Seriously HAD ENOUGH. Voda ultrahub woes

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Martin_NZ

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#257298 24-Sep-2019 22:26

<rant> I'm seriously at my wits end with my Vodafone service (HFC) or more specifically the Ultrahub (i think). I live in Christchurch and have the 200mb hfc broadband service and a T Box which other than the occasional reboot needed every week or two it seems to have worked for ages reasonably well... Up until recently.

Now EVERY SINGLE DAY (and sometime even more frequently), I arrive home to find my WiFi service down again and a reboot of the ultra hub is needed to restore it. The event log on the hub is full of errors. I've factory reset it and it's made no difference, in fact I'd go so far as to say it's worse.

Now heres, my question. All this nonsense "seems" to have started since a Vodafone(downers?) tech came out a couple of weeks ago and replaced the Motorola surfboard cable modem which is attached to my T Box (not my broadband modem, the Cable TV modem). This is a seperate modem to the Technicolor jobbie that is attached to the Ultrahub. Perhaps it's unrelated I don't know, but the timings seem to correspond. Is there any way the TV service modem could be causing issues with my ultrahub connected to a different cable modem. Yeah I know I'm not convinced either, but thats the only thing thats changed. Could this be the cause of my recent problems.

I've been a HFC customer of Vodafones from the very early days of Saturn /Telstra / TelstraClear but now I'm about to chuck in the towel with Voda and move to a different provider. I like the service, I've been a loyal customer for many many years and would stay if this was fixed but talking to their offshore call center when you eventually get through is nothing more than an exercise in frustration with their scripted BS asking "what lights are on" and not listening to what they are being told.

Can anyone offer any suggestions on what I can do to try resolve this issue because frankly I'm at the point I'd like to just go chuck all their junk in the rubbish bin and go fibre with a new provider and get a new router installed. I'm out of contract and there's no way in hell I'm resigning without a guarantee they will fix the problem and that it will stay fixed.</rant>

sdavisnz

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#2324250 24-Sep-2019 22:39

Change provides , get real fibre.

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Martin_NZ

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#2324253 24-Sep-2019 22:52

Im kinda hoping someone from VF might see this rant and offer some useful suggestions.

If not that's exactly what I plan to do.

quickymart

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#2324257 24-Sep-2019 23:02

Had something like this when I had cable many, many years ago. Flatmate had two connection points in his room, one for his cable TV, one for his cable router. He was having similar issues, swapped the two around and the problem was solved. Dunno if that would help in your situation though.

Otherwise, @JasonParis ?

sdavisnz

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#2324258 24-Sep-2019 23:04

Also you could ask voda for a ufb connection.

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Scott3

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#2324259 24-Sep-2019 23:09

Get proper fiber. Its better tech, installs are currently free ($1000+ worth), and that won't allways be the case. I strongly recomend this action.

With regards to the older vodafone provided router, the common issue is that you hit the device limit. I think it dosn't forget disconnected devices so auite easy to hit the cap. If the moden plugs into the router, you may be able to replace it with a better one.

Apsattv

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#2324267 25-Sep-2019 00:11

If its the OLDER huawei , just ask for them to replace it. It won't even cost you.

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timmmay

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#2324280 25-Sep-2019 06:38

Ditch Vodafone, get fiber. I did years ago and I'm much much happier with 2degrees fiber than I ever was with Vodafone.

Martin_NZ

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#2324287 25-Sep-2019 07:00

Scott3: Get proper fiber. Its better tech, installs are currently free ($1000+ worth), and that won't allways be the case. I strongly recomend this action.

With regards to the older vodafone provided router, the common issue is that you hit the device limit. I think it dosn't forget disconnected devices so auite easy to hit the cap. If the moden plugs into the router, you may be able to replace it with a better one.

What is the device limit. I do have quite a few devices by the time you include things like chronecasts, mobile devices, laptops, Google homes and the like.

