Thema "Re: Internet connection problems" in Störungen im Kabel-Netz

Internet connection problems

at3 — Mon, 04 Apr 2022 10:06:47 GMT

Hi,

In the last 48 hours, my internt connection has gone down 14 times. Every time it goes down I have to restart the router. I have already reset the router to factory settings too. The vodafone.de/netz-assistent/chatbot tells me there is a return path disturbance. Please look into this.

Thank you, and best regards

Re: Internet connection problems

ERFD — Tue, 05 Apr 2022 13:37:47 GMT

Hello at3,

welcome to the community 🙂

I'm sorry that your connection went down so often. Were your colleagues able to fix the problem in the return channel in the meantime or is it necessary for us to take a closer look? Please send us the customer number, name incl. address and date of birth of the contract holder via private message.

Write here briefly when the data has been sent.

Regards Fred

Re: Internet connection problems

at3 — Tue, 05 Apr 2022 15:13:26 GMT

Thank you for getting back to me! PM sent.

Re: Internet connection problems

ERFD — Wed, 06 Apr 2022 14:33:44 GMT

Hello at3,

the colleagues have closed the orders yesterday afternoon and solved the problem. Is your connection more stable now or is it still bad?

Regards Fred

Re: Internet connection problems

at3 — Thu, 07 Apr 2022 08:47:09 GMT

It's still not working properly. This last night (from 6th to 7th April) the internet connection went down at 1:55am and back up at 2:01am (because I restarted the router), then down at 2:46am and back up at 3:08am (I restarted the router), then down at 3:40am and back up at 9:13am (I restarted the router). In the last 12 hours, the connection has spent almost 100% time being down. Looking back further, it also went down twice between 6pm and 10pm in the 6th of April and it only started working in both cases because I restarted the router.

Re: Internet connection problems

at3 — Thu, 07 Apr 2022 08:50:35 GMT

In fact, you can check all the failures I've had in just the last two days in the attachment. Every single red line is a failure where I have to restart the router for it to start working again.

Re: Internet connection problems

Moni_GK — Fri, 08 Apr 2022 09:52:20 GMT

Hey,

the errors directly at the connection are much too high here.

A technician will have to visit you.

Do you agree?

Then I just need the answers to three questions.

1. under which phone number can the technician reach you?

2. it is important that the technician has access to the house system. Can you ensure this?

3. did people in your household experience symptoms in the last 14 days that could be related to Covid-19?

The service is also free of charge for you. Only if the technician does not find anyone at the agreed date, the fault is in the own wiring between router and antenna socket or in the own devices or if he does not get access, we charge 99,50 € for the service.

Greetings Moni

Re: Internet connection problems

at3 — Fri, 08 Apr 2022 13:15:23 GMT

Thank you for getting back to me.

PM sent.

Re: Internet connection problems

Claudia — Sun, 10 Apr 2022 07:05:34 GMT

Hello at3,

thank you. You will be contacted by the technician to make the appointment in the next few days.

Kind regards,

Claudia