Thema "Re: [English] Internet so slow I can't run speedtest" in Archiv_Kabel

[English] Internet so slow I can't run speedtest

gg1 — Sun, 08 Mar 2020 12:25:04 GMT

Hallo Community!

Sorry for writing in English, but I'm still learning German and not yet able to talk Internet connection problems.

I have Kabel Internet (Red Internet & Phone 200 Cable including WLAN option) and WLAN cable router Vodafone Station.

Since yesterday, the internet has been either completely not working, or so slow that I cannot complete the Vodafone speed test successfully.

When I managed to partially run the speedtest, it showed Download 0.295 Mb/s and Upload 0.011 Mb/s.

This is true both with LAN cable and on WiFi. I already tried rebooting the router multiple times and it did not help.

The Diagnosis - Ping, Diagnosis - Traceroute and Diagnosis - DNS Test that I did after logging onto my Kabel box all failed.

I tried to open a ticket online but it requires me to run the speedtest -- which I can't do because my internet is so slow.

I tried WhatsApp because my spoken German is not good enough to explain this on the phone, but I haven't heard back yet.

Could anyone help me figure out this issue?

Thank you!

Betreff: [English] Internet so slow I can't run speedtest

SiggiG — Sun, 08 Mar 2020 13:07:55 GMT

Ive had the exact same problem (in Berlin) since late Friday. I finally managed to get through support via the Facebook page, super helpful people there. I was informed there was a network interference issues, and it was being investigated.

I got a ticket to monitor the status, but no updates or ETA.

Betreff: [English] Internet so slow I can't run speedtest

gg1 — Sun, 08 Mar 2020 13:14:34 GMT

I'm also in Berlin (Mitte) and the problems started Friday night for me too!

Thank you for sharing that, I'll go check out the Facebook page.

Betreff: [English] Internet so slow I can't run speedtest

SiggiG — Sun, 08 Mar 2020 16:38:36 GMT

I'm also in Mitte. It seems my internet just came back a few minutes ago, is it any better for you?

Re: [English] Internet so slow I can't run speedtest

Tobias — Tue, 10 Mar 2020 08:17:43 GMT

Hey,

I'd be happy to take a look at the connection 🙂 Do you send me your customer data (customer number, name, address and date of birth of the contract holder) via private message?

Then please let me know in the post when you have sent me the data.

Regards

Tobias

Re: [English] Internet so slow I can't run speedtest

gg1 — Wed, 11 Mar 2020 09:54:07 GMT

Hi Tobias,

I have sent you a private message. Thank you for reaching out!

Re: [English] Internet so slow I can't run speedtest

Tobias — Thu, 12 Mar 2020 16:30:08 GMT

Hey,

the line looks clean, how do you check the speed? wifi, lan? what kind of device (mobile phone or something) do you use exactly? did you check the devices?

Regards

Tobias

Re: [English] Internet so slow I can't run speedtest

gg1 — Fri, 13 Mar 2020 10:24:06 GMT

Hi Tobias,

When pages stop loading at a normal speed or my video call fails, I run the Vodafone speed test to see if it's normal.

It either fails to run or shows speeds below 1 mb/s.

It just happened today 11:14 to 11:16am.

It happened to both my mobile phone and my laptop.

Both are on wifi as they don't have LAN inputs. However, desktop computers using LAN also have the same issue.

Thank you,

Genevieve

Re: [English] Internet so slow I can't run speedtest

Insomniac1337 — Fri, 13 Mar 2020 15:12:58 GMT

Are there any updates on this? It seems like there's an issue with Vodafone internet in Mitte. There are also few mentions about the issue on the Krausenstrasse (this is where I live). All my neighbours are affected and my colleague lives across the road and also has issues. A lot of people are trying to work from home to stop the virus spread, so it would be great to have the internet working so less people are forced to go to the office.

Re: [English] Internet so slow I can't run speedtest

gg1 — Fri, 13 Mar 2020 17:09:38 GMT

I live on Schuetzenstrasse and I haven't heard anything.

When I reached out to support on WhatsApp last weekend, they told me the line was currently fine.

All day today I had brief periods of no Internet at all, and no matter when I tested the upload speed was always under 1 Mbps (vs the 11 Mbps that I'm supposed to have), on both WiFi and wired.