Martin_NZ

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#2324289 25-Sep-2019 07:05

Apsattv:
If its the OLDER huawei , just ask for them to replace it. It won't even cost you.

It is the darker grey coloured one. As far as I know that's the current model?

rp1790

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#2324293 25-Sep-2019 07:24

+1 to all those saying change providers and get real fibre installed now while it's free. Its 1000% better and if you don't install now you would have to pay a lot (possibly thousands) to get it installed later.

quickymart

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#2324295 25-Sep-2019 07:29

Only reason I suggested that was that fix worked for my then-flatmate, but that was years ago :) otherwise, fibre FTW.

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Morm

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#2324391 25-Sep-2019 10:01

Martin_NZ:
Scott3: Get proper fiber. Its better tech, installs are currently free ($1000+ worth), and that won't allways be the case. I strongly recomend this action.

With regards to the older vodafone provided router, the common issue is that you hit the device limit. I think it dosn't forget disconnected devices so auite easy to hit the cap. If the moden plugs into the router, you may be able to replace it with a better one.

What is the device limit. I do have quite a few devices by the time you include things like chronecasts, mobile devices, laptops, Google homes and the like.

254 on the UltraHub, so I dont think thats your problem. The wifi chipset is as good as anything too, so dont think thats an issue either.

The Ultra Hub is not your issue I dont think, but something to do with the setup (its almost like 2 DHCP servers on the lan)

Call and talk to the new X Squad

WyleECoyoteNZ

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#2324489 25-Sep-2019 11:28

Martin_NZ:

<rant> I'm seriously at my wits end with my Vodafone service (HFC) or more specifically the Ultrahub (i think). I live in Christchurch and have the 200mb hfc broadband service and a T Box which other than the occasional reboot needed every week or two it seems to have worked for ages reasonably well... Up until recently.

Now EVERY SINGLE DAY (and sometime even more frequently), I arrive home to find my WiFi service down again and a reboot of the ultra hub is needed to restore it. The event log on the hub is full of errors. I've factory reset it and it's made no difference, in fact I'd go so far as to say it's worse.

Now heres, my question. All this nonsense "seems" to have started since a Vodafone(downers?) tech came out a couple of weeks ago and replaced the Motorola surfboard cable modem which is attached to my T Box (not my broadband modem, the Cable TV modem). This is a seperate modem to the Technicolor jobbie that is attached to the Ultrahub. Perhaps it's unrelated I don't know, but the timings seem to correspond. Is there any way the TV service modem could be causing issues with my ultrahub connected to a different cable modem. Yeah I know I'm not convinced either, but thats the only thing thats changed. Could this be the cause of my recent problems.

I've been a HFC customer of Vodafones from the very early days of Saturn /Telstra / TelstraClear but now I'm about to chuck in the towel with Voda and move to a different provider. I like the service, I've been a loyal customer for many many years and would stay if this was fixed but talking to their offshore call center when you eventually get through is nothing more than an exercise in frustration with their scripted BS asking "what lights are on" and not listening to what they are being told.

Can anyone offer any suggestions on what I can do to try resolve this issue because frankly I'm at the point I'd like to just go chuck all their junk in the rubbish bin and go fibre with a new provider and get a new router installed. I'm out of contract and there's no way in hell I'm resigning without a guarantee they will fix the problem and that it will stay fixed.</rant>

Right, just so I understand correctly, you have one of these Motorola modem's

Plugged into the back of the Tbox

Now, for the Technicolor jobbie, is that connected to another modem to which the coaxial cable plugs into?

If so, it's very similar to the setup I have in Wellington, except I'm using a Huwaei HG659 which is ethernet connected to where the coaxial cable comes in.

To the Op, do you have a Network AV receiver on the network at all? I had a similar situation a little while back where I'd be at work and the wife would complain of no wifi\internet at home. Power cycling both the grey modem and Huawei HG659 resolved the net , but then the next day the same scenario would play out.

