Thema "Re: Router keeps restarting and getting very slow up stream" in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

Router keeps restarting and getting very slow up stream

ISpoonJelly — Thu, 06 Feb 2020 09:21:06 GMT

Hello Community,

I am having trouble reaching help via phone as my German is not that good.

My internet connection keeps getting interrupted specially at night with the router just restaring randomly.

I can also ran a couple of speed tests over the course of last week and the down speed is very inconsistent (varying between 1Mpbs to 200), making all real-time applications (streaming and online games) very impractical.

The upstream speed is also consistently very low (always below 1Mbps up)

My original connection speeds in the contract should be 200/50 Mbps.

Edit @ISpoonJelly: Moved to the right board. Jens

Re: Router keeps restarting and getting very slow up stream

Jens — Thu, 06 Feb 2020 09:16:57 GMT

Hello ISpoonJelly,

are the restarts only at night almost the same time? And is the speed at that time slow or even during the day?

Regards

Jens

Re: Router keeps restarting and getting very slow up stream

ISpoonJelly — Thu, 06 Feb 2020 18:11:19 GMT

Hello Jens,

I notice the restarts only at night because that is when I use the internet consistently for a long time, I cannot say if restarts happen during the day or not as I am mostly at work and out of my house.
Also, the restarts happen at random times and sometimes very frequent (couple of restarts in the same hour) and some days it might not happen at all.

At the time of writing this post I am getting a speedtest of (198Mbps / 9Mbps).
The down speed is mostly good I'd say (except for some lag spikes happening randomly) and the up speed is never up to standard (Which is 50Mbps).

Re: Router keeps restarting and getting very slow up stream

Wallace — Fri, 07 Feb 2020 19:16:49 GMT

Hi,

I'd like to check the line. Send me your customer data (name, address, customer number, birthday) in a private message and then let me know here that you have transmitted the data.

Regards

Wallace

Re: Router keeps restarting and getting very slow up stream

ISpoonJelly — Sat, 08 Feb 2020 11:34:33 GMT

Hello Wallace,

I sent you my customer data in a private message.

Thanks

Re: Router keeps restarting and getting very slow up stream

Moni_GK — Sun, 09 Feb 2020 12:42:53 GMT

Hello, IspoonJelly,

I took a look at the connection. The errors are slightly elevated. But the connection losses are significantly increased.

Also some values on the line do not fit. Would a technician be okay for you? Please send me a phone number via PN to make an appointment.

Best regards

Moni

Re: Router keeps restarting and getting very slow up stream

ISpoonJelly — Sun, 09 Feb 2020 21:53:57 GMT

Hi Moni_GK,

I have no problem with a technician, I only fear that communication will not be optimal because of my german level.

Re: Router keeps restarting and getting very slow up stream

Jens — Tue, 11 Feb 2020 13:37:05 GMT

Hey ISpoonJelly,

i hire a technician for you. The appointment will be made in the near future. 🙂

Regards

Jens

Re: Router keeps restarting and getting very slow up stream

ISpoonJelly — Fri, 14 Feb 2020 08:55:39 GMT

Thank you Jens, Moni_GK & Wallace for your help.

A technician was scheduled for me that replaced my router, apparently the router had a known issue and did not have any firmware updates pushed by the manufacturer.

I'll continue to monitor the state of the internet and I hope it is more stable now.

As for the slow upload speed I have a suspicion that my 50Mbps upload option that I subscribed to since May 2019 was never active (as my upload speed is always 12Mbps).

Re: Router keeps restarting and getting very slow up stream

Claudia — Mon, 17 Feb 2020 13:53:35 GMT

Hello ISpoonJelly,

what's the current status? Do you get the 50 MBit/s upload now?

Kind regards,

Claudia

Re: Router keeps restarting and getting very slow up stream

ISpoonJelly — Wed, 19 Feb 2020 18:04:35 GMT

Hello Claudia,

Yes, the speed seems to be maching now.

Is there a reason to why this have just been activated? Was I being billed all these months without having the service active?

Re: Router keeps restarting and getting very slow up stream

Claudia — Thu, 20 Feb 2020 12:47:41 GMT

Hello ISpoonJelly,

I assume the router might have been the source of the problem with the upload. The only fault report before we sent a technician was in March 2019 and was assigned to a downstream utilisation. So unfortunately all I can offer is a refund for the low upload for January and February.

Kind regards,

Claudia

Re: Router keeps restarting and getting very slow up stream

ISpoonJelly — Sun, 01 Mar 2020 22:04:09 GMT

Hello Claudia,

Sadly, the upload speed is back to being 12Mbps again.

Please do the initial refund and help me debugging the issue here with my upload speed.

Re: Router keeps restarting and getting very slow up stream

Tobias — Tue, 03 Mar 2020 06:30:12 GMT

Hey,

looks like, its still something wrong on your connection. I would like to send you a technician again, is that okay? 🙂

Regards

Tobias

Re: Router keeps restarting and getting very slow up stream

ISpoonJelly — Wed, 04 Mar 2020 10:19:29 GMT

Hi Tobias,

Yeah sure. please do that.

Re: Router keeps restarting and getting very slow up stream

Tobias — Wed, 04 Mar 2020 11:47:31 GMT

Hey,

i created the appointment, my colleagues will contact you 🙂

Regards

Tobias

Re: Router keeps restarting and getting very slow up stream

ISpoonJelly — Tue, 10 Mar 2020 19:24:23 GMT

Hi Tobias,

I am not sure what was the technician supposed to do but he came to my home and replaced my router with a worse one.

I did not have a problem with the router this time, my problem was with the upload speed.

Now I am left with a really bad router and the problem is still there.

Re: Router keeps restarting and getting very slow up stream

ISpoonJelly — Wed, 18 Mar 2020 15:09:41 GMT

Is it possible to re-open this issue?

I have no idea why you replaced my router again. I did not have a problem with my router.

And the issue with the upload speed is still there.

Re: Router keeps restarting and getting very slow up stream

Moni_GK — Thu, 19 Mar 2020 16:22:22 GMT

Hello IspoonJelly,

we can open the ticket again. But then the technician will come again, would that be all right?

The second thing is that due to recent developments we have to take certain precautions. So we need to know if there have been any symptoms in your household that could be related to Covid-19. We don't want to offend you, of course, but on the other hand, we don't want to endanger more people unnecessarily.

Best regards

Moni

Re: Router keeps restarting and getting very slow up stream

ISpoonJelly — Thu, 19 Mar 2020 16:50:44 GMT

Hello Moni_GK,

At the moment, I'd prefer not to have a technician visit.
What I would like to know is details about the process. What is the technician in my house doing? I have recieved 3 different routers and with no solution. The last router I recieved is absolutely horrible.