Wifi Router needs replacement

[FelixAntick]

Hi,

My WiFi router is faulty and gets disconnects frequently. Its being in use for past 5 years and now it needs to be replaced. I tried resetting it but it still gives the same problem.

Please advise how to proceed with the replacement

[FelixAntick]

Hi,

I installed the new router 3 days back and got all my devices reconfigured. In past 3 days I got the disconnection problem 2 times. Every time I got disconnected I saw that the internet LED on the router was OFF. 

As stated earlier Inthink this is some kind of loose connections issues with the vodafone cable wires that comes up to my router from the house cellar. Could you kindly send a technician to have a check on this wires physically.

I will await for the parental pin.

Thanks,

Felix

[Manu]

Hi FelixAntick,

I´ve already sent the PIN on 20.08.20. Please check your private messages.

I have assigned the technician, the colleagues will contact you by phone to arrange an appointment.

Best Regards, Manu

[FelixAntick]

Hi,

Sorry but I have not received the parental PIn. Kindly resend it.

Thanks

Felix 

[Martin59]

Hi FelixAntick,

I just sent you a PN with the PIN.

Best regards, Martin

[FelixAntick]

Hi,

Its been a week since the last visit of the Technician, and unfortunately  the disconnection issue still continues and sometimes the speed is very very slow.

I am not sire what is wrong but the Internet is not as strong and reliable as it was for the past 4 years in my old house, and since I work from home I need to find a immediate solution.

I suggest that as a last option we try the use of fritz box or wifi mesh router. If the connection is still the same then unfortunately I would need to end my contract. 

Thanks,

Felix

[Claudia]

Hello FelixAntick,

the signal looks good right now. When exactly was the last disconnect via ethernet? Which speed do you get with a LAN connection?

Kind regards,

Claudia

[FelixAntick]

Hello,

The frequent is very often and is both in the LAN connection and WiFi connection. 

My TV and Xbox are connected via LAN cable and even they face disconnections while we watch any streaming sites like Netflix.

The WiFi connectivity disconnections to my laptop and mobile devices is more frequent. I would prerer we try the fritz box router and check if the connectivity disruptions eliminate.

[Claudia]

Hello FelixAntick,

you may order a Fritzbox in the customer portal. The costs are displayed there.

Kind regards,

Claudia

[FelixAntick]

Hello Team,

I would first like to see if the fritz box mesh wifi system solves the internet disconnection issue, so it would be trial use to see the results. If the results are positive I am willing to pay additional charges for the Fritzbox.

Incase you can not provide the trial or even with the fritzbox the issue is not resolved then kindly advise me on contract cancellation as I cannot continue with a faulty line. We might also need to look into how reimburse the monthly charges paid as the problem is still unresolved from 3-4 months.

Thanks,

Felix

[Claudia]

Hello FelixAntick,

there is no trial device we can send. You may revoke the Homebox option within 14 days and the fee for the swap will not be charged. Also, you didn't give me an exact time for the last disconnect and no speedtest via ethernet. You can send the cancellation to this address:

Vodafone Kabel Deutschland

Kundenservice

99116 Erfurt

Regards

Claudia