Thema "Re: (English) No internet connection" in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

(English) No internet connection

CatalinB — Sun, 29 Sep 2019 18:20:23 GMT

Hi! I have a new internet subscription (500 mbs) from Vodafone. Unfortunatelly, after installing the WLAN router, there is no internet connection. Does anyone know how long it takes for the subscription to be activated? I made the contract on the 17th of September.

Thanks! Catalin

Edit @CatalinB: Moved from DSL to Kabel board. Jens

Re: (English) No internet connection

Claudia — Thu, 26 Sep 2019 15:18:36 GMT

Hello CatalinB,

it may take up to 48 hours until the installation is completed. What is the status of the lights on the router? Can you reach the GUI of the device?

Kind regards,

Claudia

Re: (English) No internet connection

CatalinB — Wed, 25 Sep 2019 21:08:54 GMT

Hello Claudia,

Thank you for your message. What do you mean with 48 hours installation? (of what?) The red internet LED is blinking. I have not tried to reach the GUI of the router as I was told over the phone that it is basically just plug and play. Is there something that I need to do, also? besides just power and connection.

In the meantime I managed to get in contact with the Vodafone cutomer service. I was not aware that I need to wait for an email that tells me when the service has started. I was told it should happen today or tomorrow - so hoping it comes tomorrow now...

Re: (English) No internet connection

CatalinB — Thu, 26 Sep 2019 07:20:36 GMT

Later edit: Yes, I can reach the GUI of the WLAN box. Should I do any settings there? Still no email or internet...

Re: (English) No internet connection

Claudia — Thu, 26 Sep 2019 15:30:29 GMT

Hello CatalinB,

I meant the installation of the modem. There are certain settings that need to be transferred. If you can reach the modem that means that it seems to be functional at least. You don't have to change anything. If you followed the steps in the installation guide or this video everything should work. But maybe the self installation didn't function, to check this I will need the following data from you:

- date of birth

- customer number

- address

- MAC address of the router

- phone number

Send the details in a private message and reply here again.

Kind regards,

Clauda

Re: (English) No internet connection

CatalinB — Thu, 26 Sep 2019 15:34:50 GMT

Hi Claudia,

I sent you a PM with the requested info. Thank you for your help!

Re: (English) No internet connection

CatalinB — Fri, 27 Sep 2019 10:18:22 GMT

Update: I have received a couple of hours ago the email which says to plug my router and enjoy my connection. Still no internet.... Thanks!

Re: (English) No internet connection

ERFD — Fri, 27 Sep 2019 19:51:09 GMT

Hello, CatalinB,

I've informed my colleagues. They will call you and make an appointment. Do you have a mobile phone number where you can be reached easily? Please send me a private message.

Best regards Fred

Re: (English) No internet connection

CatalinB — Fri, 27 Sep 2019 19:59:59 GMT

Hi Fred,

I just sent over my details, including my phone number. Thanks!

Catalin

Re: (English) No internet connection

CatalinB — Sat, 28 Sep 2019 11:09:02 GMT

Hi Vodafone,

I got called this morning, but the caller hang up imediatelly. I tried calling back, but I get the message that there is no technician available to answer.

My ticket has now the status "resolved", but I still do not have internet. I went back through all the tutorials and I am positive I have followed them correctly.

Can I get some help, please?

With kind regards,

Catalin Bunduc

Re: (English) No internet connection

Jens — Sun, 29 Sep 2019 18:24:06 GMT

Hello Catalin,

your phone number looks not like a german number. Is it right?
Did you have a german (mobile) number? If yes, sent it in a pm.

Regards

Jens

Re: (English) No internet connection

CatalinB — Sun, 29 Sep 2019 18:38:56 GMT

Hi Jens,

You are correct, I do not have a German phone number yet as I just moved in. I was told on the phone when I closed the contract that it does not matter.

I was called twice by the Vodafone technical services and the caller hung up imediatelly. I do not believe that my foreign phone number is the problem here! I can easily be reached by other German numbers - such as the Vodafone Sales Team.

Can you please confirm that I have 14 days (from contracting date) to cancel the contract? Considering that I actually do not have a working connection nor any kind of explanation, I think this will be my next step.

Thank you!

Regards,

Catalin

Re: (English) No internet connection

CatalinB — Mon, 30 Sep 2019 16:37:03 GMT

Another day, another call from Vodafone that hung up immediatelly after I answer. In the meantime I managed to find a German speaking person to call the hotline for me. I was assured that the internet will work in the afternoon, that it will activate itself by 13:00 o'clock.

It seems that every time I can get in contact with Vodafone Customer Service/Technical Service/Forum I get a different answer, and everytime I'm told that tomorrow or a bit later it will work.

Still no internet....

Re: (English) No internet connection

pRo-Marco — Mon, 30 Sep 2019 19:46:40 GMT

Hi CatalinB,

the technician will try to call you again tomorrow. They will arrange an appointment. I'm sorry for the delay

It's not possible to activate it remotely.

From the 19th of September you had 14 days to cancel. You are still in the revocation period.

Kind regards

Marco

Re: (English) No internet connection

CatalinB — Wed, 02 Oct 2019 08:10:08 GMT

Thank you! Finally, I was able to make an appointment with a technician on short notice and the problem was fixed. The box in my apartment had a fault.

Thank you for your help!