Thema "Re: Cable Modem keeps restarting" in Archiv_Internet-Geräte

Cable Modem keeps restarting

mfiz — Wed, 18 Nov 2020 16:04:25 GMT

Hallo,

Entshuldigung - mein Deutsch is nicht sehr gut. Auf Englisch:

Hi, apologies on lack of German - I've tried to call the "English speaking hotline" but never got through.

My cable modem keeps restarting (up to several times a day) - speeds achieved are also far below what we pay for during the day. I suspect there's a lot of noise on the cable connection.

The restarts are disrupting the work of two people, especially that we make a lot of calls/meetings online.

I can't really post anything related to the connection since my cable modem is in bridge mode, but I know that it is not my own equipment causing issues here.

Thanks,

mfiz

Betreff: Cable Modem keeps restarting

mfiz — Mon, 23 Nov 2020 10:08:23 GMT

I actually found the cable modem status page, didn't know it was still enabled. It definitely rebooted (uptime indicator).

It hasn't rebooted in a few days, but we have ~2-4 Mbps upload speeds during the work day where we expect ~50 (which we get at night and weekends) - I still expect random reboots soon though.

I'm not even sure it's line noise anymore.

Thanks

Re: Cable Modem keeps restarting

Martin59 — Mon, 23 Nov 2020 12:02:19 GMT

Hello mfiz,

please send me once your name, address, date of birth and customer number by PN.

Afterwards, please contact us again here and we will be happy to take a look at it.

Best regards, Martin

Re: Cable Modem keeps restarting

mfiz — Mon, 23 Nov 2020 16:09:58 GMT

Hi Martin,

I sent the details reqeusted via PN,

Thanks

Re: Cable Modem keeps restarting

mfiz — Wed, 25 Nov 2020 10:20:43 GMT

Any help you can offer @Martin59 ? Thank you

Re: Cable Modem keeps restarting

Martin59 — Thu, 26 Nov 2020 09:45:27 GMT

Hello mfiz,

can you please check if the coaxial cable is connected correctly and is not damaged?

At your connection all values are outside the norm.

If the cable is ok, please send me another PN , this time with a current mobile phone number and the info if you can access the house amplifier and if there are signs of Covid-19.

Best regards, Martin

Re: Cable Modem keeps restarting

mfiz — Fri, 27 Nov 2020 08:20:32 GMT

Checked and sent,

Thank you.

Re: Cable Modem keeps restarting

pRo-Marco — Wed, 02 Dec 2020 08:34:10 GMT

Hi mfiz,

the technician will call you to arrange an appointment. Please keep us informed.

Kind regards

Marco

Re: Cable Modem keeps restarting

mfiz — Wed, 02 Dec 2020 14:12:44 GMT

Hi Marco - thank you for updating me.

A call was made today and a technician came out and replaced the cables and cable modem in my house - he said the ping times are way too high (60ms) (and I note that my upload speed is still 2-4 mbps on a 50 mbps subscription)

He said he'd talk to vodafone (I guess he was a contractor) to make changes on your side, however, the ticket is marked as closed - is this something I should follow up on or is it being handled internally?

Thanks,

Ara

Re: Cable Modem keeps restarting

mfiz — Mon, 07 Dec 2020 10:03:53 GMT

FYI - some data on my connection's quality - note that uploads and pings are terrible during working hours (when I need upload speeds most)

Attached: speedtest upload history over ~2 months (sorted slowest first), new modem signals, old modem signals

Note SLAs for Upload 50 package here: https://www.vodafone.de/media/downloads/pdf/kabel-agb-internet-telefon.pdf

Thank you

Ara

Re: Cable Modem keeps restarting

pRo-Marco — Mon, 14 Dec 2020 09:50:42 GMT

Hi mfiz,

the values are as bad as befor. The technician told us, that there was no access to the amplifier in your house. We need to send him again, but it is absolutly neccessary, that there is access to every room in the cellar.

Kind regards

Marco

Re: Cable Modem keeps restarting

mfiz — Mon, 14 Dec 2020 10:48:35 GMT

Hi Marco,

Thanks for your response, I will try to talk to the hausmeister this afternoon to find out how/when this can be arranged.

Re: Cable Modem keeps restarting

mfiz — Mon, 14 Dec 2020 12:59:13 GMT

we spoke to the hausmeister and keller access for the telecoms equipment can be arranged when we know the appointment slot.

Thanks again

Re: Cable Modem keeps restarting

Claudia — Sun, 20 Dec 2020 08:26:25 GMT

Hello mfiz,

thank you for your patience. I made the new task for the technician, please inform the janitor when you made the appointment with the colleagues.

Kind regards,

Claudia

Re: Cable Modem keeps restarting

mfiz — Tue, 12 Jan 2021 13:34:50 GMT

Thank you for your responses - and sending technicians twice. The original cable modem restart issue is resolved, however, the related traffic issues remain.

After waiting some weeks for christmas traffic to return to normal, I still see extremely slow upload speeds (which are important to me) during the working day. It is clear there is congestion or other interference upstream. Speedtests done automatically every half an hour make it clear, along with DNS pings every 5 minutes that there is an issue, screenshots are attached*.

I don't expect the connection to be perfect, but this poor performance during the work day is not reasonable.

Thank you

* (screenshot summary: the 8 hour workday sees slow performance for upload speeds (2-8 mbps (package is for 50 up)) and pings that go from average 20 ms overnight to 60 ms average (up to 100 ms))

Re: Cable Modem keeps restarting

Jana478 — Thu, 14 Jan 2021 06:34:35 GMT

Hello mfiz,

The interference occurs directly connected to the LAN, or do you have something in between, such as a DLAN or switch?

Kind regards

Jana

Re: Cable Modem keeps restarting

mfiz — Thu, 14 Jan 2021 12:40:14 GMT

Thank you for getting back to me, however, the issue is not my home network - I have a wired gigabit ethernet connection with gigabit ethernet switches/routers all the way to the vodafone router. Within my own house, transfer speeds are always gigabit or very close to it.

The same network and equipment in my old apartment (different contract but same package) had no such speed issues.

I just did some performance tests to my own router included in screenshot, along with speedtest screenshot a minute later (note that it's lunch time so the speeds get a _little bit_ better)

Screenshots attached:

1) speedtest on local network showing gigabit speeds

2) speedtest showing poor speeds (but slightly better than 2-4 mbps upload because it's lunchtime and people are taking a break ==> they are not using the internet ==> less interference/bandwidth strain)

3) pings to the cable modem every 1 (one) minute over the last 10 days showing zero changes throughout the day - there is no interference on my network.

Thanks again

Re: Cable Modem keeps restarting

Jana478 — Fri, 15 Jan 2021 09:06:20 GMT

Hello mfiz,

There is already a central malfunction for the capacity problem; I have assigned a malfunction ticket for you there. When it is closed, you will be informed by email.

As you wrote, it is not the home network that is at fault.

Best regards

Jana

Re: Cable Modem keeps restarting

mfiz — Fri, 15 Jan 2021 09:15:52 GMT

great to hear - looking forward to it being resolved, thank you!

Re: Cable Modem keeps restarting

Jana478 — Fri, 15 Jan 2021 13:14:32 GMT

Hello mfiz,

I hope it is fixed soon.

Kind regards

Jana