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]

there is no covid cases in the houshold, I work until 17h so any time after that is ok. 

[pRo-Marco]

Hi NikolaD,

the modem is online with good values at the moment. Does it work now?

Kind regards

Marco

[NikolaD]

now it works, as it does 80% of the time, but it happened at least 15 times that it just stop working. 
My question is what have you done to prevent that from happening again?

[pRo-Marco]

The signal-values are not good. I'd like to send a technician. Please send a mobile phone number to arrange an appointment via PN. Is the house installation system available?

[pRo-Marco]

Hi NikolaD,

the technician will call you to arrange an appointment. The house installation should be lovated in the cellar. Are there all rooms accessable?

Kind regards
Marco

[NikolaD]

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.

I really hope that this is true, because tehnician was here, but could not locate the source of the problem. All he was able to do is to see that the signal in the building is not good.

[NikolaD]

 The house installation should be located in the cellar. Are there all rooms accessable?

The tehnician was already here, and there were not all the rooms accesible. This information would be good to know before I decided to call a guy. 

[Tobias]

Hi @NikolaD,

the appointment is still open, my colleagues will fix that 😉

Regards

Tobias

[NikolaD]

Hi,
the technician came some weeks ago and made some adjustments, but it still loses the connection sometimes.

for example today 21.06.2022 around 10:30 and again around 10: 45.
I remember that technician told me that if this keeps happening that is probably the faulty router and that I should contact someone from Vodafone in order to replace it?
can you help me with this?
thanks, 
Nikola

[pRo-Marco]

Hi Nikola,

das neue Modem macht sich in Kürze auf den Weg zu Dir. Du kannst es direkt austauschen. Es meldet sich allein an. Den alten Router kannst Du dann innerhalb von 14 Tagen kostenlos mit dem Retourenschein an uns zurück senden.

Viele Grüße

Marco