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  • FIRST POST
    • SouthLondonUser
    • By SouthLondonUser 15th Feb 17, 9:40 PM
    • 341Posts
    • 49Thanks
    SouthLondonUser
    Vodafone won't let me use my own router; how can I cancel with no penalty?
    • #1
    • 15th Feb 17, 9:40 PM
    Vodafone won't let me use my own router; how can I cancel with no penalty? 15th Feb 17 at 9:40 PM
    For technical reasons which I will not go into here, the Vodafone router is terrible; I want to buy my own, but I learnt Vodafone won't let me use my own equipment as it won't give me the password required to connect to the broadband. My problem is: this restriction is not mentioned anywhere in the contract, so I want to cancel without paying any penalty fees, since they are imposing a restriction I never agreed to. I have made a written complaint and am ready to escalate the matter to the Ombudsman ( as a new user, I cannot post the link ).
    My question is: is there anything else, anything specific I can do?

    By the way, when I challenged a call centre 'manager' about this, he pointed me to clause 6.12 in their terms and conditions (again, cannot post the link) , but this only states that I can only use CE-certified equipment, and that I am not to connect any equipment which may cause harm to the network. Well, of course I am going to use a CE-certified router, and of course using a non-Vodafone router does not harm your network! I pointed out that this clause makes no mention whatsoever of any kind of restriction preventing customers from using non-Vodafone equipment, and he tried to argue it's just a matter of interpretation, which is honestly so ludicrous that it's offensive!
Page 1
    • LazyTyper
    • By LazyTyper 15th Feb 17, 10:14 PM
    • 365 Posts
    • 143 Thanks
    LazyTyper
    • #2
    • 15th Feb 17, 10:14 PM
    • #2
    • 15th Feb 17, 10:14 PM
    A very quick google found that some people have had success in getting the broadband username and password after persuading Vodafone they would take full responsibility if things didn't work.

    http://forum.kitz.co.uk/index.php/topic,16987.msg330096.html#msg330096

    Maybe you will be able to persuade them to give you this info also.
    • SouthLondonUser
    • By SouthLondonUser 15th Feb 17, 10:19 PM
    • 341 Posts
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    SouthLondonUser
    • #3
    • 15th Feb 17, 10:19 PM
    • #3
    • 15th Feb 17, 10:19 PM
    Nope. This was in the past. The Vodafone policy has since changed and they will not release the username and password, not even under torture! A google search reveals how these details could be identified, at least in the past, on Sky connections using wireshark (a packet analyser tool), but AFAIK this is not possible with Vodafone.
    • TadleyBaggie
    • By TadleyBaggie 15th Feb 17, 11:15 PM
    • 2,474 Posts
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    TadleyBaggie
    • #4
    • 15th Feb 17, 11:15 PM
    • #4
    • 15th Feb 17, 11:15 PM
    One technique (Sky a few years ago) I used in the past was to do a settings backup from the router admin page. When the resulting file is examined, the password was present, encoded in Base64, which was easy to decode.

