at about 21.15 PM on Saturday switched the cable-TV-equipment in wide Parts of Germany in the fault mode. Instead of a TV picture in HD-quality goods, see in the majority of the Republic only colored blocks and over a long period of time and on many channels. What could easily be a mistake on the TV held, was in reality a fault in the cable network of Vodafone in the territory of the former cable Germany.
Some users looking for advice in the social networks. Vodafone has what commendable is a Twitter channel called @Vodafone service specially created for Service around the clock in operation. Here several users have reported accordingly, and hoped on the advice of the cable provider, or a note on the fault duration. But instead, they were referred to a Tool that could help you in any way. On the disorder itself, Vodafone is not a went on the Twitter-channel of the user were left alone.
reply from Vodafone not very helpful
In the reply-a tweet directed Vodafone to a network wizard. With it, users should be able to see if you are affected by a fault. “In the case of network limitations in the cable network, the network assistants are available immediately for you to be responsible,” said the Twitter Team, for example, a user who compared the TV reception with a “satellite dish of 1990 and Thunderstorms with heavy rain”.
The network wizard but involves the same three problems. For one, you have to use a Vodafone landline number and a customer number. But not everyone who Vodafone as a cable-TV-provider network customer is also Fixed. And that Not all of the Vodafone-TV-customer on the basis of the framework agreements with the landlords a direct contractual relationship and, therefore, no customer number.
But even you TV and Internet-should a customer with Vodafone, and you enter data, it will not help you. Because then, it is clear that the network wizard is only designed for problems in the Internet and telephony via cable. TV interference the wizard is not treated.
In the case of Vodafone was on Saturday night but on advice from users in this respect, not to be swayed. After a user had pointed this out to the Twitter Service on the net assistance only helps with Internet problems, it is receiving, however, a Problem with the TV, replied the Vodafone succinctly: “TV, we offer digital. Therefore, the network assistants are available in the case of Your contact person.“
Only after the termination of the interference, against 23 at Vodafone referred further inquiries to the fact that the disturbance was terminated. It Palatinate, in Rhineland-continue to have problems, not if you wanted to carry out in accordance with the visible messages on the Twitter channel.
So Vodafone
respond With the customer service-news face, the press office of the group unhappy with the news of the Twitter team. In a first short statement, Vodafone asks the affected TV customers to apologize for your temporary inconvenience when TV reception. “At the same time, we take the Feedback of individual customers to the opportunity to review customer communications in the course of such disorders and, where appropriate, adapt to,” promised the press office of the company.
This article was written by Thorsten Neuhetzki
*The contribution of “disruption: Vodafone, for example, has its customers at the point of a TV failure left alone” will be released by Inside Digital. Contact with the executives here.
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