Help please, no internet for almost a month.

[J0hn__]

Hello, 

I am new to Berlin, and I urgently need internet for my work. 

For the last month, something happened and I lost internet. The wifi is working good but without internet access. 

I was trying to reach customer service, but my german was not very good, so I didn't get a solution. 

My friend suggested to post here before canceling my contract if no action is taken by vodafone regarding my problem. 

Thank you.

[reneromann]

Just one thing in advance:

Customer service is granted in the contractual language - meaning in German. Support in other languages, also in English, is only given on a best-effort base - which can also mean that there is no support at all.

Now back to your problem:

You'll need to contact the customer service in order to report your problems - otherwise a premature cancellation will be impossible, because it's your duty to report the problems (obviously in German; if you cannot speak German that well, then you may need a translator).

Anyhow - can you please check the signal information (sometimes also referred to as modem status information) of your cable device? And can you please also write what kind of cable router you've got?

[J0hn__]

I am very happy you answered, Thank you.

I really understand that, but it's just so hard dealing with all this as new in Germany, I am absolutely willing to learn German language, but that would take time. 

Back to my problem, my router is CBN CH7466CE. 

In the signal page, the downstream channels, there is only one line with channel 1, frequency 723000000, this value is random each time I reload the page it changes, power 0, or sometimes negative value.

The upstream is always empty as well as the signal table. You will find attached a picture I took with my phone for that page. 

I appreciate your help Mr. 

[reneromann]

Then the signal is defective and you'll need a technician to come up and fix it.

Have you tried if a TV works at this outlet? It seems as if the outlet is not connected to the cable network at all.

[J0hn__]

There is digital thing and analog thing, sorry about, I am no expert in this thing, but for the digital some channels are working, but when I switch to analog, nothing works. 

[reneromann]

There are no analog channels anymore; and it should be approx. 350 digital channels (whereas you'll get an error about encryption for most of them).

[Manu]

Hello, J0hn__,

You wrote that something happened a month ago. Do you know what? That might be helpful. Otherwise, send me your name, address, date of birth and customer number in a private message, then I will look at your connection. Then let me know again when the message is out.

Many greetings, Manu