Technical support request and complaint

[Mateusz1]

Hello,

Let's start with my technical problem:

I am having issues with my Internet (Red Internet & Phone Young 500 Cable). I keep getting short disconnections. I loose internet connection for few seconds, then internet comes back only to get disconnected again. This repeats many times a day.  It is unaceptable, especially since I have to work from home, because of current coronavirus situation. It disrupts my work since I have to use virtual machine (citirx).

Now for the complaint:

I have already called your cusomter service. After few tries, I've finally managed to talk with someone in English and they've opened a techincal ticket for me (number 001-***). Then, I was called to by the technical support. Unfortunatelly, the guy that is handling my ticket, refuses completely to talk with me in English.  I've already talked with him twice. Each time, he didn't fix anything and just closed the ticket. What is the deal with that? Customer service people, told me that their boss prohibits them from talking in English even though they can speak English. WHY IS THAT!? Is your boss some old grey-haired guy/gal, that misses the good old days of third reich and is too prideful to accept he lives in a country with open borders and non-german speaking people? I will gladly talk to him/her directly and hear the explanation. If your company is not welcoming to non-germans, maybe you shouldn't sell us your services at all.

Please, also provide me with your code of conduct for customer complaints. I also want a timeframe of when my issue will be fixed. I know my rights and if you keep refusing to fix my internet problems, I will ask for legal help from the European Consumer Center.

Thank you and stay healthy.

Edit: @Mateusz1  moved to the right board.

[Dellacqua]

Hello!

I have the exact same problem as you do. I tried to get some support but all of them send me here and here I couldn't get support so far. Tobias, could you also help me?

I would really appreciate!

Thank you!

[Mateusz1]

Also the problem is still not fixed. While disconnects occur less frequently, they still happen from time to time. Please, reopen the ticket ***. I can't do it for some reason.

Community-Team: Removed ticket number

[Martin59]

Hello Mateusz1,

approximately how often do the aborts still occur and when did you notice the last abort?

Best regards Martin

[Mateusz1]

Just few seconds ago it happended again.

It seems the issues has not been fixed. Yesterday I had a feelling it was better, but today it is as bad as before the ticket was closed.

[Claudia]

Hello Mateusz1,

your modem has problems with the reachability, other devices in your  building don't show them. Did you replace the coaxial cable yet? If that doesn't help we may try to replace the modem.

Regards

Claudia

[Mateusz1]

Hey,

I tried replace cabel.

I also tried restart modem many times.

Tried also connect via wifi and ethernet cable.

Lets try to replace the modem.
What if that won`t help?

Anyway is it possible to speed up process? The problem has been occurring for 2-3 months and it is very anoying... Expecially that I ask for help month ago 😞

[Claudia]

Hello Mateusz1,

I made the task for the replacement, please reply after you could test it. If that doesn't help we will check this again.

Kind regards,

Claudia

[Mateusz1]

Hello,

Thank  You.

Will someone call to me, come to my place to change modem or just send me a new one?  

Best regards,

[Manu]

Hi Mateusz1,

we will just send you a new one. I think it´s pssoible to replace by your own.

Best Regards, Manu

[Mateusz1]

So, when will this happen?