Broadband Tech Issue Forcing Me to Leave Vodafone

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944 posts

Ultimate Geek

#1375387 27-Aug-2015 20:27

Here is the D-Link config:

graemeh

2078 posts

Uber Geek

#1375427 27-Aug-2015 21:45

Earbanean: Anyway, I remembered that I have an old D-Link modem/router (DSL-502T) from many years ago. So I pulled that out and gave it a go. I didn't have a chance to go through the config thoroughly, but with mostly defaults and my new ID and PWD it did not connect.

So this isn't an exhaustive test, but it now seems I have 2 x Vodafone modem/routers that do connect and 2 x Drayteks and 1 x D-Link that do not.

Are you entering your user name and password into the Vodafone modems or are they auto-provisioned (or already provisioned)?

Did you ever find out what was showing in the radius logs?

Aredwood

3885 posts

Uber Geek

#1375459 27-Aug-2015 23:48

If you on purpose enter a wrong password into the Vodafone routers. Does that stop them from working? And try factory resetting the Vodafone routers. Then just plug them in with everything still on the default. If it asks for login details enter an incorrect username and password. If it still connects then your line has port based auth.

Earbanean

944 posts

Ultimate Geek

#1375495 28-Aug-2015 08:01

Are you entering your user name and password into the Vodafone modems or are they auto-provisioned (or already provisioned)?

I'm entering them in explicitly.

Did you ever find out what was showing in the radius logs?

No, I haven't heard back from Vodafone on those.

Earbanean

944 posts

Ultimate Geek

#1375496 28-Aug-2015 08:03

Aredwood: If you on purpose enter a wrong password into the Vodafone routers. Does that stop them from working? And try factory resetting the Vodafone routers. Then just plug them in with everything still on the default. If it asks for login details enter an incorrect username and password. If it still connects then your line has port based auth.

That's a really good idea. I'll give that a try when I get home this evening.

tanivula

991 posts

Ultimate Geek

Lifetime subscriber

#1375499 28-Aug-2015 08:15

Earbanean: Here is the D-Link config:

In your username, do you not need to put the @vodafone.... afterwards?

Earbanean

944 posts

Ultimate Geek

#1375512 28-Aug-2015 08:41

In your username, do you not need to put the @vodafone.... afterwards?

As I understand it, that's how it used to be, but now it's just the username. On the Vodafone supplied modem/router I have just the username and the Draytek that was working for 3 years had just the username. Anyway, I tried it both ways when debugging on the Draytek, with no luck.

The other thing is that SnapperNet said that the Drayetk should give a meaningful message if the username or password was wrong, but it doesn't do that. It seems to fail authentication before verifying the ID and password. Although, I can't say for sure that that's what's actually happening.

Sharesies

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trig42

5814 posts

Uber Geek

ID Verified

#1375547 28-Aug-2015 09:55

Sounds like you have done all the troubleshooting steps that you can reasonably take. The Radius logs would be helpful to help you.

Can you ask to be moved off the RED network and back to the Chorus network? Would that help?

Andib

1364 posts

Uber Geek

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Trusted

#1375555 28-Aug-2015 10:15

Earbanean:
In your username, do you not need to put the @vodafone.... afterwards?

As I understand it, that's how it used to be, but now it's just the username. On the Vodafone supplied modem/router I have just the username and the Draytek that was working for 3 years had just the username. Anyway, I tried it both ways when debugging on the Draytek, with no luck.

The Red network ignores anything beyond the @ so you could have Earbanean@xtra.co.nz as the username and it would still work.

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Earbanean

944 posts

Ultimate Geek

#1375576 28-Aug-2015 10:49

trig42: Sounds like you have done all the troubleshooting steps that you can reasonably take. The Radius logs would be helpful to help you.

The plan is this evening I'll be able to coordinate someone from Vodafone checking the Radius logs at the same time as I have the Draytek modem set up (thanks @Demeter). Hopefully that will tell a story.

graemeh

2078 posts

Uber Geek

#1375580 28-Aug-2015 10:57

Earbanean:
trig42: Sounds like you have done all the troubleshooting steps that you can reasonably take. The Radius logs would be helpful to help you.

