Thema "Re: High ping and slow internet" in Archiv_Kabel

High ping and slow internet

GHDH — Sat, 08 Feb 2020 21:19:02 GMT

Hello,
I have really bad internet connection and high ping in gaming since I moved to new apartment, I had DSL 16 before without any issues . Vodafone offered cable internet so I took Cable 200 offer and the internet since then has been really terrible.
From about 16:00 H to 24:00 from Monday to Frieday , 12:00 to 24:00 on Saturday or Sunday ping spikes , slow internet even going off and not having internet for sometime and that happens everyday since I got cable.
Somedays even at 8 9 in the morning I have same issues.
I use internet thru lan and I have tested it while connected to the PC and its the same issue.
Website like twitch and netflix keeps loading and freezing , in games Leauge of legends and CS GO I have ping from 180-300 constantly ( Included picture from game and pingplotter to the server).
It's hasn't been an enjoyable experience. I factory restarted the router couple times tried everything but the issue remains. I included pings to google.de and heise.de and pingplotter to EU league of legends server.
And lastley to mention that I can't even connect to Whatsapp or Facebook messenger calls it just goes out every 30 secs.
Thanks

Betreff: High ping and slow internet

GHDH — Sat, 08 Feb 2020 21:22:45 GMT

Here is ping to google.de and Heise.de

Betreff: High ping and slow internet

GHDH — Sat, 08 Feb 2020 21:24:55 GMT

And this is speedtest ( Sorry for posting more times but the internet is really slow and the pictures aren't loading)
https://imgur.com/KgrKW0l (this is ingame ping)

Re: High ping and slow internet

Moni_GK — Sun, 09 Feb 2020 12:28:07 GMT

Hello GHDH,

I'd be happy to check the connection. Please send me a PM with your customer data (name, address, customer number and date of birth).

Please contact me again here after you have sent me the data.

Kind regards

Moni

Re: High ping and slow internet

GHDH — Mon, 10 Feb 2020 12:06:47 GMT

I sent you the info per PM.
Thanks

Re: High ping and slow internet

Martin59 — Tue, 11 Feb 2020 13:57:33 GMT

Hello, GHDH,

the customer number is still from your DSL connection. Can you please check again if you have a different customer number?

Best regards Martin

Re: High ping and slow internet

GHDH — Tue, 11 Feb 2020 17:34:35 GMT

Hello,
Sorry I got it from an old post , I sent the information again.
Thanks

Re: High ping and slow internet

Martin59 — Wed, 12 Feb 2020 16:49:23 GMT

Hi GHDH,

no Problem.

I would like to send you a technician to check the line on site.

Can you please send me a PN with your mobile phone number again.

Please contact me again here after you have sent me the data.

Best regards, Martin

Re: High ping and slow internet

GHDH — Wed, 12 Feb 2020 17:13:47 GMT

Hello Martin,
I have sent you my number with the times that I'm free so you can contact me.
Best wishes.

Re: High ping and slow internet

Wallace — Fri, 14 Feb 2020 13:48:07 GMT

Hi,

Before I send the technician to you, I wanted to ask again if the problems only exist in the evening?

Regards

Wallace

Re: High ping and slow internet

GHDH — Fri, 14 Feb 2020 15:45:59 GMT

Hello Wallace ,
Yes the problems occur normally in the evening , the internet issue starts at about 16:00 or 17:00 til 23:00 or 24:00 on working days from Mo-Fr and on Saturday- Sunday at about 12:00 or 13:00 til 23:00 or 24:00 .
The problem starts steadily at about lets sat 16:00 and it grinds from 15 ping and 180mbps and reaches peak at 20:00 or 21:00 with 250 ping and 40 mbps and keeps being really bad til 23:00 and slowly begins to get back to normal. The worst peak is at Sunday (I attached a speedtest from sunday) it gets as worst as it could be 20 mbps speed with like 400 ping.

Re: High ping and slow internet

Jens — Wed, 19 Feb 2020 10:54:56 GMT

Hello GHDH,

for the problem in the evening we have already deposited a trouble ticket with you. Therefore no technician needs to come out to you.

Regards
Jens

Re: High ping and slow internet

GHDH — Wed, 19 Feb 2020 20:33:28 GMT

Hi Jens,
First of all i got an answer from you colleges about the issue and they stated "we don't know the problem yet".
It's been almost 3 months now looking for the issue and they came up with nothing , the issue is presentable daily its not like 1 time or 2 times a week. I get home from work at 19:00 by then the internet is so bad that I captured it with download speed of less than 1 mb for 5 hours , currently I m using my phone 4G network to do my work .
I didn't sign for home network with promised good speeds and stability to work on my phones network and my family can't use even youtube , netflix or make whatsapp calls the internet is constantly disconnecting .
With such unreliable internet I think its time to look at this issue more seriously , I don't think that's acceptable to wait almost 6 month without you even do anything , your internet is useless for me my internet use is at afternoons and I can't even use it I find that totally unacceptable.
So I would like to request a contract termination , so I can find a internet provider that atleast know how to fix it's issues.
( I included a speedtest taken at 20:00)
Regards

Re: High ping and slow internet

Jens — Fri, 21 Feb 2020 09:48:37 GMT

Hello GHDH,

we know the issue and it's a capacity problem. We're doing a line upgrade to fix that.

Regards

Jens

Re: High ping and slow internet

GHDH — Fri, 21 Feb 2020 11:27:54 GMT

@Jens schrieb:
Hello GHDH,

we know the issue and it's a capacity problem. We're doing a line upgrade to fix that.

Regards
Jens

Hi Jens,

And when the issue gonna be fixed.

Right now I m typing from my phone internet since morning hours I don't have internet (its 12.26 right now) can you give me an estimate to when the issue gonna be resolved?

Thanks

Re: High ping and slow internet

Wallace — Mon, 24 Feb 2020 10:57:10 GMT

Hi,

According to current planning, the work should be completed in September of these years.

Regards

Wallace

Re: High ping and slow internet

GHDH — Tue, 25 Feb 2020 14:53:18 GMT

Hello ,
So it will take about 7 month ..
Do you offer more than 16 mbps dsl on my street ?
Thanks

Re: High ping and slow internet

Wallace — Wed, 26 Feb 2020 08:42:08 GMT

Hi,

at your address there is unfortunately only a maximum of 16MBit/s via DSL. I can give you a credit from January to August inclusive. Is that okay?

Regards

Wallace

Re: High ping and slow internet

GHDH — Wed, 26 Feb 2020 10:18:51 GMT

Hello Wallace
Yeah the credit will be fine , if there is nothing to be done other than waiting.
Thanks in advance

Re: High ping and slow internet

Wallace — Thu, 27 Feb 2020 10:38:39 GMT

Hi GHDH,

the credit note should appear on the next invoice. I'm afraid I can only ask for your patience until the finishing touches are complete.

VG Wallace