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No internet connection.

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Starter Poster
Posts: 4
Registered: ‎28-01-2017

No internet connection.

by rwalshy Starter Poster
Message 1 of 8 (821 Views)

We have struggled with the Vodafone TV  service since we connected to fibre in December. Freezing screens, the "No internet connection" message, the indifferent Sky service. We finally gave VodafoneSky away and now only use the basic Vodafone connection. with  Sky reconnected. Last night it failed again, just when we sat down to have some supper and watch a TVNZ catch-up (Mrs Wilson), the same message - "no internet connection" The internet connection was fine, out to the garage to check the modem and range extender, fine all lights on, check with the television, all lights on. Internet working fine on the computer. Supper going cold.

Struggling through your customer services for advice only to be told to check the lights or turn it off/on to restart is no longer OK, what worked with a Commodore 64 or Windows 3.1 is no longer acceptable in 2019.

I hope that this message is read by an informed Vodafone person who can explain what the problem is, and then tell us what action you intend to take to prevent this problem occuring. It has cost us nearly $1,000 since December 2018, and the service and content that you have supplied is not worthy of that amount.

Regards

Walshy

Account no 868343

 

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Staff
Posts: 84
Registered: ‎08-02-2019

Re: No internet connection.

[ Edited ]
by Staff HamishSansom Staff
Message 2 of 8 (777 Views)

Hi @rwalshy 

 

Sorry to hear about the issues you've been having, we'll be in touch after looking into your specific account setup.

 

Thanks

Hamish

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Starter Poster
Posts: 4
Registered: ‎28-01-2017

Re: No internet connection.

by rwalshy Starter Poster
Message 3 of 8 (727 Views)

Thank you

Same again last night, ended up re-booting.

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Staff
Posts: 22
Registered: ‎08-03-2019

Re: No internet connection.

by Staff TheresaMalloy Staff
Message 4 of 8 (717 Views)
Hi There, I have sent an email to you today. Thank you for working with us to resolve this issue. It definitely is not working as per the typical setup. I would love to have one of our Senior Support agents look in to the setup with you. We will ensure this is working as per design. Thanks again for working with us. Theresa
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Starter Poster
Posts: 5
Registered: ‎27-03-2020

Re: No internet connection.

by DD Starter Poster
Message 5 of 8 (279 Views)

Hi Vodafone we are having similar issues to this post since upgrading to Fibre (apparently we would have beter connectivity and faster speeds for all wifi devices ) last December prior to this we were on Fibrex and  had no problem with our connection  our connection is intermittent, the coverage poor and it will cut out for no reason we know this isnt purely related to the covid 19 Lockdown overload as we have been having issues since we changed.

 

We live in the city and have no problem with our  vodafone mobile wifi which our phones frequently flip into when there is no coverage .

 

We have Vodafone TV(apparently this would make our life easier) which in the middle of viewing suddenly turns to a black screen and tells us there is a problem with our internet connection this can happen several times during viewing .

 

After many  long (some over 2 hours) conversations  with Vodafone (admittedly a very helpful vodafone staff member in India doing his best to help) resetting and restarting everything (he said everything is working fine?) you  have advised that the problem is due to too many wifi devices using the system (we are actually using less than we were in Dec on the old system  ) you suggested we purchase a wifi booster for just another $99 this has made virtually no difference in connectivity or range whether we have it attached directly to our modem or in another part of our house.

 

We  have wasted enough of our time  waiting on endless phone calls (some over 2 hours ) to you Vodafone what is the problem here ?

 

According to you Vodafone we are on the ultimate family plan with the fastest Fibre best suited to our needs and there is nothing wrong with the network.

 

Account number 454556786

 

At this stage we are considering changing to a different service provider 

 

 

 

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Senior Contributor
Posts: 322
Registered: ‎15-09-2016

Re: No internet connection.

by Senior Contributor MrMorm Senior Contributor
Message 6 of 8 (272 Views)

The problem wont be your fibre. Fibre either works or doesn't, not go slow.

I imagine that if you only connect a PC or latptop to your modem by an Ethernet cable the speeds are ok

It sonuds like a wifi issue..

 

When you moved to UFB Fibre from FibreX did you change where you modem is located?

If you have lots of wifi devices, this will slow things a bit, but the location of any modem is critical. Check the wifi signal strength on your devices and follow these guidelines for how best to make wifi work. Never put the modem in a cuboard, on the loor or behind the TV.

https://news.vodafone.co.nz/make-the-most-of-your-broadband-during-covid19-lockdown

 

If you have the Vodafone wifi Booster, it will work best as AP mode connected via Ethernet cable to the modem, it works worst in wifi repeater mode and any device attached to it will be half the speed of the wifi (this is because the booster will need to to resent all the data to the modem). Again, placement is important for this.

If you are only using the Booster for the Vodafone TV, ten make sure it is in Station Mode.

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Starter Poster
Posts: 5
Registered: ‎27-03-2020

Re: No internet connection.

by DD Starter Poster
Message 7 of 8 (269 Views)

The modem is in a good place in the centre of the house(same position as our original modem when we were on Fibrex and had good connectivity)not in a cupboard or behind a or on the floor behind the TV.

We tried the booster attached through the modem and that made no diffence the issue here is not in speed it is in connectivity it drops in and out 

 

 

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Senior Contributor
Posts: 322
Registered: ‎15-09-2016

Re: No internet connection.

by Senior Contributor MrMorm Senior Contributor
Message 8 of 8 (267 Views)

You should try an ethernet device in at the same time.

If the ethernet cabled device still has internet and still good speed, when things drop out, then it is a wifi coverage issue

The fibre is the same no matter which provider you are with.

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