Internet not Working - Apartment Change Help

[Ismile]

Hello community, hope my message finds you well.  I recently changed my apartment. In the same building, I was in the second floor,  but now I am on the ground floor.
Since I moved to new apartment, I am struggling with the intenet. From 7 days in a week, it just does not work for 3 days. I tried everything from resterting / reseting  router, computers, forget this network and connect again, but nothing improved. It is very frustrating as I have to do home office with this situation.

I called vodafone few times but again they are not willing to speak English for some non existing rule and hence my issue remains this way. I am paying 40 Euros every month from the last 3 years, probably more, to get this third class customer service from one of the biggest companies in Germany.

I am writing here in hope that someone would be able to help me.

@Michi @Norman 

Thank you.

@Ismile Edit: Moved from DSL to Cable. Please do not post personal data in public!

[Jens-K]

Hi Ismile,

you are using DSL?

In this case, you have to order the relocation of the connection. Even if you just change the floor.

Otherweise you will not be able to use your connection in the new flat.

So did you order the relocation and has the connection been moved to the new flat?

Or are you using cable? Then please tell me your zip code.

Regards,

Jens

[Ismile]

Dear Jens,

Thank you for your reponse.

I am not using DSL. My contract is: Red Internet & Phone 200 Cable.

I did not order relocation package becaseu first I was not knowing about it and secondly no vodafone representatives stayed with me on the line to at least listen to my situation.

Let me share my details below, you might need those to look in to my matter:

***

85406 Zolling.

I have also received a note from your colleague Andre, who has also requested for some details to be able to open technical ticket for me. I think I should not share details twice to avoid any confusion.

I really appreciate your support.

@Ismile Edit: Personal data deleted.

[Ismile]

Hello Jens,

I would like to know is someone working on my issue?

And is there any ifnromation required from my side? Thanks.

[Wallace]

Hi Ismile,

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

VG Wallace

[Ismile]

Hello,

Just sent you a private message.

[Wallace]

Hi,

There is a number missing from the customer number. There must be nine digits.

Regards

Wallace

[Wallace · Accepted solution]

Hi,

You need to have a technician look at it on site. The cause seems to lie in 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 €.

Do you agree to a technician call-out and can you provide access to the house system? 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

[Wallace]

Hey,

the technician will be in touch soon to make an appointment.

Regards

Wallace

[Jens]

Hello Ismile,
 
you write a pm with the detail, that are all fine now.
All of the "Moderator/in" are from Vodafone but please write not a pm to use, is we not asking about that.
If you have future questions, please open a new thread.

Regards
Jens