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Frage
Antwort
Lösung
am 17.06.2021 19:37
Hi,
I am using vodafone kabel internet at same place from 2+ years but never faced any problem. But form past 10 days, internet is disconnected every 1 hour or so. After 5 minutes it comes back, but why should it disconnect in first place regularly?
I contacted customer care, they assigned a technician. Technician called and said we need to change the router and will send new one.
I got the new router today and within 2 hours, internet got disconnected 3 times.
Can you please solve this issue once and for all? Let me know if you need more information.
Thanks
Ankit
am 20.06.2021 14:28
@Martin59 for the record, the internet was not working again between 12:45-13:00
20.06.2021 21:04 - bearbeitet 20.06.2021 21:20
@Martin59 for the record again, the internet went from 20:55-21:00. And from 21:12 - 21:20. This is 4th time i noticed today and i wasn't home for most of the day. Definitely it would have disconnected more times.
Is that enough information to help you with? Can you support in having the issue fixed?
am 21.06.2021 08:37
Hey,
well, we cant see any interruptions from here. We could try to swapt the device at first, should we try that?
Regards
Tobias
am 21.06.2021 08:49
@Tobias you mean try with a new router?
The one i have now is a new one already, received it 4-5 days back. No need to waste time by sending another router.
You say you can't see any interruptions. That's not my problem. Besides when i call the customer hot line and open a ticket, i get a message that there is grid failure and fixing is going on.
Now if there are no interruption, what are they fixing?
Also to let you know, some other residents in my building are facing exact same issue. So clearly there is something wrong.
am 22.06.2021 08:20
Hey,
yeah, that was my mistake, i didnt saw the swap. Should we try to send a technician? The line looks like its basicly okay, but it could be something on your site. I see some Timeouts etc.
Regards
Tobias
am 22.06.2021 11:39
When you say problem on site, do you mean my apartment? As I mentioned others in the building have the same issue so clearly it's a wider issue.
Regarding sending technician: when i called last week to technical hotline, they assigned a technician. Then next day I get a SMS that technician is not longer necessary because of some grid failure. You can find the updates in this ticket no.: 003-0467646
I feel like I am just being bounced back and forth between your teams without any effort of resolving the issue. Today morning from 10:00 - 11:00 it disconnected 3 times. If you intend to send technician, first clarify with other team why they said technician is not needed.
am 23.06.2021 07:39
Hey @annkintel,
well, i dont have to communicate with them, i saw these tickets already - in that case there was a problem in our network onsite, as you already mentioned. In that case, i already said also that i see some timeouts on your connection (not that area error like last week) - thats the reason why i wanna send you a technician.
Regards
Tobias
am 23.06.2021 12:20
@Tobias sure, if you think sending a technician would help, then please send one. What time would you propose for a technician appointment?
am 24.06.2021 10:22
Hey,
well, they will contact you to talk about further instructions, could you send me a mobilenumber where they can reach you? Whats about the house connection room, can you give them acces to them?
Please send me the number via private message 🙂
Regards
Tobias