No Internet for 8 days

[Trajan]

I have been trying to call vodafone for 8 day to complain I have no internet. I have called over 40 times. The customer service team have told me they are not allowed to speak English. The sales team sold me the kabel service in perfect English and told me their customer service teams speak English. 

I have had no internet for 8 days in Mitte, on the rare ocassion someone is willing to speak English, they have told me that there is an issue in the area and it will be resolved the next day. It's now day 8 and no internet.  

Will someone please tell me what's going on?? I'm exausted trying fight for information. 

[Moni_GK]

Hello Trajan,

I'll be happy to see if I see a reason. Please send me a PM with your customer data (name, address, customer number and date of birth). Please contact me again here after you have sent me the data.

Kind regards

Moni  

[Trajan]

I have sent my details in a DM. I don't have much faith, i've called a total of 72 times in 10 days. My phone shows i've spent over 40 hours on the phone. People pass me from department to department, either suddenly refusing to speak English when I ask probing questions, or telling me a different story each time.  They even sent an engineer to later find out it's not an issue with my line, after 6 people previously told me it was a network fault.  I've tried to cancel my contract, but every department says they can't do it, it's a different department. Worst customer service I've ever experienced. 

[Martin59]

Hi Trajan,

the technician on 17.03.2020 has found out, that there is no signal at the antenna socket. But he had no access to the amplifier in the basement. You should announce yourself again to the technician company, as soon as you can ensure the access.

Best regards, Martin

[Trajan]

This is a classic example of Vodafone not checking their facts prior to giving advice. You will find, the technician came to my property without advising I would need the building manager to give him access to the basement. Correct he did leave, however after I called back to arrange another appointment, I've been advised I cannot make an engineer appointment as the issue isn't in my building. The technical staff confirmed the engineer shouldn't have been sent out in the first place, as the issue is reported as a major issue not just on my line, but the entire area. It seems only 1 out of 10 employees are able to check and confirm this, the rest keep sending out engineers or routers to solve the issue.

I've been categorically told the issue will not be resolve by an engineer visit, so Vodafone won't arrange an engineer to come out.  Why can't people be consistent or investigate issues comprehensively? I even told the technical help advisor that sent the engineer about the issue in the area and was advised: " no there is no issue in the area".  Will someone please taken ownership.  You colleague has advised it was a mass issue and impacting a lot of other customers on the line and engineers were providing no completion date on the internal system. 

[Martin59]

Hello Trajan,

i can only rely on the information provided. it is correct that there is a fault which is affecting the line. However, this interference does not cause a complete failure for such a long period of time.

Viele Grüße Martin

[Trajan]

Equally, I can only rely on the information provided. Telling me the interference doesn't cause complete failure, without actually knowing what the issue is, again isn't helpful.  Can somebody please look into this matter and reply back with facts and give me something tangible. It's now day 12, nothing has been resolved...how long will this go on for?

[Martin59]

Hello Trajan,

make sure the technician can access the house connection in the basement. Then everything else can be arranged.

Many greetings Martin

[Trajan]

Did you read my last message? I have mentioned now twice, Vodafone will not (refuse) send out an engineer as they believe the problem is not in my building, but a network issue beyond my building.

I have called again this morning and  to reconfirm this, and the technical advisor has comfirmed they cannot send out an engineer.

AGAIN can you please ensure you are reading and checking things properly.  Technical tell me there is an issue and they don't know when it will be fixed and to wait....it's been 2 weeks of waiting. What adds to the frustration is the inconsistency in advice.  I don't know who is telling the truth?

[Martin59]

Hello Trajan,

I have read and understood your message. Did you do the same with my answer from 19.03.2020 at 15:00 o'clock?

Once again for you: There is a network disturbance which causes interruptions. On the other hand, there is a disturbance within the house, which ensures that your connection does not work at all.

For the second malfunction a technician has to go to the amplifier in the basement.

Best regards, Martin