DOCSIS Offline internet not working

[VJKT]

Hi,

I have a cabel internet connection which was working fine till 12th. It has stopped working since the 13th.

When I open the router page I get a message "DOCSIS Offline".

Please help.

Disruption of cable internet services

Which  contract do you have? (eg internet + telephone 100) Red Internet & Phone 500 Cable   
Which  modem / router do you use? (eg Hitron) not sure its from vodafone  
Do you use a  loan device or do you have your own device ? It is from vodafone   
Which  error occurs? (Speed ​​too low, Packetloss) To send screenshots of speed tests (with date and time) and Tracerts / Pingplotter measurements at Packetloss or Ping problems DOCSIS Offline no internet    
How is your terminal connected to the modem ? ( LAN, WLAN, additional router, PowerLAN ) WLAN      
Which  browser do you normally use? (eg Firefox) Chrome 
Which  operating system do you have on your computer? (eg Windows)  Windows 
Beginning and period of the disturbance  (eg: beginning of April, only in the evening) 13th Nov 2019    
To do this, upload a screenshot of the  signal values . You can find this in the user interface of your cable router via http://kabel.box or via http://fritz.box in the Fritzbox.      
What measures were carried out by the  fault hotline (available at 0800-5266625)? It is only in German and can not speak. I tried sending request through whatsapp but no help. 

Please help.

[pRo-Marco]

Hi VJKT,

I'll prove the connection. Please send me your name, address and customer number by PN. Please also let me know here if you have sent the message.

Kind regards

Marco

[VJKT]

Hi,

I have sent a private message with the details requested.

[pRo-Marco]

Hi VJKT,

there is no isse in your area. Please connect the modem, when you're at home and let it stay connected. Tell me here, when it's done

Kind regards

Marco

[VJKT]

Hello Again,

I have connected the wifi device and I can still see on the router page "DOCSIS Offline" and the internet light on the router keeps flashing red.

Please help.

[pRo-Marco]

Hi VJKT,

thank you. I'll send a technician at your place to fix that. He will call you on your mobile to arrange an appointment. Please be sure that there is access to the technical room in the building.

Kind regards

Marco