Cable Internet Disturbance for 11 days

[Mahmoud_zz]

Hi Vodafone Team,

Short story: I had no internet for 11 days, without knowing the reason, and without getting any concrete alternative.

Long story:

Disclaimer: My German is not great and I spoke with customer service in German (they did not have English-speaking persons), so the conversations below are not completely accurate.

On Monday 22.08.2022, the internet in my whole building was cut-off. I called customer service and they were at first unaware of any problems, then the lady told me that there is a disturbance in the area. She told me to wait until this is fixed.

I waited then called again, asked for a concrete solution, and suggested that they give me higher internet volume on my pre-paid SIM card. They told me this is not possible on a pre-paid card. I asked that they at least give me a reason for this problem or how long would it take, and they could give me neither. She told me there are people on-site working on the problem and just to wait.

A couple of days later I called because I was frustrated with the situation, and told the person "I need the internet because I have online classes and I cannot attend them. Please, if you cannot give me an alternative at least give me a duration for the fix," to which he said they cannot offer a solution and gave me another number to call. I called and explained the whole situation, then he told me this is not the correct department to call, then he started giving me advice to buy a Mobilfunk contract.

Today, 02.09.2022, 11 days later, the internet is back. I am really frustrated with how the customer care was not helpful in any way.

So, I would like to ask for at least my money back since there was no internet and I had to miss some lectures, too!

[pRo-Marco · Accepted solution]

Hi Mahmoud_zz,

I'm sorry about how that went For support in English, it's best to contact Facebook or Twitter. Of course, we can also book data volume on CallYa cards. A contract is not necessary for this. We will also gladly deposit a credit for the period of the outage. Again, please contact our colleagues. Unfortunately, we can no longer offer individual support here in the community.

https://forum.vodafone.de/t5/Willkommen-in-der-Community/%C3%84nderungen-in-der-Vodafone-Community/t...

Kind regards

Marco

[Mahmoud_zz]

Hi Marco,

Thank you for your response and advice. Unfortunately, it is not clear how to contact Vodafone in English. The messaging option in Facebook leads to ToBi, who answers: "Hello, Currently I am only able to answer questions in German language. Please try again in German."

Do I send a private message in Twitter? Do I create a public facebook or a public tweet? It is just so difficult to reach any customer support in English.

Kind Regards

Mahmoud

[Tobias]

Hey,

you could also try twitter .) Facebook should work also.

Regards

Tobias

[Mahmoud_zz]

Hi Tobias,

Thank you! Twitter support is great, I cannot ask for better!

Best,

Mahmoud