Thema "Re: Kabel Internet Disconnects Suddenly and Frequently" in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

Kabel Internet Disconnects Suddenly and Frequently

peregrine — Wed, 02 Dec 2020 15:23:37 GMT

Hello,

Sorry my German isn't so good so I'll write in English. I'm a Kabel internet user in Berlin and I've been experiencing 2 issues for quite a few months now:

1. Sometimes, my internet connection disconnects and the Kabel box indicator light suggests that there's no internet. This continues for some minutes and then it's fine again. Or I just restart the router. This is the most serious and untolerable issue now.

2. Sometimes the WIFI router cuts off internet access for some (but not all) devices connected to the router. This is really strange since some devices will still have internet while others don't. This issue usually disappears after 30min or an hour. And this is not device-specific, it happens randomly to any of the devices connected to the WLAN.

What I've tried so far but to no avail:

* Resetting the router by pressing the reset button

* Seperating 2.4Ghz and 5Ghz channels

I'm paying for a 1gbps cable internet connection so I expect the connection to be top notch. In reality, it is very disappointing as it keeps dropping off. Sorry my German isn't so good so I cannot get past the machine when I call tech support. I've tried to talked to staff at a physical store but they couldn't help me either.

Is there anyway I can speak to a human without speaking to the machine first? Or can someone please call me? Thanks a lot!!!

Re: Kabel Internet Disconnects Suddenly and Frequently

Martin59 — Wed, 09 Dec 2020 09:35:47 GMT

Hello peregrine,

if your request still exists, please send me your name, address, date of birth and customer number by PN .

Afterwards leave a feedback here and we will have a look at your connection.

Best regards, Martin

Re: Kabel Internet Disconnects Suddenly and Frequently

peregrine — Wed, 09 Dec 2020 19:17:27 GMT

Hi Martin,

Thank you very much for following up on the issue. I've just PM'ed you the personal details.

Best

Re: Kabel Internet Disconnects Suddenly and Frequently

peregrine — Tue, 15 Dec 2020 15:40:46 GMT

Hi Martin,

Have you had the chance to take a look at my issue yet?

Thanks a lot!

Best regards

Re: Kabel Internet Disconnects Suddenly and Frequently

pRo-Marco — Thu, 17 Dec 2020 07:54:43 GMT

Hi peregrine,

the connection seems to be good. So maybe the router itself does not work like it should. I'd like to replace it for free. Is that okay for you?

Kind regards

Marco

Re: Kabel Internet Disconnects Suddenly and Frequently

peregrine — Thu, 17 Dec 2020 09:29:46 GMT

Hi Marco,

Yes, that would be fantastic! Would you please mail the router to my address? Thank you!

Best regards,

peregrine

Re: Kabel Internet Disconnects Suddenly and Frequently

Tobias — Tue, 22 Dec 2020 09:44:36 GMT

Hey,

ive send you the new router, it should arrive soon 🙂

Regards&happy holidays

Tobias

Re: Kabel Internet Disconnects Suddenly and Frequently

peregrine — Tue, 16 Feb 2021 22:09:26 GMT

Hi Tobias,

Thank you very much.

I received the router. But the thing is this one stopped working as well.

The lights suddenly turned off and now it no longer reacts to anything. I tried plugging it into a different power outlet, flipping the power switch, pressing the reset button, etc. Nothing works. The lights are completely off. It seems this router is just dead for no reason.

As such, would you please send me another one (which is hopefully not defective)?

That would be greatly appreciated.

Best regards

Betreff: Kabel Internet Disconnects Suddenly and Frequently

peregrine — Wed, 17 Feb 2021 19:15:17 GMT

@Lars

Hallo,

Da Sie meinen Beitrag geschlossen haben, kann ich dort nicht antworten.

Dieser Beitrag wurde vor mehr als 2 Monaten erstellt. Und es ging um ein ganz anderes Problem.

Sie haben mir bereits einen neuen Router geschickt und mein vorheriges Problem mit dem alten Router wurde behoben.

Aber 2 Monate später, wie ich im anderen Beitrag erklärt habe, funktioniert mein neuer Router jetzt auch nicht mehr vollständig. (Der alte Router wurde nur manchmal getrennt, aber der neue Router ist jetzt vollständig tot. Dies ist ein anderes und dringenderes Thema.)

Würden Sie mir bitte einen neuen Router schicken?

vielen Dank!

Re: Kabel Internet Disconnects Suddenly and Frequently

pRo-Marco — Thu, 18 Feb 2021 19:33:51 GMT

Hi peregrine,

one thread is enough. I have moved the other thread to the archive.

I would like to have a technician come out and take a look at it on site. If that's okay with you, I still need a cell phone number so we can set up an appointment.

Is the house installation accessible?

Due to the current developments, we have to take certain precautions. Therefore, 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 put more people at risk unnecessarily.

Kind regards

Marco

Re: Kabel Internet Disconnects Suddenly and Frequently

peregrine — Fri, 19 Feb 2021 09:11:58 GMT

Hi Marco,

Thank you for replying.

Sure, it would be great to have a technician visit. I am a single person household and I have been working from home every day so I don't have any symptons of Covid-19.

I have sent you my details including phone number via PN. Please have someone call me and arrange an appointment for the visit as soon as possible. The technician should bring a new router with him because this one is completely dead. It doesn't give any reactions when plugged in and I don't have Internet at all.

Thank you very much!!

Best regards,

Zilong

Re: Kabel Internet Disconnects Suddenly and Frequently

Martin59 — Mon, 22 Feb 2021 15:06:48 GMT

Hi peregrine,

I just sent the order to the technicians. The colleagues will contact you so that an appointment can be made.

Many greetings, Martin