Frage
Antwort
Lösung
am 15.07.2022 09:54
Hello Vodafone Team!
1. I am having no internet from yesterda afternoon 15.07 1500hrs.
2. On my Fritzbox I see the Power Light becomes constant but as soon as I try to connect to the wifi, internet connection is lost and the Power Light starts blinking.
I work from home office, can you please help resolve it fast?
Regards
Gelöst! Gehe zu Lösung.
am 19.07.2022 10:56
Hello Rohan7,
i create a technician order for you. The date will be coordinated with you.
Let us know, what happend.
Regards
Jens
am 15.07.2022 16:00
Hello Rohan7,
can you check this link and add the asked data?
Störung der Kabel-Internet-Dienste
Regards
Jens
am
15.07.2022
16:35
- zuletzt bearbeitet am
15.07.2022
17:57
von
Jens
Hello,
My Customer Number is *** and Contract Number *** and the other details you asked below. Can you please send the technician at the earliest?
In which state do you live? Please also send the zip code
Berlin, 10969
What contract do you have? (eg internet + telephone 100)
power cable
Which modem/ router are you using? (e.g. Hitron)
FritzBox 6591 Cable BP
Do you use a rental device from us or do you have your own device?
Rental Device from you.
Which error occurs? (Speed too low; packet loss) Also send screenshots of speed tests (with date and time) and tracerts/ping plotter measurements in the event of packet loss or ping problems. Set the ping plotter to 2.5 seconds for the interval and use affected services as the target.
No Internet
How is your device connected to the modem ?(LAN; WLAN; additional router; PowerLAN)
WLAN, LAN
Start and period of the disruption (eg: since the beginning of April; only in the evening)
07/05/22 1500hrs
Also upload a screenshot of the signal values. You can find this in the user interface of your cable router via 192.168.0.1 or via 192.168.178.1 on the Fritzbox.
What did the test with the network assistant and the chat bot TOBi reveal ?
Yep, Tobi did not help and told me to call Vodafone, I am still learning German so they asked me write to the forum.
What measures were taken by the fault hotline (available on 0800-5266625 for Vodafone Kabel Deutschland or 0221/46619100 for Vodafone West)?
Unfortunately I cannot communicate to them since my German is not good and their English is not good.
We will really like this to be resolved at the earliest since Work from Home is being disrupted via it.
Regards
Edit: Personal numbers deleted. Don't post this in public. Regards Jens
am 15.07.2022 18:13
Hey Rohan7,
thanks for that. Let me know your personal data (name, date of birth, address and customer number) in a pm. Then I can check it.
Regards ^jgk
am 17.07.2022 19:55
Hello Rohan7,
I have looked at it. The levels are completely out of tolerance. This needs to be looked at by a technician on site.
Agreed?
Then I just need the answers to three questions.
1. under which phone number can the technician reach you?
2. it is important that the technician has access to the house installation. Can you ensure this?
3. did people in your household experience symptoms in the last 14 days that could be related to Covid-19?
The service is also free of charge for you. Only if the technician does not find anyone at the agreed time, the fault is in your own cabling between router and antenna socket or in your own equipment, or if he cannot gain access, we will charge 99.50 € for the service.
Greetings Moni
am
18.07.2022
11:36
- zuletzt bearbeitet am
19.07.2022
10:38
von
Jens
Thank you. Though the internet started working again, we will follow your advice and as suggested will have the technician look into the matter.
1. ***
2. Yes, I have the keys.
3. No we did not have any covid-19 symptoms.
Regards
Edit: Phonenumber deleted. Regards Jens
am 19.07.2022 10:56
Hello Rohan7,
i create a technician order for you. The date will be coordinated with you.
Let us know, what happend.
Regards
Jens
am 22.07.2022 11:40
Hello,
So the technician did arrive and fixed the issue in the basement. He also showed me the readings which turned from yellow/red to green on his tablet.
Thank ou. I think the issue is fixed.
am 22.07.2022 15:28
Hello Rohan7,
that sounds great.
Please look at your pm.
I'm going to close here. If you still have questions, feel free to open a new post.
Regards
Jens