The router is broken. Need replacement!

[nhlong2701]

Dear all,

Sorry for writing in English. All the technical details are way higher than my level of German that I can handle.

My internet went out since Monday. I wrote a ticket and today a technican was a my place to check the connection. He told me that my router is definitely broken and needs replacement (The connection is ok from his side). However, I don’t know what to do from here. I went to Vodafone shop and they couldn’t help with the case. They mentioned something about customer service. When I called the support line, they sent me new contract via email (Which i don’t need). Maybe my broken german got them confused and that was not their fault. So how can i actually get the replacement for my router?

Not having internet costs me a lot of time and money as i’m working from home. Can I actually buy a temporary replacement router and connect that to vodafone network? And what model should i buy?

I really looking forward for anyone help here.

Thanks

[Chr1ssy]

Hi @nhlong2701,

I'm really sorry you didn't got any help in the store.

Sadly they're not meant to be to support you, that's why they told you to call us. 

In this case normally the technician tells us that a router change is needed and it goes on automatically. However we would be happy to help you with this.

So pls contact us again via WhatsApp. Our digital assistent TOBi will ask you some questions in German at first, after you answered them he will forward you msg to us and we will support you in English if needed. 🙂 

If you don't use WhatsApp, we're also reachable via SMS 0172 4401212.

Best regards

Chr1ssy

[nhlong2701]

Oh great. That’s helpful to know. I will reach out via Whatsapp.

The technician came and check the connection from the wall to his device and it is working for him. So he mentioned the router is probably broken. But he said he is not from Vodafone so he can't help me with the replacement. It is weird that he was the one suggesting me to go to the shop so that the it can't be faster to exchange the router. And it is weird that he didn't know send any message to Vodafone about my router status.

[RobertP]

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@nhlong2701  schrieb:

But he said he is not from Vodafone so he can't help me with the replacement.

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which router are you using? is it a rental device or you bought it yourself

if it is your own router you are responsible to relace ist

[nhlong2701]

I'm using fritzbox 7530 AX. It was from Vodafone, and I bought from them when I signed the contract.

[nhlong2701]

Dear  @Chr1ssy and  @RobertP ,

I reached out to vodafone whatsapp and they mentioned that the problem is not with certainty my router and their technician is still continue to work to find the definite cause. I can re-confirm this now as I borrow a router from my friend and the DSL connection still fails.

This is a bit confusing to me since the Technician told me the problem with due to my router. I remembered he was struggling for 10-15 minutes to get the connection but then it showed an Ok sign on his device and he confirmed to me that the router is the problem. They even tried to close my ticket, which I have to re-open due to existing disruption. What else can potentially cause the problem?

Can you please help give me advice what I should do next? Can the technician visit me again and this time test with me on my router + my borrowed router.

[nhlong2701 · Accepted solution]

Hi, Vodafone sent me a new router and it works. The internet is finally back.