Cable Modem Reboots Daily After Firmware Update!

[SnirG]

Dear Support, 

Last May my cable modem was rebooted on a daily basis, until I contacted you, & you sent me a new one, with an older firmware version (01.01.117.01.EURO). 

A few days ago, I noticed that its firmware was updated, since its Web UI bugs were solved (now it has version 01.02.037.09.EURO.PC20). 

Today the same problem started again, leaving me without Internet for about 30 minutes! 

Do you think there's a need for a technician to come to fix it once & for all, or you prefer to send me another modem with an old firmware (or maybe you can downgrade my modem)? 

[SnirG]

Hi Moni, 

So maybe we should schedule a technician, or involve other department/senior support for this issue? 

I don't think that sending a modem every 3 months is wise... 

[Jens]

Hey SnirG,

there are no issues to the signal. We see only reboots from the cablerouter. Therefore we offer you the exchange.

If you want a technician, it can cost 99,50€ in the worst case Should it be determined on site that it is up to us, the assignment is free of charge. If something in your sphere of influence should be determined, it can just cost something.

Regards

Jens

[SnirG]

Hi Jens, 

OK, just send me a new modem. 

If you have a different type/brand, I think it's worth trying it. 

[Martin59]

Hello SnirG,

I have just set up the exchange. You will receive the new router within the next 3-5 days.

When you receive it, connect it as usual and send us the old router back. We have no bearing on which device you will receive.

Best regards, Martin

[SnirG]

Hello Martin, 

The new modem that you sent was working fine, even after a firmware update, which happened about a month ago, & since then it didn't reboot until 2 nights ago. 

I'm still checking if it was a one time thing (maybe another update), but so far so good! 

Last Wednesday I sent back to Vodafone the old modems (see the attached DHL invoice), so can you make sure that I'll receive my 100 Euros back? 

[Martin59]

Hello SnirG,

we have arranged for you to get the penalty fee refunded.

Please keep us up to date on whether the aborts will continue.

Many greetings, Martin