Extremely poor internet speed: 3 weeks struggling with technica!! No help yet!!

[Vjsj]

Hi,

We are having extremly poor internet (0,1-0,5) mbps since 1 month. We had 16mbps DSL line which we changed to 100 mbps thinking it will be make the speed better. However since around 1 month we have internet speeds below 0,5 mbps. My husband and I dont speak very well German and since last three weeekends we are struggling to get someone help us. We have called the english speaking hotline, where only once or twice we got an English speaking personal. We also got a ticketTA number which was closed without the peoblem being resolved. When we requested the Technica if someone could visit our house, we were told we need to pay. We are paying almost 40 Euros for the internet which does not work and with a customer service where noone is willing to help us. We even visited the vodafone shop and we were told that DSL issues can be solved only by the hotline.
We would very much appreciate if someone can come back to us as early as possible.

[Andre]

Hey vsj,

im sorry that your landline is not performing as intended.
If you just get 1mbps instead of 100 this is most likely a configuration issue.

If my colleagues checked your dsl account and found no issue - its most likely a error on customersside (like f.e. wrong wlan configuration, firewallsettings etc.).
We can send an technician , if he finds no error (and cannot confirm your performance issues) there may be a charge for this appointment.

Please send me a private message with your customernumber, mobilenumber & the incident ticket (TA12345678).
I'll have a closer look into this.

To send me a private message, please click on my name/avatar. Then on the right side "Diesem Benutzer eine private Nachricht senden"

Best regards,
Andre

[Vjsj]

Hi, 

Thanks for reply, and sorry for delay.

I hope you dont find my answer offensive but I must say that I was blamed by everyone for having wrong configuration but it turns out that it was a network problem from vodafone.

Infact I was ready to pay for service should it be my fault, and when i tried to get the appointment i got a sms saying that it was issue from vodafone and the service person visit was cancelled. and rightly so after 3 weeks of persistance the performance was restored. 

Now my curious question is to vodafone and everyone going through same experience like I did is this:   

Would it not be fair that I should be compensated for every phone call/ sms and post on forum I had to write at rate of fixed 50 euros plus 10 euro for each 10 minute spent  on trying to solve the problem?

I say so because everytime i tried to explain the issue I was intimidated and told that i will have to pay above mentioned price if it was my  mistake, and I was repetedly told that it was my mistake. Now as it was misconfiguration from vodafone why not they be honest and pay me back the same rate i was required to pay ? 

If vodafone forum would have this level of customer care i would be it's customer for ever but ... .

Any how 3 week of lost mental peace and work can not come back, so i dont see any use of pursuing it further.

I am thankful that atleast someone tried to reply back even if it was just for blaming ...

Best 

vsj

[Andre]

Hey Vjsj,

im sorry - i did not want to blame the fault on you in anyway.

just from the information i had,  i had to assume that my colleagues did check your account . We only charge an technician appointment if the error is on customers side. From my point of view this is fair. Most appointments are free of charge anyway.

I offered to have a look into your account for a more detailed answer.
If you send me a private message with your customerinfo, i'll make an adjustment for time without a properly working landline.

Best regards,
Andre