No Internet for a week in Friedrichshain

[yellowmoka]

I live in Friedrichshain and our Vodafone Cable Internet has not been working since the last Friday.

The router (Vodafone Box) and WiFi signal do not show any disruption, but there's absolutely no data.

We have called the Customer Support, where they notified about a service disruption for around 200 customers in our area (!!!) and that they are already fixing it. It's worth mentioning that the Network Wizard states that there are no service disruptions in our area...

First of all the fact that there has been absolutely no proactive notification from the provider is quite disappointing...on top of that, the issue keeps persisting and there is no real support from the Company whatsoever plus no updates on the opened ticket.

In a period like this where a stable connection is crucial for working purposes due to mandatory home office policies by employers, this is unacceptable (and I don't even start mentioning the several reboots or extremely slow connections I have experienced in the last year).

I am writing this post due to the highest frustration I have ever experienced as a customer, PLEASE help fixing this issue.

Es tut mir leid, dass ich nicht spreche, aber meine Kapazität ist begrenzt.

[yellowmoka]

Hi Marco,

How can the meeting be arranged?
I can confirm that the 2,4 GHz connection has never worked as I had tried to split it in order to allow some systems to connect which can only work with that frequency.

The Net Assistant is still mentioning the following with no resolution date "An Deinem Anschluss liegt eine sogenannte Rückwegstörung vor, die Deine Internet- und Telefon-Verbindung einschränken kann. Falls nötig, lass bitte unseren Techniker Deinen Anschluss prüfen. Die Störung beheben wir so schnell wie möglich. Vielen Dank. Ein aktueller Zeitpunkt für die Behebung der Störung liegt derzeit nicht vor.".

FYI I have bumped into a neighbour who is facing extreme inconsistency of the line anyway...

Please let me know how I should proceed, as it seems I only get updates from this channel and not from the official ticket!

[Claudia]

Hello yellowmoka,

to send the technician we need the following information: Can you give him access to the house installation? Are there symptoms in your household that might be linked to Covid-19? Is the telephone number that ends on 958 still valid?

Kind regards,

Claudia