No internet connection for 14 days

[AyeletIm]

Hello!

I have had no internet connection from the 10th of August till today. I have a Vodafone station router, for the first week the router had all the white lights turning on but there was no connection, and since last Monday the red internet light is flashing.
I tried calling a few different lines of Vodaphone, it was almost impossible to get a service in English. When I did I was told there is a grid failure in my area and a lot of the Berlin routers are down. I understand those things can happen, but nobody was able to explain what is exactly going on, when will it be back? Why is it taking so long for the problem to be fixed? Is there any solution Vodafone can provide for their customers in the meantime?

This is extremely frustrating, I work from home and need an internet connection. Instead of using the service I'm paying for, I need to pay for a Telekom hotspot every day to be able to work.

I live in 10789 Berlin, I was very happy with your service and had no connection problems till this month.

Thanks for your help.

[AyeletIm]

• What exactly is disturbed (complete failure or speed restrictions)? 
  Complete failure
• What does the fault query say ?
  There is a central disorder in your region. We're sorry. We are already working on a solution.
  The disorder affects: Impairment or failure of several services
• Have you performed a reset using the checklist ?
  Yes
• Only in the case of speedproblems: Did youdo3speed checks at different times (approx. 6 hours apart)?  X
• How long has the problem existed?
  From the 10th of August till today
• Has the connection already worked?Yes, only on Mon (16/08/21) morning for a few hours. 
• What hardware do you use (e.g. EasyBox 804 / FRITZ! Box 7590)?
  Vodafone station (CGA4233DE)
  
• Which LEDs light up in which color on your router?
  Power - white
  WIFI - white 
  INTERNET - flashing red
• Are the LEDs lit, flashing or pulsing? 
  The internt red light is flashing for more than a week now.
• Have there been storms in your immediate vicinity in the recent past?
  No

[Wallace]

Hi AyeletIm,

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

VG Wallace

[AyeletIm]

Hi Wallace,

Just sent you a message with my details 

thanks,
Ayelet Im

[AyeletIm]

I received a new SMS from Vodafone last night regarding my ticket:

08/24/2021 7:37 pm: We checked your connection. He is affected by a grid failure. The fault clearance is already running. We do not need a technician appointment with you. We canceled it.

Again this is not giving me any solution to my problem. I don't understand what's this 'grid failure' means - I connect successfully, every day since your server is down, to a Telekom hotspot that works perfectly! also, I asked some of my neighbors in my building and their internet connection works fine. 

[Wallace]

Hi AyeletIm,

in our network there is a very strong return path interferer that causes some routers to go offline temporarily. Unfortunately, our technicians have not yet been able to locate and eliminate the interferer. Today our technicians are on site again and try to find the culprit.

Regards

Wallace

[AyeletIm]

Hey,

first I wanted to thank you, after writing here a technician has been sent to my house, on the 31/08, he fixed the problem and I had internet but unfortunately, the connection worked only for one week.

Since yesterday the internet connection was very bad and today there is no connection at all. This is extremely frustrating, for more than a month now I'm not getting the services I'm paying for. Honestly, at that point, I will want to look into the option of ending my correct since Vodafone is unable to supply the services.

• What exactly is disturbed (complete failure or speed restrictions)? 
• Complete failure
• What does the fault query say ?
• There is a central disorder in your region. We're sorry. We are already working on a solution.
• The disorder affects: Impairment or failure of several services
• Have you performed a reset using the checklist ?
• Yes
• Only in the case of speedproblems: Did youdo3speed checks at different times (approx. 6 hours apart)? X
• How long has the problem existed?
• From the 10/08-31/08
• 06/09-07/09
• Has the connection already worked?
• Yes, for one week (31/08-05/09)
• What hardware do you use (e.g. EasyBox 804 / FRITZ! Box 7590)?
• Vodafone station (CGA4233DE)
• Which LEDs light up in which color on your router?
• Power - white
• WIFI - white 
• INTERNET - flashing red
• Are the LEDs lit, flashing or pulsing? 
• The internet red light is flashing since this morning
• Have there been storms in your immediate vicinity in the recent past?
• No

[Claudia]

Hello AyeletIm,

it's a pity there are problems again :/. What did the technician do when he visited you? Your modem is online for 23 hours, does the outage still persist? Currently there is another return path disrupter that might cause disconnects, I made the fault report ***957/21 for that and added it to the central task.

Kind regards

Claudia

[AyeletIm]

Hello,

Unfortunately, I don't know what the technician did when he visted, but today again the internet light is flashing red and the connection is not working since 9 a.m. During the last week, the connection had a lot of disruptions, there was not even one single day with a properly working internet connection.

Can you send a technician again? I have had the contract with Vodafone for 10 months now, for the first 8 months everything was working perfectly fine. I will love to know what is going on and what is being done to fix the problem, it's been 2 months that the connection is not working at all or not working properly and nobody was able to explain what is the issue.

Kind regards,

Allie im

[ERFD]

Hello AyeletIm,

according to the history, your modem has been reconnected for 3 days. Do you still need support at this point?

Best regards Fred