Vodafone Vision troubleshooting guide
This support page will assist you with common Vodafone Vision connection issues. From time to time there may be planned maintenance or unforeseen incidents that may cause an outage.
Initial troubleshooting steps
If you’re unable to connect to Vodafone Vision using your TP-Link VX420-G2H or compatible modem, try these troubleshooting steps:
Turn your device off at the plug.
Unplug all cables then reinsert them into the correct ports. For FTTB, make sure the Vision telephone cable is plugged into the port labelled ‘DSL’ on your Vision connection device. These cables should make a faint clicking noise when correctly plugged in. You may have a spare cable in your modem box.
Wait 2 minutes and turn on the device. Wait for the internet light to turn solid or flashing green – this may take up to 15 minutes.
TP-Link VX420-G2H
Here are some common troubleshooting steps relating to the TP-Link VX420-G2H. For more information about the modem, check out our Vodafone modem support page or if you’re using a Compatible Modem check out our compatible modem support page.
TP-Link VX420-G2H with 4G Backup
If your TP-Link VX420-G2H has switched to 4G Backup and the ‘LTE’ or ‘4G’ light has turned on (or ‘3G/4G’ light if using the Wi-Fi Hub™ 2.0), the Vision connection should automatically reconnect to the Vision network when it becomes active again. You’ll know when the Vision network is active when the ‘internet’ light is activated and the ‘LTE’ or ‘4G’ light has turned off.
If your TP-Link VX420-G2H does not switch back to the Vision network, you may be able to manually switch it back. There may be an issue with the Vision connection device or the modem. If you follow these options and still haven’t reconnected to the Vision network, please give us a call on 1300 801 122. Our team can then troubleshoot and arrange an Vision technician if required.
4G Backup troubleshooting steps
Check that the ‘POWER’, ‘INTERNET’ and ‘WIFI’ lights on your TP-Link VX420-G2H are all solid green and not flashing. If any of the lights are off/flashing/red, or the ‘4G’ light is on, follow these steps:
- Check that all cables are connected properly on your TP-Link VX420-G2H. If you have Vision FTTB, make sure the telephone cable is plugged into the grey port labelled ‘DSL’. The DSL light should be green depending on your Vision connection. Not all setups have a Network Termination Unit (NTU).
- A GFAST NTU is supplied with our Vision250 and Vision Max plans. Use an ethernet cable to connect your modem’s blue WAN port to your NTU's LAN port. Use a phone cable to connect your NTU's GFAST port to your phone wall socket.
- A non-GFAST NTU is supplied with our Vision50 and Vision100 plans. Use one phone cable to connect your modem’s grey DSL port to your NTU's LINE port (or MODEM port, if you have an older NTU). Use the other phone cable to connect your your NTU's LINE + POWER port (or UPLINK port) to your phone wall socket.
- Perform a Power Cycle by turning off and unplugging the TP-Link VX420-G2H, waiting 30 seconds, then plugging it back into the power outlet and pressing the ‘power’ button on the back of the modem.
- Give the TP-Link VX420-G2H several minutes to reconnect to the Vision networ.
- If any of the lights remain off, log into the dashboard for the TP-Link VX420-G2H and check if there’s a firmware update. If you’re not sure how to login, you can also perform a factory reset on the TP-Link VX420-G2H which will automatically install any updates.
If your TP-Link VX420-G2H is still connected to 4G Backup, you may want to perform a factory reset. Please be aware, performing a factory reset will restore any customization to the default option (including any WiFi name or password changes), disconnect any saved devices and automatically install any new firmware updates (this may take up to 10 minutes). To perform a factory reset, follow these steps:
- Use a ballpoint pen or paper clip to hold down the ‘reset’ button on the back of the TP-Link VX420-G2H for 10 seconds until the lights on the front of the modems flash ones.
- Give the TP-Link VX420-G2H up to 20 minutes to reconnect to the Vision network.
- If the modem’s ‘POWER’, ‘INTERNET’ and ‘WIFI’ lights are still not solid green, or ‘4G’ light is on, give us a call on 1300 801 122.
Slow connection speeds
Connection speeds through the Vision network will vary. If you're experiencing slower than usual connection speeds using your TP-Link VX420-G2H or compatible modem, here are some troubleshooting steps.
Run a speed test
Head to the Speedtest website on your device and follow the prompts. It's best to test your speed at different times during the day.
Switch between the 2.4GHz and 5GHz signal
5GHz will deliver faster speeds but has a shorter range than 2.4GHz. Try using the 2.4GHz signal on some devices and others on the 5GHz signal.
Run a speed test again
Head to the Speedtest website again and follow the prompts to see if the speed improves.
Still experiencing slow speeds?
There may be an issue with your connection to the Vision network. Connect your computer to the TP-Link VX420-G2H or compatible modem with an Ethernet cable and run a speed test again using the Speedtest website. With the results, use live chat on this page and we can investigate.
Additional Information
For large or multi-storey houses, we recommend two or more Mesh Wi-Fi units, which are wireless router nodes that create a blanket of coverage across your home. Simply add them to your monthly home internet bill through our Accessories Payment Plan. T&C apply.