My internet is not working

[GenesisMK]

My Cable internet is not working since last night. 

I have tried multiple resets and reboots.

I have a Vodafone TG3442DE cable modem with an integrated router and telephony gateway.

The power and wifi lights are on and the Internet light is red.

I tried calling Customer Service but the only speak in German and my German isn't that good so I didn't know if he got my issue.

I don't know how to solve this. I live in Berlin- Wilmersdorf 10719

Sahil

[Wallace]

Hi Sahil,

I like to watch the line. Send me your customer data (name, address, customer number, birthday) in a private message and let me know here that you have transmitted the data.

VG Wallace

[GenesisMK]

Hi Wallace,

My line started working after abkut 30 hours I think the customer service person I spoke with in broken German got my problem although I didn't get a ticket or a complaint number.

Thank you for your response

[Wallace]

Hey,

Does the connection work as it should?

Reagrds

Wallace

[GenesisMK]

Hi Wallace I have replied to you  on the Personal message

It often happens that the internet goes down for hours but since support doesn't get back immedeately, it resolves itself in a few hours and everythng is fine. 
By the time an engineer enquires there is no fault. For example right now it is not working. I will raise a ticket and an engineer will contact me tomorrow. By then it would be working fine and even for a few weeks it will work fine. I had no issues since my last message and it suddenly stopped working again. 

The connection breaks for no reason but I cannot point out when. Even if you monitor the connecton for te next 3 days it will fine but then will break after another 10 days. 
I lose a day every 10 days or so in the middle of a working day and that is really poor service.

Sahil

[Wallace]

Hi,

I like to look at the line. I need your name, full address and date of birth in a private message. Get back to me here when you have sent me the data.

Regards

Wallace

[GenesisMK]

Hi Wallace,

I have sent you the information in a Private Message

Sahil

[Wallace]

Hi,

I can't find anything that could explain the failures. Is it okay if I swap the router?

Regards

Wallace

[GenesisMK]

Hi wallace,

Thank you for looking into this. What is the downtime in the event of a swapped router.

I cannot afford to lose 2-3 daysbof work becuase of such changes as we are in a very critical stages of a project at work.

During the router swap how long will the internet be down ?

I  would rather not have issues and wait 3 days till an engineer shows up again

Sahil

[Wallace]

Hi Sahil,

You get the router by parcel service and exchange it yourself. The downtime will only be a few minutes. Can I arrange the swap?

Regards

Wallace