Internet doesn't work since 5 months

[Lea33]

HI all,

I got a contract with vodafone kabel more than one year ago.

During the first 11 months, Internet worked perfectly. 

At the end of November 2018, while I was watching a documentary, the connection suddenly stopped working.

The routeur is working but can't connect to my TV and Handy. Maybe the issue comes from the bandwidth? I have no idea. I'm not a technician but a customer.

Today is the 16th of May 2019 and I still don't have internet at home. Is it normal?

I pay almost 50 euros every months for a service not provided by Vodafone Kabel. Is it normal ?

I called them several times.  I asked them to send a technician at home. They never did.

They just kept repeating that everything is working after checking only remotely, without ever having brought someone to the site.

Then they closed the tickets.

Ah yes. Once, they sent me a new cable (thank you but it didn't work, even not 1 seconde).

So I called them, again.

They kept repeating that they didn't understand what's going on (if you don't understand the problem, if it's out of your skills, what don't you send a technician to the site ? ).

They are very reactive when it comes to take money  every months on my account. Don't they feel ashamed? 

I pay a service who doesn't exist since 6 months !

I finally decided to send a cancellation letter and asking for the refund of the last 6 months. 

After that, they asked me to be patient by going to the forum.

Do I need to get a lawyer?

Can you help me?

Thank you. 

Edit: Moved thread to matching board. Feedback-->Kabel

[pRo-Marco]

Hi Lea33,

I scrolled up, but didn't read, that it also does not work with a wired device connected to the router.

I am curious whether it will work with the new router. Keep me informed please.

Kind regards

Marco

[Lea33]

I will let you know, for sure.

Thank you much.

Léa

[Lea33]

Hi Marco,

I forgot to ask you something important.

Please, could you tell me where to find the "datenverbrauch" in relation to my Vodafone kabel contract, showing that I couldn't consume it since December?

I really need that information. 

Thank you,

Léa

[Moni_GK]

Hello Lea33,

Unfortunately, the router does not display data consumption. Therefore it is not possible for you to read this.

Best regards

Moni

[Lea33 · Accepted solution]

Hi Marco,

I received the new router, yesterday ; internet works, perfectly .

I want to thank you a lot for considering my issues, being efficient and reacting so quickly. 

It seems to be the end of a stressful time. 

About the customer service : 

The issue could have been solved in 1 week if the customer service had done their job properly. 

Since they overlooked my situation from the end of November till the begining of May, didn't listen to my complaints, didn't consider my requests for refund, I will assert my rights.

If a service doesn't exist, the provider has no right to take money from the customer.

They spoiled my daily life and confort, generating intensive stress. 

If they don't take responsability (refund, damages amount, apologies), I will get a lawyer.

A letter about it will be sent, very soon.

For now, I'm very happy by knowing that I can finally enjoy internet, again.

I wish you a good day !

Léa