    Edit: Just tried this on my current PlusNet router and discovered that the whole thing is binary, so maybe plaintext backup files are a thing of the past.
    Last edited by TadleyBaggie; 15-02-2017 at 11:19 PM.
    • boliston
    • By boliston 15th Feb 17, 11:20 PM
    • 2,452 Posts
    • 2,018 Thanks
    boliston
    • #5
    • 15th Feb 17, 11:20 PM
    • #5
    • 15th Feb 17, 11:20 PM
    This does seem a very odd policy - like buying a car and only being allowed to use their "preferred" brand of fuel or buying a washing machine and only being allowed to use a single brand of washing powder.
    • SouthLondonUser
    • By SouthLondonUser 15th Feb 17, 11:23 PM
    • 341 Posts
    • 49 Thanks
    SouthLondonUser
    • #6
    • 15th Feb 17, 11:23 PM
    • #6
    • 15th Feb 17, 11:23 PM
    Thanks for the tip. Unfortunately, this router exports the setting to an encrypted file only. Vodafone puts more effort into crippling the server and making customers' life miserable than into actually making the router usable.
    • lee111s
    • By lee111s 16th Feb 17, 8:35 AM
    • 2,867 Posts
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    lee111s
    • #7
    • 16th Feb 17, 8:35 AM
    • #7
    • 16th Feb 17, 8:35 AM
    Perhaps you should have queried this before taking up service.
    • editor1
    • By editor1 16th Feb 17, 8:36 AM
    • 125 Posts
    • 31 Thanks
    editor1
    • #8
    • 16th Feb 17, 8:36 AM
    • #8
    • 16th Feb 17, 8:36 AM
    Not too sure where the OP is coming from, essentially the Vodaphone router is just a souped up modem, as such, why don't you just use one of the 4 ethernet ports the router has and plug one of those in to any new router you get, which means the vodaphone router/modem just acts as a modem and passes your broadband signal on to your new router, which should automatically link to the existing modem and allow you to beam wifi from your new router - just means having to power two devices - until we got our Sky Q Hub I used an old TalkTalk modem connected via ethernet cable to a Apple Router.
    • SouthLondonUser
    • By SouthLondonUser 16th Feb 17, 8:41 AM
    • 341 Posts
    • 49 Thanks
    SouthLondonUser
    • #9
    • 16th Feb 17, 8:41 AM
    • #9
    • 16th Feb 17, 8:41 AM
    Perhaps you should have queried this before taking up service.
    Originally posted by lee111s
    Thank you for your most useful advice.
    I suppose I wasn't clear:
    1. I could have never imagined a broadband provider would have this kind of limitation.
    2. I read the terms and conditions before signing up and there was no mention of this restriction, as per my original post.
    3. Asking Vodafone would have been useless: their forum is full of complaints by people who were told they could use their own equipment, only to find out later it wasn't true.
    • lee111s
    • By lee111s 16th Feb 17, 8:46 AM
    • 2,867 Posts
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    lee111s
    Thank you for your most useful advice.
    I suppose I wasn't clear:
    1. I could have never imagined a broadband provider would have this kind of limitation.
    2. I read the terms and conditions before signing up and there was no mention of this restriction, as per my original post.
    3. Asking Vodafone would have been useless: their forum is full of complaints by people who were told they could use their own equipment, only to find out later it wasn't true.
    Originally posted by SouthLondonUser
    If you feel that they are going against their T's and C's, request a deadlock letter and take the issue to the Ombudsman.
    • SouthLondonUser
    • By SouthLondonUser 16th Feb 17, 8:47 AM
    • 341 Posts
    • 49 Thanks
    SouthLondonUser
    Not too sure where the OP is coming from, essentially the Vodaphone router is just a souped up modem, as such, why don't you just use one of the 4 ethernet ports the router has and plug one of those in to any new router you get,
    Originally posted by editor1
    The Vodafone thingy is a router, and cannot be used as a modem only. True, I could switch off wifi and connect my own router to the Vodafone router, but:
    1. I have no guarantee that I won't have to reboot the Vodafone box periodically even with wifi switched off.
    2. Double-NAT. Not ideal. I cannot post links, but google is your friend if you don't know what it means.

    The whole point is not how important this restriction is to most users; I fully appreciate that for most users it's irrelevant. The whole point is that Vodafone is enforcing a restriction which is not in the contract and which I never agreed to; am I the only one who thinks this is wrong and unacceptable?
    • glentoran99
    • By glentoran99 16th Feb 17, 8:51 AM
    • 4,930 Posts
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    glentoran99
    The Vodafone thingy is a router, and cannot be used as a modem only. True, I could switch off wifi and connect my own router to the Vodafone router, but:
    1. I have no guarantee that I won't have to reboot the Vodafone box periodically even with wifi switched off.
    2. Double-NAT. Not ideal. I cannot post links, but google is your friend if you don't know what it means.

    The whole point is not how important this restriction is to most users; I fully appreciate that for most users it's irrelevant. The whole point is that Vodafone is enforcing a restriction which is not in the contract and which I never agreed to; am I the only one who thinks this is wrong and unacceptable?
    Originally posted by SouthLondonUser

    Just wondering which router you are proposing to get that guarantees this? as for point 2, its something ive no issue with albeit with virgin, the wifi doesn't reach my whole house so ive plugged in into powerline and at the other end have another wifi router, have had no problems you just set the second as an access point
    • SouthLondonUser
    • By SouthLondonUser 16th Feb 17, 8:53 AM
    • 341 Posts
    • 49 Thanks
    SouthLondonUser
    If you feel that they are going against their T's and C's, request a deadlock letter and take the issue to the Ombudsman.
    Originally posted by lee111s
    Yes, that's my intention. I suppose I'd like to understand if there is any precedent (ie has anyone else complained about the same issue, and what was the outcome?), and if there is anything specific I can do to give more teeth to my complaint.

