EasyBox and DSL not functioning properly several months already - Please help in English

[AnnaHakobyan]

Hello,

I am writing to get some English support regarding my DSL connection with the EasyBox I have at home.

1. The fact is that during the last year we got absolutely terrible internet connection even though we are paying 35 Euro per month for high-speed connection.

2. From February 2018 our WLAN connection is very poor and is working only in 1-2 m distance from the EasyBox router. I called several times to your hotline to ask for a support for that, but unfortunately without visible success.

3. It is already 1 month the router stopped broadcasting the 2.4 Ghz frequency band.  I tried to reset the router, but still did not succeed.I even tried to split the SSID of 2.4 and 5 Ghz bands. It is only broadcasting 5 Ghz. And unfortunately, most of our home devices are connecting with this frequency. I called to Vodafone hotline. After checking the speed and the quality of the connection, the person from Vodafone hotline agreed to send a new router and exchange it with the old one. Nonetheless, it is 2 weeks already we did not receive anything.

4. I tried to call several times to Vodafone hotline last two days to fix this issue, but unfortunately there was NO ENGLISH SPEAKING person in the whole big company to assist me with this issue. They were redirecting me from one department to another and in the end nobody really was able to help me and clarify when we will get replacement for our router.

5. Summarizing all, I should state that my family and me are absolutely not satisfied with the provided service from your company. Therefore, I to stop our contract, but the person that replied to my email is telling that I am not allowed to stop it until the end of my contract whish is in November 2018. In addition he is writing me that I need to communicate in German, since I am in Germany. This is redicoulous. Why should I pay for a service that I am not really provided. I even tried to say " Operator" to the hotline auto speaker to connect to an English speaking person. BUT THIS IS NOT WORKING.

So, I am already thinking to go to the lawyer with this question to ask for support.

Is there any possibility to get help through this forum and support me to get a replacement of our not working EasyBox router?

Best,

Anna

[Jens-K]

Hi AnnaHakobyan,

I'm sorry that you are not satisfied with the quality of the WIFI of your free EasyBox.

WIFI is not part of your contract. It's a feature of the modem. So WIFI is not a reason to terminate the contract earlier.

Here you find general tips for optimizing your WIFI settings: CLICK 

Some devices seem to have problems connecting to a WIFI network if there are special characters in the SSID or the WIFI password.

For a better WIFI performance we offer the FritzBox 7430 or 7590. you can rent them from us for 2,99 Euro or 5,99 Euro per month.

Also using a WIFI repeater or, if possible, powerline adapters might help you here.

Regards,

Jens