There is something wrong…

[Dorde]

Hi,

I've been using Vodafone internet since April '21. Since then I have my contract with vodafone and everything was running smoothly and without any (bigger) issues.

Two days ago my wifi suddenly stopped working, I have full signal but it won't load anything. On my laptop also shows full signal but with a little yellow exclamation mark (!). It says 'connected, no internet acess'.

I contacted Vodafone customer service and gave them information and everything what they needed (Kundennummer etc). They told me that they will forward everything to a 'Techniker' and that my problem will be solved.

Okay, when I finished that call I check my email and see that I got some new email from vodafone and it says 'Vertragszusammenfassung' with a PDF file with some new contract or whatever. And there is a button 'Jetzt bestätigen'. I will not confirm anything because...

I have my own contract from before! I made it on 20.04.2021 and its still valid until 19.04.2023 so I don't know why are you sending me some new contracts, I don't need any new special promotions or anything I just want my old internet access back!! Im paying my internet bill every month, so I deserve to use it. 

If you need I can send you pdf file of that new Vertragszusammenfassung that I got on my email.
 If you too would like to see what is going on with my internet access, and need my Kundennumer or whatever, say it I will deliver  everything you need.

Grüß

[Torsten]

What kind of connection do you have? DSL over the telephone socket or cable Internet over the TV cable socket?

[Dorde]

I have DSL connection.

[Torsten]

Then use the network assistant to report the fault. You don't have to make a phone call for this.

[Dorde]

Of course I already did that, both on the first and on the second day. It didn't change anything.

[Andre]

Hey dorde,

if you call the hotline regarding an incident this wont lead to any changes to the contract ( unless the router is out of guarantee and needs to be swapped) but this cannot be the case if the contract is from 2021.

Please try to do a factory reset of your fritzbox & reinter the modeminstallationcode.

If this won't fix it , feel free to send me a private message with your dslcustomernumber & mobilenumber.

Therefore click on my name/avatar -> then the big red button on the right side "sende diesem Nutzer eine private Nachricht".

Cheers,

Andre

[Dorde]

I tried to do factory reset. But when I try to reenter the Modeminstallationscode (MIC) I get this message: 

Der Einrichtungsvorgang wurde abgebrochen. Leider konnte die Einrichtung nicht erfolgreich durchgeführt werden. Grund: Zeitüberschreitung (Timeout) während des Einrichtungvorganges.

So I tried this several times and every time I get this message. So I sent you all my information in PrivateMessage. 

Thank you in advance. 🙂

[Dorde · Accepted solution]

Its fixed now. 

[Torsten]

Thank you for your feedback. Then I'll close here now. If you have any questions or concerns, simply open a new post in the appropriate board.