Thema "Re: My internet is not working" in Störungen im Kabel-Netz

My internet is not working

james8 — Sun, 18 Jul 2021 07:04:35 GMT

My internet has not been working since 17 July evening. I use the Vodafone router. The "phone" light on my router is blinking red. The internet, wifi and power lights are all white and on.

I followed the "auto" help on the website including reset of the router but it does not work.

Please help!

In which state do you live? Please also send the zip code. Berlin 10409
Which contract do you have? Internet
Which modem / router do you use? (eg Hitron) - Vodafone CGA4233DE
Do you use a loaner device from us or do you have your own device ? vodafone device
What is the error ? No internet
How is your terminal connected to the modem? WIRELESS INTERNET ACCESS
Which browser do you usually use? Chrome
Which operating system do you have on your computer? MacOS
Start and period of the disturbance 07/17 evening
Upload a screenshot of the signal values . You can find this in the user interface of your cable router via 192.168.0.1 or via 192.168.178.1 on the Fritzbox. - attached

Re: My internet is not working

Tobias — Mon, 19 Jul 2021 08:40:18 GMT

Hi @james8,

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: My internet is not working

james8 — Mon, 19 Jul 2021 09:39:17 GMT

Thank you for your response. I've sent a PM.

Re: My internet is not working

Tobias — Mon, 19 Jul 2021 12:54:57 GMT

Hey @james8,

well you also contacted my colleagues via twitter, they already told you there is a central problem. My colleagues are on it, its gonna take a bit, sorry.

Regards

Tobias

Re: My internet is not working

james8 — Mon, 19 Jul 2021 13:12:14 GMT

Hello. Considering it has been 2 days without internet and because it took over 24 hours to receive a response from any medium, I'm sure you'll understand why I had to resort to multiple channels.

Additionally, I hope it's understood that Vodafone isn't a charity that I donate to every month. You provide a service that I pay for which is bound by a contract, that is currently not being adhered to.

When I miss a payment, I'm in breach of my contract and my connection is cut. That makes sense.

When Vodafone fails to provide internet (for 2 days straight), where is the accountability?

Re: My internet is not working

Tobias — Tue, 20 Jul 2021 06:03:02 GMT

Hey,

i know your concerns, but we cant fix it sooner in that case. Also, its been a technical thing, it could be damaged or whatever 😕 Sorry for that.

Regards

Tobias