Thema "Re: Wifi not working" in Störungen im Kabel-Netz

Wifi not working

ks27 — Fri, 11 Feb 2022 09:21:54 GMT

Hello,

I have a cable 250 subscription and as of today wifi not working. The light for wifi is not on and I am not sure if something broken with router or its a configuration issue. Again it was ok till yesterday and in the morning I saw wifi not working so I need to connect with cable.

Could you please check what is wrong with my internet?

Edit: @ks27 Moved to the correct board. Best regards Kurtler

Betreff: Wifi not working

ks27 — Fri, 11 Feb 2022 13:39:14 GMT

This is not a technical issue with modem or line, all working fine. The issue is although I have cable250 tariff with vodafone station including WLAN, I needed to add option WLAN to my tariff to have wifi working again. Previously, I have been told If I get cable 250, I don't need to pay separately for wifi, now I am not sure why the situation has changed. Could you please check and fix the issue with my tariff?

Re: Wifi not working

Tobias — Tue, 15 Feb 2022 09:25:36 GMT

Hi @ks27,

does it work again? Option "wifi" is activated, it should work.

Regards

Tobias

Re: Wifi not working

ks27 — Tue, 15 Feb 2022 09:37:12 GMT

Hi,
yes, It's activated again but now I need to pay 2.99 euro for it every month. Since I have cable 250 with WLAN option, it should be free. Could you please fix this problem?

Re: Wifi not working

Nancy — Sat, 19 Feb 2022 07:58:07 GMT

Hello ks27,

I have looked at it. Since you no longer wanted the Wi-Fi option, it was cancelled. At your request, it was booked again.

Best regards

Nancy

Re: Wifi not working

ks27 — Sat, 19 Feb 2022 09:06:46 GMT

Hello,

It was added again because my wifi did not work when it's canceled. I opened the ticket because of that. Could you please check again why I need to add a separate wifi option to have wifi, although I have cable 250 subscription?

Re: Wifi not working

ks27 — Mon, 21 Feb 2022 16:23:05 GMT

Hello,

I am a Vodafone Cable 250 subscriber, with a Vodafone station including a WLAN router. However, the WiFi option WLAN isn't free and I'm still paying for it. Could you please fix it?

Community team: Added new thread to existing one, changed title

Re: Wifi not working

Stephan — Tue, 22 Feb 2022 19:05:55 GMT

Hi ks27,

usually this option costs 2,99 Euro per month. In your old tariff you had this option for 2,- Euro per month.

Since you canceled this option yourself and then ordered it again later, this option is still subject to charges at the current conditions.

Regards

Stephan

Re: Wifi not working

ks27 — Tue, 22 Feb 2022 20:47:23 GMT

Hello Stephan,

Unfortunately, there is some incorrect information in this response. First of all, I had this option in my old tariff because it was needed but I have clearly discussed when switching to cable 250 I won't need this option and wifi will work. (Since the wifi option is free with Vodafone Station inkl. WLAN).

Secondly, I did not cancel the old option myself but I also don't know how it was canceled. Simply one-day wifi was not working, and the only solution suggested to me was adding this option back for 2.99. (that is why I opened this ticket). Now, could you please answer these questions and offer me a solution;

Is wifi option free with cable 250 tariff with router Vodafone Station inkl. WLAN?
If yes why do I need to pay wifi option separately?
If I don't have to pay and cancel this option, will my wifi be disabled again?

Thank you.

Re: Wifi not working

Lars — Thu, 24 Feb 2022 18:12:00 GMT

Hi ks27,

the cancellation of the WLAN option was confirmed to you by e-mail on 13.01.22 with effect from 11.02.22. The order confirmation for the rate change to the 250 rate does not mention a WLAN option. It is also not part of your tariff. If you cancel the option again, it will be deactivated again.

Best regards

Lars

Re: Wifi not working

ks27 — Thu, 24 Feb 2022 20:40:30 GMT

Hi,

Just to explain one more time, I did not cancel the wifi option but it's said by your colleague that I won't need it with new tariff. Also please show me where in the email on the 13th, it stated that the wifi option is disabled and will be deactivated in 1 month? No such information is there, I just learn those now from your response.

Again when I was switching to new tariff, it clearly stated that cable 250 has free wifi option and won't need to pay separately(this text should be in the history of the chat). Can you please clarify this information, if cable 250 with vodafone station has a free wifi option or it should be paid separately? For example, if I was switching to this tariff now, will I need option wlan separately and pay for it?

Re: Wifi not working

Stephan — Mon, 28 Feb 2022 09:53:26 GMT

Hi ks27,

you got a written confirmation that the wifi option is cancelled to 11 February.

This confirmation was sent to you on 13 January. You can also find a copy of this document in your customer portal.

In your tariff change confirmation is not stated that this option is for free.

Regards

Stephan

Re: Wifi not working

ks27 — Mon, 28 Feb 2022 10:38:28 GMT

Hi,

>In your tariff change confirmation is not stated that this option is for free.

If that is a mistake, then it's done by your colleague to not put it there. Because I have been told that this tariff comes with free wifi option and I don't have to pay it separately. This should be in our chat history, could you please check that. I am very disappointed to have all this conversation for something, so simple to prove.

Just asking again: Does not cable 250 tariff come with free wifi option? if yes; why do we have this conversation and not just fix the issue? if not; why I get incorrect information during my upgrade to cable 250 about I would need to pay separately for having wifi?

Re: Wifi not working

Thomas — Tue, 01 Mar 2022 14:49:15 GMT

Hi ks27,

the option is not listed in the order confirmation because you cancelled it in advance. Therefore, it was no longer booked in the first place. If it is booked later, it will be subject to charges.

Regards

Thomas

Re: Wifi not working

ks27 — Tue, 01 Mar 2022 15:46:53 GMT

Hi,

This is not an answer to my question. The question was:

Does cable 250 tariffs come with a free wifi option? if yes; why do we have this conversation and not just fix the issue? if not; why did I get incorrect information during my upgrade to cable 250 about I would need to pay separately for having wifi?

By the way, wifi option still advertised as free on the chat, check the link.

Re: Wifi not working

Tina — Wed, 02 Mar 2022 18:46:17 GMT

Hello ks27,

the option is not included free of charge. Unfortunately, I can't make any statement about the call. I can't understand it. Assumptions don't get us anywhere.

The current promotion only applies to new contracts.

Best regards

Tina

Re: Wifi not working

ks27 — Wed, 02 Mar 2022 20:56:10 GMT

Hi @Tina ,
>The current promotion only applies to new contracts.

What do you mean by this? Because I have a new contract too.

Re: Wifi not working

Tina — Thu, 03 Mar 2022 14:41:32 GMT

Hello ks27,

this is an promotion for new customer. You have made a tariff change.

Best regards

Tina