Bad connection since 12.2021 in Hamburg (22089)

[Sergiowlx]

Good morning!

I need some help with my internet connection.

I have a Vodafone connection since July last year, and everything was working fine until December last year when the stability of the connection started to be really bad.

I am disconnecting all the time from the internet, which makes it impossible to work, watch streaming platforms or play online.

Since one week ago the internet connection is interrupted every 10 minutes and I don't have phone connection at all.

If I call the hotline I can't even reach a person to explain the problem.

Could you help me, please? I need stability because I am working from home at the moment.

[Sergiowlx]

Just for the record, I have experienced now a disconnection and this is what the router log looks like after it:

[Claudia]

Hello Sergiowlx,

do the problems occur via WIFI and ethernet as well? Do they keep happen after you reset the router to the factory settings?

Kind regards,

Claudia

[Sergiowlx]

Hi Claudia,

Yes, the router keeps restarting all the time and cable and wifi shut down, so no internet in any of them. Internet by cable comes before, and wifi takes like 5 minutes to fully work again.

The problem still continues after the router has been reset to the factory settings. I have done it many times.

Could you check my case and help me?

Thanks a lot!

[Wallace]

Hi Sergiowlx,

I like to look at your connection. Send me your customer data (name, address, customer number, birthday, current phone number) in a private message and then let me know here that you have sent the data.

Regards

Wallace

[Sergiowlx]

Hi Wallace,

Thank you for your answer.

I have sent you all the detail by pm.

Regards,

Sergio

[Manu]

HI Sergiowlx,

thanks for the data and please excuse the late reply.

I have checked your router, it is online for about 6 days. When was the last interruption and when did you last perform the factory reset?

Best regards, Manu

[Sergiowlx]

Hi Manu,

Yes, it seems that the problem has been solved, but we had really bad connection for months and we didn't have a compensation for this.

I hope this won't happen again.

Thanks,

Sergio

[Claudia · Accepted solution]

Hello Sergio,

good that it works now :). Since you didn't contact us before February we can only give you a 50% refund for this month. Are you okay with that?

Kind regards,

Claudia

[Sergiowlx]

Hi Claudia,

That would be perfect. Thank you for the support.

Best regards,

Sergio