Service disruptions - Home Internet - Unable to open a ticket

[ajesh]

@@all

I am writing this community post as a last resort.

have been using Vodafone Cable internet at my home since Feb 2022. From 10.05.2022, I am experiencing frequent connection problems. I am getting disconnected from the internet (Mobile/Laptop shows No Internet but still connected to the wifi network). I nead to disconnect and connect again to the wifi to solve this problem. Sometimes, it takes a long time to re-connect. I restarted the router once I experienced this issue and I could see a red light for almost 4-5 minutes, and then connected to internet. This happens several times a day and affects my homeoffice works. 

I tried to contact vodafone technical support to raise a ticket.I am new to Germany and I can't understand or speak German. I call the support telephone numbers, and say "Operator" to talk to some English speaking agents. But most of the time I am getting connected to a German speaking agent and they end the call saying I need to call again. This happened severaltimes. 

After a few tries, I was lucky to get an English speaking agent. I explained my problem to him. He gave another number to call. I dialled that number, after several attempts I got an English speaking agent, talked to him, arranged a callback, that was also in German. Seems like they put me in a never ending loop. 

I am really fed-up now. I want to raise a ticket and get this issue solved. For that, I need to know

1) how can I contact the Cable Internet support team, who speaks English to raise a complaint.

2) can I do it via Email/Chat? 

Any helps would be grately appreciated. 

Thanks and regards, 

Ajesh

[pRo-Marco]

Hi Ajesh,

to get someone speaking English at the hotline, you need luck To get support in english you can write hier in our community or you can use our support-sites on Twitter or Facebook

Now you are here, we'd like to check the connection and find a solution. Please send me your name, address, day of birth and customer number by PN. Please also let me know here if you have sent the message.

Kind regards

Marco

[pRo-Marco]

Hi Ajesh,

the signal-values seems to bee good. Would you please give me some examples of the problem?

Kind regards

Marco

[ajesh]

Hi Marco, 

First of all, I would like to inform you that this problem occurs now and then. Other time, everything seems okay. 
Now let's come to the actual problem.

I am frequently seeing a "No Internet" on Windows, Linux and Android devices. For example, while I am attending a google meet call, it gets frozen for a while with a "No internet" message. If I check the Wifi indicators on the device, I can see that the device is still connected to the Wifi, but the there is no internet access. 

All signals (LEDS) on the router seems okay. If I disconnect the wifi and connect it again (Flight mode on/off) then, it takes a while (2-3 Minutes to connect to the Wifi, max 5 minute). Then everything works normal. 

This happens many times a day, but not every day. 

[pRo-Marco]

Hi ajesh,

so I'd like to replace to router for free. Is that okay for you? What about your other thread with nearly the same problem?

Kind regards

Marco

[ajesh]

Hi Marco, 

If you believe that replacing the router will fix this issue, I have no objection in getting it replaced by Vodafone. 

About the other thread, it is closed now since you replied on this. 

Btw, I would like to add that I am still facing the prolems, too often nowadays. I bought a LAN adapter and tested my internet via LAN cable when it shows No Internet. I can confirm that it's not an issue with Wifi but with the LAN too. 

I would expect a through check from the Vodafone team on this matter. 
Last issue happened 06/13/2022 Around, 12:00 13:00 PM. I have taken the screenshot and videos of the issue. If you need I can submit it. 

Regards, 
Ajesh

[pRo-Marco]

Hi Ajesh,

in this period of time there is only a reboot visible. The new modem will arrive soon. You can replace it yourself. Please send the old one back to us for free with the return-paper within 14 days. Please also keep us informed!

Kind regards

Marco