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. 

[Trajan]

I understood and read your message clearly.

My question remains. Why does Vodafone tech support on the phoine tell me the issue is beyond my buiilding and therefore they won't send an engineer,  as this issue will only be resolved once the network is fixed.  I personally don't belive this, hence I've been pushing for a engineer to come and visit. They have categorically stated they wont send an engineer, as they dont think it will help me issue. 

Can you help to send an engineer out?

[Martin59]

Hello, Trajan,

I can only explain that the colleagues have either only seen this order for network disturbance or only wanted to see this order.

I am happy to help you so that your connection finally works again.

Have you ordered a router replacement in the last few days?

Best regards, Martin

[Trajan]

I have received a new router, which again didnt help resolve the issue.  I have sent the old one back.  I have made 8 calls to vodafone so far, nearly 1 hour spent again today. See below a screenshot.  Tyically each day, I waste between 2-3 hours repeating this process.  Technical support told me, there is a "C Line issue". Which means the issue is on the street. They told me it's impossible to comment on my building having a problem, as the issue is in the street and there is no way of checking the building or line past that point. I have advised the Vodafone community is suggesting otherwise, they told me it's wrong and hung up. 

Can you please send me an engineer ASAP ? I don't belive there is an issue in the street. 

 

[Manu]

Hi Trajan,

the malfunction outside the house is already being processed. Please be a little more patient.

Best regards, Manu

[Trajan]

It's been 17 days now.

You have just said the malfunction has been reported, but you failed to recognise the current thread discussion with Martin re the issue being in the building too?  Can you guys please align and organise your feedback so it makes sense. Will you be sending an engineer as Martin is trying to suggest? It's been 17 days...clearly my patience has long run out! I'm working from home with no internet for 17 days!!!

[Manu]

Hi Trajan,

there is no need for a technician at your house so far. The issue is outside your house, as I already wrote.

But I don´t see any router in your contract by now. You have sent the old one back. Did you connect the new one?

Best Regards, Manu

[Trajan]

Manu,  please answer the question , as to  "why Martin was recommending I need an engineer visit?"  You keep repeating the issue is outside the house, whereas your colleague is stating otherwise. It takes you 2 days to reply, and when you do, you don't answer my questions. It's now 19 days without internet!

I have a router and I have connected it.  Did you assume I was calling 100 times a day and sending these messages while not connecting the router ?! As per my previous messages,  I have sent the old router back.  Can you please read the entire thread before asking questions that have already been covered. I am glad this forum is public so people can see the level of service you receive when you have a problem with Vodafone. 

Please answer the questions highlighted in bold. In addition to that, can you please  tell me why it's been 19 days and this internet issue Continues ..

[Trajan]

I am exhausted trying to find 1 person who will help me at Vodafone. I've made hundreds of phone calls and been given random advice each time or pushed to a different department.  I've now had to use the forum to communicate as calling isn't getting me anywhere and wasting hours each day. This is my thread: 

https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/No-Internet-for-8-days/m-p/2142401

Can someone PLEASE help me. please read the entire thread and just give me 1 clear answer and help me get my internet back!

Edit: @Trajan please do not create duplicate posts. New thread attached here.

[Mateusz1]

Hello,

I am also having internet problems lately and Vodafone is absolutely refusing to cooperate.  I am disgusted, that non-german people are treated as second class customers (even though the pricing is the same).

I would really consider contacting German branch of European Consumer Center (ECC). They can aid you in resolving your isssue. Here is a fragment from their official website (link😞

In case you have a disagreement with your provider, you can approach the conciliation committee for telecommunication of the Federal Network Agency “Schlichtungsstelle Telekommunikation der Bundesnetzagentur”. The committee is in charge to support consumer and provider to find an extrajudicial decision. Since this service is only available in German, feel free to contact the ECC Germany for help if you have any language problem.

Also this is an interesting read:

Informal dispute resolution for consumers 

Good luck with Vodafone my friend!

[Trajan]

Greetings Betreff, I really appreciate you taking the time to give me this advice. You even replied faster than the Vodafone support guys.

Sadly, I am at best a second/third class citizen in the Vodafone support world. Not speaking German means I’ve been banished to the dungeon (Vodafone community forum). It’s not for the want of trying, I’ve made 100s of phone calls. I’ve either been hung up on or get told in perfect English that they are not allowed to speak English. There is the odd hero, one in every 20 or so calls, a daredevil who will break protocol and attempt to help in English. A special thank you if you have been one of the legends.

So the Dungeon offers me stellar service. I get lighting fast 24-48 hour replies to issues. Topped with the finest support. Each support agent ensures they never read the full thread and put a special effort in contradicting the previous agent's advice. This is topped up with a special skill in avoiding helping and simply dragging a problem out for weeks.

I’ve been spoiled here, I really have. I secretly hope they never fix my problem, so I can fritter away my spare time writing Vodafone Kabel tickets. I'm going for a personal challenge of being in this forum past 60 days, who needs internet anyway. 

I will check out the links you provided and post back here with an update. Meanwhile, in the rest of Europe, companies bend over backwards to avoid having their dirty laundry aired in public, but it doesn’t seem to be the case with Vodafone Kabel.