Thema "Re: Is this really acceptable?" in Störungen im Kabel-Netz

Is this really acceptable?

nah — Wed, 02 Mar 2022 17:17:15 GMT

[EN]

For the last 2 years I've had to make regular calls to customer service with regards to weak internet performance complete service interruptions and other unexplained anomalies, all the while paying full price for a service that, up until a few months ago, never met expectiations.

Now here I am a few months later with a new problem and clearly looking at the störung thread I am not the only one. Due to extremely poor upload performance is my connectiong good for nothing but general browsing, and nobody at Vodafone seems to care at all that this problem exists. It is even incapable of maintaing a stable VPN connection. Asking tech support for a reason why is met with scripted dialog and a f*** you attitude. Yes my concerns have been noted: No they will not be investigated or followed up, and therefore closed when the problem is not reported again.

I expect at least one of 2 things;

1. A compensation amount relative to the amount of awful service and time I've wasted pursuing these issues.

2. An explanation for the issue, a timeframe for resolution, and account credit until the problem is solved.

I am at my wits end expecting a different outcome for each time I report an issue.

[DE]

In den letzten 2 Jahren musste ich regelmäßig den Kundendienst wegen schwacher Internetleistung, kompletter Serviceunterbrechungen und anderer unerklärlicher Anomalien anrufen, während ich den vollen Preis für einen Service zahlte, der bis vor ein paar Monaten nie den Erwartungen entsprach.

Jetzt, einige Monate später, stehe ich vor einem neuen Problem, und wenn man sich den Störungs-Thread ansieht, bin ich offensichtlich nicht der Einzige. Aufgrund der extrem schlechten Upload-Performance ist meine Verbindung für nichts anderes als allgemeines Surfen geeignet, und niemand bei Vodafone scheint sich für dieses Problem zu interessieren. Es ist nicht in der Lage, eine stabile VPN-Verbindung aufrechtzuerhalten. Wenn man den technischen Support nach dem Grund fragt, wird man mit geskripteten Dialogen und einer "F*** dich"-Haltung empfangen. Ja, meine Bedenken wurden zur Kenntnis genommen: Nein, sie werden nicht untersucht oder weiterverfolgt, und daher geschlossen, wenn das Problem nicht erneut gemeldet wird.

Ich erwarte mindestens eines von 2 Dingen;

1. Eine Entschädigung im Verhältnis zu dem miserablen Service und der Zeit, die ich mit der Verfolgung dieses Problems verschwendet habe.

2. Eine Erklärung für das Problem, einen Zeitrahmen für die Lösung und eine Kontogutschrift, bis das Problem gelöst ist.

Ich bin mit meinem Latein am Ende weil ich jedes Mal, wenn ich ein Problem melde, ein anderes Ergebnis erwarte.

Re: Is this really acceptable?

Jana478 — Thu, 03 Mar 2022 14:10:25 GMT

Hallo nah,

willkommen in unserem Forum.

Es tut mir sehr leid, dass Dein Anschluss nicht richtig funktioniert.

Beantworte bitte noch die Fragen aus diesem Beitrag. Dann haben wir schon einen ersten Überblick.

Wegen einer Gutschrift schauen wir dann gerne im Anschluss.

Viele Grüße Jana

Re: Is this really acceptable?

nah — Thu, 10 Mar 2022 17:10:19 GMT

Hallo Jana,

In welchem Bundesland wohnst Du?
- BW 79104
Welchen Vertrag hast Du?
- Play250/CableMax500
Welches Modem/ Router nutzt Du?
- Vodafone Station
Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?
- Leih-Gerät
Welcher Fehler tritt auf? Paket Loss, eingeschränkt Upload
- IPv4IPv6

Wie ist Dein Endgerät mit dem Modem verbunden?
- LAN
Welchen Browser verwendest Du normalerweise?
- FireFox (ist irrelevant)
Welches Betriebssystem hast Du auf Deinem Rechner?
- Win 10
Beginn und Zeitraum der Störung
- Aktuellesten seit Weihnachten
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.

Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625 für Vodafone Kabel Deutschland bzw. 0221/46619100 für Vodafone West) durchgeführt?
- Nichts. Der Techniker kam vorbei hat nichts gemacht nichts geklärt dann nach eine halbe Stunde in den Vodafone warteschleife, fährt los....

Vielen Dank im Voraus für Ihre Zeit

Nick H

Re: Is this really acceptable?

Tobias — Fri, 11 Mar 2022 18:20:06 GMT

Hi @nah,

ich kann mir gern mal den Anschluss anschauen 🙂 Schickst Du mir mal Deine Kundendaten (Kundennummer, Name, Adresse und Geburtsdatum vom Vertragsinhaber) via privater Nachricht?

Sag mir dann bitte im Beitrag Bescheid, wenn Du mir die Daten geschickt hast.

Tobias

Re: Is this really acceptable?

nah — Fri, 11 Mar 2022 21:03:29 GMT

Hi Tobias,

Ich habe es rausgeschickt

Regards,

Nick H

Re: Is this really acceptable?

nah — Wed, 16 Mar 2022 11:37:55 GMT

Still waiting for a reply

Re: Is this really acceptable?

nah — Wed, 16 Mar 2022 17:38:13 GMT

FYI The problem persits, in fact after last nights "maintenance" I would say it is worse today.

