Thema "Re: Internet has been down since Tuesday" in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

Internet has been down since Tuesday

Jafa72 — Thu, 01 Apr 2021 18:01:50 GMT

Hi, I'm sorry to do this is English but my German is not good enough to explain in detail.

my internet went down on Tuesday, the power light on the Fritz box has been blinking. I called the helpline and a nice guy helped me and put in a report with a ticket. Got an update a few hours later to say it's a network malfunction. Yesterday a technician came to check and he said that it is something to do with the connection on the street. So waited until today and still nothing. So called the helpline, this time they were not very helpful since I can't speak the language so I got my neighbour to help and the customer service said it will be fixed by 20:00 today. Now it's 20:00 but it is still not working. We haven't had internet for 2 days and it's the long weekend. I understand that there might be issues but would at least like some updates. It's frustrating cos it's the long weekend and no tv no internet is going to be difficult. Anyone can help?

Betreff: Internet has been down since Tuesday

Jafa72 — Fri, 02 Apr 2021 04:26:14 GMT

Hello it's me again, can any moderator help please? It's now Friday and the situation is still the same. I've got the Fritz box 6490! I've called the helpline and they said that it will be fixed by 20:00 yesterday but it's still the same!

thank you.

Re: Internet has been down since Tuesday

Martin59 — Sun, 04 Apr 2021 09:53:21 GMT

Hello Jafa72,

in which federal state do you live?

Best regards, Martin

Re: Internet has been down since Tuesday

Jafa72 — Mon, 05 Apr 2021 19:51:12 GMT

Hi Martin,

I am in Hamburg, I was informed that it's a grid issue and after talking to my neighbours they are also having the same problem with no cable tv, phone and internet. We are just frustrated because we don't know what is happening and when it will be fixed. It's also making working from home difficult.

Re: Internet has been down since Tuesday

Jafa72 — Wed, 07 Apr 2021 09:49:59 GMT

Come on Vodafone! It's been a week now! No updates and the whole street affected! No internet, no tv and no phone! This is getting ridiculous!

Re: Internet has been down since Tuesday

Claudia — Wed, 07 Apr 2021 17:14:12 GMT

Hello Jafa72,

if you have a contract with Vodafone Kabel Deutschland send me a private message that includes your full address, customer number and the name and birth date of the contract owner. Reply here again after you sent the PM so I can check this.

Regards,

Claudia

Re: Internet has been down since Tuesday

Jafa72 — Wed, 07 Apr 2021 17:59:27 GMT

PN sent.

Re: Internet has been down since Tuesday

ERFD — Fri, 09 Apr 2021 13:08:57 GMT

Hello Jafa72,

the last time the technician was there, who in the basement the fuse for the amplifier out. Was this checked again. The modem of the neighbor in the house is running. Otherwise the technician must go out to the house. The order is already active.

Best regards Fred

Re: Internet has been down since Tuesday

Jafa72 — Fri, 09 Apr 2021 13:41:21 GMT

I have just checked the amplifier in basement and the light is on the amplifier.
we now can only get an appointment on Monday which will then be 2 weeks without internet. I am extremely frustrated that no one is being sent earlier to address this issue which has already 10 days. You're now telling me that you've fixed your grid problem and we now have yet another error with Vodafone which you are not willing to come and look at until Monday. Why isn't this problem given priority, 2 weeks without internet is unacceptable especially with the lockdown restrictions and having to work from home.
I am really unhappy with how this is being dealt with and it appears we have to restart at the beginning of the new ticket process!

Re: Internet has been down since Tuesday

Moni_GK — Sat, 10 Apr 2021 14:44:50 GMT

Hello Jafa72,

sorry it took so long. Unfortunately, you can not always speed up everything. You are welcome to contact us again after the technician, then we can create a credit for the outage.

Greetings Moni

Re: Internet has been down since Tuesday

Jafa72 — Sat, 10 Apr 2021 16:09:17 GMT

Ok, who do I contact for the credit if this ever get resolve.

Re: Internet has been down since Tuesday

Moni_GK — Sat, 10 Apr 2021 17:12:54 GMT

Hello Jafa72,

please contact us here. Then we can check it.

Greetings Moni

Re: Internet has been down since Tuesday

Jafa72 — Mon, 12 Apr 2021 19:28:31 GMT

Ticket is closed and still no internet. Later I found out that the technician fixed the problem but didn't bother to come to check if our internet is working before closing the ticket! So now we have to start all over again. 3 tickets in total closed and after 2 weeks still no internet! In this time and age where everything needs internet this is ridiculous! I am totally shocked at the service I'm getting. It is us who raised the ticket, why did the technician not check with us who raised the ticket. When I asked Vodafone, they say it's not their problem and will raise another ticket. Now I have to wait a few more days to make another appointment, that's another few days with no internet! This is unacceptable!

Re: Internet has been down since Tuesday

Jafa72 — Tue, 13 Apr 2021 04:30:53 GMT

Hi,

the internet is finally working again this morning. Personally I am not happy at how it was handled yesterday with so much confusion. So could you please give me the credit note for the time that I didn't get internet from 30 March to yesterday. Thank you.

Re: Internet has been down since Tuesday

Moni_GK — Tue, 13 Apr 2021 12:06:14 GMT

Hello Jafa72,

I can set you a credit of 50%. All right?

Greetings Moni