Thema "Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE" in Störungen im Kabel-Netz

Internet keeps crushing regularly, @ sign is flashing - CH7466CE

OG_88 — Tue, 22 Jun 2021 09:39:09 GMT

Dear Vodafone,

We ordered a subscription of „eazy40” with a CH7466CE router on 22 of April 2021. Unfortunately your internet service has been very unreliable so far. There is a time, almost every day when the „@” starts flashing on the router and the internet cuts out and we often have to wait for many hours to be able to use the internet again. It happens completely randomly, making it very hard to work online. We have followed the steps recommended by your website: vodafone.de/kablestoerung, such as removing the power cord, wait, plug it back, removing the coax cable, reset the router etc, but none of these solved the issue permanently. Could you please help us investigate the situation and come up with a permanent solution? It is getting more and more frustrating.

I would send my customer data, I am just not sure where to.

Thank you in advance!

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

Jana478 — Tue, 22 Jun 2021 16:06:37 GMT

Hello OG_88,

we'd be happy to help you.

In which federal state do you live?

Many greetings

Jana

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

OG_88 — Thu, 24 Jun 2021 08:26:01 GMT

Dear Jana,

Thank you for your help. We live in Schleswig-Holstein.

Best regards,
OG

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

Moni_GK — Fri, 25 Jun 2021 09:31:31 GMT

Hello OG_88,

I’d like to take a look at the line. Please send me a PN with your customer data (name, address, customer number and date of birth).

Then please contact me again when you have sent me the data.

Greetings

Moni

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

OG_88 — Wed, 21 Jul 2021 12:40:38 GMT

Dear Moni,

Thank you for your help. I have sent you a PM with the required information.

Best regards,
OG_88

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

Claudia — Fri, 23 Jul 2021 05:07:32 GMT

Hello OG_88,

your modem is shown as offline for several hours right now, did you disconnect it or is there an outage right now? Did you replace the coaxial cable as well?

Kind regards,

Claudia

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

OG_88 — Fri, 23 Jul 2021 08:18:52 GMT

Dear Claudia,

Thank you for your help! No, both the power cord and the coaxial cable have been plugged in and there was no outage. We still don't have internet and the @ sign keeps flashing. Does that mean that the router itself is faulty? It is getting very frustrating since we need internet, to work from home.

OG_88

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

Claudia — Fri, 23 Jul 2021 09:43:41 GMT

Hello OG_88,

it might be the router or the line itself. I would like to send a technician that can check both. Can he access the house installation with your help? Can he call you under ***083 to make an appointment? Are there symptoms in your household that might be linked to Covid-19?

Kind regards,

Claudia

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

OG_88 — Fri, 23 Jul 2021 11:04:27 GMT

Dear Claudia,

Yes, you can reach us on that number. We don't have any symptoms related to Covid-19. We are looking forwards to hearing from you.

Best regards,
OG_88

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

OG_88 — Sat, 24 Jul 2021 09:12:33 GMT

Dear Claudia,

The internet came back yesterday, around 16 o'clock. We could enjoy it for a few hours then it crushed again. Since then, it hasn't come back. At the moment your service is very unreliable, certainly not what we are paying for. Is there any chance to get a compensation? We hope the technician will get in touch with us soon.

Thank you!

Best regards,
OG_88

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

Jana478 — Sat, 24 Jul 2021 12:27:01 GMT

Hello OG_88,

the technician is assigned, you will then be called for an appointment.

When your fault has been rectified, please contact us again and you will receive a credit for the period of the fault.

Many greetings

Jana

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

OG_88 — Sat, 07 Aug 2021 14:32:02 GMT

Dear Jana,

Thank you for your help. The technician was here on 27 of July but could't solve the problem. One thing is sure, the modem works properly. He said one of his colleagues would call us. Since then we haven't heard from them. Sometimes we have internet, sometimes we don't. Now it is out again for 3 days making it impossible to work from home. It is quite frustrating, this is really not the service we are paying for. Could you please ask the technicians to contact us again?

Best regards,
OG_88

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

Jens — Mon, 09 Aug 2021 16:13:32 GMT

Hey OG_88,

Unfortunately, there is currently an outage and further processing is therefore not possible.

I will take another ticket for you. When this is completed, please contact me again.

Regards

Jens

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

OG_88 — Fri, 13 Aug 2021 15:09:00 GMT

Dear Jens,

Do you know how long would the outage take? We are here without internet for a whole week now, nothing seems to change. We used off most of our mobile internet for the month. How long should we wait?

Thank you,
OG_88

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

Martin59 — Sun, 15 Aug 2021 07:48:14 GMT

Hello OG_88,

since other connections are working again, I would like to send you a technician.

Please send me a PN with a current mobile phone number, the info if you can access the house system and if there are signs of Covid-19.

After that please leave a short info here.

Best regards, Martin

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

OG_88 — Mon, 16 Aug 2021 06:37:48 GMT

Dear Martin,

I have sent you a PM. Please send the technician today (16.08) or on Wednesday (18.08) if possible. We are very unsatisfied with the service right now. We don't have internet for more than a week. We are paying for something we don't even get. We used up all our mobile data credits. I hope this time the new technician will be able to fix the problem because the one that came 3 weeks ago couldn't.

Best regards,
OG_88

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

Wallace — Tue, 17 Aug 2021 15:51:31 GMT

Hey,

the technician will get back to you soon. Please make sure you have access to the house system at the time of the appointment.

Regards

Wallace

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

OG_88 — Wed, 18 Aug 2021 06:42:36 GMT

Dear Wallace,

We expected the technician to come yesterday sometime between 17:00-20:00. At 17:20 we got a phone call from their manager, informing us that the problem we had didn't fall under their competency so their technician wouldn't come. We called the Vodafone Contact Center, where the customer service representative was not able to help but told us that someone would call us back between 19:00-19:59. That didn't happen either. We are here without internet for 1,5 weeks and we had problems with the service before that as well. We exchanged many messages and phone calls with the Vodafone Community but it seems it was worthless since the situation hasn't improved. At this point, we really have to consider filing a complaint. We would like to get what we ordered and what we are paying for.

Best regards,
OG_88

Betreff: Internet keeps crushing regularly, @ sign is flashing - CH7466CE

Claudia — Thu, 19 Aug 2021 11:43:00 GMT

Hello OG_88,

there was another appointment this noon where the technician replaced two distributors. Please test if your connection is better now.

Kind regards

Claudia