Thema "Betreff: Please create a technical ticket for me" in Störungen im Kabel-Netz

Please create a technical ticket for me

erichfro — Tue, 28 Sep 2021 20:35:12 GMT

Hi,

Now it is 3 full days that my flat is cut from the internet. Since Sunday morning 26.09.2021. I've tried restarting the router, resetting it factory settings (all according to the troubleshooting steps on the Vodafone website), tried calling the support hotline to report the issue and raise a technical ticket, but was advised by the bot to restart the router (again? After factory reset?). No other channels of contact with any technical staff are possible now, so I can't even check if there is an infrastructure issue on my street or the router is just dead once of a sudden.

Therefore, I would like to use this only option (Vodafone community) to address my issue and have a technical ticket raised on my behalf. Also, I would like to use this opportunity to record the fact that I am reporting the issue and use it against Vodafone's next invoice when they try to charge me a full price for the "service". This post will also serve as proof of me reporting the issue and count the days to see how much the discount should be.
@Moderator, please note that the screenshot of this post has been taken as well as the source code of the page with this post, so deleting the post is not an option 🙂 Thank you 😉

Betreff: Please create a technical ticket for me

reneromann — Tue, 28 Sep 2021 23:59:56 GMT

This forum is a customers-help-customers forum - not a place to create technical tickets.

In order to create a technical ticket, you'll need to call the support hotline and ask them to open a ticket (obviously in German language, as German is sole contractual language).

Betreff: Please create a technical ticket for me

md8 — Wed, 29 Sep 2021 07:52:29 GMT

Hello, We have similar situation here in Puchheim with a complete cutout since Saturday 25.09 morning. offcourse we have gone through the Netz-Assistenz guidance which turned out to be useless. Extremely frustating situation. I advise you to call up :0800 526 66 25 and use some standard translated sentence regarding your problem + your Kd. Nr. to log a ticket. Atleast by that they can count how many of us are severely impacted without any promise to fix the issue in short term.

Betreff: Please create a technical ticket for me

CliveVII — Wed, 29 Sep 2021 08:11:25 GMT

I've also had serious problems with the support hotline, you'll just have to try again and again until you get lucky and can talk to a person

Betreff: Please create a technical ticket for me

MasterScorpion — Wed, 29 Sep 2021 08:55:51 GMT

Theses questions are still open.

Invoice - automatic system that doesnt care and will screw you over.

Betreff: Please create a technical ticket for me

erichfro — Wed, 29 Sep 2021 14:46:55 GMT

Not sure if that is completely true, as there are moderators that get private messages and handle stuff. One of them helped me the other day to resend the activation code by post, which I doubt that any other customer would be able to do 🙂 And German is not a big problem for me in this case - the problem (as stated) is the inability to reach a person in the hotline (only bot), meaning I can't create a technical ticket (obviously).

Betreff: Please create a technical ticket for me

erichfro — Wed, 29 Sep 2021 15:02:32 GMT

In welchem Bundesland wohnst Du? Sende bitte auch die Postleitzahl 80686
Welchen Vertrag hast Du? (z.B. Internet + Telefon 100) Internet + Telefon 100
Welches Modem/ Router nutzt Du? (z.B. Hitron) SagemCom FAST 5460
Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät? Leih-Gerät
Welcher Fehler tritt auf? (Geschwindigkeit zu gering; Packetloss) Schicke dazu auch Screenshots von Speedtests (mit Datum und Uhrzeit) und Tracerts/ Pingplotter-Messungen bei Packetloss oder Ping-Problemen No internet (request timeout)
Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN) LAN
Welchen Browser verwendest Du normalerweise? (z.B. Firefox) Chrome, Safari, Brave
Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows) MacOS, Windows, Android
Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend) 26.09.2021 (morning)
Lade dazu noch einen Screenshot von den Signalwerten hoch. Diese findest Du in der Benutzeroberfläche Deines Kabelrouters über 192.168.0.1 bzw. über 192.168.178.1 bei der Fritzbox. keine Anmeldung möglich
Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625 für Vodafone Kabel Deutschland bzw. 0221/46619100 für Vodafone West) durchgeführt? Nichts

Re: Please create a technical ticket for me

pRo-Marco — Fri, 01 Oct 2021 06:19:17 GMT

Hi erichfro,

since yesterday there is a ticket to replace the modem. Please give us a feedback, if the new device works, else we will send a techncian.

Kind regards

Marco