Internet connection unavailable after troubleshooting (Köln)

[novad]

Hello!

Since yesterday, my Internet connection suddently stopped working from the early morning. I am able to connect to the router locally, but the router is not connected to the Internet. I've tried this with an ethernet cable and on Wifi.

I tried using the troubleshooting guides available online: Reconnecting the power supply and coaxial cable, the coaxial cable seems to be good without any damage, factory resetting the router. But none of this have solved the issue so far.

I have a Cablemax 1000 contract with the router provided by Vodagone, and I live in NRW. 

Unfortunately, I haven't been able to get in touch with Customer Support by phone, as I'm still learning German. And becasue I do home office, this has been quite troubling.

I would appreciate any help,
Thank you
Daniel

[MariaK]

Hello novad,

Thank you for your message. I have looked at your connection and some values are out of tolerance. That's why I have now created a technician ticket. This will now be forwarded to our technical service partner. They will first try to solve the problem remotely within the next 48 hours. If this is successful, you will receive a notification by SMS. If this was not possible remotely, a technician will contact you.

Best regards,

Maria

[novad]

Hi Maria,

thank you so much for your help! Is there any additional info you would need in the meantime? Like customer number, etc. Just updated my contact phone number as well. 
Best regards,
Daniel 

[Chr1ssy]

Hey novad,

as i checked your costumer account, i saw you already called the hotline.

You can change your phone number in the costumer centre, it's connected to our system.

BR Chr1ssy