Last SOS call for internet problem.

[JulienArci]

Hello,

I have internet problem for months now (maybe 6, since the "upgrade" from 200 Mbs to 250 Mbs).

I don't speak german, unfortunately, the call center is only in german because the employees are not "allowed" to speak in english...

What's my problem ? 
At random time, my internet connection is not useable. It looks like I can do a search on google, but most of the websites are not reachable. (3 - 4 times a day for 30min-2hours each)

- I already called the customer service and tried to get help. the "second level talk" was supposed to call me back, nothing. 
- I already did everything you or your bot asked me to do (restart, factory reset, cable tests........).
- I called the customer service with help from my girlfriend who speaks german, we did every (sorry for that) useless restart, reset, tests again, nothing.
- I already changed my routeur once and the problem disapeared for one week before coming back (Yeay ! ....).
- My IPv6 address is displayed well in the admin panel of the routeur but, when I test it on internet, the address is not available.

Informations :
-Postcode : 12205

-Red internet & Phone Young 200 Cable
-Your modem (TG3442DE)

-Your modem

-Connection not secure, not useable (connected, no internet access : from android) I can only use google search -but no websites are reachable.
-LAN or WIFI, or external TPLink
-Google, Brave, Firefox and Opera GX
-Windows 10 or android 7.0
-About 6 months ago
-
- I can't call them, I have a french number and it costs me a lot to have advices that didn't work previously.

I am actually working at home because I don't have an other way to do.

Can someone please help me with that ? I am at the end of my rope...

Thank you in advance, 
Have a nice day.

[Claudia]

Hello JulienArci,

I made a new task for the technician and left a note that he shall check the outdoor installation if he can't find a problem indoors.

Kind regards,

Claudia

[JulienArci]

Dear Claudia,
I hope you are fine.

Thank you for this ! 
It's possible that the technician won't be able to reach me on my phone, I'll try to call them in order to make an appointment before they close the ticket.

I wish you a good day,

Best,

[Claudia]

Hello JulienArci,

alright, if you didn't hear from the colleagues by the end of the week please contact us again :).

Kind regards,

Claudia

[JulienArci]

Hello,

As expected, the technicians didn't call me and the ticket was closed 4 days ago...

Could you please reopen a ticket and tell me when it's done, please ?
This time I won't wait for a feedback or a call and i'll contact them as soon as the ticket is open...

Btw, I am still connected to my neighbor's network, as mine is not working.

Thanks

[Claudia]

Hello JulienArci,

that's annoying :/. There is a strange note which makes it look as if the disposition can't call foreign mobile numbers anymore. I asked them what's the matter with that. I also made a new task and put one of the fixed line numbers as the contact number. You will get the job number via PM. Sorry for the inconvenience :/.

Kind regards,

Claudia

[JulienArci]

Dear @Claudia 

As you asked to me in private message, here are my availabilities for the next few days.
I am available from 11am to 8pm everyday as I work at home.
I will be available to give an indoor access to the technician and I will be there if he needs to check the outdoor installation too.
I am not available on March 10th but after that, I'll be fully available.

Thanks in advance for your help !

Best,

[Claudia]

Hello JulienArci,

thank you for your patience. The time slots are quite full already until Wednesday, but there is one left on Saturday between 11a.m. and p.m. You should get the confirmation via email in a few minutes. Let's hope that all good things come in threes.

Kind regards,

Claudia

[JulienArci]

Hello 🙂 

The technician came and checked the indoor installation.

He told me to connect my personal routeur and ask to you if you can activate the Bridge Mode on my modem.
Could you please do that ?
I already deactivate the homespot function (as needed in order to activate the bridge mode)
It will be deactivated in seven days (the homespot function).

Thank you very much for your feedback,

Best regards,

[ERFD]

Hello JulienArci,

You can activate and deactivate the bridge mode yourself in the customer portal after the deadline. If we do this there will be an error message in the portal before the deadline. Please wait for the days.

Regards Fred

[JulienArci]

Hello,

I hope you are fine !

The internet connection is stable now regarding the security and the amount of problems has decreased significantly.
Sometimes we have an unstable connection, but it's not shutting down the service like it was doing before.

I'll see how it evolves in the next few days / weeks.

Thanks for your help ! 

Have a good day,
Best regards