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Lose Internet daily on FibreX

New Poster
Posts: 1
Registered: ‎05-03-2017

Re: Lose Internet daily on FibreX

by flashgordonnz New Poster
Message 31 of 52 (1,495 Views)

Hi, also having drop-outs... but no where near as bad as when Downer were replacing power poles in my area, then they were installing Chorus fibre on the poles in my area (Ngaio Wellington). 

So now down to a drop-out only once every few days.

Starter Poster
Posts: 4
Registered: ‎10-03-2017

Re: Lose Internet daily on FibreX

by MarkPeach Starter Poster
Message 32 of 52 (1,472 Views)

Yes, been having the same issues for some 4 weeks. At one point every night. 2 VF technicians have visited and confimed connection my side is fine. They have both said that its a known VF FibreX network issue, and the suggested approach was to ask for a Static IP address. Had another outage last night ... called VF ... the usual run around, and eventually got transfered to billing. Asked for static IP address ...  and they wanted to charge me $4.50 per month for fixing their issue. Cough...YOU HAD BETTER NOT BILL ME VF!

 

Will post if this works.

 

Other comments:

  1. Service desk is really helpful and sympathic ... thank-you
  2. Touch points, including technicians, service desk, billing seem incredibly disconnected
  3. Lack of awareness around the Fibre X issues ... two different technicians knew of the issue and were aware its impact to multiple users. Service desk didn't know a thing about it
  4. Provide static IP addresses at no charge (if its the temporary solution) ... until you fix your network
  5. FibreX, this issue aside, seems a lot more fragile than I experienced on ADSL+. Frequent regional outages.
  6. When I call service desk they can see timeouts ... why are these not being proactively monitored ... then you could send me a txt saying hey, we see you've got a problem, no need to call us, we'll call you.

Overall FibreX seems a great product when it works. VF ... please fix the outages.

 

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

Re: Lose Internet daily on FibreX

by barefootguru Starter Poster
Message 33 of 52 (1,470 Views)

Vodafone over Twitter said was problem at their end (not my modem) and would send tech out to visit cabinet… assured me I didn't need to be home.  Yesterday while I was out a tech phoned saying he'd be over in 20.  It's a litany of incompetence.

 

- why aren't they monitoring for errors in their network?

- why can't they assign a case and be proactive about solving it?

- this is happening to multiple customers, surely it deserves a technical investigation?

 

New Poster
Posts: 1
Registered: ‎10-03-2017

Re: Lose Internet daily on FibreX

by stevegnz New Poster
Message 34 of 52 (1,461 Views)

Just got off the phone with a Vodafone FibreX "expert" who advised that several nodes around Wellington are experiencing intermittent outages.

His explanation was that they were sending technicians to investigate the nodes and work out what was causing the problem.

They don't put it up on the outages page because it isn't a full outage.

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

Re: Lose Internet daily on FibreX

by Community Manager Community Manager
Message 35 of 52 (1,457 Views)

It's a known issue and the team are actively working on it, some rollouts have happened this week and more will keep happening. Apologies for outages.

Channel Manager, Help & Support
Vodafone New Zealand
Starter Poster
Posts: 4
Registered: ‎10-03-2017

Re: Lose Internet daily on FibreX

by MarkPeach Starter Poster
Message 36 of 52 (1,450 Views)

Can you confirm what I have been told, and that a temporary/ immediate fix is to allocate static IP addresses to those that are impacted? And VF will not charge if it is a recommended approach please?

Starter Poster
Posts: 4
Registered: ‎10-03-2017

Re: Lose Internet daily on FibreX

by MarkPeach Starter Poster
Message 37 of 52 (1,398 Views)

Another short outage over the weekend, which I suspect was regional and weather based. Static IP in operation and no dropouts as yet. Suspect there are regional faults as well as the drop outs referenced by the two VF technicians that have visited. The regional outages I can see on the modem as the lights go off. The dropouts are where the modems lights stay on but on the other end they see timeouts, and I have no connection.

 

Would be good to get some official word please.

 

Thx

New Poster
Posts: 1
Registered: ‎13-03-2017

Re: Lose Internet daily on FibreX

by andrewwitham New Poster
Message 38 of 52 (1,348 Views)
I'm having the same issues since the upgrade to FibreX. Three times I have now called Vodafone ninja's. The drop out is a at least a once daily event. Yesterday (Sunday) I spent 30 minutes on hold so I could log the fault. Like the others here, my connection used to be rock solid for months on end. Not happy at all. Using my phone to type this message because the internet is down and I can't be bothered to go downstairs and watch a modem and router reboot for 10 minutes.
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Starter Poster
Posts: 3
Registered: ‎14-03-2017

Re: Lose Internet daily on FibreX

by MartySmallman Starter Poster
Message 39 of 52 (1,331 Views)

Im in Christchurch and I'm having this issue as well. I wouldn't say frequent but definitely regular (like once a day over heavy use days - weekends when kids are all streaming/gaming etc.) And perhaps once every few days on other not so heavy ussage days.

 

I have the technicolor modem and a HG659 vodafone supplied router. We recently ugraded from the 50Mb service to the 200Mb service to try resolve these issues that occured before the upgrade. However it's somewhat better but definitely not fixed.

 

It's frequent enough that it is annoying as hell when the kids yell out "Dad the internets broken AGAIN!!!"

 

How do we go about fixing this. Everything on my local side of the network continues to work but the internet is gone until a power cycle of both the cable modem and router have been done.

 

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Starter Poster
Posts: 3
Registered: ‎14-03-2017

Re: Lose Internet daily on FibreX

by MartySmallman Starter Poster
Message 40 of 52 (1,331 Views)

To get rid of the internet is unavailable message you simply need to disable IPV6. It says internet is unavailable because it fails to establish an IPV6 connection.

 

Once you do that it displays "Connected" etc...

 

 

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