Interference with my tv channels and my home internet for two months/ Störungen meiner TV-Kanäle

[AlexGj]

Im am using your services for cable digital and home internet. For two months, half of the TV channels are interrupted, the picture is not clear. So, i am practically paying for something i can't see. I tried to turn off and than turn on my smart box (it did some updates), but my TV channels are still not good. What should i do?

The other problem that i have is that my home internet is with very slow speed. I did several speed test (including yours). My download speed should be 1000mbt/s, but I receiv only 109 Mbit / s (!). I hope we could resolve this problem. If not, I am definitely not planning to update my agreement when its gong to be over in a few months, i don't want to pay for something that i can not use. At the very begging of our colaboration, I was deceived and lied from one of your agents, we have resoved that, but now I see unprofessionalism once again. 

[Claudia]

Hello AlexGj,

we still have your details from a former thread. Your modem signal is out of range, some of the other devices in the building have trouble with the signal as well. I would like to send a technician who fixes the signal. Please send me a PM with a phone number the technician can call to make an appointment. Reply here in this thread afterwards. He needs access to the house installation, can you make sure he gets there? The last information I need is if there are symptoms in your household that might be related to Covid-19.

Kind regards

Claudia

[AlexGj]

Dear Claudia,

Thanks for replying. First, i would like to say that we are safe and there is no sign of COVID symptoms in our household (or in our building that i am aware of).

When you said that you need access to the house installation, did you meant our apartment or in our building? If it's our apartment we can give the mechanic access, he can come over and look into the problem. Is this visit going to be free of charge? 

[Torsten]

The technician has to go to the house distribution system, which is usually in the basement or in a separate room (technical room). Ask the landlord or the caretaker about this.
In this case, the use of a technician is free of charge for you.

[AlexGj]

Wir haben uns unseren Keller angesehen, ich denke, es ist das, was Sie suchen. Wir brauchen eine Reparatur, weil unsere TV-Kanäle überhaupt nicht funktionieren. Unsere Telefonnummer können Sie Ihrem Mechaniker mitteilen, wir sind täglich bis 11 Uhr für Sie erreichbar.

Edit: @AlexGj Post zur besseren Lesbarkeit angepasst.

[AlexGj]

We took a look at our basement and we have acces to the instalation.  You can give your mechanic our telephone number, so that we can set up a termin. We are available every day until 11 a.m. Thank you 

[Claudia]

Hello AlexGj,

from what I can see I'd say that's the right one :). I made the task for the technician, you should receive a call in the next few days. Please give us a feedback after the technician left.

Kind regards,

Claudia

[AlexGj]

Dear Claudia,

We had a visit from one of your technician. He looked into all of the installation in our building and in our apartment and he said that the signal is very, very week. He couldn’t repair any of it . Sorry to bother you once again, but i need to know when and how are you going to repair our signal. Yesterday and today, we were completely without internet all day long. This is simply not acceptable. Please, I am asking of you to deal with this issue faster. I understand that you have a lot of customers, but we are in the same position for a longer period of time. 

Thanks for your understanding

[AlexGj]

Оne month I correspond with you about my problem. I do not know a big and serious company such as you can act so frivolous. In the 21st century I face the problem of not having any internet and television, to make it even more tragic, you are extremely unhelpful. Does anyone wonder what my losses from you acts of unprofesionalism? My work and studys are connected to the internet. BIG DISAPPOINTMENT! I hope you will offer a concrete compensation for my damage and tolerance. If that does not happen, after the expiration of the contract, we will not be your cusomers 
again.

[Wallace]

Hi AlexGj,

The values at your connection are unfortunately still further outside and a technician must look at this again on site. Do you agree to another technician visit?

Regards

Wallace