Internet is not working and connection is often instable

[danielwicks2009]

Hi Vodafone team

My internet connection is awful, for months I have had problems with it going on and off and it only gets worse. Last week for over an hour the internet was instable and not allowing me to log into my work. I have tried to complain before, however the userability of this site is not easy to use or function, especially as a non-native German speaker. 

I am very disappointed about the quality of Vodafones internet, I bought this becuase it was told to be a good provider, however I am very disappointed. 

Please improve the service which is being provided.  

Thank you in advance. 

[Tobias]

Hi @danielwicks2009,

if you want we can check chat, just check before that thread and edit some informations 😉

Regards

Tobias

[danielwicks2009]

Thank you for your feedback however I am not sure what you are meaning by your message. My Internet has still been having problems. When I was with m net I didn't get the same issues. How can I proceed and have an improved Internet connection? Thanks 

[Claudia]

Hello danielwicks2009,

we need some details from you first. Please check the link Tobias sent you, copy the questions from there and send them along with your answers here in your thread.

Kind regards,

Claudia

[danielwicks2009]

Thank you for the feedback- please see my feedback below:

• In welchem Bundesland wohnst Du? Sende bitte auch die Postleitzahl - Munchen - 80935
  
• Welchen Vertrag hast Du? Red Internet & Phone 50 Cable
• Welches Modem/ Router nutzt Du? FDF3
  
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät? the device is from Vodafone
• Welcher Fehler tritt auf?  - no internet connection at all - I cannot even log into internet to check the speed. This can happen for a few hours at a time on a regular basis. 
  
• Wie ist Dein Endgerät mit dem Modem verbunden? LAN cable I think
• Welchen Browser verwendest Du normalerweise? - Chrome, internet explorer 
  
• Welches Betriebssystem hast Du auf Deinem Rechner? windows
  
• Beginn und Zeitraum der Störung - since June until now- this issue has happened more frequently again now and now I must work from home again I cannot continue with such poor signal. 
• Lade dazu noch einen Screenshot von den Signalwerten hoch. Diese findest Du in der Benutzeroberfläche Deines Kabelrouters über 192.168.0.1 bzw. über 192.168.178.1 bei der Fritzbox.  - this link does not work on my computer
• Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625 für Vodafone Kabel Deutschland bzw. 0221/46619100 für Vodafone West) durchgeführt? - no one speaks english when i call - i end up having every call being cancelled due to the automatic system 

[Wallace]

Hi Daniel,

I would like to take a look at your connection. Send me your customer data (name, address, customer number, birthday, current phone number) in a private message and then let me know here that you have sent the data.

Regards

Wallace

[danielwicks2009]

Hi Wallace,

Thanks for the feedback, I have sent the data to you.

KR
Danel

[Wallace]

Hi Daniel,

There is a strong LTE radiation at your connection and a technician has to take a look at it on site. The cause seems to lie within our area of responsibility. In this case, the service is free of charge for you. Only if the technician does not meet anyone at the agreed time and cannot gain access, we will charge 99.50 € for the service.

Do you agree with the technician's intervention and can you provide access to the house? What is the best number to call to make an appointment?

Regarding COVID-19: Are you in quarantine or are there symptoms in your household that indicate COVID-19?

Regards

Wallace

[ERFD]

Hello danielwicks2009,

You can just press reply (in the red box) when logged in here below.

We need access to the house distribution system and to our amplifier as well as the access to the apartment there to the antenna socket and to the modem.

The colleagues will contact you by phone, if the order was deposited by us.

Best regards Fred

[danielwicks2009]

Hi Fred,

Thank you for the feedback, please can you explain what I should ask my landlord for access to? 

I can provide access to the apartment, the socket & modem but need to check about the house distribution system and to the vodafone amplifier - how or where can I find access to this? 

Thank you in advance,

Kind regards,

Daniel