Vodafone Red Internet & Phone 1000 Cable - help needed

[Majkella]

Hello Vodafone Team,

I hope you don't mind me writing in English. I have only recently moved to Berlin and my German is not good enough yet.

I have had an internet with you since a couple of days now and it's been schockingly slow and intermittent. It appears to be a common problem, having gone through this forum. In my case there are two main issues:

1. The internet is very slow, not even close to what has been promised. At best I can reach a download speed of 100Mbit/s and upload speed of 40Mbit/s. Most of the the time the download speed is in the order of 50Mbit/s. And this is measured on LAN, at various times of a day, with only one laptop connected. I used http://breitbandmessung.de to do the test, but any other speed checking site shows similar performance.

2. While on WhatsApp, the video and voice call can last for maximum of 5 minutes. After that it simply drops a call due to problems with connectivity, as if there was no internet at all. In fact, it looks like the wifi signal is lost every now and then to be re-eastablished shortly after. This has never been an issue before on exactly the same devices but with a different internet provider.

The internet signal is as strong as it can get. The router is from Arris.

Can you please help get that sorted?

Thanks, Michal

[Majkella]

@Manu 

Thanks for your response. It's quite refreshing...

Yes, your second level has ordered a different router to be sent to me (not Arris, but Technicolor?). Unfortunately, it didn't arrive last week, as it was supposed to. Do you know what has happened?

A credit would be much appreciated, thank you.

Kind regards,

Michal

[Wallace]

Hi Michal,

you should be sent another router model, but unfortunately we do not have it in stock anymore. Now I have seen that you have received exactly the same router again. How's that going?

I have stored the credit note in the system.

Regards

Wallace

[Majkella]

Hello @Wallace,

Do you have an update on the Technicolor router situation? Do you have any in stock that you can send over?

Yes, I had the first Arris router replaced, with another one but that made no difference at all. Still the same problems occur.

Cheers,

Michal

[Claudia]

Hello Majkella,

the situation didn't change. In addition, we cannot send a specific router model.

Kind regards,

Claudia

[Majkella]

@Claudia,

Yes you can send another router. I've been offered that option by your second line as a mean to investigate an issue with the Arris router that I have today. 

I'm still having the issue unresolved and it's been more than a month now. There is no other router that can be send to me, how do you propose this is resolved?

Michal

[Claudia · Accepted solution]

Hello Majkella,

well, as you didn't receive a Technicolor modem we obviously cannot send one. The colleague from second level didn't make an order but told the technician to replace the device on site, which couldn't be done, as the technician doesn't have one as well. You may try using an own router or wait until the Fritzbox 6591 is available.

Claudia

[Majkella]

Dear @Claudia ,

in your previous post you said "In addition, we cannot send a specific router model." What that means to me, is that there is no choice, I get whatever router is available. Hence my reply. Your second level colleague was very clear about the dubious performance of the Arris router, and to investigate further he suggested replacing it with Technicolor in order to investigate.

Being fed up with lack of resolution on Vodafone side, I've purchased Fritzbox 6660 for just over 200EUR. It'll be very hard to believe for you but all the problems went away. Namely:

1. I can finally have an uninteruppted WhatsApp call for as long as I want,
2. Download speed on the cable reached nearly 80%. That has never happened before.

Now, that means that my theory about the faulty router has been confirmed (please, check few posts back). In other words, Arris router provided by Vodafone as part of the package is not capable of enabling Vodafone's contractual obligations. It also means that your constant denial of responsibility was highly unfounded and had a financial impact on my family (not mentioning the annoyance caused by constant internet interruptions).

You're now probably very keen to say "that's fantastic, problem solved". No, it's not. It's brutally clear that the fault has always been on Vodafone's side and the Vodafone team did little to resolve it. 

Now that, I hope, we're both on the same page, I'd like to know what Vodafone proposes in the means of compensation. You cannot deny now that the problem is the Arris router. With this in mind, I expect that Vodafone either provides me with a working router (be it Technicolor or another Fritzbox, I don't mind) or Vodafone covers the costs of the Fritzbox 6660. I let you choose. 

[pRo-Marco]

Hi Majkella,

I gave the ticket to the field service again. I hope that my colleagues have technicolor back in stock. Please keep us informed.

Kind regards

Marco