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TV: Kabelfernsehen wird Mietersache. Jetzt handeln!
Deine Störung ist nicht dabei? Dann nutz unseren Störungsfinder!
Frage
Antwort
Lösung
am 22.07.2019 22:59
Hi,
Internet has been down all day for my line. I have restarted the router many times throughout and it hasn't come back. I have tried wifi on both 2.4 and 5Ghz channels, but I suspect it's the same with the Ethernet cable. Can you please let me know what the issue and work towards a resolution? Maybe it's the hub on the street affected? Thanks,
Marcos
am 23.07.2019 13:35
Hello marcos_montero,
is your Internet connection still down? If yes, I would like to check that. Send me a private message with your customer number, birth date and the full address and reply here again.
Kind regards,
Claudia
am 23.07.2019 17:20
Hi Claudia,
I have just sent you the requested details via PM. Internet is still down today...
Regard,
Marcos
am 24.07.2019 10:51
Hello marcos_montero,
that's seems to be a bit difficult. The contract was terminated on July 22nd. On that day the new provider told us that they cannot enable the new access until August 12th. So they asked us to revive our contract, but that is not possible as the loaned router was already sent back in May. We also couldn't send a new one because the deliverer couldn't find the addressee.
Kind regards,
Claudia
am 09.08.2019 10:30
Hi Claudia,
am 12.08.2019 14:37
Hello marcos_montero,
your contract has not been cancelled. You can send me your new address in a private message. The credit balance has already been partially charged the last bills.
Best regards
Tina
am 12.08.2019 21:58
Hi Tina,
Thanks for the reply.
I am very confused. I haven't had Internet working for around 3 weeks now. Also, your colleague Claudia said above 'The contract was terminated on July 22nd', and Vodafone MyAccount page displays no sign of an active contract. Can you explain what is actually happening and why if there is an active contract we don't have Internet and the MyAccount page displays that? If the issue is downtime on Vodafone infrastructure, are we being charged for all these 3 weeks of no Internet? (July bill came to the same amount as usual)
On a separate but related note, we received a router from Telekom last week and we are unsure if the landlord ordered or it was yourselves.
T
am 14.08.2019 18:49
Hi,
unfortunately, my colleague Mrs Tina made a mistake with her last answer.
Claudia had already explained the most important thing in her reply. Your cable contract has been terminated and the remaining credit will be transferred to your account.
Regards
Stephan