Modem/Router does not work/lost connection

[SilviaAlessia]

Good morning,

I have tried to reach the english speaking halp line with no success.

Sorry for my German is not good so I prefer to write/ask for help in english.

I am having problem with my Modem/Router (model TG3442DE).

The wifi works but the connection to internet does not. Connection is often lost, sometimes the router restart itself but the "internet" light falsh red for 20 minutes and, when it is finally white, internet does not connect.

I have already tried to restart it several times, I have also reset it via the "reset" button (following the instruction available online) but the fault persists.

All the 4 light are white stable, but the connection does not work (both wifi and LAN).

Problem is intermittent (for example now it works fine) but in the past 3 days I was without intenet (or with internet intermittent) for several hours.

Thanks for your help.

Regards.

[SilviaAlessia]

Good morning,

I am still waiting the call...

A technician is already came on 5th of January and he didn't resolve the problem.

Unfortunately the internet connection today is still bad as before, even worst.

TOMORROW I NEED IT TO WORK FROM HOME.

In addition, I didn't receive any additional GBs on my registered mobile phones, even if I received the sms.

It is UNBELIVABLE that after more than one week the problem has not been resolved. You are in breach of contract, you are not providing the service I paying for...

Best Regards,

Silvia.

[ERFD]

Hello SilviaAlessia,

The fault clearance is taking a long time because it requires underground work. Our colleagues will take care of it as soon as possible. If you have received the SMS with the confirmation, the data volume is deposited and valid for 16 days.

Best regards Fred

[SilviaAlessia]

Good evening Fred,

It is almost a month now that I am having problems with my home connection.

The problem has not been resolved.

As I said before, I have to work with internet.

Do I have to continue to pay for a service that I cannot use?

I would demand a complete refund for this month. 

In addition, I need additional GBs on my mobile devices, because they have to substitute my home internet.

Best Regards,

Silvia.

[Martin59]

Hello SilviaAlessia,

I have posted the credit for this month. The technicians are still working on the fault clearance.

Best regards, Martin