Internet Outtage

[Internetout]

Internet recently went out and can not get in contact with any English speaking representative to help and have done all troubleshooting I can on my network. 

[Wallace]

Hi Internetout

Welcome to our community. Please answer all the points in this post.

Regards

Wallace

[Internetout]

@Wallace 

I live in vilseck.

post code is 92249

I have the  Red Internet & Phone 1000 Cable

The router I have is the CGA4233DE I received from vodafone

the error with my internet is that no internet is getting to my router, I have reset the modem several times to include factory resets but everytime it has no internet conection. I have attached the error log of the router. This problem has been on going since September 28, 2021. I have been given no help from the hotline because I do not speak German I have tried several times to call the hotline for help.

[Moni_GK]

Hello Internetout,

I would be happy to take a look at the line. Please send me a PN with your customer data (name, address, customer number and date of birth).

Please contact me again when you have sent me the data.

Best regards

Moni

[Internetout]

@Moni_GK 

I have sent you the required information 

[Moni_GK]

Hello Internetout

you should have a technician take a look at it on site.

Would that be okay for you?

Will the colleague come with you to the house installation? The cause seems to lie in our area of responsibility. In this case, the service is free of charge for you. If the technician does not find anyone at the agreed time, if there is a fault in his own cabling between the router and the antenna socket, or if he is unable to gain access, we will charge 99.50 € for the service.  

Under which phone number can the colleague make an appointment with you?

Due to the current developments we have to take certain precautions. Therefore we need to know if there are any symptoms in your household that could be related to Covid-19. Of course we don't want to offend you, but on the other hand we don't want to endanger more people unnecessarily.

Greetings Moni

[Internetout]

Yes having a technician come in works great for me. The technician can contact me at +49xxxxxx

[Moni_GK]

Hello Internetout,

what about the access to the house system? This means the house connection amplifier in the basement.

If you don't know where it is, please ask the house management.

Also, the question about Covid has not been answered.

Greetings Moni  

[Internetout]

@Moni_GK 

Yes I know the location of all the cables as well as have access to thoes areas. 

As for the COVID-19 question no one in my household has had any COVID related symptoms.

[Wallace]

Hi Internetout,

The technician will contact you soon and arrange an appointment.

Regards

Wallace