main_icn_My_Vodafone main_icn_Search main_icn_Chevron_right main_icn_Chevron_down main_icn_Close main_icn_Menu social-facebook social-google-plus social-linkedin social-twitter social-youtube main_icn_Community_or_Foundation main_icn_Location main_icn_Network_signal

Other broadband queries

Poor Support - Static IP

SOLVED
View solved solution
Highlighted
3: Seeker

Hi There, I also have a bit of an issue with this....

 

Based on the PDF for contract which I received and the sales advisor online before I signed up, I was told I could have a static IP. Now, I have to admit the service is speedy and fine and the support seems to be OK so far, but...

 

I called up tech support on the day I went live (1/5/18), spoke to someone within seconds who understood that yes, this is possible and said they'd request it for me and as my account hadn't fully gone live on the system, they'd pass the details to their manager and I'd get an email from someone on 4/5. Nobody emailed me.

 

Now, speaking to two people yesterday (who both promised to call me back and didn't) they both said this is possible but there was an issue adding it to my account due to the order not going fully live for some reason, despite the service working, they just felt it was a mis-match between the BT system and yours. OK, Fine....

I called today to ask what was going on as I hadn't heard anything to be told "no, we can't add it, it's for business customers only". Ok, if this is the case, why is it in your literature and why do your agents seem to believe it's possible to request. Sort it out, it's not good enough.

 

You can imagine how frustrating it was, I ended up speaking to retentions who've very kindly said that they'll credit me for the month, but we need to get an answer on sorting this.

 

Can one of the vodafone staff come back to me to sort this out please? - It definitely seems possible, otherwise you're mis-selling. And that's disappointing, because the service seems pretty reasonable.

 

View more options
1 ACCEPTED SOLUTION

Accepted Solutions
Moderator

You're welcome @foxesfoxes 👍 I'm glad I could get this sorted for you.

View more options
31 REPLIES 31
3: Seeker

Oh, and here's the references in your own Pricing PDF showing it's still an option, before anyone says otherwise...

 

Untitled.jpgUntitled2.jpg

View more options
9: Established

Hi,

Do you by chance have the link available to that PDF?

Cheers.

View more options
Moderator

As we'll need access to your account to help with your static IP request @foxesfoxes, please send us your details by following the instructions in this private message.

View more options
3: Seeker

I would like to have a Static IP address as well.

What details do you need and who do I send them to?

 

Regards

George

View more options
Moderator

@GeorgeToon Our Broadband Live Chat team will be able to help with your static IP address request.

View more options
3: Seeker

Thanks Mark.

 

I spoke last night to a very helpful support agent , named Ahmed who sorted this out for me.

Behold this morning, 12 hours  later and I have gotten an email from Vodafone, saying that my Static IP address is up and ready to use.

Kudos to Ahmed and the Vodafone support team for such a quick turnaround!

Regards

 

George ( A very happy Customer )

View more options
Moderator

That's brilliant news @GeorgeToon I'm glad Ahmed was able to get this sorted for you 😊

View more options
3: Seeker

Well, I have to admit, I'm still waiting for this to be sorted, yet other people have jumped in on the thread and got theirs sorted out before I did, which is disappointing.

 

However, I have had a phone call from the person who's dealing with the escalation saying they're getting difficulty adding it to my account and she herself had issues accessing the escalation system... ... it seems a bit like the CMS/Backend systems are not great and there's some work to go.

 

However, the person I spoke to was really helpful and I did mention as with some providers, a static IP is a tickbox when you log in and it's active, it really shouldn't be this complicated. Otherwise, the actual internet service is super quick and I'm delighted with it... bit of a mixed bag so far!

 

Hopefully will be sorted next week and I'll post an update.

View more options
3: Seeker

At last! Sorted. That took more effort than it should, but thanks to Mark for getting the query in front of the right people. 

 

 

View more options
Moderator

You're welcome @foxesfoxes 👍 I'm glad I could get this sorted for you.

View more options
4: Newbie

Hi, maybe I could have some help here too.  I was given the number to call, spoke to a helpful lady who said that my static IP had been sorted out - and that the address I already had would now remain static.

 

It did, ....... until the first time the router restarted - and I now have a different IP.  :-(

 

Some help to get me a real static IP would be appreciated.  I did get caught up in the mess first time around when static addresses were suddenly withdrawn - hopefully it will be easier this time!

 

Thanks,

View more options
Moderator
Moderator

I'm sorry that you're having trouble getting a Static IP created @NickLocke 😞

The Broadband Specialists in our team will be more than happy to see if they can get one set up for you! I've popped you a private message over with details on how to get in touch, so they can access your account to investigate further.

Please keep us updated and pop back to us if you have any further questions in the meantime, we'll be more than happy to help in any way we can.

View more options
1: Seeker

I tried to request via chat as suggested but they said they couldn’t do it. 

View more options
Moderator

That's disappointing to hear @MattSm.  We can definitely help you get a Static IP address. Please refer to the private message I've sent to you on how to contact our team directly.

View more options
2: Seeker

I also had the same type of experience. I had to chase it up a couple of times when my IP kept changing. I was eventually told by a very helpful Scotsman that they have to be ordered from an upstream provider, that my order hadn't gone through properly and he would try again. I got an email confirmation about a week later and my IP hasn't changed since.

If I didn't know better I would say they're only giving out static IPs to those who persevere and kick up a stink about it, to minimise the number of static IPs they hand out

You can check whether or not you actually have a static IP by doing a reverse DNS lookup, it should have this format:

static-90-XXX-XXX-XXX.vodafonexdsl.co.uk

View more options
4: Newbie

Thanks for sharing that tip Jim. 

Following my post above, the exchange with the forum team confirmed that there were issues - basically sometimes it works, sometimes it doesn't.  After several more calls, I got hold of a guy who suggested that there was something stuck around from previous attempts at allocating a static IP (past year).  He cancelled the (not working) static IP, left it a day and allocated a new one.  I received two cancellation emails and one provisioning email.  I was slightly concerned that the provisioning mail had a blank where the static IP should have been quoted.

I was however encouraged that I then kept the same IP through a router restart, but was still nervous.

Following Jim's tip seems to confirm that I do actually now have a static IP address!!

View more options
4: Newbie

i require a static ip, so i went on the web chat and was told no problem the broadband team i will have to phone and its free. ( the webchat agent was on the broadband team but couldnt doit for some reason)

anyway sat on hold for a bit only to be told they dont do this. the agent even asked her team leader who said they dont do this.

if this is not something that vodafone do why advertise this. ?? i think i may have to go elsewhere to get this service as dynamic dns is not the way forward. i even asked the agent if they could extend the dhcp lease i next get forever but she didnt know what i meant.

she was very appologetic and nice but that does not get me the service i require.

 

anyone help or is this now a dead duck ?

 

ta

View more options
14: Advanced member

If this is in any of your joining literature, or you can provide the proof that it was being advertised then you should coninue to chase it!  Checking on my own literature, and it's not in the agreement that I recieved.

 

*Using a Draytek Vigor 130 with an Asus RT-AC68U because the supplied router is too broken to use; but it is interesting that using the Vigor 130 in "bridging mode" sometimes allocates multiple external IP addresses to devices on our LAN.  For our own use here, that functionality suits me better than a static IP!

View more options
2: Seeker

It seems to be a common issue that half of the support team don't know what they're talking about regarding the static IP., so calling back and talking to someone else can sometimes do the trick, I know I had to try a few times to find someone who knew what to do, and others have reported the same kind of experience. I can assure you that static IP is an option, just keep chasing them and you'll get it.

View more options