No Internet Connection after properly setting up the Router

[enkis_shield]

After fighting with the beast that is the Customer Service for hours, I've decided to try this place. It was an interesting experience with some nice people trying to help, and others blaming me for not being able to speak German. A service worker even explained to me quite passionately that this is Germany and people speak German here 🙂

So I ordered a Vodafone Kabel connection on 31th of December. The box arrived today and I followed the instructions. For example the pictogram explained to me that if I have a 2 socket connections instead of 3, I should put in the adapter and connect the cable to the rightmost socket. Plugged in the router and waited up a bit, and after a while I had seen that both the phone and the internet lights are white (without blinking) and according to a rigorous study of Vodafone DE documentation (and with a little help from Google translate) I realized that this is a good thing which means everything is OK. I then fired up the Google Translate again, and found out that the connection should be activated after an hour has been passed. But that didn't happen. The local IP shows docsis is online as well. So I wonder if I did miss something about activation of the line? Is there any proper way to troubleshoot the issue? 

Thanks in advance

[Torsten]

Which federal state do you live in? Have you booked a number portability from the old provider?

[enkis_shield]

Hello Torsten,

I live in Berlin. And no, as far as I know the old tenant also used Vodafone.

[Torsten]

No, not the previous tenant. Did you previously have an Internet & Phone contract with another provider and commissioned Vodafone to terminate and take over your phone number?

[enkis_shield]

Hello Torsten,

No, my dealings were purely with Vodafone.

[Torsten]

Then have a little patience until a mod can report here and request your data. Unfortunately, this can currently take a few days. But you can use the social media support on Facebook, Twitter or WhatsApp, there is also support in English.

[Nancy]

Hello enkis_shield,

Welcome to our community.

I would be happy to help you. I would like to take a look at your connection and need your customer number, name, date of birth and address by private message.

Please contact me again here in the thread.

Best regards

Nancy

[Shubham]

I am struggling with the new Broadband connection. There are two issues:

1.  My Kabel-Anschlussdose has 2 ports. When I connect the adapter to these ports as per directions, the light on router never turns white and is red for hours. Unsure why this is happening - the earlier tenant used vodafone as well.  Also, I was surprised that no technician visited the house to install the connection - is this normal?

However, I do see a T-Mobile TV Box in the apartment. Is this the issue?

I have connected the router directly to the internet inlet in the house. The router then showed white light and I thought that the issue will be sorted. Now comes another nightmare:

2. This is a 1000 Mbps connection and the max speed that I get is 15 Mbps. Further, every 10 minutes, the network vanishes and is restored in about 2 minutes. 

Tried reaching out to customer care but hours and hours of wait have resulted into nothing. I am really unsure what to do - so thought of checking on this portal.  Request help. 

Also, any way to reach out to Vodafone customer care in English. 

P.S. The customer care is oathetic to say the least. 

[Torsten]

Since the TE has not reported back, I close here now. If you have any questions or concerns, simply open a new post in the appropriate board. Please note, however, that direct support is no longer possible here. It is best to read this article.