Thema "Re: Modem/Router does not work/lost connection" in Archiv_Internet-Geräte

Modem/Router does not work/lost connection

SilviaAlessia — Sat, 02 Jan 2021 09:07:34 GMT

Good morning,

I have tried to reach the english speaking halp line with no success.

Sorry for my German is not good so I prefer to write/ask for help in english.

I am having problem with my Modem/Router (model TG3442DE).

The wifi works but the connection to internet does not. Connection is often lost, sometimes the router restart itself but the "internet" light falsh red for 20 minutes and, when it is finally white, internet does not connect.

I have already tried to restart it several times, I have also reset it via the "reset" button (following the instruction available online) but the fault persists.

All the 4 light are white stable, but the connection does not work (both wifi and LAN).

Problem is intermittent (for example now it works fine) but in the past 3 days I was without intenet (or with internet intermittent) for several hours.

Thanks for your help.

Regards.

Subject: Modem/Router does not work/lost connection

SilviaAlessia — Sun, 03 Jan 2021 15:02:45 GMT

I would really need the help of a moderator here. Today it is TERRIBLE again. All moring with red internet light blinking.

Please Vodafone, help!

Re: Modem/Router does not work/lost connection

ERFD — Tue, 05 Jan 2021 06:13:04 GMT

Hello SilviaAlessia,

unfortunately it currently takes a few days until we are at the contributions 😞

Please send us your customer number, address and the name and date of birth of the contract holder via private message. We will gladly look at the connection.

Best regards Fred

Re: Modem/Router does not work/lost connection

SilviaAlessia — Tue, 05 Jan 2021 19:28:30 GMT

Thanks! I've sent you a private message.

Re: Modem/Router does not work/lost connection

SilviaAlessia — Thu, 07 Jan 2021 07:14:40 GMT

Today I am at home in home office and I NEED INTERNET to work.

Technician was here 2 days ago and solved NOTHING! I still have the SAME problem.

No compensation, no plan B, no nothing!

Re: Modem/Router does not work/lost connection

Jana478 — Thu, 07 Jan 2021 10:05:34 GMT

Hello SilviaAlessia,

At your address, many connections have bad signal values.

Unfortunately, we haven't heard back from the technician yet, but we have now asked how things are going.

If you have a Vodafone mobile phone number, we can charge you for data volume as plan b. If you would like to do this, then send your mobile number by PN and then report back here.

Kind regards

Re: Modem/Router does not work/lost connection

SilviaAlessia — Thu, 07 Jan 2021 12:00:25 GMT

Thanks, I've sent a private message.

Re: Modem/Router does not work/lost connection

Tobias — Fri, 08 Jan 2021 14:08:03 GMT

Hey,

we gave that number with 639 on the end the volume 😉

Regards

Tobias

Re: Modem/Router does not work/lost connection

pRo-Marco — Fri, 08 Jan 2021 14:22:17 GMT

Hi SilviaAlessia,

the technician has been assigned and will call you to make an appointment.

Kind regards

Marco

Re: Modem/Router does not work/lost connection

SilviaAlessia — Sun, 10 Jan 2021 08:59:38 GMT

Good morning,

Unfortunately the internet connection today is still bad as before, even worst.

TOMORROW I NEED IT TO WORK FROM HOME.

In addition, I didn't receive any additional GBs on my registered mobile phones, even if I received the sms (see atteached picture).

It is UNBELIVABLE that after more than one week the problem has not been resolved. You are in breach of contract, you are not providing the service I paying for...

Best Regards,

Silvia.

Re: Modem/Router does not work/lost connection

SilviaAlessia — Sun, 10 Jan 2021 09:02:08 GMT

Good morning,

I am still waiting the call...

A technician is already came on 5th of January and he didn't resolve the problem.

Unfortunately the internet connection today is still bad as before, even worst.

TOMORROW I NEED IT TO WORK FROM HOME.

In addition, I didn't receive any additional GBs on my registered mobile phones, even if I received the sms.

It is UNBELIVABLE that after more than one week the problem has not been resolved. You are in breach of contract, you are not providing the service I paying for...

Best Regards,

Silvia.

Re: Modem/Router does not work/lost connection

ERFD — Tue, 12 Jan 2021 14:16:23 GMT

Hello SilviaAlessia,

The fault clearance is taking a long time because it requires underground work. Our colleagues will take care of it as soon as possible. If you have received the SMS with the confirmation, the data volume is deposited and valid for 16 days.

Best regards Fred

Re: Modem/Router does not work/lost connection

SilviaAlessia — Fri, 22 Jan 2021 19:55:17 GMT

Good evening Fred,

It is almost a month now that I am having problems with my home connection.

The problem has not been resolved.

As I said before, I have to work with internet.

Do I have to continue to pay for a service that I cannot use?

I would demand a complete refund for this month.

In addition, I need additional GBs on my mobile devices, because they have to substitute my home internet.

Best Regards,

Silvia.

Re: Modem/Router does not work/lost connection

Martin59 — Mon, 25 Jan 2021 18:57:26 GMT

Hello SilviaAlessia,

I have posted the credit for this month. The technicians are still working on the fault clearance.

Best regards, Martin