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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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7 REPLIES 7
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Administrator
Administrator

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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Administrator
Administrator

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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2: Seeker

Am having exactly the same problem - router reboots maybe 1-2 times during the day, and increases from 6pm-ish. By around 8pm, it's constantly rebooting on a cycle. It's nearly 10pm now, and I've been able to watch maybe 15 mins streaming tv in total since 8pm.

 

Vodafone have sent an Openreach engineer to check the line. No issues. They've sent a replacement (like for like) router. Ŵas fine for one evening and then issues returned.   Openreach engineer due again tomorrow, as Voda reckon they can still see a fault on the line.

 

Am convinced it's the router.  I've got an Apple Timecapsule - I connected this to the Voda router via an Ethernet cable. Created a new network emitting from the Timecapsule. Turned off the wifi on the Voda router. So effectively using the Voda router as a modem and the Timecapsule for the wifi signal.

 

Guess what - no dropouts.  Have mentioned this to the Voda guy during our many phone calls, but they are still insisting they're seeing a line fault. 

Will see what happens with the Openreach guy tomorrow. Luckily Voda aren't meeting their minimum guaranteed speed that we contracted to, so exiting the Voda contract without penalty will be simple.  And then back to Virgin, and their rock-solid, no drop-out wifi. 

Edit - just read on the other thread linked above that this is a suspected issue with the router not being able to handle being connected to the Apple Watch.   A firmware update apparently being released which will resolve.

Annoyed this was not mentioned in the many conversations I've had with the Voda customer service rep over the last few weeks.   Would have saved a huge amount of frustration if I'd just been advised to disconnect the Apple Watch from wifi for a couple weeks. 

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