am 05.08.202516:11 - zuletzt bearbeitet am 05.08.202516:46 von Ines75
My Stressful Experience with Vodafone DSL Connection
I took a Vodafone DSL 100 contract with a minimum commitment of 24 months. Initially, the connection worked perfectly for the first six months. However, after that period, the problems started, and my experience has been a nightmare since then.
Issue Timeline and Attempts to Resolve:
Suddenly, I started getting Fehler 691 errors, which completely disrupted my internet access.
I reported the issue to Vodafone immediately and tried to fix the problem myself by restarting the router, reconfiguring it with the MIC and login details, and even setting up a new router. Nothing worked.
Vodafone was unresponsive and did not take responsibility. It took them one whole month to even attempt to solve the issue. Despite not having any internet during this time, I was still charged the full contract amount.
After Vodafone finally “fixed” the issue, my internet worked well for only about three weeks before the same Fehler 691 error reappeared.
It has now been two weeks again with no internet.
Dealing with Vodafone’s Customer Service:
I contacted Vodafone customer care multiple times, but their behavior was unacceptable.
They sent a Telekom technician who checked the line and confirmed it was fine.
When I contacted Vodafone again, customer care ignored the technician’s findings and just sent another technician anyway.
I had to explain repeatedly that four technicians already visited, the line is fine, and the problem is not related to the physical connection.
Eventually, one representative said my case would be escalated to the main department.
But the only “resolution” I got was another call asking to arrange a technician visit—something I told them was unnecessary.
Even after explaining the problem (Fehler 691 shows after successful connection; power, DSL, and WLAN lights are all green), they insisted on sending technicians and then closed my ticket as “resolved,” even though the problem persisted.
I had to reopen the ticket and explain everything from scratch several times.
Unfair and Frustrating Situation:
Vodafone suggested I might have a router problem and offered to provide a replacement router—but for a fee.
This is unfair because the problem started due to their service, and I should not be charged for a router fix when I have no internet at all.
I’ve already paid the full charges for the current month despite being offline and unable to work.
I asked them to cancel/revoke my contract; I do not want to continue it. Their response was, You cannot cancel it. It must be until 24 months end.
My Situation and Impact:
I am a software engineer, and reliable internet is essential for my work.
The ongoing internet issues and Vodafone’s uncooperative attitude have caused me severe stress and disruption.
I have exhausted all possible options with Vodafone and now feel extremely frustrated, helpless, and tired.
At this point, I believe the only way to get Vodafone to take me seriously is to involve a lawyer.
*piep*ing *piep* service by Vodafone. They just take money, and all customer representatives are not supportive and are not ready to answer in English even though they understand and speak English.
