Thema "Re: Poor connection Vodafone Kabel" in Störungen im Kabel-Netz

Poor connection Vodafone Kabel

Biosagi — Mon, 04 Oct 2021 12:54:57 GMT

I recently opted for a Vodafone Kabel connection for my home in hamburg. My contract started on August 10th, 2021 and ever since my internet is very poor. I have the Kabel 1000MBits connection and I am the only person in the household. Whenever I do video calls with my husband, family or friends, the calls keep dropping and the person on the other end is not able to see my video clearly even for a minute. After a couple of minutes on the video call, it shows "poor connection" or "reconnecting" or I have to disconnect the call and reconnect. i tried all probable solutions that was provided on the online portal of vodafone and even tried to reach the customer care. however, they dont speak English and I dont speak/understand German. So, I have been living with this crap internet for the past months. Even when I emailed Vodafone, they wrote to me after 10 days!!!! I went to a nearby Vodafone store as well and seeked for help. But they could not help me out. The connection drops even if I am sitting next to the router.

Can you please provide some assistance with someone who can speak in English??!!

Very annoyed with Vodafone!!!

Re: Poor connection Vodafone Kabel

Moni_GK — Wed, 06 Oct 2021 09:03:18 GMT

Hello Biosagi,

I would be happy 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 here when you have sent me the data.

Best regards

Moni

Re: Poor connection Vodafone Kabel

Biosagi — Wed, 06 Oct 2021 09:15:16 GMT

Hi Moni,
i have sent my details to you privately. please look into this asap.

many thanks

Suda

Re: Poor connection Vodafone Kabel

Moni_GK — Thu, 07 Oct 2021 09:01:39 GMT

Hello Biosagi,

the line values directly at the connection are not OK.

A technician should take a look at this on site. Would that be okay for you?

Will the colleague come with you to the house installation? The cause seems to lie in our area of responsibility. In this case, the service is free of charge for you. If the technician does not find anyone at the agreed time, if there is a fault in his own cabling between the router and the antenna socket, or if he is unable to gain access, we will charge 99.50 € for the service.

Under which phone number can the colleague make an appointment with you?

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 endanger more people unnecessarily.

Greetings Moni

Re: Poor connection Vodafone Kabel

Biosagi — Thu, 07 Oct 2021 10:12:06 GMT

Hi Moni,

thanks for your reply. Yes you can reach me on my mobile phone number (please check your private message). However, I can only speak English and I do not have anyone who can help me with speaking to the customer service person in German. So, if your customer care guy can speak in English to fix an appointment, I would be happy. Else, you can also send me a list of available dates via email (also mentioned in your private message), and we can fix a date convenient for both of us.
Regarding the Corona situation: I am the only one living in the apartment and I have no symptoms. Also, I am fully vaccinated - if that helps!

Re: Poor connection Vodafone Kabel

Moni_GK — Thu, 07 Oct 2021 13:37:00 GMT

Hello Biosagi,

thank you for the answer. What about the access to the house system. This means the house connection amplifier. If you don't know where it is, please ask the house management.

Greetings Moni

Re: Poor connection Vodafone Kabel

Biosagi — Fri, 08 Oct 2021 05:30:59 GMT

Hi Moni,

I have the key to goto the Keller in my apartment and I can see the Telekom box. However, I do not have the key to that Telekom box. I checked with a couple of people in my apartment, they told me that Vodafone or other network operators usually have the access key to such boxes.

if you can let me know in advance what time and date your technician will visit me, I can inform my employer and take the home office option.

hope this helps!

Re: Poor connection Vodafone Kabel

Moni_GK — Fri, 08 Oct 2021 08:29:05 GMT

Hello Biosagi,

the technician is assigned for you. You will be called to make an appointment.

Greetings Moni

Re: Poor connection Vodafone Kabel

Biosagi — Fri, 08 Oct 2021 08:34:38 GMT

Hi Moni,

thanks. Hopefully the technician can talk to me in English to make an appointment.

Re: Poor connection Vodafone Kabel

Moni_GK — Fri, 08 Oct 2021 09:46:51 GMT

Hello Biosagi,

I have left that the appointment should be in English.

Greetings Moni

Re: Poor connection Vodafone Kabel

Biosagi — Fri, 08 Oct 2021 09:54:04 GMT

Great, thanks! I am looking forward to the appointment!

Re: Poor connection Vodafone Kabel

Biosagi — Thu, 28 Oct 2021 09:03:56 GMT

Hi Team,

the technician visited home two weeks back. he checked the router and said that speed is ok when connecting his device via LAN cable. He said Fritz box will be more suitable for me if I need to make video calls and stream HD online via wifi. So, I ordered a fritz box and been using it since 1.5 weeks. The trouble is still the same. The video calls keep dropping and we get "poor connection. video paused" or "reconnecting" every 5 mins. Added to this, I am having troubles to connect via vpn on my office laptop - even if I connect with the LAN cable. The connection keep dropping and it is impacting my work. I am a doctor and my work is impacted hugely because of your crappy internet service. Whats the point of paying more for the fritz box, if i have to deal with the same connectivity problems? Totally disapppointed with vodafone!!! Not a single day goes without complain ever since I got the connection two months back. I want this to be rectified properly atleast this time!!

Re: Poor connection Vodafone Kabel

Jana478 — Tue, 02 Nov 2021 10:50:23 GMT

Hello Biosagi,

Have you followed the tips from the technician to optimise the WLAN settings of the Fritzbox? For example, use separate SSIDs, 2.4 and 5 GHz.

He said that the problem probably only exists in the WLAN, which is very susceptible to interference.

Or are you currently also having problems with the LAN connection?

Many greetings

Jana

Re: Poor connection Vodafone Kabel

Biosagi — Wed, 03 Nov 2021 04:34:02 GMT

Hello Jana,

I tried optimizing the WLAN with different frequencies. the problem still exists.

connecting my laptop with cable (LAN) also makes the connection to drop.

I even tried whatsapp video calls/skype/zoom on my laptop with the LAN cable connected. the problem still exists.

Connecting my office laptop also drops the connection frequently (like every 2 mins I am reconnecting my VPN). Totally poor service from Vodafone!!

Re: Poor connection Vodafone Kabel

Wallace — Fri, 05 Nov 2021 13:14:38 GMT

Hi,

because I see no errors on the line I would like to exchange the router. Is that okay?

Regards

Wallace

Re: Poor connection Vodafone Kabel

Biosagi — Mon, 08 Nov 2021 08:19:13 GMT

Hi Team,

I would like to exchange the router provided the issue is fixed for real this time. Its been more than 2.5 months that I have been complaining about poor internet services at home. At first, the normal router that was sent by Vodafone was asked to be replaced with Fritzbox and now you are asking me to replace this >Fritzbox as well.

If the issue is not fixed this time, I would like to get the refund for paying for poor internet services from Vodafone and also cancel the contract.

Let me know how you would like to help me out.

Re: Poor connection Vodafone Kabel

Claudia — Wed, 10 Nov 2021 08:42:36 GMT

Hello Biosagi,

so shall we replace the Fritzbox as suggested or not?

Kind regards,

Claudia

Re: Poor connection Vodafone Kabel

Biosagi — Wed, 10 Nov 2021 08:46:26 GMT

My answer is on the first line of the previous reply.

Yes, you can replace the router provided the issue is fixed for real this time!!!

Suda

Re: Poor connection Vodafone Kabel

Tobias — Mon, 15 Nov 2021 13:30:05 GMT

Hi @Biosagi,

i swapped the device, it should receive you soon 🙂

Regards

Tobias