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Help - Internet not working




I am a new client to kabel vodafone in hessen (unitymedia) and all I had until now were problems. I am a client for one month. 


Right now the internet is not working (blinking red in the router). I've tried everything - connect and disconnect, reset, apply factory settings.. nothing works. 

I've called 6 times to the costumer service and they said someone from technical support would call... and nothing. 

Can anyone help me? Due to corona I have to do home office and I already lost 2 days of work! 

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1 Antwort 1

Hi Margarida1993

Can you please give us the following information:

•Which contract do you have? (e.g. Internet + telephone 100)

•Which modem/router do you use? (e.g. Hitron)

•Do you use a rental device from us or do you have your own device?

•Which error occurs? (Speed too low; Packetloss) Also send screenshots of speed tests (with date and time) and tracerts/pingplotter measurements in case of Packetloss or ping problems

•How is your device connected to the modem? (LAN; WLAN; additional router; PowerLAN)

•Which browser do you normally use? (e.g. Firefox)

•Which operating system do you have on your computer? (e.g. Windows)

•Beginning and period of the disturbance (e.g.: since the beginning of April; only in the evening)

•Upload a screenshot of the signal values. You can find these in the user interface of your cable router via or for the Fritzbox.

•What measures were taken by the fault hotline (available at 0800-5266625)?

•In which federal state do you live?

Best regards

Netz-Assistent How To Hilfe !

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