Frequent Internet Disconnection

[FelixAntick]

Hi Team,

In the recent times there has been frequent disconnections in my Internet. Its not just the WiFi but also the lan connectivity. 

It occurred today at 20.35 and still ongoing.  I can see that the Internet light on the router is blinking red. This happens often...

Kindly check on this as it is not good for home office situation. 

Thanks,

Felix Antick 

[pRo-Marco]

Hi Felix,

there is nothing visible in this period of time. Is it okay for you, if we replace the modem for free?

Kind regards

Marco

[FelixAntick]

Hi,

The modem was replaced last year but the issue continued still. 

Could this be an issue with the speed ? Can I have trial of a higher speed ?  In this trial period if I see that the disconnections don't occur then I am fine to upgrade my plan. 

Look forward to your advise 

[Claudia]

Hello FelixAntick,

there is no trial period for an upgrade. However, you may revoke the upgrade within 14 days if you are not happy with it. But I rather don't think that will have an effect on the disconnects. What speed do you get when the disconnects happen?

Kind regards,

Claudia

[FelixAntick]

Hi,

My speed is 250mbps and during the disconnection  times the speed also gets reduced drastically so I assumed it could be the bandwidth issue.

If you feel that replacing the modem will do the trick then please send me the new modem. I can try it out and let you know. 

Secondly If I want to upgrade my plan to 1gbps plan how much would be my monthly  charges ? 

[Claudia]

Hello FelixAntick,

I'm sending you a new router. Please send the current one back within 14 days. The address for that is

Vodafone Kabel Deutschland GmbH

c/o DHL Paket

Am Tower 222

90475 Nürnberg

If you switch to 1 GBit/s you would pay 39.99€ per month. You can see your upgrade options in the customer portal and do the upgrade there as well.

Kind regards,

Claudia

[FelixAntick]

Hello Team,

I have already sent back the old router and yet I am charged for it in my bill for August. 

Can you kindly check this & revert back the charges.

Thanks,

Felix 

[Jana478]

Hallo FelixAntick,

I see in the system that the router was invoiced, but since it arrived within the extended deadline, the amount was charged again.

Greetings Jana

[FelixAntick]

Hello Team,

Yes there was a delay in sending back the router as I couldn't configure it as I needed a RJ45 lan connectivity for it. I had spoken with your tech support to check if there are other options  like type C or normal USB. Jut there were nome so I hadn't order a type c to rj45 converters order to get the new router configured. 

Would the charged amount be refunded or not. ? Change of the router has still not solved the disconnection issue. 

[Jana478]

Yes, you will be credited with the next invoice. So it will be offset.

Greetings Jana