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Other broadband queries

Router rebooting mainly in the evenings - My fault apparently

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4: Newbie

I have recently moved to Vodafone from BT with a HomeHub5 working for years without any issues..

 

Since moving on the 16th September I can't remember a day when the routers hasn't rebooted multiple times mainly in the evening (when trying to watch on demand). 

 

The Vodafone thech support have had a OpenReach engineer to check the line and now at least the line speed is a bit more stable but the re-conections are still an issue.

 

Today after trying the raise the issue again I have been told by "Technical Support" that it's my fault for the connection issues because "you have extended the length of the network, because you have got more than 4 devices connecting via the ethernet ports".

 

Hmm I thought I had heard it all, it is true I have other devices connected via a five port switch but I fail to understand how that could be causing the issue. (or extending the length of the netork from the cabinet)

I would have thought a shinny new Vodafone router could cope just as wells as a BT Home hub 5.

 

I am getting no joy with the Techincal Support and am at my wits end trying to get anywhere with Vodafone. I just want out without any cancellation charges as I have never recieved a reliable service since starting.

 

Any help or advice?

 

I have just been told the cooling off period is 15 Days not 30 and I will have to pay a cancellation charge on £151!

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6 REPLIES 6
Moderator
Moderator

We know how frustrating drop outs can be and we'd love to help get you working correctly @simon_r

We'll need to access your account to help get you up and running - please contact our team via Facebook, or get in touch on Twitter. You can find more information on doing this here.

Please also provide a link to this thread, along with your username; this will save time and we’ll be able to help you quicker.

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4: Newbie

This may sound strange in this day an age but I am one of the few who doesn't have Twitter or a Facebook account. So can you advice of another method to escalate this issue?

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Moderator
Moderator

As part of the Social Media team, we deal with all of our account specific queries over our social channels. You can raise a complaint here though @simon_r - best of luck getting everything resolved! 

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2: Seeker

Hi,

A few of us have noted problems with Vodafone Routers restarting (causing drop outs). See this thread:

https://forum.vodafone.co.uk/t5/Other-broadband-queries/Newer-Gigafast-router-resetting/td-p/2642365

We haven't found a solution yet, but if we can combine the threads, maybe we can encourage Vodafone to look into it...

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4: Newbie

Sure how do we combine threads?

Because the damn router reboots muliple times (I had at least 6 last night) the line is keeps being throttled down.

 

bt-router.jpg

vodafone.jpg

 

 

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2: Seeker

Just reply to the other thread for now, maybe including a link to this thread too. Sounds like a hardware issue to me, but let's see what they say

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