Thema "Betreff: Modem Can't Find Internet Connection" in Archiv_DSL

Modem Can't Find Internet Connection

Anna6859 — Tue, 07 Aug 2018 07:53:00 GMT

For the past 24 hours, my internet modem has been flashing green, signialing that it can't connect to the internet.

I have restarted several times. Can you please help diagnose?

Thanks!

Betreff: Modem Can't Find Internet Connection

Gelöschter User — Tue, 07 Aug 2018 07:57:42 GMT

Which modem do you have?

Betreff: Modem Can't Find Internet Connection

Anna6859 — Tue, 07 Aug 2018 08:02:56 GMT

EasyBox 804

Betreff: Modem Can't Find Internet Connection

Gelöschter User — Tue, 07 Aug 2018 08:12:29 GMT

The easybox has got serveral internal diagnostic systems.

1. "automatic diagnosis"

2. "Ping"

3. "Trace Route"

4. "event log"

Can you make screenshots and publish it here? It would be very helpful to search for the possible error.

Betreff: Modem Can't Find Internet Connection

Anna6859 — Tue, 07 Aug 2018 08:24:18 GMT

These are the pages where we're being directed. Should we be looking elsewhere for the information?

Betreff: Modem Can't Find Internet Connection

Gelöschter User — Tue, 07 Aug 2018 10:06:22 GMT

No problem. Either your easy box is broken or there is a line failure at your connection I guess.

Pleas wait until a moderator takes care of your problem.

Betreff: Modem Can't Find Internet Connection

Anna6859 — Tue, 07 Aug 2018 13:15:13 GMT

Thank you. Any update? Will the presenter be able to replace the modem?

Thanks,

Anna

Betreff: Modem Can't Find Internet Connection

Anna6859 — Tue, 07 Aug 2018 15:29:54 GMT

Hello,

Anything we can do to regain internet connect? Since we have paid for it this month, I would like to ensure it's back up and running this evening. Should we visit a Vodafone store?

thanks,

Anna

Betreff: Modem Can't Find Internet Connection

Anna6859 — Wed, 08 Aug 2018 08:09:11 GMT

Who can I reach out to to resolve this? We now have been without internet for 2 days, even though we've already paid in advance for this month. Please let me know, otherwise, I will start to look at other service providers.

Betreff: Modem Can't Find Internet Connection

Gelöschter User — Wed, 08 Aug 2018 08:24:23 GMT

If you wish you can use the contact form below.

https://www.vodafone.de/contact/rf/contactform.jsp

Choose "Nein, ich habe eine andere Frage zu einem bestehenden Vertrag/Produkt."

On the next side choose "Einschränkung" > "Telefonieren und Surfen nicht möglich" > "DSL" and fill in the "Erklärung". Send it back to Vodafone and you will get an answer "a.s.a.p."

Re: Modem Can't Find Internet Connection

Norman — Wed, 08 Aug 2018 09:29:56 GMT

Hi Anna6859,

sorry for your issue.

Please send me a pm with the following data:

1) Your customer or phone number

2) Your customer password for authorization

3) Your current mobile number

I'll check your landline and will be back to you asap.

Best regards,

Norman

Re: Modem Can't Find Internet Connection

Anna6859 — Wed, 08 Aug 2018 15:47:04 GMT

Hello,

I still have not received support for this problem after visiting a store, calling customer service, and reaching out on this portal.

I will be ending my Vodafone subscription this evening if I do not hear from someone by 19:00 CET.

Please feel free to reach out via email or telephone (both of which I have PMd to @Norman)

Thanks,

Anna

Re: Modem Can't Find Internet Connection

Norman — Thu, 09 Aug 2018 08:37:59 GMT

Hi Anna6859,

thx for your privat message. I've checked your account. As I can see there is an open ticket since yesterday. You'll get a response from my technical collegues asap.

Best regards,

Norman

Re: Modem Can't Find Internet Connection

Anna6859 — Fri, 10 Aug 2018 08:53:26 GMT

Hello,

This issue has gone unresolved for 5 days.

I have called Vodafone customer service several times and have twice been hung up on because I asked if the customer service representative speaks english.

All that's been done so far is our modem has been checked and reset remotely. We desperately need someone to come check on the modem and connection today. We believe the modem is broken and needs to be replaced, that's all.

How can we ensure we have someone check the connection in person today?

Anna