Frage
Antwort
Lösung
am 08.03.2020 13:25
Hallo Community!
Sorry for writing in English, but I'm still learning German and not yet able to talk Internet connection problems.
I have Kabel Internet (Red Internet & Phone 200 Cable including WLAN option) and WLAN cable router Vodafone Station.
Since yesterday, the internet has been either completely not working, or so slow that I cannot complete the Vodafone speed test successfully.
When I managed to partially run the speedtest, it showed Download 0.295 Mb/s and Upload 0.011 Mb/s.
This is true both with LAN cable and on WiFi. I already tried rebooting the router multiple times and it did not help.
The Diagnosis - Ping, Diagnosis - Traceroute and Diagnosis - DNS Test that I did after logging onto my Kabel box all failed.
I tried to open a ticket online but it requires me to run the speedtest -- which I can't do because my internet is so slow.
I tried WhatsApp because my spoken German is not good enough to explain this on the phone, but I haven't heard back yet.
Could anyone help me figure out this issue?
Thank you!
G
am 13.03.2020 22:32
I also live in Krausenstraße and have the same issue.
There is a Netzstörung and more specific a Rückwegstörer. The hotline told me, that they tried to solve it this week, but failed, because they could not get access to the building they assume the issue is located in. Supposedly the issue is in Oberwallstraße.
Currently they don't know, when it will be solved. Seems like a very fragile network architecture, if there can be one bad actor in the network and disrupt such a large part of it.
After a long struggle with the hotline (I will write about the details in another post), I bought a SIM card from Vodafone. They promised me to put 100GB on it. In the end it was only 50GB, but well, it will last for. 2-3 days...
So for anybody else having this problem, if you don't have, buy a 9,99€ SIM card, activate it. Then call 0800 5266625. When you are asked, why you are calling, say "Störung". Then say, "Internetstörung". After that they will ask for your birthdate. two digits for the day, two digits for the month and four digits for the year. Tell them about our case. They can then add the data to your Vodafone SIM card.
I had two agents who were unable to do this and send me in between different departments aka Zuständigkeitshölle. But the technical hotline is responsible for this. Their internal program to do this is called "Titan".
You can use the SIM card in a spare phone and open up a hotspot. If you happen to have a FritzBox and an you can also connect your phone to the fritz box and then configure the fritz box to use your fritz box. Then you can also use devices, that don't have a mobile phone connection. You. will find instructions on how to do this here: https://en.avm.de/service/fritzbox/fritzbox-6490-cable/knowledge-base/publication/show/76_Setting-up...
am 16.03.2020 10:09
Hey,
sorry for my late response, but we got a lot of work 😉 So, there was a faulty signal as @sl83 mentioned, actually it looks like its fixed, could you check it again? 🙂
Regards
Tobias
am 18.03.2020 08:58
Hi Tobias,
Thank you for following up!
Sadly I just lost internet on wifi & wired at 8:44am (13 minutes ago) so the intermittent interruptions aren't resolved.
Yesterday the internet was normal and I had no interruptions or slowness.
Best,
Genevieve
am 19.03.2020 10:04
Hey,
hm, i cant see that disconnect you mentioned, if it happens again we could swap the device if you want.
Regards
Tobias
am 27.03.2020 12:32
Hi Tobias,
I thought everything was now OK, but both today and yesterday I lost internet access completely for 15-20 minutes.
If you think it is the modem box, then a replacement would be great if possible?
Best,
Genevieve
am 30.03.2020 12:17
Hello gg1,
I made the task for the replacement of the router, it should arrive in the next few days.
Kind regards,
Claudia
am 30.03.2020 13:18
Hi Claudia,
Thank you!
Do I need to mail back to Vodafone my current router once I receive the new one?
Best,
gg1
am 02.04.2020 09:22
Hello gg1,
yes, please send the old device within 14 days to this address:
Vodafone Kabel Deutschland GmbH
c/o DHL Paket
Am Tower 222
90475 Nürnberg
Kind regards,
Claudia