Thema "Re: Home Wifi no longer working." in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

Home Wifi no longer working.

AndyLongley — Thu, 19 Sep 2019 06:26:48 GMT

Hi. I have Kabel home wifi and it has not been working properly for 3 weeks. I cannot stream or watch any wifi based media such as Netflix or YouTube. I have conducted numberous signal tests and the average stats I have are:

18 Mbit Download; 7 Mbit Upload; 38 ms Ping.

I have followed the "tips" for imporving signal strength and these change nothing. I require a technician who speaks English to come and fix this as I am paying for a service I am not receiving from Vodafone.

Betreff: Home Wifi no longer working.

AndyLongley — Thu, 19 Sep 2019 16:19:10 GMT

Wondering what the point of this forum is if Vodafone doesn't even reply?

Re: Home Wifi no longer working.

ERFD — Fri, 20 Sep 2019 07:52:51 GMT

Hello, AndyLongley,

basically streaming at 18 MBit/s is sufficient. What does the LAN connection look like? Have you tried to optimize the WLAN? Do you have a lot of external WLAN networks?

Best regards Fred

Re: Home Wifi no longer working.

AndyLongley — Fri, 20 Sep 2019 09:04:35 GMT

Hi Fred. I do not have 18 mbs. I just did a test and it's at 10.4 now. The last week the Vodafone test has given me downloads of 2.8; 7.8; 0. (yes that is zero).

Please know that I literally have not been able to watch Netflix or YouTube for 3 weeks now!

I only have the TV and 2 mobile phones on my network, no gaming, and nothing more than usual.

I request a technician to come and support ASAP as for the year I have lived here the wifi has been poor. I only have one WLAN location in my apartment and cannot change this location.

Please confirm a technician can come as you have a very dissatisfied customer here.

Re: Home Wifi no longer working.

AndyLongley — Fri, 20 Sep 2019 09:32:53 GMT

Adding to my last to clarify:

I have only 1 WLAN socket location in my apartment and cannot change this.

I have been in my apartment for 1 year and the vodafone Wifi has been disappointing and problematic for the whole time.

Re: Home Wifi no longer working.

ERFD — Mon, 23 Sep 2019 06:57:05 GMT

Hello, AndyLongley,

no technician comes to optimize the WLAN. We don't send a technician out for that.

The 18 MBit/s are from your incoming mail. Please answer the questions. If necessary via LAN on TV.

Best regards Fred

Re: Home Wifi no longer working.

AndyLongley — Mon, 23 Sep 2019 07:36:19 GMT

Hi Fred. I do not understand your comments or note. What does it mean?

The only questions you have asked are:

What does the LAN connection look like? DO NO UNDERSTAND YOUR QUESTION.

Have you tried to optimize the WLAN? (YES I HAVE FOLLOWED THE ONLINE STEPS AND NO CHANGE (I ALREADY ANSWERED THIS)

Do you have a lot of external WLAN networks? NO. ONLY THE TV AND MOBILES. (I ALREADY ANSWERED THIS).

So what are the conditions when you do send a technician out? My WIFI does not work properly and it has not for 1-2 months now. I have already done your online suggestions. Myself as a customer needs better support from Vodafone to provide the service you are happy to make my money for every month.

I am looking forward to some customer service and an acceptable resolution.

Re: Home Wifi no longer working.

Moni_GK — Tue, 24 Sep 2019 09:09:12 GMT

Hello AndyLongley,

If "only" the WLAN doesn't work, we don't send a technician here. Fred had asked if the LAN was also wrong.

You don't have another WLAN near you, e.g. from neighbours. This can also cause interference.

Best regards

Moni

Re: Home Wifi no longer working.

AndyLongley — Tue, 24 Sep 2019 09:14:23 GMT

Hello - I still do not understand your question. This forum is so frustrating from a customer perspective that I have to wait days to get a response to a request and still there is no solution. All I receive is more confusion and no action.

I live in an apartment block. Other apartments have the internet of course. This is my answer to your WLAN question as I have no idea what else you were asking.

