English support with new Kabel line

[Teresa989]

Hi there,

First of all, I would like to make clear that I'm an english speaker customer, I've tried to reach the Vodafone cable support to solve the issue I'm facing with no luck, as they don't speak english or they refuse to.

The problem I have is that last month I got through your website an internet & phone cable service, and even though I received the router and the contract explaining everything I haven't been able to connect it properly. I have it connected to the data input/output connector but I still get no internet service when I connect my iMac, my PC or any of my phone's by Wi-fi or UTP cable.

I downloaded the router manual (it's a Sagecom FAST5460) just to understand what the LEDs were telling me, and the data LED is always blinking very quickly, which in the manual says it's "synchronizing with the provider".

I even connected to the web router interface but it still says the same thing: no data connection.

I don't know what else to do, as it's been nearly a month and no luck so far, I pray one of your English-speaker moderators can help me out with the issue and if needed hire a technician so he can come check the problem on-site.

Thank you very much for your time in advance!

Best regards,

Teresa

[Lars]

Hi Teresa,

I'll check this.

Please send me your customer number, name and address by private message. Write short in the post as soon as you have sent the PN.

Best regards

Lars

[Teresa989]

Hi Lars! I just sent you the PN, thank you very much for your time and help! 🙂

[Lars · Accepted solution]

Hello Teresa,

we'll send a technician to install it. I can't see the modem online.

Your colleague will contact you by phone to make an appointment. I'm also writing for you to speak English. Please give me a feedback if the technician was with you.

Best regards

Lars

[Teresa989]

Hi Lars!

The technician came earlier today and solved the problem, the signal was too weak so he had to make some changes downstairs in the basement and needed to come upstairs with the meassurement device a couple times, he also had to install a new connector as the one that I had in the house was old and wasn't ideal for cable connections. Now everything works perfectly 🙂

As for the payment, I suppose it will be included in my next bill, right?

Thank you very much for your help!!

Best regards,

Teresa

[Grit]

Hello Teresa,

i am glad that the technician was able to set everything up and your connection is now working. There will be no cost to you, the first installation is free of charge, even if a technician had to help you. 🙂

Regards

Grit