombudsman Services: Communication and CISAS. Vodafone is with the Ombudsman Services:
Using an ADR scheme is free of charge. An independent adjudicator will examine the facts of your complaint from both sides and, if they find in your favour, they will ask the broadband supplier to take some action
Simply call vodafone complaints phone number – 03333 041 524 (standard call charges apply). or you can use the online form
The issue is there if you have nothing plugged up to the router apart from the BT line, and leave it for 24hrs it has stacks of errors. Its router related.
@gipjon I appreciate your offer but unfortunately the 3rd line team that deal with the router don't offer this sort of service. they are a back office team and not customer facing. You mentioned that the Tech 2 team abroad were aware of this issue, did you get their name as this isn't something that has been advised to us(as ex Tech 2 advisor still on the email update list) Did they also offer to send you a 3rd party router??? If so I've sent you a private message on how to get in contact and we'd really need to investigate what this team are saying to customers. Joe
yes i have been told that i can have a non vodafone router from your tech 2 advisor in india or egypt if you check my account the tech 2 advisor said she was going to leave a note on my account from my tech2 case handler in the uk called liam who can arranged to have a non vodafone router sent to me , if you check my account for which tech 2 lady i spoken to around the 11jan2019 then you can pull the call and listen
Thanks for confirming that information @gipjon, once we've received your completed form we'll be happy to take a look into exactly what's been offered 🤔
hi tj , did you find a update for the customers in this thread with ref to vodafone sending a difference router to them , what do customers have to do in order to be sent one as stated by your tech 2
Hey @gipjon anyone with a router issue is more than welcome to contact us privately and we’ll do our best to help.
Last night my router (even though it said it had not restarted its self or reconnected) decided to brake. I rebooted it and it worked find but slow. I'm now getting cheesed off with it.
The problem is Blair we might all have a router issue because this issue hasn't been solved for anyone; From my own experience I can only say that when I moved from BT to Vodafone, the only things that changed were the router at my end and the server my router is ultimately connecting to. FECs are not, as I understand it, performed at the router level but by the Vodafone servers and the fact that an FEC was performed is simply reported back to the router.
If the origin of the problem (corruption on the upload) was on our LANs, swapping the router for a different model would have no effect. The same problem would be recieved by the Vodafone servers and would result in an FEC.. and of course if the problem WAS the router, swapping for a different model would also reveal this. However, until some of us get different routers there is no way to be sure..
i really do believe in being fair and giving people/company the opportunity to rectify problems . But all i can say is “well thats really clever moderator blair , just take the mickie out of everyone on here." what is wrong with you ,
Can you send me your full name and department staff number etc and the email or the phone number and the name of your manager ,or can you ask your manager to ring me please.
So far we have all kept this in-house with vodafone and not involved ofcom and the media yet.
I can see the headline on bbc news, Vodafone router won't work with Vodafone broadband. Vodafone media team confirmed issue , 1000s of user affected. Staff members fired as they have not been doing their job correctly. Issues not passed up the chain to higher management. Major speed issues as reported by think broadband.
Its a bigger story than Volkswagen fixing fuel data ,and your names is all over this blair along the side of staff member joe and tj so if i was you lot i would do the job that you are paid to do and get us all some answer on how to rectify the issue.
Hey @Siygess I can totally understand where you’re coming from. There’s certainly a number of posts with similar issues. so it's important we get this passed through to the correct team . If there's some sort of reocurring issue, it would be collated by our Technical Specialists (Tech2) and 3rd line.
We can only give general advice on our forum, so in order for us to run any tests, or check the stats on a particular router, It would need to be done via sending us a private message so we can pass security, and access the account first. We'd then get a fault ticket raised if there was a clear problem.
