Thema "Re: Extremely slow Internet in Berlin, Mitte" in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

Extremely slow Internet in Berlin, Mitte

janrider1 — Mon, 01 Feb 2021 12:52:30 GMT

We live in Berlin, Mitte. We have a 200Mbit/s tariff of the cable internet. Usually, the internet connection is much slower than 200Mbit/s but for the last weeks, it's especially slow. The internet connection is very slow: 1-4 Mbit/s download 0.5Mbit/s upload speed (all speed test measures were made both via wifi and ethernet connection –the result is the same). Since people currently have a requirement to work from home in Germany, my wife and I cannot work at all.

Should we expect a refund of our tariff price for last month?

But the main question: is it possible to fix the Internet in our area?

Betreff: Extremely slow Internet in Berlin, Mitte

alexb112 — Tue, 02 Feb 2021 20:14:29 GMT

I experience the same problem (Berlin, 10557).

I'm on 1000 Mbs Tarife, but I hardly get 10 Mbs at the moment. What's even worse is upload speed which is 0,7 Mbs.

It really affects the work and overall experience!

Support, can you please assist?

Re: Extremely slow Internet in Berlin, Mitte

Claudia — Wed, 03 Feb 2021 09:59:10 GMT

Hello janrider1,

is the download and upload speed slow all the time or rather in the evening? Did you test both WiFi and ethernet? I can have a look at your access, please send me your customer number, name, address and the birth date of the contract owner via private message. Reply here in this thread afterwards.

alexb112, please open an own thread for your request.

Kind regards,

Claudia

Re: Extremely slow Internet in Berlin, Mitte

janrider1 — Wed, 03 Feb 2021 14:25:03 GMT

Hi Claudia,

Thank you for reply.

I've sent you my contacts via PM.

Regarding slowness: it happens all day long for the last several weeks. Sometimes speedtest shows better download speed, but upload is still very bad:

Speedtest by Ookla

     Server: DNS:NET Internet Service GmbH - Berlin (id = 20507)
        ISP: Vodafone Germany Cable
    Latency:    48.17 ms   (28.91 ms jitter)
   Download:    62.08 Mbps (data used: 100.7 MB)
     Upload: FAILED

But anyway, I've spent almost a minute opening this Community page to answer you. The connection is very bad. If I try Youtube, the automatic quality very often set to 144p. That's annoying in 2021 😞

Today the technician has come to check. He said that there is a wrong connection of the modem – too strong signal. But after his fix was nothing changed. Also, he said that the modem should be replaced. The one I have is too old. He said he will request the change.

But anyway I want to mention, that there were periods when the Internet was good, so hard to say that the wrong connection or the modem is a real reason, but anyway I will wait for the replacement to see if that helps. So please, do not close this thread until modem replacement.

Kind regards,

Re: Extremely slow Internet in Berlin, Mitte

janrider1 — Thu, 04 Feb 2021 11:20:39 GMT

Hello,

Here is a report after yesterday's technician visit: download speed via speed test check is currently fine, but upload speed is still awful – less than 1Mbit/s. I did a speed test on both Vodafone and speedtest.net platforms, and the result is close to each other but you may see the more precise result on speedtest.net.

Also, I've attached the screenshot of the actual download speed of the screenshot from my mailbox. In the fact, it's far from 200Mbit/s.

In a conclusion, I want to say here, that I don't really care about the complete 200Mbit/s download speed at home, but I need 12Mbit/s upload because I choose this tariff for stable video calls. But it's not only about the video or regular calls, low upload speed also affects the surfing speed.

What should I expect from Vodafone in this situation? Should I expect for recalculation of the price I paid during the last months, and expect a refund of that 95% missing amount of speed I bought? Should I expect for fixing this issue from your side or I need to look for another provider?

Re: Extremely slow Internet in Berlin, Mitte

janrider1 — Fri, 05 Feb 2021 22:22:17 GMT

Hello again,

After another conversation with Vodafone Service today, I finally got a solution and this message:

"Hey, your router was missing 2 upstreams. I redialed the router and now it has all 4 again."

Now I may confirm, that Internet speed is fine again.

Re: Extremely slow Internet in Berlin, Mitte

Wallace — Tue, 09 Feb 2021 08:21:31 GMT

Hey,

we currently have a very high load on our upstreams and therefore expansion work will take place. Unfortunately, we do not have a completion date for this work yet.

Regards

Wallace

Re: Extremely slow Internet in Berlin, Mitte

janrider1 — Wed, 10 Feb 2021 11:52:14 GMT

Hey Wallace,

Thanks for your message.

Unfortunately, since my last message, the internet is bad again. Sometimes the speed is fine, but ping is not, and that affects the total usage of the internet at home. Everything is slow: streaming, browsing, calls, etc.

I don't really like this kind of rhetoric, but I still ask you to up yourself in my shoes: what if I'll receive the full promised internet speed and quality, but will tell Vodafone that unfortunately, my money balance is not good lately, so I'll pay you only 20% of the tariff price? Will it be fair?
If Vodafone can't provide that amount and quality of the services I bought, I expect compensation. And that would be fair, I believe.

Best regards,

Re: Extremely slow Internet in Berlin, Mitte

Martin59 — Mon, 15 Feb 2021 08:04:38 GMT

Hello janrider1,

we can offer you a monthly credit, at 50% of the base amount, for the duration of the impairment.

Many greetings, Martin

Re: Extremely slow Internet in Berlin, Mitte

janrider1 — Mon, 15 Feb 2021 09:27:55 GMT

Hello Martin,

Thank you for your message.

Sounds fair, I appreciate it.

Best regards,

Re: Extremely slow Internet in Berlin, Mitte

janrider1 — Wed, 17 Feb 2021 09:40:59 GMT

Hello,

I have another question: the technician who came by my first request (order *** ticket number edited) said that the modem I currently have is old enough to be replaced and that may help to improve the connection stability/speed.

He said that he will request the replacement, but I can't check somehow if it was requested or not. Could you please check if this request exists and if not then create it (or tell me what I need to do to replace my current modem to the new one).

Best regards,

Re: Extremely slow Internet in Berlin, Mitte

Claudia — Thu, 18 Feb 2021 07:36:48 GMT

Hello janrider1,

the modem has nothing to do with the high net utilisation. We will have to wait until the net expansion is finished. I made a refund for February, March and April. You will see it on the next bill.

Kind regards,

Claudia

Re: Extremely slow Internet in Berlin, Mitte

janrider1 — Mon, 08 Mar 2021 18:22:00 GMT

Hello,

Due to bad internet connection and unestimated repair works from your side, I have to terminate the contract and switch to another provider, as I and my family can't work from home normally with such connection issues.

Could you please accept my request for a contract termination here, or I need to request it from my account page?

Regards,

Re: Extremely slow Internet in Berlin, Mitte

Claudia — Tue, 09 Mar 2021 17:09:26 GMT

Hello janrider1,

judging from the current plan it seems the net expansion won't be completed in the near future. I will send you a PM.

Kind regards,

Claudia