For what ever reason, the cause was my AV Network receiver being on the network through a wifi connection. In my case removing the receiver off the network resolved the issue. I suspect a setting had changed in the connection properties of the receiver, whihc i haven't looked into yet

To others suggesting moving, chances are the Op is on a old plan which gives the Cable internet, TV (TBox), maybe with sky, and phone, simply put fibre may be better, but the cost will increase. I'm on a similar old plan, and to keep exisiting sky and have fibre net will cost me more a month, and for the slight hassles this old tech may occassionally cause, it's just not worth it.

Martin_NZ

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#2324496 25-Sep-2019 11:40

Morm:

Martin_NZ:
Scott3: Get proper fiber. Its better tech, installs are currently free ($1000+ worth), and that won't allways be the case. I strongly recomend this action.

With regards to the older vodafone provided router, the common issue is that you hit the device limit. I think it dosn't forget disconnected devices so auite easy to hit the cap. If the moden plugs into the router, you may be able to replace it with a better one.

What is the device limit. I do have quite a few devices by the time you include things like chronecasts, mobile devices, laptops, Google homes and the like.

254 on the UltraHub, so I dont think thats your problem. The wifi chipset is as good as anything too, so dont think thats an issue either.

The Ultra Hub is not your issue I dont think, but something to do with the setup (its almost like 2 DHCP servers on the lan)

Call and talk to the new X Squad

Thanks for the tip, but how does one get to the so called X squad without having to go through the morons in manilla. (ninja's, x-squad... someones been watching too many movies)

The ultrahub is the only dhcp server on my lan. The hub has been factory reset and the problems persist which makes me wonder about this new cable modem on the TV service. I had also wondered if it might be an ipv6 issue.

At this point in time unless someone from voda gets in touch with ME with a solution I am not putting myself through the previous experience of the call centre again. JP has been pinged, not that I expect him to be down in the weeds sorting out issues like this. Like I say I'm pretty much done with Vodafone.

JasonParis

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#2324620 25-Sep-2019 14:44

Martin_NZ:

<rant> I'm seriously at my wits end with my Vodafone service (HFC) or more specifically the Ultrahub (i think). I live in Christchurch and have the 200mb hfc broadband service and a T Box which other than the occasional reboot needed every week or two it seems to have worked for ages reasonably well... Up until recently.

Now EVERY SINGLE DAY (and sometime even more frequently), I arrive home to find my WiFi service down again and a reboot of the ultra hub is needed to restore it. The event log on the hub is full of errors. I've factory reset it and it's made no difference, in fact I'd go so far as to say it's worse.

Now heres, my question. All this nonsense "seems" to have started since a Vodafone(downers?) tech came out a couple of weeks ago and replaced the Motorola surfboard cable modem which is attached to my T Box (not my broadband modem, the Cable TV modem). This is a seperate modem to the Technicolor jobbie that is attached to the Ultrahub. Perhaps it's unrelated I don't know, but the timings seem to correspond. Is there any way the TV service modem could be causing issues with my ultrahub connected to a different cable modem. Yeah I know I'm not convinced either, but thats the only thing thats changed. Could this be the cause of my recent problems.

I've been a HFC customer of Vodafones from the very early days of Saturn /Telstra / TelstraClear but now I'm about to chuck in the towel with Voda and move to a different provider. I like the service, I've been a loyal customer for many many years and would stay if this was fixed but talking to their offshore call center when you eventually get through is nothing more than an exercise in frustration with their scripted BS asking "what lights are on" and not listening to what they are being told.

Can anyone offer any suggestions on what I can do to try resolve this issue because frankly I'm at the point I'd like to just go chuck all their junk in the rubbish bin and go fibre with a new provider and get a new router installed. I'm out of contract and there's no way in hell I'm resigning without a guarantee they will fix the problem and that it will stay fixed.</rant>

What a nightmare for you Martin. I'm so sorry about this - so appreciate the community connecting me to you here. Can you email me your account details to Jason.paris@Vodafone.com and I'll get right onto sorting this for you. Apologies again.

Jason Paris