Cable internet does not work

[NikolaD]

I'm living in Berlin 10317

Im using cable 100

My customer number is  ***

I woke up this morning and there were no internet. 

I restarted the router, and even pull it from the wall and waited for some time, but it is still the same. The internet led is blinking red. Please help me. I'm working from home, and it is my apsolute priority to have a stable internet connection, i was hoping that Vodafone's premium package can deliver this, but it seems that i was wrong.

Edit: Customer number removed

[NikolaD]

Which contract do you have? CableMax 1000 Which modem / router do you use? CGA4223DE

[Claudia]

Hello NikolaD,

we still have your details from a former thread. Your modem is online right now, but the signal is a bit low. Please try a different coaxial cable.

Kind regards,

Claudia

[mateuszzzz]

the problem is everywhere in germany with vodafone. the router reboots and breaks by itself. Change provider. I have been calling vodafone for 6 weeks and they are not helping me.

[NikolaD]

Thanks 🙂
what other provider would you suggest?

[ERFD]

Hello NikolaD,

the signal levels at the modem are still bad 😞 If you have already tested a different cable, this will probably need to be looked at by a technician on site. This needs the access to the house distribution system and an info, whether there are known diseases with Covid 19 in the household. The fault clearance of our components up to the modem is free of charge. Please have a look at the information about the service fee.

Regards Fred

[NikolaD]

This is rediculous. 

what happens if it is fault on your side?
Did I get my money back for the service that I paid, but was not provided with?
How do I know if tehnician is not covering for you, do I get provided with testing methodolgy guidlines and results?
At this point I have exactly 0 trust, I feel that I'm being taken advantage of,  that you are not very competent, and ill intended.
The fact that you are taking something that my livelihood depends on with this sort nonchalance is appaling.
Please fix this

[ERFD]

Hello NikolaD,

we are responsible up to and including our cable modem, and if something is defective in our network structure, we will pay for it free of charge for you. This is also stated in the terms and conditions and in the information on the service fee. If you can give me the requested information, we can assign the technician. If you do not trust us at this point, you can change the service channel at your request.

Regards Fred

[NikolaD]

What will the techinician be checking, what if comes when everything is working fine acctually, but agains becomes bad in a day or two? What does he examine, and for what period?

I have very bad internet again.
I learn from this comment  https://www.reddit.com/r/germany/comments/ui4q9f/vodafone_is_awful/ that I can cancel the contract if I use some government issued software, which would be my next step if you don't have a way to assure that this will stop happening
https://www.bundesnetzagentur.de/DE/Vportal/TK/NeueKundenrechte/start.html

[Moni_GK]

Hello, the technician will check the line. If you have not broken anything yourself and the antenna cable is OK, then you have nothing to worry about.

How do we want to proceed? Should we commission the technician for you?

We cannot accept a cancellation here. For this you can use our contact form on the website.

Greetings Moni