Kabel Router keeps restarting!

[tiagoribeiro]

Hello, 

I'm a customer of Vodafone DE since February 2021, and for the past few days, my router has been restarting at least twice per day for no reason. I even unplugged all the cables and plugged them back again and still the same thing happens.

Is there a way in which I could have a technician come over and take a look at the problem. Currently I don't have a german phone number but I have a whasapp account.

Any feedback on this would be much appreciated. Thanks!

[Tobias]

Hey @tiagoribeiro,

I can gladly take a look at the connection. Can you send me your customer data (customer number, name, address and date of birth of the contract holder) via private message?

Then please let me know in the post when you have sent me the data.

Regards

Tobias

[tiagoribeiro]

Hey @Tobias I sent you the PM!

Please let me know if you got it

Vielen Dank!

[tiagoribeiro]

It keeps restarting pretty much everyday after 18h and some days around lunch time (12h30 more or less)...

[tiagoribeiro]

@Tobias Any news on this?

This has been going on for over a week! Sometimes 2 times per day and very low speeds at the end of the day.

This affects my work...

[Wallace]

Hi tiagoribeiro,

sorry for the late response. We are currently very busy.

Since I could not find any major abnormalities on the line, I would like to change the router. Is that okay?

Regards

Wallace

[tiagoribeiro]

Hallo @Wallace 

Thank you so much for getting back to me!

Unfortunately I'm out of the country until the beginning of the month of January, due to holiday festivities.
Could I give you the "go ahead" when I'm back from vacation (January 7)?

I have a few questions regarding the new router:
1 - Once it arrives, do I need to call support to deactivate the old one and activate the new one? Or do I simply need to unplug the old one and plug in the new one and that's it?
2 - How is the old router returned?

Vielen Dank!

[pRo-Marco]

Hi tiagoribeiro,

feel free to contact me when you are back. We will then gladly initiate the exchange. the new modem will then register itself. You do not have to call anywhere. The new router comes with a return bill. With this you can send the old router back to us free of charge.

Kind regards

Marco

[tiagoribeiro]

Hallo @pRo-Marco !

Allow me to wish you a happy new year 

You can send the new router to me now.

Is there an expected time of arrival?

Vielen Dank!

[Tobias]

Hey @tiagoribeiro,

thanks, we wish that also 🙂 Ive created the deviceswap, the device should arrive you soon. Give us a sign when you got some trouble or something like that.

Regards

Tobias