Maybe @JasonParis can chime in here?

Distorter:

 

I've been dealing with drop outs for the past 4-5 months(3-4 times a day, I think the record was 6 times in a day/night) previous to this the connection was pretty solid may be a drop out once or twice a month, have logged 4 jobs over this time(each one dragged on for about 2 weeks) but still not resolved. A lot of time they go back to the idea of it's my kit, so this time I've suggested they send me a router to test. Waiting on this to be sent out.

 

But....

 

A downer Tech has been out twice, ran tests and has said there are upstream issues because once it goes down it takes about 15-20 minutes to come back up unless I restart the cable modem then it'll connect within a minute or so. I have never had to restart any of my own kit to get things going again, a restart of the cable modem will always get the connection back, if it takes a while more than a couple of minutes to come up, I power cycle it again and it comes up instantly. The Cable modem has been replaced once with a brand new one and have the same issues. My coax is a complete run without any joins and the tech has confirmed it's solid within my home.

 

Yesterday I tried just removing just the coax from the modem and plugging it back in, this brings back the connection almost instantly.........within 5-10 seconds rather than a complete power cycle of it. Anyone out there familiar with how these docsis modems work? I can't seem to look at the logs on the modem as Voda must change the default user/pass which is a pain because the techs never seem to check the logs on these, I believe the clue to all issues would be here.

 

I've got a Unifi USG connected to the cable modem and when the connection goes down, if I pull the logs from my USG it just shows  "interface: eth0 has been disconnected". I do not have DPI turned on, totally aware that the USG3 is too poop for that.

 

Regardless HFC seems very foreign to the Vodafone support teams international or NZ, they draw a blank when I am on a HFC or cable.

 

If anyone has encountered similar issues with HFC and how you resolved them I would love to hear.

 

Please no "why don't you just go to fibre" replies, talking to people in our street it sounds just as bad if not worse.

 

How frustrating for you! Sorry that we haven't got this sorted for you. It sounds like one of the team are onto it already, but here to help at anytime. Just drop me a note to jason.paris@vodafone.nz and I'll get it sorted.

JP

quickymart:

 

Maybe @JasonParis can chime in here?

 

Thanks for the heads up! Much appreciated.

@Wigster may just be a HFC rockstar. Made some changes on Friday and not one disconnect over the weekend, it's like I have a new internet connection. To monitor for the week and hopefully he has fixed this for me.

Also thanks to the other Voda crew that have reached out over PM, very much appreciated.

Distorter:

 

@Wigster may just be a HFC rockstar. Made some changes on Friday and not one disconnect over the weekend, it's like I have a new internet connection. To monitor for the week and hopefully he has fixed this for me.

 

 

 

Also thanks to the other Voda crew that have reached out over PM, very much appreciated.

 

Thats great to hear, but really not good that you had to be annoyed and frustrated and come to a public forum to get support.

I must say that I've been on HFC in Wellington for a number of years and found the system pretty much rock solid.  The only time I experienced something similar to Distorter, the tech replaced the external cable connection .... seemed the box may have weathered and/or let in rain a bit.

I've had the same Technicolor modem since original install.

Very happy with pricing too.

Is there a way users can check the Cable Modem software ver to make sure it is the latest?

I don't think so (from memory), you would need to speak to Vodafone to find out.

Hi there,

I am with Vodafone HFC myself and observe the same behavior with service drop outs on the daily where only rebooting the HFC modem (Technicolour TC4400) fixes the issue momentarily. I use pfSense as means of Router and Firewall which has previously ran fine with all fibre connections in the past at other locations. 

The amount of support received from Vodafone's helpdesk has been very very poor. The Downer technician that came to inspect the connect has said he could not identify any issues but did however remove some sort of attenuator/splitter between the street and cable modem that was located within the garage.

Can someone please have a look at my connection too as the potential fibre install has come to a halt due to Chorus not being able to blow a new fibre to the property (damage to the street plumbing possibly) which could take months to identify and fix.

Going from the comments can either of you assist? it would be greatly appreciated @Wigster and  @JasonParis

Regards,

Mike

I am in Christchurch and I am having exactly the same internet drop out issue with vodafone HFC since almost a year ago. 
I am using this service since the days of telstraclear and then FibreX, it was rock solid for almost a decade.
At the start of this issue, it was like once or twice in a month.
Then it gets worse over the last few months to almost several times a day. 

Upon reading this post, it is good to know I am not alone here.

For now, I coded a esp8266 microchip with arduino to automate the modem power cycle whenever the internet drops out.
(simple logic by pinging 1.1.1.1 and 9.9.9.9 every min, if it fails consecutively then trigger a relay to cut the power for 5 secs)
This only saves me the need to manually unplug and replug the modem. It doesn't solve the real problem.

So, please, can anyone from vodafone help?
How do I get that update to my modem? 
@Wigster and  @JasonParis

I am gratefull for any inputs.

P.S. I don't usually reach out to helpdesk. I am a bit social phobia.

Cheers

Harry

I had the same issue, in July Wigster did some magic and I have been trouble free ever since

lurker:

 

I had the same issue, in July Wigster did some magic and I have been trouble free ever since

 

Wigster just helped me. Cheers

I have been experiencing the exact same issue with home HFC Max Connection for the last 4 - 5 weeks. Out of nowhere on random times the internet drops out. Every time a cable modem get it up and running immediately. Multiple calls/chat with Vodafone support , multiple modem resets, replaced new modem, Downer Technician visit, this issue isn't resolved.

Believe me, they have been amazing trying to help. But I still have on average 3 cable modem restarts a day to get the Internet back on. 

I have decided to go with Fiber (Fiber Max). But it looks like I will have to wait few weeks get it going. I am one of those permanently working from home. Some days my work is impossible as I work on multiple clients/cross platforms. Each disconnection could knock me 20-30 minutes off work and it’s an absolute nightmare when I am on-call (sorry about the rant)

@Wigster and  @JasonParis, looks like you've been awesome helping with the issue. Can you please, please help me? Please let me know what info you need.

Thanks in Advance.