Thema "Re: Request Modem replacement" in Archiv_Internet-Geräte

Request Modem replacement

sfjb — Sun, 28 Jul 2019 20:31:39 GMT

Dear all,
After today's thunderstorm my internet stopped working. They were 2 power outage and I don't think my FitzBox 7430 survived. I've removed the power cable multiple times to make it restart but everything it goes to solid green light only for Power/DLS. I cannot do hard reset since no PC is recognizing the mode even with Ethernet cable.
How can I request a new replacement to Vodafone. I only speak English at the moment

Thanks

Re: Request Modem replacement

Jens-K — Mon, 29 Jul 2019 08:36:27 GMT

Hi sfjb,

An Internet failure can have different causes.

In addition to a defective router, an interruption of the line or an error in the distributor can also be the reason for the malfunction.

Please check all cables, perform a reset and set up the modem again with the MIC. If this does not work, send me a private message with your name, customer number and mobile phone number.

Regards,

Jens

Re: Request Modem replacement

sfjb — Mon, 29 Jul 2019 09:16:16 GMT

Thanks for the quick reply.

Everything was working and suddenly stopped after the power failure.

I cannot hard reset the modem since I cannot find a button to do so. The only guide I've found is via the software from the fritz.box but it is not an option for me: the router is not providing ethernet power or IP.

I will send you the info via Direct Message.

Regards

Re: Request Modem replacement

Jens-K — Mon, 29 Jul 2019 10:18:06 GMT

Hi sfjb,

the colleagues opened a technical ticket.

the technicians will get back to you via SMS.

If necessary the will order a new modem for you.

Regards,

Jens

Re: Request Modem replacement

sfjb — Thu, 01 Aug 2019 15:43:04 GMT

Hi There,

the guys came today and it was basically what I claimed from the beginning: Modem is broken.

I was told that I needed to call Vodafone to request a new one. Is there something you can help me out to request an expedite one. Ticket Numbers is: XXX

Regards,

Re: Request Modem replacement

Andre — Thu, 01 Aug 2019 15:43:37 GMT

Hey sfjb,

my colleagues from the technical department will swap the router.
They see what the service technician from the telecom replied from the onsite appointment.

Best regards,
Andre