Internet disruption even though all router LEDs are white

[shishir]

Dear Vodafone team,

I have been experiencing a problem since about a week where my internet connection (Vodafone Kabel) is disrupted even though all router LED lamps are white. It's been happening every few days, and when I restart the router the Phone LED shines red and the router takes a few hours to connect again. I work from home and  a stable internet connection is crucial! 

I have already spoken to customer service twice, both times they say the service team is handling my ticket and eventually I get an SMS saying they have found no problems on the server side and that they are closing my ticket, when nothing is resolved! The internet gets disrupted again in a few hours!

I have had a full day of internet only 1 day in the past week. Please help!

Other Information

Location: Templehof, Berlin

Router: Vodafone Station

Connection Type: Kabel

Plan: RED 100

Thank you,

Shishir

Edit: Moved from cellular to cable fault messages. Please pay attention to the selection of the right board when posting. Thank you.

[Wallace]

Hi shishir,

unfortunately there is again a return path interference in our network and our technicians are already in the process of eliminating it. You will receive an SMS from us when our colleagues have been successful.

Regards

Wallace

[shishir]

Hello Wallace / Vodafone Team,

Thank you for the reply, it looks like it worked for a few days but now unfortunately again the problem is back  today. I have no internet even though all the router LEDs are white. Could you please have a look again? 

[ERFD]

Hallo shishir,

die Störung ist bisher noch nicht behoben. Das am 16.12.21 zugewiesene Ticket ist bisher noch nicht geschlossen. Leider haben wir keinen Einfluss auf die Dauer. Tut mir leid 😞

Dir und Deiner Familie ein frohes Weihnachtsfest.

Gruß Fred

[shishir]

Hello Vodafone Team,

I am facing another disruption right now and it has been going on for about 3 hours. Could you please have a look and create a support ticket. Your assistance is very much appreciated.

Thanks

Best,

Shishir

[Claudia]

Hello Shishir,

too bad there is another outage :/. Your modem is offline right now, but the others in the building are online, although one of them has bad signal values. Please try a different coaxial cable. If that doesn't change anything we will send a technician to check the line and optionally replace the modem. Can you give him access to the house installation? Are there symptoms in your household that might be linked to Covid-19? Can the technician call the number ***840 to make an appointment with you?

Kind regards,

Claudia

[shishir]

Hello Vodafone Team,

I am facing another disruption right now and it has been going on for about 2 days. Could you please have a look and create a support ticket. Your assistance is very much appreciated.

Thanks

Best,

Shishir

[ERFD]

Hello shishir,

It's a pity that the connection is currently down. We will be happy to take a look at your connection and the problem. Please send us the customer number, name incl. address and date of birth of the contract holder via private message.

We will be happy to do a preliminary check via diagnose. You can then request a callback and our colleagues will take a closer look at the connection. This is the fastest way. Alternatively, you can call us yourself. Our phone number is 0800 5266625.

Write here briefly when the data has been sent.

Regards Fred

[shishir]

Hello,

I have sent you the requested information via a personal message.

Hope the problem can be resolved soon

Shishir

[Martin59]

Hello shishir,

we can already rule out a network fault, as other modems in the house are permanently online.

I would therefore be happy to commission a technician to take a look at the problem on site.

Please send me a PN   with a current mobile number, the info if you can access the house amplifier and if there are signs of Covid-19.

After that please leave a short info here.

Best regards, Martin

[shishir]

Hi Martin,

Sent you the required information via Personal Message.

Best,

Shishir