Early termination of contract

[glbong42]

Hello,

I am encountering regular internet disconnection, like now, I have no internet connection, I have to use my mobile data for this post.  The same happens about 2-3 weeks ago:

https://forum.vodafone.de/t5/Internet-Telefon-TV-%C3%BCber-Kabel/Termination-of-contract/m-p/2704835...

The thing is, I need a reliable internet for my job because I work from home.  I will lose my job if this constant "Internetstörung" continues.  Can I terminate my contract earlier?  I just signed up last month (big mistake!).  I am willing to pay some penalty (even though I should not in my opinion).

I called the hotline but no one is answering (I had to wait 15mins for someone to answer the call until the connection drops).

I really want to know what my options are, I cannot work like this, my boss is really getting frustrated with me not being able to join our online meeting.

Please answer these questions:

1.  Can I terminate my contract earlier? How much penalty do I pay?

2.  Why Vodafone has a regular internet problem?  What is wrong with the infrastracture?  I was with Telekom previously and I do not remember any single downtime.

3.  Can Vodafone at least compensate for the losses I have because of the poor internet service?

I am sorry if you find this post a bit aggressive, I am just really frustrated.

[glbong42]

Hmmm ok. This is new to me. I mean, I understand German language, but I did not see the part about 98.5% max availabilty.  All I remember is that the line can fail in less than 24 hours to carry out maintenance works, etc.  I expect that it should only happen once in a while and not regularly.  I have been using it for less than a month but it happens already 3x, during work time.  Is this considered normal?  Should I expect that frequency of failure in the future?  I just want to know because I do not want to get into situation again that I cannot work because of no internet, hence I am considering getting a second line as backup until the contract ends if I cannot really terminate this one earlier.

[Jana478]

Hello glbong42,

I have now taken another look at the connection. The signal values at the connection look very good. However, the modem values do not. I would like to exchange the modem here free of charge, as it may be defective and causing the aborts.

Do you agree with this?

Many greetings

Jana

[glbong42]

Hi,

Sure if you think that will help. How do we proceed on this?  Thanks by the way for having another look.

[ERFD]

Hello glbong42,

the last failure on the modem was on 06.09.21. There was a network fault there and replacing the modem over a week later does not change that. Was there any failure on the connection in the meantime?

Best regards Fred

[glbong42]

Hi,

Yes there was a failure on 15.09.2021 for about an hour.

[Jana478]

Hi glbong42 ,

We are now having the department install a new firmware. Please test thoroughly whether it then runs more stably. The device will then restart. This is not a malfunction, so don't be surprised.

Many greetings

Jana

[glbong42]

Hi,

I have notice for a while now a regular disconnection to the internet (both wifi and LAN).  It could be the new firmware.  Can you please check as this is like every 1 hour I get disconnected for 3 to 5 minutes and now it is getting annoying.

[glbong42]

First of all, I posted today that I am totally unsatisfied with the internet service - but that post is apparently deleted.  Why is that?  To be clear, I am just saying only facts.

Facts:

In the last 1 to 2 months, my internet connection fails almost every hour for around 3-5minutes.  Since I work from home this is becoming a huge problem for me.  I called vodafone yesterday to asked about it and what solution they can offer.  I was told a technician will come and check.  But today morning the technician called me and told me the problem was just not in my side, but also the whole street in my area.  I asked my neighbor if they have issue with their internet, they said no.  The technician also told me, they are working on it and I have to wait 2-4 weeks or maybe even more, he can't tell when it will be solved.  Imagine having this problem for more than 1 month now and now I have to wait even more.

I really want to terminate the contract now because it is not mentioned in the contract that there will be this kind of problem.  I can forgive a down time once or twice a week, but not every hour.

So vodafone, can you please tell me what is really going on?  The customer service told me Vodafone has hired this company Geka GmbH to fix the problem.  But why does it take them so long to fix this reoccuring problem?

I was also told to call this Geka GmbH to inquire about the status - which I did, but it was the same technician who called me in the morning and pretty much told me the same - to wait 2-4 weeks or maybe more.

First of all, why should I be the one to call the Geka GmbH to follow-up?  I have the impression vodafone is not putting pressure to fix this issue - 2-4 weeks is far too long.

Secondly, can I cancel the contract?  Clearly, I am not getting the service I paid for...

Edit: @glbong42 I've merged your posts. Please do not post several posts on the same topic, they are usually deleted without comment. Concentrate on one post, otherwise it will be too confusing and you will also block the mods that can then only help another customer later. Thanks.

[Jana478]

Hello glbong42,

I see a technician was assigned here. Was he at your house at all?

The values are bad here, I see dips and error rates at the connection.

In any case, a technician must be commissioned again. Do you agree with this?

Have there been symptoms in your household that point to Covid-19 or are you in quarantine?

If the technician does not arrive at the agreed time, or if the fault is in your own house wiring, we charge 99.50€ for the service.

Can we take over the phone number from the last job?

Many greetings

Jana

[glbong42]

Hi Jana,

I made another post here yesterday:

https://forum.vodafone.de/t5/Internet-Telefon-TV-%C3%BCber-Kabel/Regular-internet-disconnection/td-p...

I mentioned there that the technician did not come but he called me and told that there is a problem in the whole street of my area.  But I do not believe this because my neighbor do not have the same issue mine.  The technician told me on the phone to wait 2-4 weeks or more because he does not know when exactly it will be fixed.   I just cannot wait anymore, I have this problem since 1.5 months now.   And to wait still indefinitely is just not acceptable.

There is no case of COVID-19 in my household.

I was told by another vodafone staff, the technician is from Geka GmbH.  The phone number is 091613077817.

I am not sure if you can answer my question, but I am wondering why this kind of problem will take so much time to fix? 1.5 months + another 2-4 weeks?

If I cannot terminate this, or this does not get fixed, I am getting screwed at my job because I work from home.  I have a lot of calls in my job that gets drop because of unstable connection.