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Author Topic: Vodafone broke my internet  (Read 994 times)

mikeb

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Vodafone broke my internet
« on: November 24, 2023, 11:53:16 PM »

I've had my FTTC connection through Vodafone for the last 3 years with no major issues. Out of contract so I phoned them a few weeks ago to take their latest deal and sign up again for a fixed period. They gave me an activation date of Monday 27th November. I asked what would happen on that day, would there be any down time. Was advised it wouldn't need an engineer to do anything so no downtime. But they would be sending me a new router and I should swap them over on the day.

All carried on as normal, working fin until today, when my connection ceased to work (looks like it went off about 7am this morning). Vodafone supplied router is showing VDSL synced up as normal, but the status for PPPoE/WAN IP etc is all blank. Router says "no connection -  no IP v4 address".

Vodafone insist they haven't done anything from their end, that the service should still be working as normal, and the fault is nothing to do with my contract renewal. Seems a suspicious coincidence that it breaks the working day before my 'activation' date? I asked about when my new router would arrive, first bloke said next week, and the activation date. Second person said I wasn't getting a new router because mine is still current, and that my connection would continue with no interruption using the existing router. They escalated the problem to their level 2 support but no one has come back to me with any answers yet.

As you'd expect the Vodafone router is preset/hides the PPPoE logon credentials, so I can't check or change them. But Vodafone did supply me with my username and password years ago in case I wanted to use an alternative router. Well I never have tried them, but this evening thought I'd give it a whirl with my old Draytek 2760 in the hope it might give some diagnostic info/clues.

The Draytek syncs up the line as did the vodafone router, but in the WAN1 status it says that the username or password is incorrect. Doe that mean that either:

The logon credentials they previously supplied my are wrong,
The username and password has changed (today??),
There's another PPPoE issue that makes the router display that message.

I turned on WAN syslog and it filled up with a lot of entries like these:

Time   Message
 2000-01-01 00:16:49    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x1D Magic Number: 0x0 00 00 ##
 2000-01-01 00:16:49    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x1D Magic Number: 0x3e1f 7e a6 ##
 2000-01-01 00:16:19    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x1C Magic Number: 0x0 00 00 ##
 2000-01-01 00:16:19    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x1C Magic Number: 0x3e1f 7e a6 ##
 2000-01-01 00:15:49    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x1B Magic Number: 0x0 00 00 ##
 2000-01-01 00:15:49    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x1B Magic Number: 0x3e1f 7e a6 ##
 2000-01-01 00:15:19    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x1A Magic Number: 0x0 00 00 ##
 2000-01-01 00:15:19    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x1A Magic Number: 0x3e1f 7e a6 ##
 2000-01-01 00:14:56    statistic: Session Usage: 152 (5 min average)
 2000-01-01 00:14:56    statistic: WAN1: Tx 13 Kbps, Rx 0 Kbps (5 min average)
 2000-01-01 00:14:49    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x19 Magic Number: 0x0 00 00 ##
 2000-01-01 00:14:49    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x19 Magic Number: 0x3e1f 7e a6 ##
 2000-01-01 00:14:19    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x18 Magic Number: 0x0 00 00 ##
 2000-01-01 00:14:19    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x18 Magic Number: 0x3e1f 7e a6 ##
 2000-01-01 00:13:49    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x17 Magic Number: 0x0 00 00 ##
 2000-01-01 00:13:49    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x17 Magic Number: 0x3e1f 7e a6 ##
 2000-01-01 00:13:19    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x16 Magic Number: 0x0 00 00 ##
 2000-01-01 00:13:19    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x16 Magic Number: 0x3e1f 7e a6 ##
 2000-01-01 00:12:49    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x15 Magic Number: 0x0 00 00 ##
 2000-01-01 00:12:49    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x15 Magic Number: 0x3e1f 7e a6 ##
 2000-01-01 00:12:19    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x14 Magic Number: 0x0 00 00 ##
 2000-01-01 00:12:19    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x14 Magic Number: 0x3e1f 7e a6 ##
 2000-01-01 00:11:49    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x13 Magic Number: 0x0 00 00 ##
 2000-01-01 00:11:49    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x13 Magic Number: 0x3e1f 7e a6 ##
 2000-01-01 00:11:19    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x12 Magic Number: 0x0 00 00 ##
 2000-01-01 00:11:19    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x12 Magic Number: 0x3e1f 7e a6 ##
 2000-01-01 00:10:49    WAN1 PPPoE ==> Protocol:LCP(c021) EchoRep Identifier:0x11 Magic Number: 0x0 00 00 ##
 2000-01-01 00:10:49    WAN1 PPPoE <== Protocol:LCP(c021) EchoReq Identifier:0x11 Magic Number: 0x3e1f 7e a6 ##

Any suggestions/advice would be appreciated please.
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NewtronStar

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Re: Vodafone broke my internet
« Reply #1 on: December 09, 2023, 12:29:53 AM »

For testing purposes I would reset vodafones router/modem to its default setting and see what you get keep the draytech settings on 2760 on what you set it for on vodafone.

I would expect Internet or someting from there router/modem
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kitz

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Re: Vodafone broke my internet
« Reply #2 on: December 11, 2023, 04:51:02 PM »

Quote
They gave me an activation date of Monday 27th November. I asked what would happen on that day, would there be any down time. Was advised it wouldn't need an engineer to do anything so no downtime. But they would be sending me a new router and I should swap them over on the day.

What type of internet connection did you have before and what do you have now?   Most upgrades do not require an engineer visit.  There are various changes to different account types that could affect your login, especially if it involves a change of DSLAM.  It could also be moving your account from a BTw based product to one using their own backhaul.  Openreach need to ensure that you are handed over to the correct backhaul routing. This should all be done remotely but if something is wrong with authorisation to the correct backhaul then it will show up to the end user as an incorrect login details.
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