Thema "Re: Connection stopped working, English support?" in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

Connection stopped working, English support?

Nachol — Mon, 09 Dec 2019 18:58:26 GMT

Hi Support,

This afternoonn my connection suddenly stopped working. I can see the green light with the outgoing arrow blinking but the @ light completely off.

Tried to contact support on WA and seems to fail saying "meesage was not delivered" also phone support is not working for me, can not get past all the questions the system asks.

Could you please help me figure out whats wrong with my Internet connection?

Thanks and best regards,

Nacho

Re: Connection stopped working, English support?

Claudia — Wed, 11 Dec 2019 10:42:49 GMT

Hello Nachol,

which router do you use and what kind of contract do you have? Did you try a factory reset?

Kind regards,

Claudia

Re: Connection stopped working, English support?

Nachol — Thu, 12 Dec 2019 07:59:59 GMT

Hi Claudia,

I finally had to ask a German friend to call the helpdesk for me, they sent a new devices as is suposedly broken.

Best,

Nachol

Re: Connection stopped working, English support?

Claudia — Fri, 13 Dec 2019 14:30:51 GMT

Hi Nachol,

alright, you may give us a feedback if everything works when you installed the new device :).

Kind regards,

Claudia

Re: Connection stopped working, English support?

Nachol — Wed, 18 Dec 2019 18:31:59 GMT

Hi Claudia,

I received the new device today finally, I installed it exactly as instructed and I still have no Internet at home.

The @ light keeps blinking, I know that means there is no actual connection between the device and Vodafone.

I tried to call 0800 5266625 again just now and they told me under no cirscumstance is possible to talk to someone in English.

It's been a week and this starts to get frustrating. Can a request be made to get someone to call me on the phone?

Also I will request full refund for these days since the Internet stopped working.

Thanks for your help,

Nachol

Re: Connection stopped working, English support?

Claudia — Thu, 19 Dec 2019 15:14:57 GMT

Hello Nachol,

a callback from an English speaking colleague is not possible. I checked your access and everything looks fine, so there is no hint why your connection shouldn't work. Did you replace the power supply and coaxial cable as well? If there is still no connection we may try and send you a technician who will check your access in your flat. Can he reach you under the mobile number ***462 to make an appointment? He will need access to the building connection, which is usually located in the basement.

Kind regards

Claudia

Re: Connection stopped working, English support?

Nachol — Thu, 19 Dec 2019 22:24:29 GMT

Hi Claudia, thanks for the response.

You can find me in that number to make an apointment, definitevely this is a weird one and should be checked by a technician.

Best,

Nachopl

Re: Connection stopped working, English support?

ERFD — Sun, 22 Dec 2019 13:01:11 GMT

Hi, Nachol,

I've got the tech guy on it. Please make sure that the technician can enter all rooms in the house.

Best regards Fred