Red light flashing under "Internet" and DOCSIS Offline

[Taylor53]

Just installed new Wifi router (the free one) and the internet light is blinking red. I have registered it online and I can connect devices to it, but i do not have wifi. DOCSIS is Offline, but there are both 'upstream' and 'downstream' channels active.

[Moni_GK]

Hello, Taylor 53,

I see a technician's coming in today for the TV. Because of the installation I have inquired again with the responsible company and wait now for a feedback.

Best regards

Moni

[Taylor53]

Hello Moni,

The technician never showed yesterday. I did receive text messages saying that the technician came and solved my problem, but I never met anybody and my Wifi still doesn't work.

On September 5th a technician came and disconnected my TV while attempting to install Wifi, but failed. I have been without Wifi for 1 month now in Germany and I have been without TV for 2.5 weeks because of the technician. (I also broke my TV cable last night because the technicial didn't screw the outlet back in so the outlet moved when I tried to uplug my TV from the wall)

Also, the phone number provided by vodafone for the supporting company does not function. I have called several times and the line does not respond when I make a selction in the call menu. I've even had my German colleagues try in case I didn't understand something.

Please help me to get Wifi. This was my first month in Germany and I have not been able to contact my family or friends back home.

Best,

Taylor

[Claudia]

Hello Taylor53,

the last update in the task is from September 6th, stating that the amplifier in the house needs to be replaced, apparantly this needs to be approved. Unfortunately, we didn't get a reply from the technician yet, so I escalated the issue to the next level.

Kind regards,

Claudia

[Taylor53]

Claudia,

Thank you for escalating this. There is a technician scheduled to come on Friday 27. September. This will mark 1 month with a vodafone router and no wifi, so I will terminate my contract if this visit is unsuccessful.

I chose Vodafone because it appears to be the most common internet provider in my building and I expected no delays. To hear that there is somehow a fault in the building equipment is a surprise. What's also a surprise is that this issue was discovered 3 weeks ago and still nothing has been done about it.

Maybe I could offer some suggestions for dealings with future customers. 1, make sure the company you use to install internet has a functioning phone number. I can't tell you how frustrating it is continually be told to call a number that doesn't work. 2, Don't close tickets for issues that haven't been solved. On monday I received an SMS that my ticket had been successfully closed when the technician didn't show and I still don't have wifi. Apparently I'm supposed to rate the technician after this visit, I guess we should be thankful I don't have wifi, so I couldn't access any of the internet links sent by Vodafone.

Best,

Taylor

[Claudia]

Hello Taylor53,

I'm sorry that you experience such a delay with our service. I will keep my fingers crossed that everything will work on Friday.

Kind regards,

Claudia

[Taylor53]

Hello Claudia,

Again the technician did not show. I boxed up my router and I am preparing to send it back to Vodafone. 

I stopped by the Vodafone store near me for help canceling my contract and I was disappointed to find out that even though I cannot and have not used the Vodafone service I am not allowed to cancel the contract. They say I must contact the owner of my apartment building and get a letter from them stating they will not upgrade the equipment. It has been three weeks since this issue arose, several agonizing phone calls with vodafone, and 2 missed appointments; only after I got so frustrated I tried to cancel my contract do I find out somehow it's my fault. 

Now I have to figure out who owns my building and ask them for a letter quickly, send that to Vodafone, and then start this process all over again with another provider. 

Because of this I have been unable to speak to my family and friends back home and I won't be able to for at least a few more weeks. 

Why can't I cancel my contract right now for the poor communication alone? I am only in Germany for 2 years so with a two year contract you have essentially robbed me of 2 months of wifi. Now when I move away I am still going to owe 80 euros for wifi I never got to use because of Vodafone. 

Also,  is there any chance I can get a technician to actually show up and fix the TV connection which one of your technicians disconnected. The outlet is still loose in my wall and I really don't want to mess with that myself and risk flushing even more money down the drain when I'm billed for damages. 

Taylor

[Jens]

Hello Taylor53,

It saddens me to hear that. We can only apologise and hope, that the technician make an appointment.

Regards

Jens

[Taylor53]

Hello Jens,

I contacted my landlord over the weekend so that he could contact the building administration about this equipment issue and he informed me that Vodafone was already planning to fix the issue early this week.

Can you, or someone at Vodafone, give me a clear answer on what needs to happen next? one person tells me the equpment is awaiting approval, another person tells me I need to get a letter from my landlord and a third person tells me there's no issue and I don't need to do anything.

All I can do is hope that this issue is resolved. I sincerely hope there are people at Vodafone doing more than hoping. Also, please remember that the technical service phone number does not work.

I appreciate your feedback.

Best,

Taylor

[Jens]

Hello Taylor53,

it looks like, that the amplifier must be changed.

Did you have a number from WorldLink?

Regards

Jens

[Taylor53]

Hello Jens,

Yes, I have a phone number for WorldLink (03741157030), but as I've said many times already it does not function. I have called that number over 20 times and I have always gotten the same result. The call menu does not work and it hangs up after a few short minutes.

I also tried 0374115700 which is ther number on the yellow pages, but with the same result. I don't understand how Vodafone could contract a company that doesn't have a functioning phone number.

I am almost beyond words with how frustrated I am with this whole process. I am working with my landlord now to craft a letter about this amplifyer in the building. I've even had my colleagues call the help line for me since my German isn't sufficient and they are also surprised by how poor the communication is.

Why do I have text messages from Vodafone saying that my problem has been fixed? Why did a technician not show two times in one week? Why has it been 4 weeks since my first technician visit and nothing has been done?

Jens, is there any way you could help me cancel my contract? I've alread packaged my router and I'm ready to send it back. I think it would be easier for everyone if I could just part ways with Vodafone now and not drag this torment on any longer.

Best,

Taylor