Re: Is this really acceptable?

nah — Sun, 20 Mar 2022 18:55:14 GMT

@Jana478 @Tobias

Still waiting for an answer

Re: Is this really acceptable?

MariaK — Fri, 25 Mar 2022 11:47:56 GMT

Hello nah,

I looked into your customer account and saw that in the last ticket it says that the 2.4 GHz and 5 GHz WLAN should be separated. Have you already done this?

Many greetings,

Maria

Re: Is this really acceptable?

nah — Mon, 28 Mar 2022 18:52:13 GMT

Hello @MariaK

Seperated how?

My understanding is that they are seperate as they work on seperate wavelengths.

The problem has nothing to do with WLAN. The problem, which is very much a common one, lies beyond my home Network. It is affecting my free time as well as my work as the network is unstable 24/7, with recorded Latency upto but not limited to 2000ms.

Today for example Maximums of 400 - 2000 ms.

The last Ticket I submitted the Person on the other end of the phone wasn't interested in listening to my explanations of how a previous Technician visit ended with the Technician telling me there was nothing he could do.

I am fully aware that either Vodafone is either not comitted to fixing this issue or is unable to do so, and I am tired of pursuing this matter.

Can you tell me wether I will recieve compensation for Vodafones failing to provide the service they are contracted to, and if this will apply going forward until the issue is fixed?

Best Regards

Nick

Re: Is this really acceptable?

nah — Thu, 31 Mar 2022 13:04:18 GMT

Another 3 days without an answer, and yet another support ticket closed without resolution. At least here I don't have the attitude presented by the telephone staff.

I'm sure I don't need to remind you that I have a right to reduced costs due to bad service. Am I able to recieve the help I am looking for from here? Or are you just offering me the same string along as the staff in the call centre?

I understand that Vodafone has addressed the issue without a timeframe for solving it. It is however not my fault that Vodafone continues with aggressive Marketing campaigns knowing full well they don't have the capacity to provide the services that they offer.

If you are unable/unwilling to meet the rights I am allowed under law. I would ask that you take me through the proper procedure to cancel my contract under the rights afforded to me in the TKG.

I am tired of this bull***.

regards,

Nick

Re: Is this really acceptable?

nah — Thu, 31 Mar 2022 20:29:55 GMT

Another 3 days without an answer.

Are you able to help me here or not?

I have had enough of wasting my time with this company, unwilling to own up to their failings stringing me along to wring every bit of cash they can out of me.

I know waht the problem is, so when can I expect it to be solved?

I am aware of my rights as defined under the TKG, including lower bills for inadequate service as well as the right to terminate through unfullfilment of the contract.

If you are unable/unwilling to help me with one, then at least help me complete the other.

Nick

Re: Is this really acceptable?

LukePog — Sat, 02 Apr 2022 09:34:06 GMT

Hey nah,
i have recorded everything and given it again to our technical department. Please be patient. We are on it.

Re: Is this really acceptable?

R4mona — Wed, 06 Apr 2022 09:21:25 GMT

Hi nah,

since we process our incoming requests chronologically, it may take a little while until you get a response from us.

I have just looked into your customer account. I saw that a ticket was recorded for you again on 02.04.2022.

Have you received any feedback on this?

Kind regards

R4mona

Re: Is this really acceptable?

nah — Tue, 19 Apr 2022 15:59:11 GMT

Hi @R4mona,

the situation is still the same.

I have recieved compensation for this months bill, this doesnt however cover the rest of the time, I was also informed that it won't be applied going forward without written complaint.

I would like to say the problem has become a little better but it appears now that the severity dependant from day to day, some days the spikes are less frequent/massive, others not so with measured pings above 300ms

best regards,

Nick H

Re: Is this really acceptable?

R4mona — Fri, 22 Apr 2022 08:19:25 GMT

Hey nah,

Thank you for your message.

I have seen in your customer account that a new ticket was added on 19.04.2022. According to our internal technology, you are affected by a workload.

In order to resolve this in the long term, we are performing a node split. This is a complicated operation, which may also require civil engineering. For this, we need good planning and many approvals.

Unfortunately, I can't see a date for your region.

Kind regards

R4mona

Re: Is this really acceptable?

nah — Tue, 26 Apr 2022 18:58:23 GMT

Hi @R4mona ,

Thanks for the information, I appreciate the clear cut answer.

What does this mean for my contract however?

I'm afraid if I am made to pay full price for this service until the problem is solved that I will seek legal guidance.

I have already informed myself of my rights involving poor internet service including the immediate reduction in contract fees per month per issue.

These rights have been, until now, only once honoured from Vodafone, I expect this to be corrected and continued for the duration of the issue.

Not having a strong enough network to provide the contracted service is not my problem, and while I understand the issue, I am not understanding of the issue.

regards,

NickH

Re: Is this really acceptable?

MariaK — Thu, 28 Apr 2022 10:32:37 GMT

Hello nah,

I sent you a DM about this.

Many greetings,

Maria