Thema "Re: No Internet for 21 days now" in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

No Internet for 8 days

Trajan — Sat, 14 Mar 2020 10:24:21 GMT

I have been trying to call vodafone for 8 day to complain I have no internet. I have called over 40 times. The customer service team have told me they are not allowed to speak English. The sales team sold me the kabel service in perfect English and told me their customer service teams speak English.

I have had no internet for 8 days in Mitte, on the rare ocassion someone is willing to speak English, they have told me that there is an issue in the area and it will be resolved the next day. It's now day 8 and no internet.

Will someone please tell me what's going on?? I'm exausted trying fight for information.

Re: No Internet for 8 days

Moni_GK — Mon, 16 Mar 2020 16:19:42 GMT

Hello Trajan,

I'll be happy to see if I see a reason. Please send me a PM with your customer data (name, address, customer number and date of birth). Please contact me again here after you have sent me the data.

Kind regards

Moni

Re: No Internet for 8 days

Trajan — Tue, 17 Mar 2020 22:40:31 GMT

I have sent my details in a DM. I don't have much faith, i've called a total of 72 times in 10 days. My phone shows i've spent over 40 hours on the phone. People pass me from department to department, either suddenly refusing to speak English when I ask probing questions, or telling me a different story each time. They even sent an engineer to later find out it's not an issue with my line, after 6 people previously told me it was a network fault. I've tried to cancel my contract, but every department says they can't do it, it's a different department. Worst customer service I've ever experienced.

Re: No Internet for 8 days

Martin59 — Thu, 19 Mar 2020 07:50:02 GMT

Hi Trajan,

the technician on 17.03.2020 has found out, that there is no signal at the antenna socket. But he had no access to the amplifier in the basement. You should announce yourself again to the technician company, as soon as you can ensure the access.

Best regards, Martin

Re: No Internet for 8 days

Trajan — Thu, 19 Mar 2020 08:10:58 GMT

This is a classic example of Vodafone not checking their facts prior to giving advice. You will find, the technician came to my property without advising I would need the building manager to give him access to the basement. Correct he did leave, however after I called back to arrange another appointment, I've been advised I cannot make an engineer appointment as the issue isn't in my building. The technical staff confirmed the engineer shouldn't have been sent out in the first place, as the issue is reported as a major issue not just on my line, but the entire area. It seems only 1 out of 10 employees are able to check and confirm this, the rest keep sending out engineers or routers to solve the issue.

I've been categorically told the issue will not be resolve by an engineer visit, so Vodafone won't arrange an engineer to come out. Why can't people be consistent or investigate issues comprehensively? I even told the technical help advisor that sent the engineer about the issue in the area and was advised: " no there is no issue in the area". Will someone please taken ownership. You colleague has advised it was a mass issue and impacting a lot of other customers on the line and engineers were providing no completion date on the internal system.

Re: No Internet for 8 days

Martin59 — Thu, 19 Mar 2020 14:00:05 GMT

Hello Trajan,

i can only rely on the information provided. it is correct that there is a fault which is affecting the line. However, this interference does not cause a complete failure for such a long period of time.

Viele Grüße Martin

Re: No Internet for 8 days

Trajan — Thu, 19 Mar 2020 14:33:10 GMT

Equally, I can only rely on the information provided. Telling me the interference doesn't cause complete failure, without actually knowing what the issue is, again isn't helpful. Can somebody please look into this matter and reply back with facts and give me something tangible. It's now day 12, nothing has been resolved...how long will this go on for?

Re: No Internet for 8 days

Martin59 — Fri, 20 Mar 2020 09:17:50 GMT

Hello Trajan,

make sure the technician can access the house connection in the basement. Then everything else can be arranged.

Many greetings Martin

Re: No Internet for 8 days

Trajan — Fri, 20 Mar 2020 09:33:35 GMT

Did you read my last message? I have mentioned now twice, Vodafone will not (refuse) send out an engineer as they believe the problem is not in my building, but a network issue beyond my building.

I have called again this morning and to reconfirm this, and the technical advisor has comfirmed they cannot send out an engineer.

AGAIN can you please ensure you are reading and checking things properly. Technical tell me there is an issue and they don't know when it will be fixed and to wait....it's been 2 weeks of waiting. What adds to the frustration is the inconsistency in advice. I don't know who is telling the truth?

Re: No Internet for 8 days

Martin59 — Fri, 20 Mar 2020 10:47:22 GMT

Hello Trajan,

I have read and understood your message. Did you do the same with my answer from 19.03.2020 at 15:00 o'clock?

Once again for you: There is a network disturbance which causes interruptions. On the other hand, there is a disturbance within the house, which ensures that your connection does not work at all.

For the second malfunction a technician has to go to the amplifier in the basement.

Best regards, Martin

Re: No Internet for 8 days

Trajan — Fri, 20 Mar 2020 12:17:47 GMT

I understood and read your message clearly.

My question remains. Why does Vodafone tech support on the phoine tell me the issue is beyond my buiilding and therefore they won't send an engineer, as this issue will only be resolved once the network is fixed. I personally don't belive this, hence I've been pushing for a engineer to come and visit. They have categorically stated they wont send an engineer, as they dont think it will help me issue.

Can you help to send an engineer out?

Re: No Internet for 8 days

Martin59 — Fri, 20 Mar 2020 13:27:59 GMT

Hello, Trajan,

I can only explain that the colleagues have either only seen this order for network disturbance or only wanted to see this order.

