Thema "Re: New Kabel Internet 1000 not working since 2 days" in Kabel: Tarife & Rechnung

New Kabel Internet 1000 not working since 2 days

Mudasir — Sun, 01 Aug 2021 10:30:45 GMT

Hello, I've got the kabel internet package of 1000mbs from vodafone. I have it installed since 2 days, I called the helpline to activate it and I was told it was activated and it would start working in 15 minutes. It didn't work for hours, I called again, and I was told to wait another 24 hours. It didn't work again. I called yesterday again, and I was told that my contract wasn't activated yet (?????). Then, I was told they activated it, and now it should work in 15 minutes. Its been 18 hours, still no internet. When I call the technical helpline, I'm told by the guy (in perfect english) if I need help in english I should post here.

could someone help here?

Answers for possible questions

All lights are on in white constantly (internet, power, wifi, phone. I',ve unplugged/replugged the power and cable. Reset the router. Still no internet.

Hopefully help here is fast,

Thank you.

Re: New Kabel Internet 1000 not working since 2 days

ERFD — Mon, 02 Aug 2021 12:11:29 GMT

Hello Mudasir,

if the LEDs are blinking, the modem has no connection to our network. It is a pity that the previous measures did not lead to a connection. We would like to have a look at your connection and the problem. Please send us the customer number, name incl. address and date of birth of the contract holder via private message.

Write here briefly when the data has been sent.

Best regards Fred

Re: New Kabel Internet 1000 not working since 2 days

Mudasir — Thu, 05 Aug 2021 13:23:58 GMT

I've sent the details in PM. It's been 5 days now, still no internet. My 14 days right of withdrawal is soon expiring, please reply asap so I can decide wether I want to be stuck with this expensive but useless service for 2 more years.

Re: New Kabel Internet 1000 not working since 2 days

ERFD — Fri, 06 Aug 2021 08:16:44 GMT

Hello Mudasir,

the connection to the CMTS is OK. The signals on the modem are also OK. The modem itself does not get a public IP address. Can you please try a factory reset with the modem? Otherwise a technician will have to take a look at this.

Best regards Fred

Re: New Kabel Internet 1000 not working since 2 days

Mudasir — Fri, 06 Aug 2021 10:15:53 GMT

I just noticed that under Privatkunden > MeinKabel > Meine Vertragsdaten > Internet & Phone > Options, I should see IPv4 Address. But It's not showing that option, Its only showing WLAN.

I was just told by the customer care on twitter that there might be software issue, and that they'll update my router software remotely. After the update, the wifi light went off, and now I cannot even connect to wifi. Only lightts on are now POWER, INTERNER and PHONE.

This is extremely frustrating. I call the helpline, they tell me there's a grid failure in my area and open a ticket. I come here, you tell me my router doesn't have public ip address. I go to twitter, they tell me my router's software is out of date.

I'm done! could you please explain to me process for cancelling the contract? Can I send the email or I have to send the cancellation by post?

Re: New Kabel Internet 1000 not working since 2 days

Mudasir — Fri, 06 Aug 2021 11:30:54 GMT

I have reset the router as well. Still no internet, could you please have the technician take a look at it?

Re: New Kabel Internet 1000 not working since 2 days

ERFD — Fri, 06 Aug 2021 12:35:54 GMT

Hello Mudasir,

this is not a reason to quit. These are just teething problems. According to the modem, a public IP address is now stored. Can you see this via the interface? Can you please try a factory reset after the software update, otherwise the modem is probably not in order.

Please decide for one channel, otherwise it will go in different directions 😉

Best regards Fred

Re: New Kabel Internet 1000 not working since 2 days

Mudasir — Fri, 06 Aug 2021 19:40:53 GMT

I still can't see the IP address iption in the interface. I still can not access the internet. Not sure where you see that I have IP now

Re: New Kabel Internet 1000 not working since 2 days

Jens — Mon, 09 Aug 2021 14:30:07 GMT

Hello Mudasir,

we see, that the cable-router get an IP-address from our network. Please try a connection with ethernet to the cable-router.

Do you get internet now?

Regards

Jens

Re: New Kabel Internet 1000 not working since 2 days

Mudasir — Tue, 10 Aug 2021 21:53:22 GMT

I don't have ethernet adapter for my macbook so I have not tried with ethernet cable. When I connect to wifi, the internet doesn't work and I can't access the router config either on 192.168.0.1. In the Meine Vodafone > Booked Options, I don't see that my router has public ip option?

2 weeks on and no internet. I keep going back and forth with the same arguments, with you guys replying 24 hours after my questions only to get no where.. Is it possible to schedule a call/visit with a technician who wouldn't mind speaking english?

Re: New Kabel Internet 1000 not working since 2 days

Wallace — Thu, 12 Aug 2021 12:29:32 GMT

Hi,

I have now performed another reset. Can you please see if it helped?

Regards

Wallace

Re: New Kabel Internet 1000 not working since 2 days

Mudasir — Fri, 13 Aug 2021 06:46:59 GMT

Is this the Vodafone policy of troubleshooting? Stop responding to customers hoping their problems go away on their own? I have no internet since over 2 weeks, and no one seems to have ang clue why? And you refuse to send a technician to mg home and even repond.

Re: New Kabel Internet 1000 not working since 2 days

Wallace — Fri, 13 Aug 2021 11:29:17 GMT

Hey,

since you chose Twitter as your support channel I'll close a post with this.

Regards

Wallace