Home Wifi no longer working.

[AndyLongley]

Hi. I have Kabel home wifi and it has not been working properly for 3 weeks. I cannot stream or watch any wifi based media such as Netflix or YouTube. I have conducted numberous signal tests and the average stats I have are:

18 Mbit Download; 7 Mbit Upload; 38 ms Ping.

I have followed the "tips" for imporving signal strength and these change nothing. I require a technician who speaks English to come and fix this as I am paying for a service I am not receiving from Vodafone.

[AndyLongley]

Wondering what the point of this forum is if Vodafone doesn't even reply?

[ERFD]

Hello, AndyLongley,

basically streaming at 18 MBit/s is sufficient. What does the LAN connection look like? Have you tried to optimize the WLAN? Do you have a lot of external WLAN networks?

Best regards Fred

[AndyLongley]

Hi Fred. I do not have 18 mbs. I just did a test and it's at 10.4 now. The last week the Vodafone test has given me downloads of 2.8; 7.8; 0. (yes that is zero).

Please know that I literally have not been able to watch Netflix or YouTube for 3 weeks now! 

I only have the TV and 2 mobile phones on my network, no gaming, and nothing more than usual.

I request a technician to come and support ASAP as for the year I have lived here the wifi has been poor. I only have one WLAN location in my apartment and cannot change this location.

Please confirm a technician can come as you have a very dissatisfied customer here.

[AndyLongley]

Adding to my last to clarify:

I have only 1 WLAN socket location in my apartment and cannot change this.

I have been in my apartment for 1 year and the vodafone Wifi has been disappointing and problematic for the whole time.

[ERFD]

Hello, AndyLongley,

no technician comes to optimize the WLAN. We don't send a technician out for that.

The 18 MBit/s are from your incoming mail. Please answer the questions. If necessary via LAN on TV.

Best regards Fred

[AndyLongley]

Hi Fred. I do not understand your comments or note. What does it mean?

The only questions you have asked are:

What does the LAN connection look like? DO NO UNDERSTAND YOUR QUESTION.

Have you tried to optimize the WLAN? (YES I HAVE FOLLOWED THE ONLINE STEPS AND NO CHANGE (I ALREADY ANSWERED THIS)

Do you have a lot of external WLAN networks? NO. ONLY THE TV AND MOBILES. (I ALREADY ANSWERED THIS).

So what are the conditions when you do send a technician out? My WIFI does not work properly and it has not for 1-2 months now. I have already done your online suggestions. Myself as a customer needs better support from Vodafone to provide the service you are happy to make my money for every month.

I am looking forward to some customer service and an acceptable resolution. 

[Moni_GK]

Hello AndyLongley,

If "only" the WLAN doesn't work, we don't send a technician here. Fred had asked if the LAN was also wrong.

You don't have another WLAN near you, e.g. from neighbours. This can also cause interference.

Best regards

Moni

[AndyLongley]

Hello - I still do not understand your question. This forum is so frustrating from a customer perspective that I have to wait days to get a response to a request and still there is no solution. All I receive is more confusion and no action.

I live in an apartment block. Other apartments have the internet of course. This is my answer to your WLAN question as I have no idea what else you were asking.

Based on the information I have given you - what is your solution? I expect the next response to give me a solution to my clear problem.

I am NOT receiving the service I am paying for which is also breach of contract from Vodafone. Why should I continue to pay the monthly fee if this does not change?

[Claudia]

Hello AndyLongley,

if the replies take to long for your taste you are welcome to call the service hotline. Both Fred and Moni asked what the connection is like with a direct ethernet connection with an ethernet cable plugged in both the router and your device, as we don't guarantee a certain speed over WiFi due to various possible ressources of restraints in the building or flat we cannot control. What type of router do you use?

Kind regards,

Claudia