I am happy to help you so that your connection finally works again.

Have you ordered a router replacement in the last few days?

Best regards, Martin

Re: No Internet for 8 days

Trajan — Fri, 20 Mar 2020 14:12:43 GMT

I have received a new router, which again didnt help resolve the issue. I have sent the old one back. I have made 8 calls to vodafone so far, nearly 1 hour spent again today. See below a screenshot. Tyically each day, I waste between 2-3 hours repeating this process. Technical support told me, there is a "C Line issue". Which means the issue is on the street. They told me it's impossible to comment on my building having a problem, as the issue is in the street and there is no way of checking the building or line past that point. I have advised the Vodafone community is suggesting otherwise, they told me it's wrong and hung up.

Can you please send me an engineer ASAP ? I don't belive there is an issue in the street.

Re: No Internet for 8 days

Manu — Mon, 23 Mar 2020 07:49:23 GMT

Hi Trajan,

the malfunction outside the house is already being processed. Please be a little more patient.

Best regards, Manu

Re: No Internet for 17 days

Trajan — Mon, 23 Mar 2020 08:26:05 GMT

It's been 17 days now.

You have just said the malfunction has been reported, but you failed to recognise the current thread discussion with Martin re the issue being in the building too? Can you guys please align and organise your feedback so it makes sense. Will you be sending an engineer as Martin is trying to suggest? It's been 17 days...clearly my patience has long run out! I'm working from home with no internet for 17 days!!!

Re: No Internet for 17 days

Manu — Wed, 25 Mar 2020 07:18:16 GMT

Hi Trajan,

there is no need for a technician at your house so far. The issue is outside your house, as I already wrote.

But I don´t see any router in your contract by now. You have sent the old one back. Did you connect the new one?

Best Regards, Manu

Re: No Internet for 19 days now

Trajan — Wed, 25 Mar 2020 08:17:18 GMT

Manu, please answer the question , as to "why Martin was recommending I need an engineer visit?" You keep repeating the issue is outside the house, whereas your colleague is stating otherwise. It takes you 2 days to reply, and when you do, you don't answer my questions. It's now 19 days without internet!

I have a router and I have connected it. Did you assume I was calling 100 times a day and sending these messages while not connecting the router ?! As per my previous messages, I have sent the old router back. Can you please read the entire thread before asking questions that have already been covered. I am glad this forum is public so people can see the level of service you receive when you have a problem with Vodafone.

Please answer the questions highlighted in bold. In addition to that, can you please tell me why it's been 19 days and this internet issue Continues ..

Nearly 20 days no internet, 100s of calls and nobody will help!!!!

Trajan — Thu, 26 Mar 2020 09:00:18 GMT

I am exhausted trying to find 1 person who will help me at Vodafone. I've made hundreds of phone calls and been given random advice each time or pushed to a different department. I've now had to use the forum to communicate as calling isn't getting me anywhere and wasting hours each day. This is my thread:

https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/No-Internet-for-8-days/m-p/2142401

Can someone PLEASE help me. please read the entire thread and just give me 1 clear answer and help me get my internet back!

Edit: @Trajan please do not create duplicate posts. New thread attached here.

Betreff: Nearly 20 days no internet, 100s of calls and nobody will help!!!!

Mateusz1 — Wed, 25 Mar 2020 16:24:54 GMT

Hello,

I am also having internet problems lately and Vodafone is absolutely refusing to cooperate. I am disgusted, that non-german people are treated as second class customers (even though the pricing is the same).

I would really consider contacting German branch of European Consumer Center (ECC). They can aid you in resolving your isssue. Here is a fragment from their official website (link😞

In case you have a disagreement with your provider, you can approach the conciliation committee for telecommunication of the Federal Network Agency “Schlichtungsstelle Telekommunikation der Bundesnetzagentur”. The committee is in charge to support consumer and provider to find an extrajudicial decision. Since this service is only available in German, feel free to contact the ECC Germany for help if you have any language problem.

Also this is an interesting read:

Informal dispute resolution for consumers

Good luck with Vodafone my friend!

Betreff: Nearly 20 days no internet, 100s of calls and nobody will help!!!!

Trajan — Wed, 25 Mar 2020 19:03:26 GMT

Greetings Betreff, I really appreciate you taking the time to give me this advice. You even replied faster than the Vodafone support guys.

Sadly, I am at best a second/third class citizen in the Vodafone support world. Not speaking German means I’ve been banished to the dungeon (Vodafone community forum). It’s not for the want of trying, I’ve made 100s of phone calls. I’ve either been hung up on or get told in perfect English that they are not allowed to speak English. There is the odd hero, one in every 20 or so calls, a daredevil who will break protocol and attempt to help in English. A special thank you if you have been one of the legends.

So the Dungeon offers me stellar service. I get lighting fast 24-48 hour replies to issues. Topped with the finest support. Each support agent ensures they never read the full thread and put a special effort in contradicting the previous agent's advice. This is topped up with a special skill in avoiding helping and simply dragging a problem out for weeks.

I’ve been spoiled here, I really have. I secretly hope they never fix my problem, so I can fritter away my spare time writing Vodafone Kabel tickets. I'm going for a personal challenge of being in this forum past 60 days, who needs internet anyway.

I will check out the links you provided and post back here with an update. Meanwhile, in the rest of Europe, companies bend over backwards to avoid having their dirty laundry aired in public, but it doesn’t seem to be the case with Vodafone Kabel.