Modem/Router not working

[Minaamhaq]

All the lights are on the router seems dead. Even if I reboot or unplug it, all the lights are not working or connection working. 

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)
• Vodafone TG3442DE modem
• Do you use a loan device or do you have your own device? Your device on loan
• Which error occurs? (Speed ​​too low, Packetloss) To send screenshots of speed tests (with date and time) and tracing / pingplotter measurements at Packetloss or Ping problems

No lights or LAN found and can not locate via IP using LAN.

• How is your terminal connected to the modem? (LAN, WLAN, additional router, PowerLAN). Mainly Wi-Fi but TV and laptop via LAN.
• Which browser do you normally use? (eg Firefox)

Chrome, Safari

• Which operating system do you have on your computer? (eg Windows) Windows and Mac OS.
• Beginning and period of the disturbance (eg: since the beginning of April, only in the evening) since last night.
•  
• To do this, upload a screenshot of the signal values. I can’t access these. 
• What measures were carried out by the fault hotline (available at 0800-5266625)? They keep hanging up or telling me to call back on Monday. Or tell me I have called the wrong center. I need someone who speaks English please.

[Minaamhaq]

I called the call centre ‘tis morning at 7.40am and then a few times thereafter to attempt to get though to someone who can speak in English. Twice I spoke to someone who said they can’t speak English but understood my English enough to tell me to me to call the same hotline number again!  This is really not helpful. I’m in Munich. I’m paying for a service but not receiving it. 

I’d be grateful if your help. 

I’ve tried rebooting and resetting the modem but nothing changes. 

[Claudia]

Hello Minaamhaq,

have you tried connecting the router to a different antenna socket? If that doesn't help, send me private message with your customer number, date of birth and full address. Answer here again afterwards.

Kind regards,

Claudia

[Minaamhaq]

Dear Claudia,

I have tried to connect to other sockets today. The issue is definitely the modem / router or it would be silent. Despite being light on, it seems unresponsive to any restart or reboot process. I've been searching the forum and tried them all. I'll private message now. Thanks.

[Claudia]

Hello Minaamhaq,

thank you for your data. The other modems in your building are online and have a good signal, so I assume you're right about the modem. I saw you already get a new device. Please decide for one support channel to give feedback.

Kind regards,

Claudia