No internet signal on 400Mbps line
Hello, technician has installed Voo modem at home and he told me that there is no signal in the neighborhood because it's a new network.
He told me that within 48h signal and internet will come automatically and a technician will call me to verify it. 48h have passed, no phone call received and no signal or internet too.
Any help would be appreciated.
Thanks
He told me that within 48h signal and internet will come automatically and a technician will call me to verify it. 48h have passed, no phone call received and no signal or internet too.
Any help would be appreciated.
Thanks
Problème
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Réponses
Marcs
Top Expert
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12.5K Messages
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Hi, it is strange that the technician did the installation if there is no signal.
@Lionel S tu pourrais regarder à ça ?
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Lionel S
Officiel VOO
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6K Messages
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Hello !
Can you give me your customer number ?
I've set this topic as private so I'll be the only one to see your costumer number.
Force & Honneur
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Lionel S
Officiel VOO
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6K Messages
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Hello,
Now that I have an access to your file, I can give you a bit more explanations.
The technician that installed your products asked for an intervention on the outside. He thought the matter would be solved quickly, as it usually is.
Unfortunately, the second technician realized it would not be that easy. Apparently, a section of the network still has to be made. The is currently no power going through the devices located outside.
Do not worry, though. A report has been filled, asking to do what is needed.
However, I cannot say how much time this will take. We might be talking about weeks before this is being fixed, I'm afraid.
Force & Honneur
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Lionel S
Officiel VOO
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6K Messages
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Hi,
It's a good thing you come back to me about this.
I have received no answer yet. I've asked another service what's going on because this does not seem right.
It's normal you nieghboors are having the same issue, because a whole segment of your street is in this case. From what I understood, we are waiting for Ores (the electricity supplier) to do something so our devices outside may be powered on.
I'll let you know if I have any news. If you don't hear from me in the next days, feel free to contact me again.
Force & Honneur
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Lionel S
Officiel VOO
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6K Messages
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Hello again,
Believe it or not, an answer just came in. :)
An intervention is planned for this March 16th. Not sure your products will work after that (we'll have to check), but it's a first good step. :)
Please note that there might always be unplanned event that may delay this intervention.
Force & Honneur
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Lionel S
Officiel VOO
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6K Messages
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Hi !
Sorry for the late answer. With everything that's going on with this virus, I'm a bit overwhelmed with questions and demands.
Sorry about the non english colleagues. We are well known in Beligum for having a 100 % belgian customer service (no outsourcers), but the bad side of it is the poor level of english amongst wallonian. Hopefuly, I'm here. :D
I see you managed to get someone to come home tomorrow between 8 and 13 AM. Hope everything is going to be ok after that.
I've dealt with the bill, you don't have to pay for it.
Stay safe and give a virtual hug to the technician for me !
Force & Honneur
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Lionel S
Officiel VOO
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6K Messages
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Hello !
Indeed, I am very busy. Between helping my colleagues on the social medias, and checking the topics here, I barely have a moment to breathe. More than 200 topics waiting for me to check. x)
Anyway, I see someone came by this morning. The signal going in and out of your modem looks way better, now.
Did you notice an improvement as well ?
Force & Honneur
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