Vision
troubleshooting
Get back online, improve slow speed
This support article will assist you with common Vodafone Vision connection and speed issues.
From time to time there may be planned maintenance or unforeseen incidents that may cause an outage. When this happens, you’ll get an email and/or SMS from us with an estimated fix time.
If you’re unable to connect to Vodafone Vision, try these troubleshooting steps:
Find your modem and make sure all cables are plugged in securely. If any cables show signs of damage, they may need to be replaced.
Turn off your modem and (if you have one) your connection device, such as an NTU. You can turn these off via the power button or the main power outlet.
After 30 seconds, turn your devices back on. Wait for your modem’s internet light to turn solid or flashing green – this may take up to 15 minutes. Then test your connectivity by seeing if you can visit a website.
If your Ethernet cable-connected devices can get online but your Wi-Fi devices can’t, try these Wi-Fi tips:
- Stay within range of your modem’s Wi-Fi signal
- Place your modem in an elevated spot, clear of obstructing walls and large objects
- Make sure Wi-Fi isn’t turned off in your Wi-Fi devices’ settings
If your issue requires an appointment to fix, you can change the appointment time by using Live Chat 24/7 in the My Vodafone app (for the best experience) or on this page. You can also give us a call on 1300 650 410. You’ll need to notify us at least two business days before your appointment in order to reschedule. If Vision need to reschedule your appointment, they’ll send you a text message with a link for you to select another time that suits you.
Still can’t get online?
If you’ve tried these steps and still can’t connect to the Vision network, please give us a call when you’re at home.
Connection speeds through the Vision network will vary. There are many factors that affect the speed you'll receive.
If you're experiencing slower than usual connection speeds, try these troubleshooting steps:
Head to the Speedtest website on your device and follow the prompts to see what your current download and upload speeds are. It's best to test your speed at various times during the day to see if you are experiencing consistently slower speeds.
If the speed of your Ethernet cable-connected devices is good but your Wi-Fi devices are slow, try these Wi-Fi tips:
- Place your modem in an elevated spot, clear of obstructing walls and large objects.
- Move closer to your modem, as it might be automatically connecting you to the slower, longer-range 2.4GHz channels, rather than the faster, shorter-range 5GHz or 6GHz channels.
Find your modem and make sure all CAT6/CAT5e Ethernet cables are connected and in good condition. If any cables show signs of damage, they may need to be replaced. Older Cat5 Ethernet cables are not recommended as they may not support your Vision plan speed.
Run a scan using your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support for further assistance.
- Disconnect the Wi-Fi and unplug the ethernet cables of all devices connected to your modem, except for one (e.g., mobile or laptop).
- On this single device, close any apps which might be using the internet, then run a speed test.
If your speed improves on your device, it may suggest that your current Vision plan can’t support the amount of apps/devices which you had connected. Give us a call on 1300 801 122 for support.
Still experiencing slow speeds?
If you’ve tried these steps and are still experiencing slow speeds on the Vision network, please give us a call when you’re at home.
Vision support articles
Frequently asked questions
Vision is a privately owned fibre network, separate to the nbn® network. It offers a competitive range of basic, mid and high-speed plans, suitable for light to heavy internet users.
Our Vision plans run on Fibre To The Building (FTTB), Very-High Bitrate Digital Subscriber Line (VDSL) and Hybrid Fibre Coaxial (HFC) technology.
Typically, your address can be switched to Vision with little downtime. You can continue to use your existing services until your Vision appointment, where in most cases a Vision installer will disconnect your existing services, in order to connect you to the Vision network. Switching is simple, just call our expert Sales team on 1300 801 122 to get started.
Important: moving to Vision won’t automatically cancel your existing broadband or phone services. After you’re connected, contact your current provider to cancel your services, otherwise you may continue to be billed.
Typically, Vision connections are completed within 5 business days. Connection time varies depending on whether or not you've had broadband installed at your address previously, as well as Vision installer availability.
If a Vision technician needs to visit your home, here’s what to know:
- If you’re not owner of the property or the address is under strata title, you’ll need permission for installation
- We’ll contact you to book a suitable appointment
- Someone aged 18 or over must be home
- Vodafone will deliver the service up to the network boundary point (typically the wall socket in your home)
- You’re responsible for internal cabling and wiring within your premises
- You’ll need to set up your Vodafone-supplied modem or your own compatible modem
Smart wiring is not included with any Vodafone Vision installation. By switching to Vision your existing smart wiring setup may need to be re-wired to work with Vision, depending on the type of Vision installation your premises requires. You'll need to hire a registered cabler if you'd like to have any additional home network wiring installed or to re-wire your existing cabling.
Some devices and services may not work on the Vision network. This can include:
- Medical alarms or devices
- Security alarms
- EFTPOS machines
- Lift emergency phones
- Fax services
- Existing pay TV services
Check with your device manufacturer or service provider before switching. Vodafone does not offer Priority Assistance.