Thema "Cable Internet problems since mid December!" in Störungen im Kabel-Netz

Cable Internet problems since mid December!

AQ123 — Fri, 14 Jan 2022 11:25:50 GMT

It looks like VF has endless problems in my area for over a year! A few months back, there was no internet for almost a week, before that there was internet speed issue that lasted for months, and now since mid-December the internet connectivity is intermittent again due to return path error for which there is no resolution date. Maybe VF should just make their internet free for everyone whoever is willing to go through all the hassle.

Anyway, so there is return path error since 17th December. Some days the internet speed is slow, other days it just doesn't connect, and some other days it just keeps connecting and disconnecting every half an hour.

Can someone from VF please get in touch with me with a resolution? I can provide my ticket numbers, etc.

I believe under the new laws since December, VF is obliged to provide compensation to the customers impacted by impaired services.

Re: Cable Internet problems since mid December!

Claudia — Mon, 17 Jan 2022 12:36:44 GMT

Hello AQ123,

please send me a private message that contains your customer number, the name and birth date of the contract owner and the complete address. Reply here again after you sent the PM and send us a speedtest you made via ethernet cable.

300hamburg, für Deinen Kommentar erhältst Du die erste Verwarnung. Bei weiteren Verstößen gegen die Netiquette und Forenregeln erfolgt die Sperrung Deines Community-Accounts.

Kind regards

Claudia

Cable Internet problems since mid December!

pRo-Marco — Wed, 19 Jan 2022 10:23:27 GMT

Hi AQ123

Please excuse the inconvenience. Here is definitely a disruptor reason for the problems. There are significant error rates. However, I also can't explain why so many new tickets were created for it and closed again. Currently, various connections are being checked to find out the exact cause of the fault. The next appointment is on 21.01.

Do you have a Vodafone SIM that we can book data volume on to bridge the gap?

Kind regards

Marco

Re: Cable Internet problems since mid December!

AQ123 — Wed, 19 Jan 2022 15:16:45 GMT

@pRo-Marco I sent a PM to @Claudia with the details. I'm not sure if you had a chance to look at that.

I have a VF SIM, but it doesn't make sense for me to get additional data volume on that. I can't turn my phone into a hotspot all the time and also when I'd be on a call, the hotspot wouldn't quite work. Also my home automation devices wouldn't work with a hotspot, so having additional volume on my VF SIM isn't really a good option.

Are you not able to provide the VF Gigacube to the affected customers until the cable issues are fixed?

Re: Cable Internet problems since mid December!

Jana478 — Fri, 21 Jan 2022 16:52:13 GMT

Hello AQ123,

unfortunately we cannot provide a Giga-Cube. We only have the option of booking data volume.

I am very sorry, I can well understand your frustration.

Unfortunately, there are always problems with access to the individual systems, which is why it takes so long. But our technicians are still working on it.

Many greetings

Jana

Re: Cable Internet problems since mid December!

AQ123 — Mon, 24 Jan 2022 12:09:10 GMT

@Jana478 The issue is unfortunately still not resolved. The last estimated date for correction was 21st Jan, but I guess the technicians have not been able to rectify the fault yet as the ticket now shows again that there is no estimated time for rectification of the fault.

Since giga cube is not an option and having extra volume on VF doesn't make sense, I expect VF to compensate in the bill for the duration of the fault (already going on for months) and until it is resolved. If the issues continue, I'd unfortunately have to go for extraordinary termination of the contract and switch to another provider.

Re: Cable Internet problems since mid December!

Wallace — Wed, 26 Jan 2022 08:08:49 GMT

Hi AQ123,

For troubleshooting, our technicians have to check 11 objects and some of them were not accessible until now.

As soon as the fault has been rectified, we will of course be happy to give you a corresponding credit note.

Reagrds

Wallace

Re: Cable Internet problems since mid December!

AQ123 — Fri, 04 Feb 2022 11:56:39 GMT

Hello, it looks like the internet issue is finally resolved (at least for now and hopefully won't happen again). I wait for VF now to post the appropriate compensation to my account for the duration these issues have existed.

Re: Cable Internet problems since mid December!

Wallace — Mon, 14 Feb 2022 20:42:44 GMT

Hi,

Our technicians are currently still in the process of eliminating the problem. Unfortunately, I can't give you a time schedule.

Regards

Wallace

Re: Cable Internet problems since mid December!

AQ123 — Wed, 09 Mar 2022 12:04:19 GMT

@Wallace now that the issues are resolved, can you please post the relevant credit for service disruption to my account?

Re: Cable Internet problems since mid December!

Wallace — Wed, 09 Mar 2022 14:57:06 GMT

Hi AQ123,

the work is not yet finalized. I have recorded a ticket for you again.

Regards

Wallace

Re: Cable Internet problems since mid December!

AQ123 — Thu, 10 Mar 2022 13:34:48 GMT

@Wallace why do the existing tickets keep getting closed though if the problem is not resolved?

Re: Cable Internet problems since mid December!

Wallace — Thu, 10 Mar 2022 14:55:09 GMT

Hi,

the current ticket remains open.

Regards

Wallace

Re: Cable Internet problems since mid December!

AQ123 — Mon, 21 Mar 2022 10:48:25 GMT

@Wallace is the issue resolved now? I see that the new ticket has also been closed.

Re: Cable Internet problems since mid December!

Claudia — Tue, 22 Mar 2022 15:14:51 GMT

Hello AQ123,

according to the colleagues the problems shouldn't occur anymore. Did you have any trouble with your connection in the last few days? If yes, please send a speedtest you made via ethernet for speed issues or a time stamp from the last disconnect of the ethernet connection.

Kind regards,

Claudia

Re: Cable Internet problems since mid December!

AQ123 — Tue, 22 Mar 2022 21:54:12 GMT

@Claudia it is working ok now. If I face any issues, I'll collect the speed data or the timestamp of disconnection and provide it to you.

Can you please post the relevant credit to my account for the service disruption for the last several months as per the message exchange with other moderators in this thread?

Re: Cable Internet problems since mid December!

Wallace — Thu, 24 Mar 2022 13:43:50 GMT

Hi AQ123,

I have the credit in the system and it will be on one of the next two invoices.

Is it okay if I close the thread with this?

Regards

Wallace

Re: Cable Internet problems since mid December!

AQ123 — Thu, 24 Mar 2022 13:59:57 GMT

@Wallace yes it can be closed, thank you!

Re: Cable Internet problems since mid December!

AQ123 — Fri, 25 Mar 2022 13:50:55 GMT

@Wallace everything was fine for a couple of days and now there are issues again since last night.

The internet completely went away last night at 20:05 and did not come back until this morning. I tried to register a complaint and the NetAssistant gave me this message "An Deinem Anschluss liegt eine sogenannte Rückwegstörung vor, die Deine Internet- und Telefon-Verbindung einschränken kann. Falls nötig, lass bitte unseren Techniker Deinen Anschluss prüfen. Die Störung beheben wir so schnell wie möglich. Vielen Dank. Du kannst Deinen Anschluss voraussichtlich ab 25.03.2022 21:00 wieder fehlerfrei nutzen."

Today again, the internet went away completely at 12:46, and it has still not come back.

Re: Cable Internet problems since mid December!

Claudia — Fri, 25 Mar 2022 15:59:31 GMT

Hello AQ123,

too bad the problem occurs again :/. The task for the return path disrupter was already closed and your modem is online for two hours. Did your Internet connection come back now?

Kind regards,

Claudia