Thema "Re: Vodafone Red Internet & Phone 1000 Cable - help needed" in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

Vodafone Red Internet & Phone 1000 Cable - help needed

Majkella — Wed, 22 Apr 2020 20:46:03 GMT

Hello Vodafone Team,

I hope you don't mind me writing in English. I have only recently moved to Berlin and my German is not good enough yet.

I have had an internet with you since a couple of days now and it's been schockingly slow and intermittent. It appears to be a common problem, having gone through this forum. In my case there are two main issues:

1. The internet is very slow, not even close to what has been promised. At best I can reach a download speed of 100Mbit/s and upload speed of 40Mbit/s. Most of the the time the download speed is in the order of 50Mbit/s. And this is measured on LAN, at various times of a day, with only one laptop connected. I used http://breitbandmessung.de to do the test, but any other speed checking site shows similar performance.

2. While on WhatsApp, the video and voice call can last for maximum of 5 minutes. After that it simply drops a call due to problems with connectivity, as if there was no internet at all. In fact, it looks like the wifi signal is lost every now and then to be re-eastablished shortly after. This has never been an issue before on exactly the same devices but with a different internet provider.

The internet signal is as strong as it can get. The router is from Arris.

Can you please help get that sorted?

Thanks, Michal

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Claudia — Fri, 24 Apr 2020 15:05:23 GMT

Hello Majkella,

do the problems persist after you made a reset on your Arris? Did you get a significantly better speed with your devices at another access? Is your laptop suitable for gigabit speed and do you use a gigabit ethernet cable? Did you test in the morning or late at night as well?

Please give the answers to the questions here in this thread and additionally send me a private message that contains your customer number, the full address and the date of birth .

Kind regards,

Claudia

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Majkella — Wed, 29 Apr 2020 18:53:35 GMT

Hello Claudia,

Thanks for taking time to reply. Please find the answers below:

Do the problems persist after you made a reset on your Arris? - yes, there was no change in performance.
Did you get a significantly better speed with your devices at another access? - I don't know, I've never been in need of speed checking before. Having said that, it is first time now that I'm having issues when using wifi on my mobile phone. Any calls (video or voice only) using WhatsApp, Telegram, or Messanger break up few minutes after the start. It looks like there's a problem with the connection, as if the wifi signal was lost. Having searched the internet, it appears that Arris router that I have (TG3442DE) is very famous for that behaviour and many other people have complained about exact same thing on this forum.
Is your laptop suitable for gigabit speed and do you use a gigabit ethernet cable? - Yes, my laptop is suitable for gigabit speed . The cable I use is the one supplied with the Arris router. I assume that it is suitable, otherwise why would you offer Arris in the current configuration with the 1000Mbps offer? I've checked and it's cat5e cable, so all good.
Did you test in the morning or late at night as well? - Yes, I have performed tests on various days and various times.

You should have received a private message as well.

Thank you!

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Majkella — Fri, 01 May 2020 11:37:23 GMT

I've also done some ping testing on www.google.de (among many) and I can see that on average I get 24% of packet loss and the ping varies from 30ms to 3726ms with an average of 1000ms.

There are times when www.google.de takes minutes to load and then display search results.

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Tobias — Sat, 02 May 2020 15:16:36 GMT

Hey,

could you do this tests via pingplotter software and send us the screenshots from it?

Regards

Tobias

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Majkella — Sat, 02 May 2020 17:17:20 GMT

Sure, Tobias I sent you a private message.

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Moni_GK — Tue, 05 May 2020 05:33:53 GMT

Hello Majkella,

as Tobi is not here, I will take over from here Can you please upload the pingplotter here Unfortunately I cannot see the PN

Dear greetings

Moni

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Majkella — Tue, 05 May 2020 06:49:51 GMT

Hello @Moni_GK,

Thanks for offering your help, all the information that you have asked is attached. Before we move on, can we please increase the frequency of the communication? It appears it takes the Vodafone team 3days to reply to my posts. I know you guys are extremely busy but I strongly believe the issue I'm having could have been resolved long time ago. Let's give it a go for a couple of days and see, what do you say? I promise, on my end you will get almost instant replies.

I'd like to make few more observations for you. The problem appears to be with the Arris TG3442DE router. Attached are the screenshots from the recent speed check. There you can see that the download speed from your servers to the router is as promised, 1Gbps, and I assume there are no packets loss as well. The hell starts when signal is to be send from the router to my devices. And believe me, I did everything I could to eliminate issues on my end. That means that the Arris router is faulty. There are plenty of examples, even on this forum, where people where not able to use they mobile devices because the Arris router was behaving in the exact same way. And I will re-iterate here, my biggest headache with the internet from Vodafone is the intermittency of the connection when using mobile phone. Calling with WhatsApp when on WiFi is nearly impossible for more than a couple of minutes....

What I propose is, please send here a technician who can come to my house with a brand new (not a refurbished) router and let's see if that solves the problem. It's been 2 weeks since I started this topic and I can't see any resolution coming, I'm using my own mobile data to make WhatsApp calls and I'm getting frustrated because I'm not able to talk to my family and friends.

