No Internet again, unable to speak to anyone in English

[Jonesyberlin]

Hello I have had no internet for 4 days - I have tried to call but unfortunately my German is not good enough to communicate and no one speaks English when I call - a friend called for me and they said they would fix the issue but it is still not working - can someone please contact me.

[Wallace]

Jonesyberlin,

please answer all the points from this post.

Regards

Wallace

[Jonesyberlin]

• In which state do you live? Please also send the zip code
  

Berlin 10247

• Which contract do you have? (e.g. internet + telephone 100)Kabel - Power
• Which modem / router do you use? (e.g. Hitron)
  

Kabel Router

• Do you use a loaner device from us or do you have your own device ?Own?
• What is the error ? (Speed ​​too low; packet loss) Send screenshots of speed tests (with date and time) and tracerts / ping plotter measurements in the event of packet loss or ping problems
  Complete loss of internet - network not showing up but lights are on the router
• How is your terminal with the modem connected ? ( LAN; WLAN; additional router; PowerLAN )WLAN
• Which browser do you usually use? (e.g. Firefox)
  Chrome
• Which operating system do you have on your computer? (e.g. Windows)
  Windows
• Start and period of the disturbance  (e.g. since the beginning of April; only in the evening)26 August - now
• 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.no internet - can I do this?
• Which measures were carried out by the fault hotline (available at 0800-5266625 for Vodafone Kabel Deutschland or 0221/46619100 for Vodafone West)?????

[Wallace]

Hi Jonesyberlin,

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

VG Wallace

[Jonesyberlin]

Thank you, I have sent you a private message.

Regards

Anna

[pRo-Marco]

Hi Jonesyberlin,

the modem is online with good values. Would you please explain what the exact problem is? From our side everything is okay.

Kind regards

Marco