No Internet - DOCSIS Offline

[cgcanpolat]

Hello, 

First off all, I'm sorry that I don't speak German, as I'm a foreigner who has been living in Germany for a while but I'm still not fluent German speaker. 

I signed a 2-year internet contract with Vodafone last year in January. I had set up everything as instructed, but I had no internet. For internet connection on the router, the red dot was blinking all the time but could not find the internet. DOCSIS was also offline. Last year, a technician had come over and taken care of the issue. Since then, I did not have any issue about my internet. However, right now I'm having the same issue. 

The red dot is blinking. There's Wi-fi, but there is no internet. DOCSIS is offline.

Can someone please help me regarding my problem? 

Thank you.

[Claudia]

Hello cgcanpolat,

we need some details from you first. In which federal state do you live/ what is your postal code? What router type did you get from us? Do your neighbours have the same problem with the Internet connection?

Kind regards,

Claudia

[cgcanpolat]

Hi Claudia, 

Thank you for your prompt response.

I live in BW. I live in Karlsruhe and my postal code is 76133. 

My router is Vodafone Station and I can confirm that my neighbours do not experience the same problem. I have already checked with the hotline and everything seems all right in the area that I live in. It seems to be only me who's experiencing this. 

I would rather have a technician come over to my place to have a look at it. 

Best regards,

Cihan

[cgcanpolat]

Okay just an update: 

I have managed to talk to the hotline even though I don't speak German, and they said there's a problem in my area, but I'm not sure if I get it correctly since I was talking in English and they were trying to explain the situation to me in German. Besides, when I talked to them yesterday, they said everything was all right in my area. So, not sure which one is correct.

Could you please look into it and send an technician as soon as possible? I lost my internet yesterday afternoon and I still don't have it. It is affecting my work in a negative way.

Thank you.

[cgcanpolat]

@Claudia Could you please help?

It has been 2 days and I still have no internet and no response from anyone working at Vodafone. This is not acceptable at all. I'm paying for a service I'm not getting...

If you won't be able to fix this soon, please give me unlimited mobile internet so I can use my hotspot. Right now I'm using my hotspot and I have already bought some additional data (and paid for it! unbeliveable). 

Thank you!

[MariaK]

Hello cgcanpolat,

I would like to take a look at your line and start a fault analysis.

Can you please send me a PN with the following details:

Name of the contract holder

Date of birth

Street + house number

postcode + city

State

Customer number

current mobile phone number

Please let us know briefly here if you have written us a PN.

Many greetings,

Maria