Thema "Betreff: Internet down" in Störungen im DSL-Netz

Internet down

Thomasshaw84 — Sat, 15 Jun 2024 08:00:38 GMT

Hi, I have had no internet for one week - the mobile signal is also not working. I checked the fault finder and it says “return path disturbances” - it was supposed to be fixed yesterday - now the message has changed and there is no fix for the date. I can’t get through to customer support and Tobi is not helpful. I need information and a solution.

Re: Internet down

J0hann — Sun, 16 Jun 2024 09:56:52 GMT

Hello @Thomasshaw84,

return path disturbances are sometimes difficult to locate, because the source of the problem is in most cases not permanent. Our technicians can only triangulate the source of the problem, if it is active. Please contact our customer support via these contact channels. for detailed information. The service on WhatsApp is in English.

LG J0hann

Re: Internet down

Thomasshaw84 — Sun, 30 Jun 2024 07:20:05 GMT

Hi Johann. 3 weeks later I’m still without internet. The issue is not fixed. Vodafone tried to send me a 4g router, the delivery failed (I waited home all day and it did not arrive!) The router was sent back to Vodafone by DHL. I spoke to customer service, they promised to re-send the router. This took another 2 weeks!! Yesterday the router arrived and it’s a DSL router (the same one I already have!!!). After trying to get through to customer support for 3 hours, and constantly being hung uo

on., I was so frustrated I went to the Vodafone store. They told me they could not help, they tried to call

customer services and could also not get through!!! I’m completely lost now and have no more patience or time to solve this issue. Please help

Betreff: Internet down

Thomasshaw84 — Sun, 30 Jun 2024 07:21:59 GMT

The WhatsApp channel is useless, it only directs me to Tobi who tells me to check the fault checker (which also does not work!).

Re: Betreff: Internet down

J0hann — Sun, 30 Jun 2024 09:04:42 GMT

Hello @Thomasshaw84,

TOBi also connects to my human colleaugues. Please ask him to connect to a customer support representative.

BR J0hann

Re: Betreff: Internet down

Thomasshaw84 — Sun, 30 Jun 2024 09:22:55 GMT

Hi Johan. Tobi does not, he directs me to the fault checker website (which is also down!!) and then closes the chat.
Please can you communicate on this situation?

on., I was so frustrated I went to the Vodafone store. They told me they could not help, they tried to call

customer services and could also not get through!!! I’m completely lost now and have no more patience or time to solve this issue. Please help

Re: Betreff: Internet down

J0hann — Sun, 30 Jun 2024 09:45:48 GMT

Hello @Thomasshaw84,

our technicians are aware of the fault checker and are working on it.

TOBi connecting to the fault checker is also a sign that we are still working on the return path.

LG J0hann

Betreff: Internet down

Thomasshaw84 — Sun, 30 Jun 2024 09:48:56 GMT

Yes I know this for 4 weeks -please ready my message. I was promised a 4g router but is has not been sent, instead I was sent a new wlan router that is useless. Why is no one listening to or understanding my issue?

Re: Betreff: Internet down

J0hann — Sun, 30 Jun 2024 10:07:51 GMT

Hey @Thomasshaw84,

I do understand the issue. To help, our service has to have a look into your customer account.

I am sorry, but contacting our customer service via one of these contact channels is the only way to get help with the issue.

BR J0hann

Betreff: Internet down

Thomasshaw84 — Sun, 30 Jun 2024 11:14:27 GMT

I’ve spent 3 hours on hold this weekend. Is there an email option? I’m not willing to waste any more time on hold, only to be hung up on.

Re: Betreff: Internet down

J0hann — Sun, 30 Jun 2024 11:23:49 GMT

Please try WhatsApp and just write "Kundenbetreuer" when TOBi asks any questions.

That should work.

BR J0hann

Re: Betreff: Internet down

Thomasshaw84 — Sun, 30 Jun 2024 13:43:45 GMT

Does not work, the chat channel is not available - and no one answers the phone (see attached) - it appears you are the only person who I can contact. I am totally stuck.

Re: Betreff: Internet down

D4vidP — Sun, 30 Jun 2024 14:04:33 GMT

Everything is fine. TOBi has told you that he will pass this on to the service team and that you just need to wait. You'll get an answer as soon as possible.

BR
D4vid

Betreff: Internet down

Thomasshaw84 — Mon, 01 Jul 2024 07:42:50 GMT

Hi David, I’ve been waiting 24 hours and have no reply on WhatsApp. Is everything fine? I also received a letter from Vodafone telling me I will be charged for the new wlan router they sent me (that I did not ask for!!) - if I do not immediately return it. What is going on?!

Betreff: Internet down

Thomasshaw84 — Fri, 19 Jul 2024 15:30:45 GMT

another three weeks later, the internet is not working still, and the 4g router I finally received does not work either so I’m completely without internet. The disturbance checker still says there is a return path issue for the cable, and there is a separate issue for mobile data now. Can someone help or advise what to do? Of course, Vodafone are still collecting a monthly payment. T