    Plus, I also wanted to share my issue here, so that more and more people are aware and can make an informed decision as to whether this restriction is acceptable for them or not. Vodafone has an history of deleting posts which complain about their (lack of) service from its forum; for example, they deleted a post in which I complained about being overcharged (I had 2GBs of inclusive data on my mobile plan, yet I was charged for data above 500 MBs, and it took me months to get my money back).
    • SouthLondonUser
    • By SouthLondonUser 16th Feb 17, 9:09 AM
    • 341 Posts
    • 49 Thanks
    SouthLondonUser
    Just wondering which router you are proposing to get that guarantees this?
    Originally posted by glentoran99
    There are no absolute guarantees, of course, but the fact that this was never an issue with all the previous routers I have had (Orange, Belkin, BT, Plusnet, TalkTalk) makes me hopeful.
    • MurkySurfy
    • By MurkySurfy 16th Feb 17, 11:36 AM
    • 47 Posts
    • 25 Thanks
    MurkySurfy
    Are you within your 30 day cooling period from your order, if so use that to cancel your service:
    https://www.vodafone.co.uk/terms-and-conditions/consumer/broadband-and-home-phone/vodafone-broadband-and-home-phone-delivery-and-returns-policy/
    • SouthLondonUser
    • By SouthLondonUser 16th Feb 17, 6:09 PM
    • 341 Posts
    • 49 Thanks
    SouthLondonUser
    Unfortunately I am past the cooling period. It really became an issue after I got a 2nd PC, a laptop, which I only did recently. Vodafone has already replaced the router once.
    • SuspectWinner84
    • By SuspectWinner84 17th Feb 17, 10:46 AM
    • 1 Posts
    • 0 Thanks
    SuspectWinner84
    I have just switched to Vodafone with a major component being that I could use my own router (NightHawk). I haven't attempted to use it yet as was waiting for the 30 day 'do not disconnect whilst we fine tune your line' period - however, was planning to tomorrow and after a bit of browsing have started turning up numerous posts stating that it can't be done. I have a chat manuscript from Vodafones sales team themselves from the 2nd November which clearly states the following:
    ================================================== ================
    Tracey:
    How are you today?

    XXXXXXX: I'm good thanks. I just have a quick question - we're looking to leave our current ISP due to a host of failings - we are interested in Vodafones offering, but I wanted to first check whether use of the vodafone supplied router is a requirement of the service?

    Tracey:
    You can use your own router
    ================================================== ================

    If it now turns out that I can't use my own router than their sales team are clearly lying to potential customers!
    • SouthLondonUser
    • By SouthLondonUser 17th Feb 17, 10:49 AM
    • 341 Posts
    • 49 Thanks
    SouthLondonUser
    Let me guess, the "do not disconnect we are fine-tuning" period happens to end AFTER the cooling-off period, right?
    If you're still in the cooling-off period, you should cancel right now. It will save you lots of headaches.
    If you are past your cooling-off period, you should write a formal complaint and be ready to escalate the matter to the Ombudsman, as well as report it to Ofcom.

    The more people complain, the greater chance we have of Vodafone seeing reason!
    • Colin_Maybe
    • By Colin_Maybe 17th Feb 17, 12:10 PM
    • 1,399 Posts
    • 592 Thanks
    Colin_Maybe
    Let me guess, the "do not disconnect we are fine-tuning" period happens to end AFTER the cooling-off period, right?
    If you're still in the cooling-off period, you should cancel right now. It will save you lots of headaches.
    If you are past your cooling-off period, you should write a formal complaint and be ready to escalate the matter to the Ombudsman, as well as report it to Ofcom.

    The more people complain, the greater chance we have of Vodafone seeing reason!
    Originally posted by SouthLondonUser
    I was wondering that as it's normally 10 days for them to 'fine tune' their connection.
    • lee111s
    • By lee111s 17th Feb 17, 12:21 PM
    • 2,867 Posts
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    lee111s
    I was wondering that as it's normally 10 days for them to 'fine tune' their connection.
    Originally posted by Colin_Maybe

    Even then it's largely a myth.
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