Thema "Re: English Support needed - no internet for 13 days, customer support not helping" in Störungen im Kabel-Netz

English Support needed - no internet for 13 days, customer support not helping

jiehong — Thu, 26 Aug 2021 16:23:53 GMT

Hi,

I called the customer support, after following the network wizard, because I do not have internet anymore for the last 13 days.

They planned a technician call, but the technician refused to speak English, and hanged up. Then I got a SMS saying they couldn't reach me…

Then, calling the customer service ended up with many people telling me they do not speak English, and rudely hang up.

I then sent an email to vodafone, and they told me to request support in English here.

Here are the responses to the questions:

Which contract do you have? Internet + telephone 250
Which modem / router do you use? Modem CH7466CE
Do you use a loaner device from us or do you have your own device ? Device is from you.
What is the error ? The "@" led keeps on blinking forever, never getting a connection. Any ping, or http request fail for all device, on any operating system.
How is your terminal with the modem connected ? LAN or WIFI, same issue.
Which browser do you usually use? Unrelated to the browser, it's the modem itself. (but for completeness sake, Firefox, Safari mobile, Chrome. Same issue in all cases).
Which operating system do you have on your computer? Linux, iOS on the phone, Windows on laptop. Same issue in all of same.
Start and period of the disturbance. Start: 2021-08-14, End: still on going
Upload a screenshot of the signal values . See attached file.
Which measures were carried out by the fault hotline (available at 0800-5266625)? Power restart, power plug/unplug, cable plug / unplug, reset router to factory settings. Nothing helped.
In which state do you live? Bayern.

Re: English Support needed - no internet for 13 days, customer support not helping

pRo-Marco — Fri, 27 Aug 2021 06:33:27 GMT

Hi jiehong,

we are sorry about that Please send me your name, address, day of birth and customer number by PN. Please also let me know here if you have sent the message.

Kind regards

Marco

Re: English Support needed - no internet for 13 days, customer support not helping

jiehong — Fri, 27 Aug 2021 17:25:09 GMT

Hi Frame,

Thank you for your message.

I have sent you the required information by private message as requested.

Regards,

Re: English Support needed - no internet for 13 days, customer support not helping

pRo-Marco — Sat, 28 Aug 2021 08:20:07 GMT

Hi jiehong,

I would like to get a technician to come and look at it on site. When is the best time? The appointment windows are 8-11, 11-14, 14-17 or 17-20.

Is the house accessible?

Due to the current developments, we have to take certain precautions. Therefore, we need to know if there are any symptoms in your household that could be related to Covid-19. Of course we don't want to offend you, but on the other hand we don't want to put more people at risk unnecessarily.

Kind regards

Marco

Re: English Support needed - no internet for 13 days, customer support not helping

jiehong — Sat, 28 Aug 2021 10:11:13 GMT

Hi Frame,

The 17-20h window is the best, if possible.

I will be at the house at that time to assist the technician access areas of need.

There are no COVID-19 symptoms in the household, and we are all fully vaccinated.

On the day of the appointment, I will be alone at the house to further limit the risk.

Let me know which day.

Regards,

Re: English Support needed - no internet for 13 days, customer support not helping

Wallace — Mon, 30 Aug 2021 13:43:20 GMT

Hi jiehong,

the appointment is on Wednesday 01.09.21 between 17 and 20 o'clock. Earlier it was unfortunately not possible.

Regards

Wallace

Re: English Support needed - no internet for 13 days, customer support not helping

jiehong — Mon, 30 Aug 2021 18:07:31 GMT

Great, thank you

Re: English Support needed - no internet for 13 days, customer support not helping

jiehong — Wed, 01 Sep 2021 18:21:53 GMT

Hi,

I just waited from 16:30 to now (20:20) and nobody came, rang at my door or called.

Where is the technician?

The problem still persists. Can another appointment be actually made for Friday 17h to 20h?

Regards,

Re: English Support needed - no internet for 13 days, customer support not helping

Wallace — Thu, 02 Sep 2021 13:00:18 GMT

Hey,

the ticket has unfortunately been closed due to a system error. I have now set a new appointment for Friday 03.08 between 17 and 20 clock. Sorry for that.

Regards

Wallace

Re: English Support needed - no internet for 13 days, customer support not helping

jiehong — Sun, 12 Sep 2021 14:07:53 GMT

@Wallace

Eventually, a technician came, and told me that the cable inside my appartment has no signal. The cable must have been cut by one of my neighbors upstairs.

However, none of my neighbors accepted that the technician go into their house to check their cable socket or fix anything, and they also said they didn't touch anything.

So, this is not a great situation.

It is now clear that this cannot be fixed (and it hasn't fixed itself, as you can guess).

Would it be possible to convert my kabel contract with vodafone to a contract using the phone line instead?

If this is not possible, the only thing that would remain is for me to request the end of my contract, because of things outside my control, and outside vodafone's control…

Re: English Support needed - no internet for 13 days, customer support not helping

ERFD — Fri, 17 Sep 2021 10:02:17 GMT

Hello jiehong,

is there an administrator in the plant who can clarify this for you or mediate there? Without access, unfortunately, it goes no further.

Currently it takes a few days until we are back in the post 😞

Best regards Fred

Re: English Support needed - no internet for 13 days, customer support not helping

jiehong — Sat, 18 Sep 2021 17:50:00 GMT

@ERFD:

> is there an administrator in the plant who can clarify this for you or mediate there? Without access, unfortunately, it goes no further.

I tried with the hausmeister, but it is not going anywhere, unfortunately.

Is a contract change possible to use the phone line instead of the kabel?

Also, would it be possible to have a refund? I have no service for the past 1 month now…

Re: English Support needed - no internet for 13 days, customer support not helping

ERFD — Mon, 20 Sep 2021 12:53:32 GMT

Hello jiehong,

we have listed you the possibility to accelerate it. So far there was no response to my reply of 17.09.2021.

Best regards Fred

Re: English Support needed - no internet for 13 days, customer support not helping

jiehong — Tue, 21 Sep 2021 20:38:53 GMT

Hello @ERFD ,

On the 17.09, you said:

> is there an administrator in the plant who can clarify this for you or mediate there? Without access, unfortunately, it goes no further.

My appartment is not a plant, and there is no administrator. That is why I said I tried contacting the hausmeister, because I thought that what you meant by "administrator".

So this is not going any further at the moment.

Could you please clarify what is the next step?

I already have paid even though I get no internet service.

Again, can you answer my question: is it possible to convert my kabel contract into a ADSL contract via the phone line instead?

Best regards,

Re: English Support needed - no internet for 13 days, customer support not helping

Martin59 — Thu, 23 Sep 2021 14:55:57 GMT

Hello jiehong,

we have the feedback from the last technician that a collective appointment is needed so that a fault clearance can take place. Please contact your landlord in this regard so that he can assist you.

Best regards, Martin