Hello Vodafone Community Moderators,
Please accept my apologies for writing this post in English, as my family and I do not yet speak advanced German. I am posting here in English in the hopes that a moderator fluent in the language might be able to assist us.
I am writing out of absolute desperation regarding my cable internet contract (Contract holder: Alik Amadeu). We are currently experiencing a complete blackout in Düsseldorf (40489), and the customer service workflow is completely broken.
Our History (36% of the month without internet):
- 1st Blackout: July 19th to July 24th (6 continuous days without service).
- 2nd Blackout: August 11th (evening) until now (already over 48 hours and counting).
The Modus Operandi of Vodafone Support:
Every time we open a ticket via the MeinVodafone App, Vodafone closes the ticket just a few hours later, marking it as "resolved". IT IS NOT RESOLVED. This forces us to reopen tickets and restarts your 24-hour response clock. This feels like a systematic tactic to avoid SLA penalties rather than helping the customer.
We tried calling multiple times, we went to a physical Vodafone shop THREE times in total, and no one is helping us. We were promised English-speaking support when signing the contract, but it is completely unreachable.
Technical details:
- Plan: GigaZuhause CableMax 1000
- Zip Code: 40489 Düsseldorf
- Router Status: The modem keeps rebooting by itself, and the "Phone" and "Internet" lights blink red from time to time.
My husband and I work from home and this is causing severe professional damage. Privately, we cannot even monitor our baby or our dog because our smart home infrastructure relies entirely on the connection.
Could a real human Moderator PLEASE look into our line, check the node in 40489, and send a technician who actually solves the root cause instead of just closing our tickets online?
Thank you,
Alik Amadeu
