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.

[JulienArci]

Dear Claudia,

Thank you for your answer,

I sent to you a private message with all the needed informations.

I wish you a lovely day,

Best regards, 
Julien Arcicasa

[Tobias]

Hi @JulienArci,

can you send me the mobilenumber again? Whats the countrycode on the number youve send us? 🙂

Regards

Tobias

[JulienArci]

Dear Tobias,

Thank you for your help,
I sent you a private message, I have a french phone number

Thank you for your help,

Best,

[Tobias]

Hi @JulienArci,

thanks, they colleagues will contact you 😉

Regards

Tobias

[JulienArci]

Dear @ERFD, @Claudia, @Tobias 

I called the technicians because I received a paper in my mailbox saying that they couldn't get me on the phone.
I never received any call.

I called them back as soon as I received the paper.
They told me that the ticket was fully closed by Vodafone and that I need to contact you again in order to open a ticket again.

I don't have more time to lose, I can't use properly the service I pay for, and for a long time now.
I can't do my job and I'm struggling too much for this ticket.

Could you please open a ticket and keep me in touch ?
I'll call them as soon as you confirm that a ticket is open.
I won't wait a call from them to avoid the same situation.

Thank you for your understanding.

Best,

[Claudia]

Hello JulienArci,

the ticket was closed by the technicians company, not by us. I made a new task and left a note that you didn't get a call last time.

Kind regards,

Claudia

[JulienArci]

Dear Claudia,

Thank you for your answer, I will contact them on Monday in order to make an appointment.
I hope they won't close the ticket until then.

Have a good day,

Best regards

[Claudia]

Hello JulienArci,

I see the appointment was successful now. I keep my fingers crossed the technician will solve the problem on Monday.

Happy holidays and kind regards,

Claudia

[JulienArci]

Hello,

I hope you are fine.

Since the intervention of the technician,
We had a perfect first week with internet.

Unfortunately, since a few days,
It looks like we have micro-disconnections that appear randomly.
As an example, when we are in a call using teams, attending a meeting online or watching a stream, the sound and video are interrupting randomly.

I can see that my phone is swiching between Wifi and 4G while connecting again to wifi.
Important to know : The problem appears with an ethernet cable too.

Did you notice something strange on your side, please ? 

Thank you in advance for your help,
While waiting your feedback, I wish you a great day

Best regards,

[pRo-Marco]

Hi JulienArci,

I checked the connection, but I did not find any issues. Can you tell me some times, whenn de disconnects happen? We can give it a try and replace the modem, if you like.

Kind regards

Marco