Thema "Betreff: Internetverbindung bricht ab" in Archiv_Störungsmeldungen-Internet-TV-Telefon-DSL

Internetverbindung bricht ab

pangmao — Mon, 10 Apr 2017 09:23:03 GMT

Hallo,

My DSL stopped working awhile ago. The device is a EasyBox 804 version 02.06, firmware version 5.4.8.1.270.1.29.

It reports 2 error codes:

"FC811 Please check the wiring..."

"FC815 No connection to telephone network."

I've rebooted the box, checked all the cables, tried resetting it and then re-registering, but then it just said "no internet connection" or something.

I've tried calling the vodafone help but can't reach anyone who could help me in English, my german is not really good enough to explain this in german. Also the the registration to vodafone kundenservice keeps rejecting my customer number. However in an actual Vodafone strore they said that my account is OK. So it's very confusing.

Thanks for any help.

Betreff: Internetverbindung bricht ab

KopfaufTisch — Mon, 10 Apr 2017 09:54:57 GMT

Hello Pangmao,

If your DSL stopped Working its the right way to call the Customer Service.

Normally you can ask for an English Callback and they will Call your back within some hours.

The Store cant really check your DSL so i wont trust them.

I think you got 2 options.

Call the Customer Service ( 08001721212) till you get somone who speaks english or promise you a Englisch Callback.

Or you wait here for an Moderator.

regards 🙂

Betreff: Internetverbindung bricht ab

pangmao — Mon, 10 Apr 2017 10:11:45 GMT

Hello,

yeah, calling the customer service and waiting 20 mins each time to get through to someone who only speaks German gets pretty frustrating pretty fast!

Based on what I've read here regarding the "promise of someone calling back in english" I have 0 faith in it. Feels that it's just a "bs" answer to get rid of you and they won't actually call.

Betreff: Internetverbindung bricht ab

KopfaufTisch — Mon, 10 Apr 2017 10:47:12 GMT

Yes It gets frustrating but the Problem is that there is no Hotline for English speaking Customers for DSL .

If u want to solve your Problem its the fastest way. They will call you back in english if you ask. Its not to get rid of you.

Or as i said you have to wait for an moderator

Betreff: Internetverbindung bricht ab

pangmao — Mon, 10 Apr 2017 12:06:49 GMT

"fastest" 😉

Betreff: Internetverbindung bricht ab

pangmao — Mon, 10 Apr 2017 14:42:33 GMT

Nothing is happening here. Is it a reasonable assumption to try to solve the problem through this medium even? Seems like this might be waste of time as well.

Thanks.

Betreff: Internetverbindung bricht ab

Julz2k — Mon, 10 Apr 2017 15:57:24 GMT

It takes some time, response time by Vodafone moderators are between one day up to over a week.

Sad to hear about the lacking support from the Hotline, may I Ask whats behind this?
As a support worker you should be able to count to 10 in English and also understand the words connection and broken or disrupted, not working, whatever.. This really bothers me.

Betreff: Internetverbindung bricht ab

pangmao — Tue, 11 Apr 2017 07:50:49 GMT

Yesterday I called again the customer "service" number and was given the usual lies about someone calling back in the morning. As expected there's no callback.

It's now been nearly a week since my DSL went down and I haven't even managed to raise a ticket with vodafone.

They really must hate their customers.

It's time to start wondering how do I cancel this crap.

Betreff: Internetverbindung bricht ab

KopfaufTisch — Tue, 11 Apr 2017 09:09:25 GMT

Just be patient, maybe they call you back this day. I dont know.

Sometimes it takes a bit moore time to find someone who speaks english

And no, they dont hate their Customers, Its a German hotline, so the most people wont speak english.

Betreff: Internetverbindung bricht ab

Julz2k — Tue, 11 Apr 2017 09:22:35 GMT

Are you serious KopfaufTisch?
Vodafone is an international company.. Same as Telekom but they provide english support on the fly.

The reason why you don't get a call back is, that the callcenter workers have to work as quickly as possible (friends worked for the vodafone hotline) you don't have to think on your own, just follow guidelines all the way.

Pointing out to your supervisor or requesting a call back in english takes time so it's always easier to just dispatch the customer and let him believe someone working on it.

Same with apple and nearly all other big companys.

Betreff: Internetverbindung bricht ab

KopfaufTisch — Tue, 11 Apr 2017 09:36:15 GMT

Yes im serious, cause i had good experiences with this point.

Of course they have to work as quickly as possible.

Its an international company .. right. but you are here in Germany, so they speak german.

In Spain they speak spanish... and so on.

Why u dont ask someone ( maybe a neighbour ) who speaks german to call the Service?

This would be much easier.

I can just tell you my experiences.

Betreff: Internetverbindung bricht ab

pangmao — Tue, 11 Apr 2017 09:38:37 GMT

I asked my father to help me (he speaks fluent german) and he was just lied to as well and told that someone will call back. And of course they haven't.

Sadly, It's just bull*** all over.

This is a company to really avoid. I hope this board would function as an ecourgament for people to choose some other service provider.

Betreff: Internetverbindung bricht ab

Julz2k — Tue, 11 Apr 2017 10:08:19 GMT

Really fancy at Vodafone 🙂

Just go through this thread here;

https://forum.vodafone.de/t5/Mobilfunk/English-Speaking-Hotline/td-p/689479

I've seen more Threads like this and it seems like you never get called back.

Selling contracts aparently works in English but otherwise if you need help you completely get turned down which is a no no.

The Forum here is not the first contact point, so much improvement for Vodafone to make, either you have support in English or not but lying like this is nasty.

Betreff: Internetverbindung bricht ab

pangmao — Tue, 11 Apr 2017 11:05:46 GMT

I'm done wasting my time and getting frustrated and angry over this. Goodbye.