Reply

Lose Internet daily on FibreX

Starter Poster
Posts: 13
Registered: ‎04-02-2017

Lose Internet daily on FibreX

by barefootguru Starter Poster
Message 1 of 52 (2,544 Views)

Since upgrading from WarpSpeed to FibreX, my connection to the Internet will drop out about once a day — my home network is fine, but no devices can connect to the Internet.  Usually the only fix is to cycle power on the cable modem, though occasionally connectivity will return of its own accord.

 

Talked to 3 'ninjas' who haven't been particularly knowledgable or helpful.

 

FWIW The router status page always says 'Internet is unavailable', even when everything is working.

 

How can I get this resolved?

Starter Poster
Posts: 2
Registered: ‎11-02-2017

Re: Lose Internet daily on FibreX

[ Edited ]
by MarkRobertSharp Starter Poster
Message 2 of 52 (2,488 Views)

Same here dude ..

Maybe once 1 week or so I might lose the Online light on modem or alternatively the link speeddrops down to next to nothing.. like 3 mbps down 0.3 up something like that.. Im on full GB plan so sucks really..

Usually its my kids that spot it as things start timing out ..

I cycle the modem and that seems to fix it ... till the next time..

 

Im seriously thinking about logging fault with VF ..

Starter Poster
Posts: 13
Registered: ‎04-02-2017

Re: Lose Internet daily on FibreX

by barefootguru Starter Poster
Message 3 of 52 (2,478 Views)

My sympathies Mark.  There's a few other posts in here too.

 

I've had a couple of instances where speed drops to almost 0, but usually it's out completely.

 

'Ninjas' have suggested rubbish like too many devices connected to the Internet, Wi-Fi interference, bad IP address…

 

Unfortunately Vodafone is *currently* the only high-speed provider in my street.

Community Manager
Posts: 2,131
Registered: ‎02-02-2013

Re: Lose Internet daily on FibreX

by Community Manager Community Manager
Message 4 of 52 (2,474 Views)

@barefootguru

Sorry about the dropouts, can you DM your details and I'll ask our network guys to have a look.

Channel Manager, Help & Support
Vodafone New Zealand
Starter Poster
Posts: 3
Registered: ‎12-02-2017

Re: Lose Internet daily on FibreX

by eichler Starter Poster
Message 5 of 52 (2,432 Views)

Hi All

 

I've just registered on the forum because I have exactly the same issue.

 

We're on FibreX 200 and the connection drops multiple times in a day. I'm currently using the internet hotspot on my phone as our internet is down and I can't be bothered to go and power cycle the modem again. When the internet works it is very fast - 200/20 as advertised. However, the connection drops out A LOT. 

 

I originally had the Technicolour Modem plugged into an Ubiquiti EdgeRouter (configured with VLAN 10 etc). This router plugs into a 24 port gigabit ethernet switch with PoE. I then have a ubiquiti wireless AP and quite a few networked devices. The router is also the DHCP server. The only non standard device is a file server with a bonded dual gigabit NIC running Ubuntu Server. I was previously on vodafone 50 cable with exactly the same LAN setup. The old internet connection was rock solid. 

 

I've spoken to technical support 3 times about this issue. To be fair, they have all been helpful but the issue has not been fixed. On the first call, I was told to unplug the coaxial cable from the modem, wait and then plug it back in. This does bring the connection back up but it is hardly acceptable to have to do this over 10 times in one day.

 

On the second phonecall, I was told to swap my router for the vodafone provided unit and ring back if there were still issues.

 

On the third phonecall, after swapping the router for the Huawei HG659 unit, we reset the modem back to factory defaults and power cycled both units. The connection came back as expected and I was told to uplug all of my network devices and just leave a laptop connected to the switch via ethernet. I was given a mobile number to text if the connection dropped. I've sent a few messages over the weekend but I got bored because the connection dropped so many times.

 

What I have seen from the router web pages is that the WAN interface has no IP address. Sometimes, the connection recovers without intervention but this is not frequent. The problem occurs with two different routers. The internet connection can be brought back by either disconnecting the coaxial cable or power cycling the modem.

 

I currently regret "upgrading" to FibreX. Can anyone help me sort this issue?

