Thema "Re: Failed Cable Internet connection for over 2 weeks - Berlin" in Störungen im Kabel-Netz

Failed Cable Internet connection for over 2 weeks - Berlin

randomdude22 — Sat, 11 Dec 2021 14:38:23 GMT

For over 2 weeks now I have had significant disruptions to my Vodafone Cable connection. From 11/26 to 12/7 I had no internet whatsoever. Then, it was somewhat working (would be up for an hour, then down for 10 minutes, etc.) for 2 days. And now, again, since 9.12 the problem is back and my internet is intermittently working and then again not working.

In this entire time, I have had no voluntary notification of the issue from Vodafone. Only when I go online and try the so-called "Netz Assistant", do I find out that there is a " return path disturbance" problem, and it gives an arbitrary estimate of when it will be fixed (or none at all). Only problem is, that date continuously passes without resolution!

And when I called the fault hotline, I do not get any further information, only assurance that it will be fixed, and then a fault ticket is created that is then immediately closed as "known issue". And when I followup via email, I am told to post here.

I have conferred with my neighbors in my building who are also vodafone customers and they have the same problem and experiences. This is all very frustrating and extremely disruptive to my daily life!

So, I am left with the following requests / hopes that someone here can help:

Why is this problem taking so long to resolve and what is Vodafone doing to resolve it ASAP?
How come I am not notified proactively by Vodafone of such problems in this case?
Further, under the new TKG law ( https://www.bmwi.de/Redaktion/DE/Pressemitteilungen/2021/11/20211130-neues-telekommunikationsgesetz-tritt-am-1-dezember-in-kraft.html https: / /www.bmwi.de/Redaktion/DE/Schlaglichter-der-Wirtschaftspektiven/2021/09/05-im-fokus-auf-dem-weg-ins-gigabit-zeitalter.html ) , I believe I am entitled to compensation for this extraordinarily long disruption to my service. However, I have not received any communication or discussion of this from Vodafone. When and how will I be compensated / refunded?

Per the instructions, I've included the answers to the auxiliary information requested for fault reports below:

In which state do you live? 10245 Berlin
Which contract do you have? Red Internet & Phone 250 Cable
Which modem / router do you use? Vodafone Station (CGA4233DE) in Bridge Mode, using my own router for WiFi
Do you use a loaner device from us or do you have your own device ? own device for WiFi
What is the error ? No internet / intermittent internet
How is your terminal connected to the modem? LAN, ethernet cable
Start and period of the disturbance since November 26th
Which measures were carried out by the fault hotline (available at 0800-5266625 for Vodafone Kabel Deutschland or 0221/46619100 for Vodafone West)? None

Re: Failed Cable Internet connection for over 2 weeks - Berlin

Claudia — Thu, 16 Dec 2021 17:14:39 GMT

Hello randomdude22,

what's the current status, do you still have disconnects? If yes, I would like to have a look at your connection. Please send me a PM with the following details:

- your name

- the full address

- the customer number

- birth date of the contract owner

Leave a short reply with the date and time the problem occured the last time here in your thread.

Kind regards,

Claudia

Re: Failed Cable Internet connection for over 2 weeks - Berlin

randomdude22 — Fri, 17 Dec 2021 13:22:12 GMT

Hello Claudia,

Yes, I'm still seeing sporadic disconnects - most recently from 15.12 21:00 until 16.12 01:30.

Also, the vodafone "Netz Assistant" is still reporting an issue, now with a resolution date of 19.12 (but as I mentioned before, this keeps getting pushed back with no communication or meaningful update to me).

I have sent you a DM with the details you requested.

Thanks

Re: Failed Cable Internet connection for over 2 weeks - Berlin

pRo-Marco — Tue, 21 Dec 2021 08:35:26 GMT

Hi randomdude22,

the shown issue has nothing to do with disconnects. i can see a reboot on monday. There are no other disconnects this week. Does this happens only with WiFi or also LAN? Were there any more problems this week till now?

Kind regards

Marco

Re: Failed Cable Internet connection for over 2 weeks - Berlin

randomdude22 — Tue, 21 Dec 2021 18:35:27 GMT

Hello Marco,

Yes, the issue is still occurring intermittently - most recently, it occurred on 20.12 from 12:12 until 12:33. I may have rebooted my personal router then, however the modem was last restarted on 15.12 in the afternoon.

Also, even if the problem has been resolved now, it was broken for over 15 days in the past 30. I am still waiting to hear how I will be compensated/refunded for these previous failures?

Thanks

Betreff: Failed Cable Internet connection for over 2 weeks - Berlin

astaecke — Tue, 21 Dec 2021 18:42:56 GMT

I have the same problem here for month in Berlin 12165 - I can only work via hotspot now. I will cancel and go back to DSL - Vodafon is not able to fix this mess in Berlin

Cheers

Re: Failed Cable Internet connection for over 2 weeks - Berlin

Martin59 — Fri, 24 Dec 2021 13:58:36 GMT

Hello randomdude22,

I can offer you here with pleasure a credit to 50%, of the monthly basic amount for December.

Best regards, Martin

Re: Failed Cable Internet connection for over 2 weeks - Berlin

randomdude22 — Mon, 27 Dec 2021 11:44:03 GMT

Hello Martin,

That would be much appreciated. How will that credit be given to me and when can I expect to receive it? My December invoice has already been paid/collected by now.

THanks

Re: Failed Cable Internet connection for over 2 weeks - Berlin

ERFD — Wed, 29 Dec 2021 12:18:45 GMT

Hello randomdude22,

we will refund the amount on your customer account. This is then visible with the next invoice in March for you.

We wish you a happy new year.

Best regards Fred