Internet signal but no internet

[LucaDea]

Hi,
I installed the router I got home a month ago but still internet is not working. The power symbol continues to blink, I see the signal but it says “no internet”. I moved to a new apartment and I received your letter saying you activated the line but 10 days passed and still not working. What should I do?

[Claudia]

Hello LucaDea,

I assume the installation must be finished by a technician. I'd like to check this, for that I wil need your customer number, date of birth, the MAC address of the modem and your home address. Send all these details via private message and leave a short reply in this thread.

Kind regards

Claudia

[LucaDea]

Hi Claudia,
I just sent you all the details via private message.
Thanks

[Claudia]

Hello LucaDea,

as assumed, a technician will have to fix this. I made the task so you will receive a call to make an appointment.

Kind regards,

Claudia

[LucaDea]

Hi Claudia, 

I got the call but they just speak German. I sent you a private message regarding the previous message. 

[Claudia]

Hello LucaDea,

strange, usually there is no language barrier with English. When did they reach you? As you didn't contact us until July I can offer a refund only for this month.

Kind regards

Claudia

[LucaDea]

I got a call on July 8th, then an email in German saying they tried to call me but without success (didn't recieve any call). I called them back but everything was just in German ( the technician service is TKS/SSF firm for Vodafone). You officially activated the service on June 22nd (I have a letter) and it was written it could take 7 days until the activation would be active effectively. On July 17th I've been charged for 50 euro for what? for 8 days internet was supposed to work? Installation I had to do byself? 50 euro for the worse service ever. I should be refunded also of the wlan hotspot I'm using right now and all the problems I'm facing because of your service. I won't pay until the issue will be fixed, if you can provide me with a number where I can speak English, I will contact to fix an appointment. 

[Claudia]

Hello LucaDea,

somehow it doesn't match. First you write you received a call on July 8th, then you didn't receive a call. There is no entitlement for an English speaking hotline. The 49.99€ is a commitment fee as explained on the bill. You may send a few fitting time slots until net week and I will make another task with an appointment. The generelly available slots ar

8 a.m. to 11 a.m.

11 a.m. to 2 p.m.

2 p.m. to 5 p.m

5 p.m to 8 p.m.

Which slots are available in the next days depends on the capacity.

Kind regards

Claudia

[LucaDea]

1.  I got a call but couldn't answer because  I was working
2. I receievd an email with the number to call back
3.  I called back but the girl could speak just German 

It's written "Bereitstellung", which it's not obviously since I can't still use the service. Anyway, I would be available from 6 pm to 8 pm each day until the 2nd of August because I will be traveling for work then. 

Best regards, 

Luca De Angelis 

[Claudia]

Hello LucaDea,

I chose the last time slot for tomorrow and left a note that you aren't at home before 6 p.m. Please make sure the technician can access the house installation.

Kind regards,

Claudia