English Support needed - no internet for 13 days, customer support not helping

[jiehong]

Hi,

I called the customer support, after following the network wizard, because I do not have internet anymore for the last 13 days.

They planned a technician call, but the technician refused to speak English, and hanged up. Then I got a SMS saying they couldn't reach me…

Then, calling the customer service ended up with many people telling me they do not speak English, and rudely hang up.

I then sent an email to vodafone, and they told me to request support in English here.

Here are the responses to the questions:

• Which contract do you have? Internet + telephone 250
• Which modem / router do you use? Modem CH7466CE
  
• Do you use a loaner device from us or do you have your own device ? Device is from you.
• What is the error ? The "@" led keeps on blinking forever, never getting a connection. Any ping, or http request fail for all device, on any operating system.
  
• How is your terminal with the modem connected ? LAN or WIFI, same issue.
• Which browser do you usually use? Unrelated to the browser, it's the modem itself. (but for completeness sake, Firefox, Safari mobile, Chrome. Same issue in all cases).
  
• Which operating system do you have on your computer? Linux, iOS on the phone, Windows on laptop. Same issue in all of same.
  
• Start and period of the disturbance. Start: 2021-08-14, End: still on going
• Upload a screenshot of the signal values . See attached file.
• Which measures were carried out by the fault hotline (available at 0800-5266625)? Power restart, power plug/unplug, cable plug / unplug, reset router to factory settings. Nothing helped.
• In which state do you live? Bayern.

[ERFD]

Hello jiehong,

is there an administrator in the plant who can clarify this for you or mediate there? Without access, unfortunately, it goes no further.

Currently it takes a few days until we are back in the post 😞

Best regards Fred

[jiehong]

@ERFD:

> is there an administrator in the plant who can clarify this for you or mediate there? Without access, unfortunately, it goes no further.

I tried with the hausmeister, but it is not going anywhere, unfortunately.

Is a contract change possible to use the phone line instead of the kabel?

Also, would it be possible to have a refund? I have no service for the past 1 month now…

[ERFD]

Hello jiehong,

we have listed you the possibility to accelerate it. So far there was no response to my reply of 17.09.2021.

Best regards Fred

[jiehong]

Hello @ERFD ,

On the 17.09, you said:

> is there an administrator in the plant who can clarify this for you or mediate there? Without access, unfortunately, it goes no further. 

My appartment is not a plant, and there is no administrator. That is why I said I tried contacting the hausmeister, because I thought that what you meant by "administrator".

So this is not going any further at the moment.

Could you please clarify what is the next step?

I already have paid even though I get no internet service.

Again, can you answer my question: is it possible to convert my kabel contract into a ADSL contract via the phone line instead?

Best regards,

J.

[Martin59]

Hello jiehong,

we have the feedback from the last technician that a collective appointment is needed so that a fault clearance can take place. Please contact your landlord in this regard so that he can assist you.

Best regards, Martin