How long does it take . it's the same posts back in 2017 .come on Blair I'm sure you can give us a better answer. Like what has management said about it .or how is vodafone going to compensate it's customer
@gipjon I really do understand your frustration on this. I've been dealing with this since September with information from customers on here and on Social media platforms. I've been messaging our 3rd line team looking for updates to pass on to yourselves on here and other media platforms. This is something that doesn't affect all customers and on here it's very difficult to diagnose what exactly is going on with the connections without being able to access your account. In regards to your post regarding my name being all over this as well as Blair and TJ. We always try to do our best for our customers with the information we can post without giving account specific information. It isn't always possible to go through all the diagnosis we'd like to do on here either. As I've stated on another post, I'm more than happy to get any information I can from you to pass on to the 3rd line team
hi @joe ,
Don't get me wrong i understand your situation with what you can and can't do , I have spoken to loads of advisor and even team leaders etc, who have openly spoken and said every one in vodafone know about the issues and are fed up with customer ringing up with the same issues. All we can say is "try this "even though we know its not going to do anything. I have even been told that issues have been passed to management levels but they don't want to know , It would appear that most of vodafone staff feel the same way as its customers fed up with it .Must make your job awful. Maybe you and your team leaders could make a complaint to management by saying that vodafone forum and other forums are gettin out of control with customer all having the same issues and are now starting to send reports to newspapers , watchdog and ofcom etc .i dont think it be long before this is aired on bbc news etc. , Cant believe vodafone will let it get to this
back to fec issues . if there is really any point (don't know as yet )
a guy from your complaint department has said every complaint he has dealt with who had very high fec corrections with sync issues also had a cable link issue as well so there seems to be a link between them
A link between FEC and line problems makes sense. If the line has some kind of noise on it then FEC can (to some extent) correct for it. Perhaps when it reaches the point the FEC can no longer correct errors the modem resyncs?
Speculating further maybe certain modem/router chipsets can handle this better than others and some third party ones don't have these issues as a result?
i posted some months ago and I haven't posted since as others are clearly more knowledgable than me, but i have continued to have high FEC upstream numbers. Some curious things have happended in recent months -
- December 2018 and earlier - getting an average of 1 or 2 WAN disconnects a day and FEC upstream errors in the millions. The highest FEC upstream was 1.2 billion. But there were periods of a few days when the WAN disconnect would be triggered by FEC numbers in the 100ks. If the numbers went too high I tried doing soft resets or DSL reconnects to avoid the WAN disconnect being apprently "forced" by the high FEC numbers.
- on 8th January I did a DSL reconnect and didn't have a WAN disconnect for 8 whole days ! but then started to get them every 2 or 3 days. The FEC upstream numbers have have only been reaching between 100k to 600k, before WAN disconnect is triggered.
I haven't moved or changed anything over this whole period. I wait to see what happens over the coming.
weeks/months ! ( I haven't contacted the helpline about the recent experience as I have spoken to so many people/tech2/openreach, as the problem has being going on for over a year)
It's a pity there is no way to log some of the line parameters periodically. Things like FEC, CRC errors, sync speed, SNR margin.
I'd been meaning to look into writing a script to do this but that's made trickier by the lack of documentation for the router: it would probably have to simulate a login and scrape details from the web interface.
@stevex This is the thing, I've seen routers with these FEC issues on a perfect connections and no disconnection on a network level. Yet customers seeing the resync. This is why I've been getting information from customers to get to the bottom of this. I had thought about the chipset of the router possibly causing an issue but this doesn't affect every customers connection. If your happy enough to send me the router logs let me know and I send you the information I need. Joe
That's bizarre. It's my understanding that if the line is perfect there shouldn't be any FEC corrections at all: i.e. if there are no errors there are no errors to correct.
Sure I can send you the event logs but they don't really say much: at the time of WAN disconnects there aren't any other events. I wondered if the WAN reconnects were down to the router actually crashing but I'd expect the Linux startup module insertion messages in that case and I don't get them, just disconnect and about 2 minutes later a reconnect.
There are FEC corrections but nowhere near the number some other people are experiencing.
I'm not experiencing any speed issues either: just WAN disconnects of varying frequency.