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Moni_GK — Wed, 06 May 2020 13:39:52 GMT

Hello, Majkella,

we are not live chat here in the forum. Therefore an answer can unfortunately take some time. We also have no possibility to speed it up or to treat contributions with priority.

The line looks good. I can't see any errors. How are you connected to the router, via LAN or WLAN?

What interval did you set on the pingplotter?

Best regards

Moni

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Majkella — Wed, 06 May 2020 13:53:25 GMT

Hi @Moni_GK ,

I fully understand you're not a live chat but I hope that you understand my frustration as well. It's been a while since the internet has been setup and there is no improvement whatsoever.

I'm not sure if you had a chance to read my previous post in full. The connection between your servers and the router is fine. What comes out of the router is rubbish. This is the problem. The intervals used were 2.5s, default pingplotter settings. The pingplotter results presented are using WLAN. Attached are the pingplotter results with ethernet cable connected. The speed checks are with ethernet cable.

It's brutally clear that the router is faulty and somehow cannot deliver a good quality signal. How do you propose this is solved?

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Majkella — Wed, 06 May 2020 14:18:36 GMT

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

pRo-Marco — Fri, 08 May 2020 06:37:44 GMT

Hi Majkella,

your plotter seems to be okay. The ping to the target shows no packetloss or high ping.

But if you want, we can replace the router for free, okay?

Kind regards

Marco

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Majkella — Fri, 08 May 2020 06:44:19 GMT

Hello @pRo-Marco

That would be much appreciated. Do you have a selection of routers or is TG3442DE from Arris the only choice?

Let me know if you need more details for the replacement.

Cheers,

Michal

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Majkella — Mon, 11 May 2020 11:56:03 GMT

@pRo-Marco @Moni_GK @Tobias @Claudia

@pRo-Marco kindly offered to replace my router. How is this going to be arranged? Just to remind, unfortunately I don't speak German so it would be great if technician was aware of that.

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Claudia — Tue, 12 May 2020 10:38:56 GMT

Hello Majkella,

honestly, I don't find a reason for replacing the modem as there is no problem on the targets. We may send a technician to check the line, if he finds that the reason for the packetloss and ping is within your home network he may charge the service fee. If he replaces the modem because it is defective you won't be charged.

Kind regards,

Claudia

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Majkella — Tue, 12 May 2020 11:51:34 GMT

Dear @Claudia

Your message puzzled me. It reads like you haven't bothered to follow the full thread. I'd love to hear more about your suspicion of the home network not performing well, and not the router. I would also appreciate the list of steps taken to convince yourself that the router is not a problem.

In the meantime, please send the technician and take the full ownership of the Vodafone not delivering on the contract. Instead of threatening me with any extra costs. So far I have wasted a lot of time and effort trying to resolve this. And on top of this are the extra mobile network costs incurred because your router kicks my phones out of the WiFi.

I'm available anytime this week and next week. What day do you propose?

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Majkella — Fri, 15 May 2020 16:36:21 GMT

Dear @Claudia , @pRo-Marco, @Moni_GK, @Tobias

I've just on your forum a thread with exactly the same issue: https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/Whatsapp-Skype-amp-Slack-audio-video-calls-frequent/td-p/2163199/page/2

and it was @Cla who have authorised a replacement of the router. The person in the above thread replaced the Arris router with his own and the problem went away. Can you explain this to me and provide more details on how you proposing to resolve my problem?

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Claudia — Mon, 18 May 2020 16:01:40 GMT

Hello Majkella,

searching through other threads with a completely different situation surely won't help. The net and Pingplotter look good, so the hint with the technician and service fee is no threat, but an explanation. There is already a task from yesterday that will be checked by the second level.

Claudia

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Majkella — Mon, 18 May 2020 19:25:56 GMT

@Claudia,

and here I am puzzled once again. How is it a "a completely different situation"? I kindly refer you to my original post, once again. In there I said there are two problems, one with the internet speed, and second with the WhatsApp calls being disconnected every few minutes. The only difference is that the person from the link didn't do any speed tests.

Yes, there is already a task because I have managed to call somebody in your helpline who was kind enough to speak English. That's a massive improvement, given that we've been chatting here for last 2 weeks with no progress. Your helpline also aknowledged that this is not normal and should be investigated in more details. A big difference to what I have been told so far here.

Anyway, let's see what comes out of that. In the meantime, is there a list of Vodafone approved routers? Would you be so kind and post it here, please?

Re: Vodafone Red Internet & Phone 1000 Cable - help needed

Manu — Sat, 23 May 2020 14:27:52 GMT

Hi Majkella,

I'm sorry for the trouble. As I have seen, our second level has now also arranged for a router replacement. If it hadn't been done by now, I would have done it.

Please report back to the thread when you have connected the new router.

Can I give you a 50% credit for the month of May for the circumstances?

Best Regards, Manu