 

Cheers

 

 

Starter Poster
Posts: 4
Registered: ‎01-06-2017

Re: Lose Internet daily on FibreX

by TK123 Starter Poster
Message 6 of 52 (923 Views)

I have had the same issues, exactly and I think many many people like us have had these issues and are still having these issues.  You should complain to the Telecommunications Complaints Authority if you still have these issues for more than 6 weeks after complaining to Vodafone.  Your other option is to lay a complaint with the Commerce Commission, regarding false advertising on Vodafones part, because they advertise Fibre X 200 as 200/20 which is anything but true in many cases I've heard of and read on different forums.  If Vodafone can't deliver the speeds they promise then this constitutes false advertising and they need to be prosecuted for this.  If more and more people lay complaints against them, then they will actually be forced to pick up their game and deliver the service they advertise.

 

I've personally had a guts full of their service and have laid complaints. I hope you and anyone else looking on these forums does the same.

 

I would also advise you to demand a refund for your internet service as I did because you are not receiving the advertised service.  They have to meet their obligations under the consumer act, and you are entitled to a refund if you're not getting the service they advertise.

Starter Poster
Posts: 4
Registered: ‎01-06-2017

Re: Lose Internet daily on FibreX

by TK123 Starter Poster
Message 7 of 52 (926 Views)

My upload speed was going from 10MBps down to 100KBps (just above the old dial up speed)

 

Some of the reasons this happens is that vodafones Fibre X service isn't actually all fibre.  It's fibre some of the way and old cable from the lamp post to your house.  The cable is usually the big problem as it erodes over time giving very poor speed, especially during wet weather.

 

The other issue is that Vodafone installs very poor quality routers for the Fibre x plan.  I have this on very good authority from tech people who know this.  If you keep having problems, demand a tech comes out and tests the speed of the cable, You'll need a Chorus Technician, as they do the lines.  Vodafone techs usually aren't equipped with the proper speed testing gear which tells them where the fault is. 

 

We had to wait over a month to get the right tech to measure the problem.  They rewired the cable from the lamp post to the house, installed all new cable fittings in the house and the speed problems vanished.  But... the router reboot problem still remains.  My suggestion is you get a good quality commercial router and you'll probably find your router reboot issues vanish.. A friend of mine did this and now has a very reliable fibre X service.  Hope this info helps, as Vodafone don't seem to give a S**T about it's customers from personal experience.  Cheers

Starter Poster
Posts: 3
Registered: ‎29-04-2017

Re: Lose Internet daily on FibreX

by JoshuaJoe Starter Poster
Message 8 of 52 (923 Views)

We've bought a brand-new networking system (Netgear Orbi, brilliant by the way) to replace the stock Vodafone router, which was somehow faster than our old Airport Extreme system. We get amazing speeds wired and wireless (926Mbps wired, up to 400Mbps with a 2x2 AC device), but yes, the connection also drops out every 2-4 days. It varies in time period too which is weird - so replacing the router doesn't fix the issue. Called up Vodafone ninjas and after a week of running the stock router a tier 2 rep called me a few days ago to say that they haven't got the faintest clue what's going wrong, saying that some customers are/aren't having these issues and citing teething issues with the "new" FibreX network. I was told it was either a network or modem problem and a tier 3 investigation is "apparently" underway.

 

Not sure what's changing given our connection is over coaxial (cable) still, so I don't understand we have this problem only after upgrading to FibreX. Thanks @TK123 for bringing this up with the Telecommunications Complaints Authority and Commerce Commission, I will say I was on the fence about them calling it FibreX because it isn't always fibre, was willing to forgive them given our great speeds but frankly having to creep round into the networking cabinet to reboot the modem 3 times a week isn't acceptable. There will always be teething problems, but most of these should be sorted before launch, and shouldn't be taking longer than a few months to fix. So far from the likes of this thread there seems to be a mixture of information out there, from reps and customers.

Starter Poster
Posts: 5
Registered: ‎14-02-2017

Re: Lose Internet daily on FibreX

by pras_nz Starter Poster
Message 9 of 52 (2,409 Views)
Hi folks,

I am having the same issue with my Fibrex 200 connection. Been on this service for a week now and I think I have had more dropout days than up

@MikeHales - could you please assist?
Posted from Apple iPhone
Highlighted
Starter Poster
Posts: 13
Registered: ‎04-02-2017

Re: Lose Internet daily on FibreX

by barefootguru Starter Poster
Message 10 of 52 (2,389 Views)

I DM'd Mike and pointed out there's 3 others on this thread with identical symptoms.

Stats
  • 51 Replies
  • 45w ago
  • 2,545 Views
  • 6 Kudos
  • 10 Contributors