Help in english

[Margarida]

Hi all 🙂 

I have changed my vodafone/unity media contract recently to kabel. 

It happens that the internet is going of every single day and I can't work from home. The led from the internet is blinking red all the time. I have tried every reboot possible (switching off, changing to factory settings) and nothing seems to solve it. I tried calling a million times to different numbers and no one is able to help me and usually no one speaks english. 

Is there anyone here who might help? 

Thank you! 

[Ida]

Hi Margarida

Can you please give us the following information:

•Which contract do you have? (e.g. Internet + telephone 100)

•Which modem/router do you use? (e.g. Hitron)

•Do you use a rental device from us or do you have your own device?

•Which error occurs? (Speed too low; Packetloss) Also send screenshots of speed tests (with date and time) and tracerts/pingplotter measurements in case of Packetloss or ping problems

•How is your device connected to the modem? (LAN; WLAN; additional router; PowerLAN)

•Which browser do you normally use? (e.g. Firefox)

•Which operating system do you have on your computer? (e.g. Windows)

•Beginning and period of the disturbance (e.g.: since the beginning of April; only in the evening)

•Upload a screenshot of the signal values. You can find these in the user interface of your cable router via 192.168.0.1 or 192.168.178.1 for the Fritzbox.

•What measures were taken by the fault hotline (available at 0800-5266625)?

•In which federal state do you live?

Best regards
Ida