Thema "Re: Constant Speed Problems on my Red200 Cable Line." in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

Constant Speed Problems on my Red200 Cable Line.

John_Egerton — Tue, 30 Jul 2019 07:47:11 GMT

Contract: Red 200 Internet & Phone

Router: Vodafone Docsis 3.1 (Your Device)

Hello,

I am hoping that you are ok speaking in English?

I have the Red 200 package since the beginning of July and my speed is consistently slow.

Last night it was so slow that the Vodafone speed check did not complete after doing the ping test. I tried this lots of times.

The average speed since July has been around 30mbs, but this is only because 1 time I tried the speed check it reached 99mbs.

I have the router plugged directly into the cable coming into the house, so no disturbance from repeaters, boosters etc.

I have also tried using the LAN cable and the problem is still there.

Because I don’t speak German yet, I’m unable to call the support line.

Because I work from home a lot, this isn’t something that I can really use. I have to join online meetings all the time and my connection regularly drops out because of the speed fluctuations. It also makes streaming impossible.

Could someone please help me resolve this and tell me what my options are if this does not get resolved?

Kind regards,

John

Re: Constant Speed Problems on my Red200 Cable Line.

Claudia — Tue, 30 Jul 2019 15:02:48 GMT

Hello John_Egerton,

did you use an ethernet connection when you made the speed checks you sent? If you send me your full address, date of birth and customer number I can check your access. Please use the private message function for that and answer here again afterwards.

Kind regards,

Claudia

Re: Constant Speed Problems on my Red200 Cable Line.

John_Egerton — Tue, 30 Jul 2019 15:51:32 GMT

Hi Claudia,

I just responded to you.

I can confirm that the majority of the speed checks were done with a LAN cable. The highest (99) value was actually over wifi.

While I was waiting for a response here, I managed to log a phone call with my broken German. They booked a technician to call at my house on Thursday. After the call, I got a text message to say that they found a problem and are investigating.

I would appreciate it if you could tell me what the problem was and if it has been fixed? I can run the speed check again afterward.

Thank you.

Kind regards,

John

Re: Constant Speed Problems on my Red200 Cable Line.

John_Egerton — Wed, 31 Jul 2019 07:00:51 GMT

Just an update,

I've been testing my speed since last night.

I'm still only reaching speeds of around 30-40mbs. Sometimes the speed test peaks at 60, but running the speed test immediately afterward returns to the average value.

I need to understand why this is happening and switch supplier if this cannot be resolved.

Kind regards,

John

Re: Constant Speed Problems on my Red200 Cable Line.

Claudia — Wed, 31 Jul 2019 13:33:59 GMT

Hello John_Egerton,

I'd love to check your fault report ticket, but I need your customer number and date of birth. Please send them in another PM and reply here again.

Kind regards,

Claudia

Re: Constant Speed Problems on my Red200 Cable Line.

John_Egerton — Wed, 31 Jul 2019 13:41:11 GMT

Hi Claudia,

I have just sent you a PM.

Thanks

Re: Constant Speed Problems on my Red200 Cable Line.

Claudia — Wed, 31 Jul 2019 17:21:25 GMT

Hello John_Egerton,

the technician was cancelled because a colleague from Second Level Support found a high capacity utilisation that results in a low bandwidth. That should only occur in the evening and maybe on weekends when many customers are using the net. Some of your speedtests were in the morning and didn't reach the 200 MBit/s, did you check if some software might cause the loss of speed?

Kind regards,

Claudia

Re: Constant Speed Problems on my Red200 Cable Line.

SIGSEGV2 — Wed, 31 Jul 2019 18:52:49 GMT

@John_Egerton

Can you post another screenshot of the current upstream channels for a comparison with the values from your first post?

At that time one upstream channel had a modulation of only 8QAM (instead of 64QAM)... and all channels were running with a Tx Power of 51 dBmV which is fairly high... under normal conditions 41,1-47,0 dBmV are "regular" values.

Regards,

SIGSEGV2

Re: Constant Speed Problems on my Red200 Cable Line.

