Very slow Kabel internet connection

[Kalamoni]

Hello,

I live in a building that supports 1000 Mbps Kabel service, and I'm subscribed to 500 Mbps Kabel service; yet lately in the last few months, my internet speeds have never gone above 50 Mbps, which is very low!

I'm using the Vodafone router TG3442DE and I have gone through the usual check-up protocol:

* Reset the router.

* Use ethernet cable instead of wifi to connect my PC to the router.

* Try a different wall outlet,

* Try different ethernet cables between the router and wall outlet.

Please help as I'm getting less than 10% of the service I registered for, which is very frustrating! 

Thanks

[Kalamoni]

Okay great, thank you @pRo-Marco 🙏🏻

[Kalamoni]

Hi @pRo-Marco @Martin59 @Claudia 

The technician visit was supposed to be today between 11-14, but no one visited, and I see the ticket closed. I opened a new ticket but it got closed again.

Can you please help as this is quite frustrating and taking much longer than needed? 

Also, can you please keep a note for the visiting technician that my intercome doesn't work, and I'm always at home, so they would need to either call or text once they arrive so I can open the building door for them.

Thanks 🙏🏻

[pRo-Marco]

Hi Kalamoni,

the technician could not reach you. Is your name at the bell visible?

Kind regards
Marco

[Kalamoni]

Hi @pRo-Marco

Yes, my name is visible on the doorbell and the building intercom panel, but I'm afraid the intercom doesn't work, so I would need him to call me once he arrives, so I can open the building door for him.

Thanks for your help, it's much appreciated!

[pRo-Marco]

Hi Kalamoni,

okay, thank you. We ordered the technician again. Hopefully it will work now! Please keep us informed!

Kind regards

Marco

[Kalamoni]

Great! thank you @pRo-Marco , much appreciated! 

[Kalamoni]

Hello @pRo-Marco @Martin59 @Claudia 

My technician home visit was yesterday, but unfortunately he didn't show up even though he called me when he arrived and I've told him to wait for me so I can open the building door for him.

A few seconds later, I didn't manage to find anyone waiting. Later on the customer service called and they informed me that he left as he didn't reach me, indicating a wrong address.

I've checked and I saw that my registered address in my account is indicating building "13", while it's "13a", therefore the technician left.

Can you please help me update my address as it seems that I cannot do that from my account settings, and I would like to reschedule a visit for the third time! 

Kindly understand that this is very poor service and I cannot tolerate any longer, please try to fix the issue ASAP or otherwise I would choose a better service provider.

[Moni_GK]

Hello Kalamoni,

just like that you can not change the address, sorry. What address did you enter when you signed the contract? You can report a move via our contact form. This is the only way to correct the address.

Greetings Moni 

[Kalamoni]

Hi @Moni_GK 

Thank you for your support, I have applied for an address change, which should be accompanied by a technician visit, hopefully they can check what might be the issue when they visit.

Thanks!