Based on the information I have given you - what is your solution? I expect the next response to give me a solution to my clear problem.

I am NOT receiving the service I am paying for which is also breach of contract from Vodafone. Why should I continue to pay the monthly fee if this does not change?

Re: Home Wifi no longer working.

Claudia — Wed, 25 Sep 2019 14:41:11 GMT

Hello AndyLongley,

if the replies take to long for your taste you are welcome to call the service hotline. Both Fred and Moni asked what the connection is like with a direct ethernet connection with an ethernet cable plugged in both the router and your device, as we don't guarantee a certain speed over WiFi due to various possible ressources of restraints in the building or flat we cannot control. What type of router do you use?

Kind regards,

Claudia

Re: Home Wifi no longer working.

AndyLongley — Sun, 29 Sep 2019 15:01:56 GMT

Hello.

Thank you for the direct email update rather than using the bulletin board, but I could not reply via email.

I cannot use your telephone service as I cannot understand your German automated messages to navigate them and the agents do not speak English. Not speaking German is my fault, but it still means I cannot communicate with Vodafone as an international customer.

2 key points:

1. My internet speed has CHANGED. It used to be ok (certainly not good, but adequate at best) but now it is terrible. This means the questions regarding the Ethernet strength are not relevant because there is a different & more recent problem. This is why I requested a technician and why I again request one!

2. I have never been asked my address for Vodafone to determine if this is a local problem. This is the only option considering recently my Wifi strength has changed. Vodafone has my address on record to check this but I guess it is up to me to suggest this? (I live in a newly built building but have been living here for a year - you have my move date on record).

I do not have an Ethernet cable to check the speed, but again I reiterate this should not be needed as the service I am receiving from Vodafone has CHANGED recently for WiFi quality.

My Vodafone provided router is a WLAN Compal CH7466CE, shown below. Again this should not be the problem as the technician who installed my connection when I moved here in November 2018 advised me this router works as well as the newest Fritzbox. I trialed a new Fritzbox to check and it did not improve my WIFI so I returned it.

Please can you schedule a technician to come and fix my WiFi? I feel I should not have to ask this so many times to get the service I have paid for.

If Vodafone cannot provide the service I am paying for until April, I will be forced to switch to DeutscheTelekom and cancel my vodafone auto-payments.

I am keeping all of my communications with Vodafone as a chronological record of my customer dissatisfaction as evidence should it be needed.

Yours, a very unhappy customer.

Re: Home Wifi no longer working.

pRo-Marco — Mon, 30 Sep 2019 16:32:36 GMT

Hi AndyLongley,

your key points:

1. We want to know, if there is a difference between WiFi and Ethernet-connection. It could be a router problem (it appears only with WiFi) or it is a signal-problem (It also appears with Ethernet). So please prove it.

2. Please send me your name, address and customer number by PN. I'll check the signal at your place remotely.

We will not send a technician to fix the WiFi. If it is only a WiFi-Problem we will replace the modem.

And again: We do not guarantee a mimimum speed over WiFi.

Kind regards

Marco

Re: Home Wifi no longer working.

pRo-Marco — Tue, 01 Oct 2019 13:21:52 GMT

Hi Andy,

there are no visible issues with your connection. I think your test with Ethernet will give you some good results. If that is the fact, I will replace the modem.

Kind regards

Marco

Re: Home Wifi no longer working.

AndyLongley — Tue, 01 Oct 2019 13:48:21 GMT

Hi Marco

Thank you for the update. I will conduct the test ASAP and let you know the results. Confirming you'll need the Download, Upload & Ping speeds for both Wifi and with Ethernet?

Thanks

Andy

Re: Home Wifi no longer working.

pRo-Marco — Tue, 01 Oct 2019 14:57:08 GMT

Hi Andy,

yes, that is, what I need to know Thank you!

Kind regards

Marco

Re: Home Wifi no longer working.

Wallace — Fri, 04 Oct 2019 14:25:20 GMT

Hi Andy,

I've arranged for the router exchange. The new router comes with a return note for the old one.

Regards

Wallace