Skype & other video conferencing tool generally need 1.2 Mbps upload and download for HD video calling to work, so all my video calls have been interrupted and I'm worried about next week working from home.

Screenshot is showing a speedtest I did this afternoon on LAN around 14h15. : thumbdown:

The download speed also varies so today was a mix of "normal useable speeds" and "getting tea while a simple webpage loads".

Re: [English] Internet so slow I can't run speedtest

sl83 — Fri, 13 Mar 2020 21:32:18 GMT

I also live in Krausenstraße and have the same issue.

There is a Netzstörung and more specific a Rückwegstörer. The hotline told me, that they tried to solve it this week, but failed, because they could not get access to the building they assume the issue is located in. Supposedly the issue is in Oberwallstraße.

Currently they don't know, when it will be solved. Seems like a very fragile network architecture, if there can be one bad actor in the network and disrupt such a large part of it.

After a long struggle with the hotline (I will write about the details in another post), I bought a SIM card from Vodafone. They promised me to put 100GB on it. In the end it was only 50GB, but well, it will last for. 2-3 days...

So for anybody else having this problem, if you don't have, buy a 9,99€ SIM card, activate it. Then call 0800 5266625. When you are asked, why you are calling, say "Störung". Then say, "Internetstörung". After that they will ask for your birthdate. two digits for the day, two digits for the month and four digits for the year. Tell them about our case. They can then add the data to your Vodafone SIM card.

I had two agents who were unable to do this and send me in between different departments aka Zuständigkeitshölle. But the technical hotline is responsible for this. Their internal program to do this is called "Titan".

You can use the SIM card in a spare phone and open up a hotspot. If you happen to have a FritzBox and an you can also connect your phone to the fritz box and then configure the fritz box to use your fritz box. Then you can also use devices, that don't have a mobile phone connection. You. will find instructions on how to do this here: https://en.avm.de/service/fritzbox/fritzbox-6490-cable/knowledge-base/publication/show/76_Setting-up-FRITZ-Box-for-internet-access-via-the-mobile-network-LTE-UMTS/

Re: [English] Internet so slow I can't run speedtest

Tobias — Mon, 16 Mar 2020 09:09:06 GMT

Hey,

sorry for my late response, but we got a lot of work 😉 So, there was a faulty signal as @sl83 mentioned, actually it looks like its fixed, could you check it again? 🙂

Regards

Tobias

Re: [English] Internet so slow I can't run speedtest

gg1 — Wed, 18 Mar 2020 07:58:41 GMT

Hi Tobias,

Thank you for following up!

Sadly I just lost internet on wifi & wired at 8:44am (13 minutes ago) so the intermittent interruptions aren't resolved.

Yesterday the internet was normal and I had no interruptions or slowness.

Best,

Genevieve

Re: [English] Internet so slow I can't run speedtest

Tobias — Thu, 19 Mar 2020 09:04:09 GMT

Hey,

hm, i cant see that disconnect you mentioned, if it happens again we could swap the device if you want.

Regards

Tobias

Re: [English] Internet so slow I can't run speedtest

gg1 — Fri, 27 Mar 2020 11:32:42 GMT

Hi Tobias,

I thought everything was now OK, but both today and yesterday I lost internet access completely for 15-20 minutes.

If you think it is the modem box, then a replacement would be great if possible?

Best,

Genevieve

Re: [English] Internet so slow I can't run speedtest

Claudia — Mon, 30 Mar 2020 10:17:38 GMT

Hello gg1,

I made the task for the replacement of the router, it should arrive in the next few days.

Kind regards,

Claudia

Re: [English] Internet so slow I can't run speedtest

gg1 — Mon, 30 Mar 2020 11:18:57 GMT

Hi Claudia,

Thank you!

Do I need to mail back to Vodafone my current router once I receive the new one?

Best,

gg1

Re: [English] Internet so slow I can't run speedtest

Claudia — Thu, 02 Apr 2020 07:22:46 GMT

Hello gg1,

yes, please send the old device within 14 days to this address:

Vodafone Kabel Deutschland GmbH

c/o DHL Paket

Am Tower 222

90475 Nürnberg

Kind regards,

Claudia