John_Egerton — Wed, 31 Jul 2019 20:48:20 GMT

I have just ran 3 Vodafone speed checks and another on an independent site.

There is obviously a problem. High usage in my area shouldn't make things this bad,

Kind regards,

John

Re: Constant Speed Problems on my Red200 Cable Line.

John_Egerton — Wed, 31 Jul 2019 20:49:25 GMT

Here you go...

I can confirm that the cable that comes through the floor is connected directly to my Vodafone router.

Thanks

Re: Constant Speed Problems on my Red200 Cable Line.

John_Egerton — Thu, 01 Aug 2019 06:15:07 GMT

Here is a screenshot from early this morning.

Re: Constant Speed Problems on my Red200 Cable Line.

Claudia — Thu, 01 Aug 2019 13:43:13 GMT

Hello John_Egerton,

indeed, the speed shouldn't have been that low yesterday. Did you check the software on your device and maybe test with other devices?

Kind regards,

Claudia

Re: Constant Speed Problems on my Red200 Cable Line.

John_Egerton — Thu, 01 Aug 2019 13:59:36 GMT

Hi claudia,

What do you mean by checking the software? Do you mean on my laptop?

I can confirm that all is fine and nothing else is running on the machine at the time.

Kind regards,

John

Re: Constant Speed Problems on my Red200 Cable Line.

John_Egerton — Thu, 01 Aug 2019 15:34:09 GMT

I have tried with other devices (another laptop, my phone and my streaming box).

Everything is slow.

I appreciate the help.

Re: Constant Speed Problems on my Red200 Cable Line.

Claudia — Thu, 01 Aug 2019 18:54:11 GMT

Hello John_Egerton,

some software might cause the limited bandwidth. For example some antivirus software or an own firewall. If you checked everything and still get a low speed, we may send a technician. But as he may charge 99,50€ if he finds the cause of the speed problems within your home network, you should double-check that.

Kind regards,

Claudia

Re: Constant Speed Problems on my Red200 Cable Line.

John_Egerton — Thu, 01 Aug 2019 20:52:44 GMT

Hi Claudia,

Tonight I tested https://speedcheck.vodafone.de/ with a laptop I brought home from work.

It was plugged directly into the Vodafone router with a LAN cable and the router was plugged directly into the main cable coming from outside. My speed result was as follows:

Based on this, I would like a technician to come to my home and resolve this issue.

Kind regards,

John

Re: Constant Speed Problems on my Red200 Cable Line.

ERFD — Sat, 03 Aug 2019 14:34:59 GMT

Hello John_Egerton,

Thanks for the test. Then it's obviously not your hardware. Can we hire the technician?

Best regards Fred

Re: Constant Speed Problems on my Red200 Cable Line.

John_Egerton — Sat, 03 Aug 2019 16:42:45 GMT

Hi Fred,

Yes. Please book the technician.

Kind regards,
John

Re: Constant Speed Problems on my Red200 Cable Line.

Claudia — Mon, 05 Aug 2019 12:15:34 GMT

Hello John_Egerton,

I just made the task, so you should receive the call for the appointment soon.

Kind regards,

Claudia

Re: Constant Speed Problems on my Red200 Cable Line.

John_Egerton — Wed, 07 Aug 2019 20:09:49 GMT

Hi Claudia,

The technician came yesterday at around 10:30. He plugged directly into my router and got speeds of around 130mb/s which I have never had before while speed testing.

He said there were issues in my area that would be fixed in a month and that there was nothing else he could do.

I kept testing the line all day and got good speeds moat of the time. As 5 pm approached, the speed did drop significantly to the point where I was getting around 20mb/s again.

It seems unpredictable because one minute this morning I was getting the full 200mb/s and another minute 5mb/s. Right now I am connected to an LTE router because the latest speed test gave 0.92mb/s.

It now seems to me that it must be the load on the line in the area. It could be a neighbor downloading large files or something?

Because of how unpredictable this is, I have had to buy an LTE modem and a contract with O2 to guarantee internet availability while I work.

Can you be of any more assistance?

Kind regards,

John