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Other broadband queries

Slow green internet light flashing on router

2: Seeker

Hi all

Need some help please, I have had broadband for about 6 weeks now, previously with plus net and no issues. Last night the Internet went off for no reason, I now get a solid green WiFi light and a slow pulsing green Internet light. Internet connection is showing as not available on my phone and when you sign into it it says press reconnect to reset the dsl line. I press the button and the router flashes then nothing happens! Anybosy have any ideas of a fix, tried everything including factory reset and have been on to the tech line for an hour. All line tests come back ok. Escalated to tech2 team but have to wait 48 hours to get a call back.

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21 REPLIES 21
Moderator
Moderator

@Lee0073 Please let us know if you've received your call back and if the issue has been resolved.

If not, feel free to post back on this thread and we'll be more than happy to take a look into this for you.

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1: Seeker

I'm having exact same issue, only had service for a week. any ideas on a fix, tried reset numerous times now.

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Moderator
Moderator

@scottysm If you've got a solid green Wi-Fi light, but the internet light is flashing green the router is trying to establish a connection.

Have you contacted our Broadband Live Chat team to check on the connection from our side? You can also contact the Broadband team on 08080034515 (free from all UK landlines and mobiles) with lines open between 8am and 11pm, seven days a week. 

Please keep us updated and let us know what they advise and please feel free to come back to us if you're still experiencing issues.

 

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3: Seeker

Same problems as above 10 days now! Super fed up after 7 calls only to be told different things. I need my internet for work.

I have been told again tonight the tech team will be in contact in 48-72 hours.

I would just like to know what is wrong not to be told to wait another few days very unhappy customer 😞

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2: Seeker

Mine magically started working again, was told it was down to ooenreach doing some work at our exchange! So far so good again. Hope it's sorted soon!!

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Highlighted
3: Seeker

Thanks for the reply, that's more then I've heard from Vodafone so fingers crossed it starts soon! 

How long was it out for? 

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2: Seeker

About 5 days all in all. Got very little out of Vodafone. Who knows who the tech team are I could never get to them!

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3: Seeker

Same, I always have to chase them up really poor from them.

Really appreciate your reply. 

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Moderator
Moderator

@Coachwhite We're really sorry to hear you're having problems with your broadband and apologise for the delay in getting this resolved. If you've got a flashing green light is it your internet or Wi-Fi light? If your Wi-Fi isn't connecting correctly, can you get a wired connection to work? 

Have you contacted our Broadband Live Chat team to look into this for you?

Keep us updated and let us know what the Tech team advise once they've been in touch. If your issues not been resolved, I've sent you a private message with details on how to get in touch, so we can pass this along to our Broadband team.

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3: Seeker

Thanks for the message, I have filled the form out to then get a email to say.... You should get a reply in 48 hours 😂😂 

Can anyone lend me some broadband? I don't really need it to work anyway......

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3: Seeker

So we are hitting 20 days without net!!

 

I really have lost the will to keep asking for help with this! BT have said all good there end but still not working Vodafone now sending me another router 3rd one and being told they hope to know what's wrong by Friday....... I had had to spend a good amount of money to top up used internet on my wife's and my phone. Why is it taking this long!!??? My recommendation is to never use Vodafone and find someone who care about the customer and get problems sorted quickly and don't leave you hanging for days!

 

 

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Moderator

@Coachwhite - It’s not good to hear it’s still ongoing!

If you still need help after you’ve received the new router, then please reply to the email we last sent on 24 January. We can then get this escalated to our Broadband team.

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2: Seeker

I'm having the same problem.  I've tried ringing Vodafone's technical team but they take ages to answer the phone and are useless anyway.  I've made 2 cups of tea, done some work and written this message while being on hold.

 

They were supposed to install my broadband on 12 November but because they are too tight to pay for an engineer they tried to wing it despite me telling them that the phone line system in my building was complicated.

 

Now, 10 days later, I've 'gone live' and the phone works but there's no internet!

 

Did Vodafone solve anyone's problems?  Probably not.  I'm already regretting it.  They are totally incompetent.

 

Cheers

James

 

 

 

 

 

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Moderator
Moderator

Hey @jameswestacott, thanks for getting in touch. We're really sorry to hear that your broadband isn't up and running yet and apologise for the delay.

So we access your account to take a look into this further, I've sent you a private message with details on how to get in touch.

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2: Seeker

Spoke to 3 different incompetent Vodafone people over the weekend.  After being on hold for at least an hour because they are experiencing 'unusual call volumes'.  Strange that there's always a queue for Customer Services whatever time and day I phone, yet magically the Sales department answer within a nanosecond.  Shows where their priorities lie doesn't it.

 

All the useless operatives kept saying to perform a hard reset of the router, things will be fine, it's working our end, blah blah blah.

 

I think it will be quicker sending smoke signals.  Luckily my neighbour is with a proper company (Plusnet) who installed his for him, and he's kindly agreed I can use his internet in the meantime.  

 

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Moderator (Retired) Joe
Moderator (Retired)

@jameswestacott Hi there, this isn't how we'd want our customers to feel after contacting our Customer Services team. We'd love to look into this for you. I'll send you a private message on how to contact us, so we can look further into your issues. Joe

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2: Seeker

Your useless Customer Service team have already looked into it for me.  The incompetent woman rang me today (about 2 weeks late, because apparently you're so busy, so begs the question why not move some of the Sales team into Customer Service).

 

It's cost me about £150 in calls as you take hours to answer and don't provide a free number, but when I've tried claiming this back then she just offered me free broadband for 3 months (which doesn't even cover my costs).

 

So it's now going to the Unresolved Complaints team.  We'll see if they reply before Christmas.

 

Incidentally, I received an email stating that my charge this month would be over £200, and I logged in and the useless Vodafone people have only duplicated the charges by setting up 2 accounts (and therefore 2 charges for me).  Best if I cancel the direct debit today and that will get them into gear.

 

I advise everyone to take their complaints to the Communications Ombudsman.  The link is below:

 

https://www.ombudsman-services.org/sectors/communications

 

They are funded by the telecoms companies, so are more biased than a referee at Old Trafford, but at least it causes some problems for Vodafone.

 

You can also leave an awful review on Trustpilot:

 

https://uk.trustpilot.com/review/www.vodafone.co.uk

 

Surprise surprise, they've got 1 star (this is the minimum by the way).

 

James

 

 

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Moderator (Retired)

You've certainly not had a great experience @jameswestacott, and that's really disappointing. 

I'm confident that our Customer Relations team will be able to resolve everything for you.

 

If there's anything else we can help with in the meantime, please let us know.

 

Blair

 

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2: Seeker

You're right Blair, I've had an awful experience.

 

Unforunately your blind faith and confidence in your Customer Relations team is misplaced.  They did not resolve the matter as they were useless and incompetent.   So I have referred the matter to the Ombudman Services as per my link above.

 

Yes, you can help me, you can compensate me for the calls I've had to make to the said Customer Relations team, by giving a credit of £250 (estimated cost of ringing on my mobile) against my bill.  Please let me know when you have done this.

  

Kind regards

James

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