Internet randomly dropping multiple times a day

GabrielDuarteM — Fri, 24 Jul 2020 13:41:25 GMT

I've seen a few posts written in English here, and, as I don't speak german, I hope you don't mind me writing in English here as well...

Disruption of cable internet services

What contract do you have?
- Red Internet & Phone 100 Cable
Which modem / router do you use? (e.g. Hitron)
- Vodafone Arris TG3442DE
Do you use a rental device from us or do you have your own device ?
- I guess rental service? I just use the modem above, which is not mine and its provided by vodafone.
Which error occurs? (Speed too low; packet loss) Send screenshots of speed tests (with date and time) and tracerts / ping plotter measurements for packet loss or ping problems
- Randomly during the day, the internet drops for around 10 to 30 minutes. Sometimes this happens 5 times a day, sometimes more than 15, which is really annoying. This happens over both cable and wifi on all of the connected devices.
- Also noticed that sometimes when the above happens, some of the settings on the modem gets reset... I have for example the language set to English (its german by default), I have a custom login password, I have it configured to display the expert mode and lastly, I have some Static DHCP configurations. All of those gets reset to the default values, and I have to reconfigure it. Some settings stay unchanged though, like the wifi name and password. At first, it looks like the router has some sort of problem, but I'm not sure.
- I haven't seen it happen again, but before I had both problems above, I would get another similar problem, where I could only access google related sites. I've never seen this sort of problem before, and it's really weird to describe, but for example, if I tried to access amazon.de, github.com, speedtest.net, and etc, it would all give me a network error (don't remember exactly which one), but if I tried to access Gmail, youtube, google drive, and Google itself, it would all work no problem... This also happened through cable and wifi, and over all of the connected devices.
How is your terminal with the modem connected ? ( LAN; WLAN; additional router; PowerLAN )
- All of the problems above happens on all of my connected devices, that being my computer, my laptop, my phone, my tv, etc... It happens over the ethernet cable and over wifi.
Which browser do you normally use? (e.g. Firefox)
- Chrome and on mobile safari
What operating system do you have on your computer? (e.g. Windows)
- Windows 10, mac, ios, LG webos, etc
Start and period of the disruption (e.g. since the beginning of April; only in the evening)
- The problems are happening since a long time already, probably since the start of the year, but recently (about a month or two) its getting more and more frequent.
Upload a screenshot of the signal values . You can find this in the user interface of your cable router via 192.168.0.1 or via 192.168.178.1 at the Fritzbox.
- I didn't understand exactly which page I should screenshot, as there are no "signal values" page and I can't find anything similar on my router. So to avoid posting sensitive data, I'll only post the status of the router system:
What measures have been taken by the fault hotline (available at 0800-5266625)?
- They sent a technician to my place, which apparently did some things in the basement, where the Vodafone box is, but he went away without telling me what he did. That was yesterday, and on the end of the day, the problem happened again, so it didn't solve. Today it already happened again 6 times...
In which state do you live?
- I live in Hamburg.

Re: Internet randomly dropping multiple times a day

Tobias — Fri, 24 Jul 2020 19:53:22 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.

Re: Internet randomly dropping multiple times a day

GabrielDuarteM — Fri, 24 Jul 2020 20:28:01 GMT

Hey @Tobias!

Thank you for taking a look into this! I just sent you the details you asked about on a private message.

Re: Internet randomly dropping multiple times a day

ERFD — Sun, 26 Jul 2020 06:08:32 GMT

Hello GabrielDuarteM,

the values at the modem are very bad. We must hire a technician to check this on site. Can you please ensure access to the house distribution system? Is there any current Covid-19 disease in your household?

Best regards Fred

Re: Internet randomly dropping multiple times a day

GabrielDuarteM — Sun, 26 Jul 2020 16:57:13 GMT

Hi @ERFD ,

Thank you for taking a look into the case! By house distribution system, you mean the Vodafone box in the building basement? If so, then yes.

And about COVID, I have no cases of it in my household.

Best,

Gabriel.

Re: Internet randomly dropping multiple times a day

Martin59 — Mon, 27 Jul 2020 18:14:09 GMT

Hello GabrielDuarteM,

I've just completed the job and sent it to the tech guys. They will contact you to arrange a new appointment.

With the house distribution system, the Vodafone Box in the building basement is meant.

Best regards, Martin

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