Thema "Router WiFi Doesn’t Connect after Moving to New Address Can’t Reach Assistance" in Störungen im Kabel-Netz

Router WiFi Doesn’t Connect after Moving to New Address Can’t Reach Assistance

joaodrumond — Thu, 07 Oct 2021 14:07:32 GMT

I recently moved into a new flat and communicated the move to Vodafone Kabel, who proactively sent me a new router for higher internet speed to be installed at the new location. I’ve been told that all I had to do was to plug it in myself at the new house. After a few hours without signal I called the support hotline. The lady did not speak English but ensured me that an English speaking colleague would get in touch shortly. The second colleague called me back and, after the situation was explained, I have been advised to let the router connected overnight since the process could still take some time. The next day the problem persisted and since then I have been unsucessfully trying to reach the support hotline. Most operators simply do not speak English and after saying “das ist eine deutschsprachige Hotline” refuse to proceed, some hang up the call when I try to make myself understood in my (poor) German, some transfer the call which eventually falls, some promise me a callback from an English speaker colleague which never happens. I cannot find a way of solving the issue and since I currently work from home this situation is very disruptive. Let alone the fact that I am still paying for a service I am not taking advantage of. Did someone here experience the same issue and would have any advice to share? Thank you!

Re: Router WiFi Doesn’t Connect after Moving to New Address Can’t Reach Assistance

Wallace — Fri, 08 Oct 2021 06:41:02 GMT

Hi joaodrumond,

welcome to our community.

I would be happy to take a look at your connection. Send me your customer data (name, address, customer number, birthday, current phone number) in a private message and then let me know here that you have sent the data.

Regards

Wallace

Re: Router WiFi Doesn’t Connect after Moving to New Address Can’t Reach Assistance

joaodrumond — Fri, 08 Oct 2021 20:09:34 GMT

Hi Wallace,

thanks a lot for your reply. I have sent you a private message with all the information requested.

my best,

Re: Router WiFi Doesn’t Connect after Moving to New Address Can’t Reach Assistance

Jens — Mon, 11 Oct 2021 11:38:02 GMT

Hello joaodrumond,

the connection at your new address has not yet been properly established by the cable router. Therefore, it does not work properly.

How long have you had the cable router connected to the antenna socket?

Is there an antenna socket with 2 or 3 connections?

Regards

Jens

Re: Router WiFi Doesn’t Connect after Moving to New Address Can’t Reach Assistance

joaodrumond — Tue, 12 Oct 2021 08:38:07 GMT

Hi Jens!

The router has been connected for approximately a week now. The internet LED is white and I found out I have an internet connection if I connect the router to my computer with a LAN cable. So this seems to be a problem with the WiFi connection. WiFi LED light is turned off and the network is not detectable on any device. Pressing the WiFi button doesn't have any effect. The socket has 3 connections and the cable is connected to the top one. Any clue of how we could solve this issue?

Thank you,

Re: Router WiFi Doesn’t Connect after Moving to New Address Can’t Reach Assistance

joaodrumond — Wed, 13 Oct 2021 11:21:43 GMT

One week later the problem still persists and I don’t have WiFi connection at home. Would anyone be able to support me here or should I keep trying my luck with the Vodafone phone hotline? Thank you!

Re: Router WiFi Doesn’t Connect after Moving to New Address Can’t Reach Assistance

pRo-Marco — Thu, 14 Oct 2021 12:42:02 GMT

Hi joaodrumond,

WiFi is not active. We can activate the option with 2,99€ a month, if you want. Instead of that, you can use an own router.

Kind regards

Marco

Re: Router WiFi Doesn’t Connect after Moving to New Address Can’t Reach Assistance

joaodrumond — Thu, 14 Oct 2021 14:24:23 GMT

Hi Marco,

Yes please, I would like to activate that option.
Can we proceed?

Thank you,
J

Re: Router WiFi Doesn’t Connect after Moving to New Address Can’t Reach Assistance

Moni_GK — Mon, 18 Oct 2021 08:26:06 GMT

Hello joaodrumond,

we have booked you the WLAN for 0 Euro. This will be active during the course of the day.

Greetings Moni

Re: Router WiFi Doesn’t Connect after Moving to New Address Can’t Reach Assistance

joaodrumond — Mon, 18 Oct 2021 12:21:30 GMT

Hi Moni,

Thank you, WLAN is working now!

Best,
J