The plan is this evening I'll be able to coordinate someone from Vodafone checking the Radius logs at the same time as I have the Draytek modem set up (thanks @Demeter). Hopefully that will tell a story.

Excellent news. I wonder what the odds are that nothing will appear in the logs.

Demeter

709 posts

Ultimate Geek

Trusted

One NZ

#1375704 28-Aug-2015 14:21

trig42: Sounds like you have done all the troubleshooting steps that you can reasonably take. The Radius logs would be helpful to help you.

Can you ask to be moved off the RED network and back to the Chorus network? Would that help?

Good call. A reverse migration could be worth considering if we can't get it sussed. I can definitely organize that if all else fails.

darylblake

1162 posts

Uber Geek

Trusted

#1375893 28-Aug-2015 19:37

TimA:
Rikkitic:
lxsw20:
Earbanean: I've spent between 1 1/2 to 2 hours on hold on that number over the last few weeks. Man I love this company.

Dude, you're getting direct help for unsupported hardware here, how about being a bit grateful rather than comments like that.

The guy is paying for the service, after all. It is not like VF is doing him a favour by allowing him to give them money. Whatever happened to 'the customer is king'? Oh, right. This is New Zealand.

Wow thats so far out of context.

We say have a call center of 10 people. They each average 10 minute calls. There are 60 calls a hour. Thats each person and maximum capacity.
Bob rings up with a 15 minute query, Jim calls up with a 25m long unsupported query.

See where im going now...

If its not supported why should they be under obligation help. There are private consulting companies that you pay to do that.
Vodafone would be up there with Snap for supporting user issues further than they need to.

At the end of the day if the service is crap and the customer is not happy with it then they can go somewhere else. PERIOD.

Aredwood

3885 posts

Uber Geek

#1375914 28-Aug-2015 21:07

So far the service seems really good.

BarTender

3606 posts

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Lifetime subscriber

#1376091 29-Aug-2015 13:02

darylblake:
TimA:
Rikkitic:
lxsw20:
Earbanean: I've spent between 1 1/2 to 2 hours on hold on that number over the last few weeks. Man I love this company.

Dude, you're getting direct help for unsupported hardware here, how about being a bit grateful rather than comments like that.

The guy is paying for the service, after all. It is not like VF is doing him a favour by allowing him to give them money. Whatever happened to 'the customer is king'? Oh, right. This is New Zealand.

Wow thats so far out of context.

We say have a call center of 10 people. They each average 10 minute calls. There are 60 calls a hour. Thats each person and maximum capacity.
Bob rings up with a 15 minute query, Jim calls up with a 25m long unsupported query.

See where im going now...

If its not supported why should they be under obligation help. There are private consulting companies that you pay to do that.
Vodafone would be up there with Snap for supporting user issues further than they need to.

At the end of the day if the service is crap and the customer is not happy with it then they can go somewhere else. PERIOD.

Oh my new fridge that I purchased from the US doesn't work properly since it needs a different power supply. Better complain to my power company to get them to fix it and supply me a 110V supply. I'm paying good money for electricity into my house, it's up to my power supplier to ensure everything in my house works and for them to fix it if it doesn't. How is this any different to the Internet?

This thread in my view is what is wrong with the whole view of how Internet service is provided. Master Filter installation for poor internal wiring, Malware/Viruses on computers, Poor / congested Wifi, PC's unable to drive UFB at the speeds the customer ordered. All things completely outside the control of the ISP but they are doing their best to support an unsupported scenario. This is why ISPs supply their own modems since they know they will work to spec.

The fact that Vodafone is even helping should be congratulated.

My view is the ISP supplied modem works so it's a fault at the customer end. Companies like Geeks on Wheels are the correct place to get issues like these sorted rather than complaining to their service provider. Much like you would pay an electrician to sort out your internal wiring not expect your lines company to sort it. If you are not technically able to get it working, try paying someone more skilled to do so. If they can't then you know the problem is with your modem not the service provider.

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