What should I do if my Fixed Internet over Cable (exUPC) is not working?
Your connection is working but you're having trouble with your internet speed? Check out this page for possible causes and how to solve them. If you're not sure what type of fixed internet you're using, we can help you find out by clicking here.
Check that this is not a reported outage at your address.
You will find out the information after entering your address at www.vodafone.cz/vypadky.
Check all cables to see if any of them are loose.
Make sure they are connected correctly according to your modem's instructions. To be safe, disconnect the cables and reconnect them correctly. Be sure to check both ends of the cables.
Restart the modem.
Unplug it from the electricity for about 30 seconds, then plug it back in. Make sure the modem is not turned off by using the on/off button, if it has one. Wait a few minutes, the modem should tune into the network. If that doesn't work, continue with the next step.
Restart your computer or try connecting with another device.
This will check if the problem is on the device you are browsing the internet on. If your internet works on another device, the fault is with the device (computer, mobile, etc.), not Vodafone's internet.
Your Wi-Fi network may be interfering with nearby networks.
Connect to the modem using a data cable. If the cable connection is working, your Wi-Fi network interference or Wi-Fi turned off may be the cause of your internet problems. In that case, try changing the Wi-Fi channel or turning on Wi-Fi according to your modem's instructions.
You may have forgotten to pay your Bill and therefore have limited service.
Once we receive the amount due from you, we will automatically restore your service within 24 hours. Sometimes it may still be necessary to turn the modem off and on.
Try resetting the modem (restore factory settings).
If none of the steps above fix the problem, try resetting the modem. Modems usually have a recessed reset button on them that you can press with a thin object (e.g. a pen, toothpick) - you need to hold the reset button for a longer time, about 25 seconds. This will reset the modem to the factory default settings - this will set the default Wi-Fi network name, default passwords, etc. You can find this information on the modem's label. Please refer to the modem manual for the specific reset procedure. After the factory reset, wait a few minutes and try to reconnect with your device (note - if you have a Wi-Fi connection, you will need to search for the network using the information on the modem's label).
If you've tried all of the above tips and still have trouble connecting, let us know. We'll work together to find out what might be causing it. You can call the Customer Care Line on *77 (800 77 00 77 when calling from other networks), then select the option for technical problems and internet or TV outages. If you don't have mobile service with us, you'll need your payer number to make the call, as well as a numeric password to communicate with Vodafone (admin password or payer password). If Voice Self Service asks you for your password and you don't know it, we will transfer you to your operator after the third incorrect password entry.
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