Thema "Re: No internet for the past 10 days" in Störungen im Kabel-Netz

No internet for the past 10 days

Akhter — Wed, 22 Dec 2021 09:39:22 GMT

Hello Vodafone team,

i do not have any internet for the past 10 days now. The internet got disonnected last Sunday 12th Dec and fro then it is not coming. I though it is because of removal of the bomb from the wedding area. I live in Togostr. I constantly receieve the below message when i try to check my cable connection

In Deiner Region gibt es eine zentrale Störung. Das tut uns leid. Wir arbeiten schon an einer Lösung.

Die Störung betrifft:Beeinträchtigung oder Ausfall mehrerer Dienste

Its amazing that in a country like Germany I am without internet for so long and the Vodafone service is so poor that they cannot resolve a service level issue for 10 days.

I should be refunded 10 days of money for no internet, i pay for the service which if not coming should be given back.

Let me know when this issue will be resolved. Its really frustrating.

Betreff: No internet for the past 10 days

Akhter — Wed, 22 Dec 2021 10:10:33 GMT

Just to add in I live in Berlin, Wedding 13351

Betreff: No internet for the past 10 days

Torsten — Wed, 22 Dec 2021 13:45:15 GMT

Please answer the questions from this thread so that it is easier to narrow down in advance. Incidentally, screenshots of your channel values are much easier to read than copy & paste the values.

I have moved your contribution to the cable fault board.

Betreff: No internet for the past 10 days

Akhter — Wed, 22 Dec 2021 19:12:26 GMT

In welchem Bundesland wohnst Du? Sende bitte auch die Postleitzahl
Answer: 13351, Berlin
Welchen Vertrag hast Du? (z.B. Internet + Telefon 100)
Answer: Kabel, internet
Welches Modem/ Router nutzt Du? (z.B. Hitron)
Answer: Its a vodafone cable modem. Photo is attached
Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?
Answer: it was provided by Vodafone
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
Answer: there is completely no internet, only a red light blinks. Photo attached
Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN)
Answer: both of them
Welchen Browser verwendest Du normalerweise? (z.B. Firefox)
Answer: Chrome and Firefox
Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows)
Answer: Windows and apple
Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend)
Answer: internet is not there since 12 Dec-2021
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.
Answer: Absolutely nothing can be done, no ping whatsoever
Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625 für Vodafone Kabel Deutschland bzw. 0221/46619100 für Vodafone West) durchgeführt?

Re: No internet for the past 10 days

pRo-Marco — Mon, 27 Dec 2021 08:24:03 GMT

Hi Akhter,

sorry for the issue I will prove the connection and then we will see, what we will do in the next step, okay?

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: No internet for the past 10 days

Akhter — Tue, 28 Dec 2021 10:06:05 GMT

Hello Marco,

I have sent you the private message with my details. Please take a look at this matter. My office work is disturbed a lot because of this unavailability of internet.

Best regards

Aadil

Re: No internet for the past 10 days

Claudia — Wed, 29 Dec 2021 20:30:46 GMT

Hello Aadil,

thank you for your PM. Unfortunately there has been a fire that destroyed a part of our equipment. Currently we are looking at which components need to be replaced. I created a task so you will be informed when the outage is over but I'm afraid it might take some time until everything works again :/. Do you have a mobile number from Vodafone, either with a contract or via CallYa? If yes, please send it in another PM and reply in this thread again, so we can check if we can give you data volume. The 50GB can be booked every 16 days.

Kind regards,

Claudia

Betreff: No internet for the past 10 days

Kherlen — Thu, 30 Dec 2021 05:12:38 GMT

Wow, 10 days without Internet? You should definitely sue the place. I know a case from my friend that they didn't provide internet service, but they charged for it anyway (it was Vodafone). So she got a lawyer and resolved the case. Imagine you have an online exam or an urgent meeting that you can't reschedule. You did not lose just 10 days, you lost 10 days that you cannot get it back. Imagine what you could have done during this time. You should definitely sue them.

Re: No internet for the past 10 days

Akhter — Thu, 30 Dec 2021 11:55:01 GMT

I have sent you a private message, But I fail to understand why is it taking so long to solve this issue. Can you give me an approximate time for it.

Re: No internet for the past 10 days

Tobias — Mon, 03 Jan 2022 10:45:10 GMT

Hi @Akhter,

sorry, but we cant book anything more, when you already got always on 😞 Sorry for that..

Regards

Tobias

Re: No internet for the past 10 days

Akhter — Mon, 03 Jan 2022 10:55:27 GMT

Hi Tobias,

I don't understand what you are saying. You cannot give me the extra 50gb data on my mobile number. How am I suppose to work then. Please let me know, its now more than 3 weeks that the internet is gone. If you cannot do anything then please end my contract. I cannot pay for not having any internet and I fail fathom that a company like Vodafone cannot solve this issue.

I would like an answer on this, if you cannot give me 50 gb data and cannot restore the internet then end my contract from this month.

Best regards

Aadil

Re: No internet for the past 10 days

Akhter — Mon, 03 Jan 2022 17:56:17 GMT

I just saw what you meant by Always on, i have got the 50 gb data which is what I wanted and now found out, it comes under Always on. Thank you for it. I hope the internet issue is resolved soon.

Re: No internet for the past 10 days

Akhter — Wed, 19 Jan 2022 11:35:59 GMT

Dear Vodafone team,

Its now more than one month and the internet issue is not resolved. On the mobile number I gave, once it was recharged for its normal monthly data the gigadepot and 'always on' are gone and now I am left with very less data. If the internet issue cannot be resolved in more than one month then I think you should provide unlimited data (atleast 50 to 100 mbps) to my mobile number till the time I don't get back my internet. Once it comes back put it back on the 40 Gb data scheme it is currently on.

I am dissapointed and astonished with the way this internet issue is moving.

I will look forward to your reply.

Best regards

Aadil

Re: No internet for the past 10 days

pRo-Marco — Fri, 21 Jan 2022 13:43:45 GMT

Hi Akhter,

the whole line is damaged with fire. It tooks it's time to fix that. We are really very sorry about that, but we are not able to speed it up

I'll aks our mobile collegues about more volume for your phone. So you can use it as a hotspot instead.

Kind regards

Marco