Thema "Re: Kabel Router keeps restarting!" in Geräte

Kabel Router keeps restarting!

tiagoribeiro — Thu, 02 Dec 2021 17:58:44 GMT

Hello,

I'm a customer of Vodafone DE since February 2021, and for the past few days, my router has been restarting at least twice per day for no reason. I even unplugged all the cables and plugged them back again and still the same thing happens.

Is there a way in which I could have a technician come over and take a look at the problem. Currently I don't have a german phone number but I have a whasapp account.

Any feedback on this would be much appreciated. Thanks!

Re: Kabel Router keeps restarting!

Tobias — Tue, 07 Dec 2021 08:44:51 GMT

Hey @tiagoribeiro,

I can gladly take a look at the connection. Can you send me your customer data (customer number, name, address and date of birth of the contract holder) via private message?

Then please let me know in the post when you have sent me the data.

Regards

Tobias

Re: Kabel Router keeps restarting!

tiagoribeiro — Tue, 07 Dec 2021 20:52:27 GMT

Hey @Tobias I sent you the PM!

Please let me know if you got it

Vielen Dank!

Re: Kabel Router keeps restarting!

tiagoribeiro — Wed, 08 Dec 2021 17:35:51 GMT

It keeps restarting pretty much everyday after 18h and some days around lunch time (12h30 more or less)...

Re: Kabel Router keeps restarting!

tiagoribeiro — Thu, 09 Dec 2021 13:10:47 GMT

@Tobias Any news on this?

This has been going on for over a week! Sometimes 2 times per day and very low speeds at the end of the day.

This affects my work...

Re: Kabel Router keeps restarting!

Wallace — Tue, 14 Dec 2021 13:26:25 GMT

Hi tiagoribeiro,

sorry for the late response. We are currently very busy.

Since I could not find any major abnormalities on the line, I would like to change the router. Is that okay?

Regards

Wallace

Re: Kabel Router keeps restarting!

tiagoribeiro — Fri, 17 Dec 2021 11:04:52 GMT

Hallo @Wallace

Thank you so much for getting back to me!

Unfortunately I'm out of the country until the beginning of the month of January, due to holiday festivities.
Could I give you the "go ahead" when I'm back from vacation (January 7)?

I have a few questions regarding the new router:
1 - Once it arrives, do I need to call support to deactivate the old one and activate the new one? Or do I simply need to unplug the old one and plug in the new one and that's it?
2 - How is the old router returned?

Vielen Dank!

Re: Kabel Router keeps restarting!

pRo-Marco — Tue, 21 Dec 2021 07:27:26 GMT

Hi tiagoribeiro,

feel free to contact me when you are back. We will then gladly initiate the exchange. the new modem will then register itself. You do not have to call anywhere. The new router comes with a return bill. With this you can send the old router back to us free of charge.

Kind regards

Marco

Re: Kabel Router keeps restarting!

tiagoribeiro — Wed, 05 Jan 2022 22:40:04 GMT

Hallo @pRo-Marco !

Allow me to wish you a happy new year

You can send the new router to me now.

Is there an expected time of arrival?

Vielen Dank!

Re: Kabel Router keeps restarting!

Tobias — Fri, 07 Jan 2022 06:46:03 GMT

Hey @tiagoribeiro,

thanks, we wish that also 🙂 Ive created the deviceswap, the device should arrive you soon. Give us a sign when you got some trouble or something like that.

Regards

Tobias

Re: Kabel Router keeps restarting!

tiagoribeiro — Mon, 10 Jan 2022 09:59:51 GMT

Hallo @Tobias !

First of all let me thank you guys for the help that has been given to me regarding this issue. The router arrived pretty much the next day and I was already able to return the old one, so you should be getting it in the next few days, hopefully.

Unfortunately, the issue is still there, meaning that the router still restarts itself from time to time (especially during lunch time and night time).

Here are a few observations on this case:

1 - Before the router restarts itself, Internet speed is very slow (mind you that this happened yesterday around 21h, meaning that we should expect a heavy load on the network). The router just rebooted instantly.

2 - Most of the times what happens is that, before the restart happens, the LED corresponding to the Phone (which I don't use) starts blinking red for a few minutes and only stops once the router reboots itself or I restart it myself by unplugging and plugging it back.

Note that I'm using the new power cable that was provided inside the new router's box.

Is it possible that the wall connector is causing the issue? And if so, could a technician come over and look at the connection?
Are we sure that there's nothing wrong with this specific line and/or some channels are causing the disruptions?

I still don't have a german phone number, so I hope there's an alternative to be able to schedule this visit.

I appreciate all the help that I can get.

Vielen Dank!

Re: Kabel Router keeps restarting!

Claudia — Tue, 11 Jan 2022 16:04:33 GMT

Hello tiagoribeiro,

did you replace the coaxial cable as well? I see two reboots today, the net signal looks good though. If you are sure the problem doesn't lie within your home network we can send a technician. Can you give him access to the house installation? Are there symptoms in your household that might be linked to Covid-19? Can we forward the mobile number that ends on 843 for the appointment?

Kind regards

Claudia

Re: Kabel Router keeps restarting!

tiagoribeiro — Tue, 11 Jan 2022 16:25:55 GMT

Hallo @Claudia !

The box of the new router did not contain any new coax cable... So I'm using the old one. Could you send me a new one or do I need to order my own?

Also, by house installation you mean the wall coax socket?

Danke

Re: Kabel Router keeps restarting!

tiagoribeiro — Tue, 11 Jan 2022 18:48:35 GMT

Hallo @Claudia !

Update to previous comment: I just went ahead and ordered my own cable. I'll let you know how that works out.

If the problem persists, I'll ask for you to send me a technician.

Do I need to provide a German phone number or is an international one just fine? Or would you be able to schedule a day and time without needing to call?

Also, the technician would only need access to the wall coax socket, right?

Vielen Dank!

Re: Kabel Router keeps restarting!

pRo-Marco — Thu, 13 Jan 2022 07:22:52 GMT

Hi tiagoribeiro,

we will wait for your reply. We can arrange an appointment here. The service-times are 8-11, 11-14, 14-17 or 17-20

The technician will also need access to the house-instalation.

Kind regards

Marco

Re: Kabel Router keeps restarting!

tiagoribeiro — Fri, 14 Jan 2022 08:34:23 GMT

Hallo @pRo-Marco

I kindly ask you to send me a technician in order to check what is going on. The problem remains.

You can schedule it to the first day and time slot available, except next Monday (17/01).

I just want to confirm what do you exactly mean by house-installation? I can provide access to the router and the coaxial socket where this device is plugged in to. That's enough, right?

Vielen Dank!

Re: Kabel Router keeps restarting!

ERFD — Mon, 17 Jan 2022 10:49:27 GMT

Hello tiagoribeiro,

access to the building system and to your apartment is required. All the cables in the house from all the tenants and the cables from the street converge in the house system. Among other things, amplifiers are installed there. This is usually a large gray locked box in the house. Please clarify access to this with the administration if necessary. Then we can assign the colleague with pleasure. Please also note the information about the service fee.

Best regards Fred

Re: Kabel Router keeps restarting!

tiagoribeiro — Fri, 04 Feb 2022 10:17:46 GMT

Hallo!

No need to send a technician. The problem has been solved!

Thanks to everyone who stepped into this issue and helped

Vielen Dank!

Re: Kabel Router keeps restarting!

Claudia — Mon, 07 Feb 2022 13:24:18 GMT

Hello tiagoribeiro,

good that the problem is solved :). I will close your thread now and wish you a nice week.

Kind regards,

Claudia