Thema "Re: What is going on with the internet in this area? 10117" in Störungen im Kabel-Netz

What is going on with the internet in this area? 10117

Mvv — Fri, 24 Jul 2020 11:31:54 GMT

It seems that the internet from Vodafone has a complete will of its own. Every second day there is a connection failure or a total blackout…

Today again, in the middle of the day in the middle of a business call. This is completely unacceptable! I am currently paying over 50 bucks for a connection that is slower and more unstable than my phone connection which costs me less than half the price.

For the last 1.5 years, I have been calling and trying to get a solution, but I still get no help whatsoever. Every single time I hear the same: This is an issue we know about, next week/month/quarter/year it should be better. So if this is an issue you are aware of, how the hell have you been (and still are) charging me the full subscription for a product that you cannot deliver?!

Several people in my building have the exact same problem, but nothing has been done so far to fix any of it.

Re: What is going on with the internet in this area? 10117

Tobias — Fri, 24 Jul 2020 17:42:30 GMT

Hey,

I'd be happy to take a look at the connection 🙂 Do you send me your customer data (customer number, name, address and date of birth of the contract holder) via private message?

Then please let me know in the post when you have sent me the data.

Regards

Tobias

Re: What is going on with the internet in this area? 10117

Mvv — Sat, 25 Jul 2020 13:04:02 GMT

Dear Tobias,

Thank you for your response.
I have sent the details in a private message.

Looking forward to hearing from you.

Kind regards,

Re: What is going on with the internet in this area? 10117

Wallace — Mon, 27 Jul 2020 06:52:20 GMT

Hi Mvv,

the line looks excellent, except for an excessive workload in the evening. Is the bandwidth just too low or are there any terminations?

Regards

Wallace

Re: What is going on with the internet in this area? 10117

Mvv — Tue, 04 Aug 2020 12:54:05 GMT

Hi Wallace,

Thank you for your response.

I am not sure what the problem is. But I've lost connection again for the last hour, now that the internet is back on, I have a download speed of 58 and an upload speed of 2.88.

Kind regards,

Re: What is going on with the internet in this area? 10117

Claudia — Wed, 05 Aug 2020 08:28:50 GMT

Hello Mvv,

did the disconnect happen with a WiFi connection or was the ethernet connection affected as well? Did the modem reboot, could you reach the GUI? Were you connected via ethernet when you made the last speed test?

Kind regards,

Claudia

Re: What is going on with the internet in this area? 10117

Mvv — Wed, 26 Aug 2020 12:40:08 GMT

Hi Claudia,

Both the Wifi and the Ethernet are affected every time the connection is lost. Restarting the modem doesn't have any positive results either.

The last speed test was made over wifi, however, even with ethernet, the same speeds are registered. E.g. I just did a speed test over ethernet, and a download speed of 40mbps and an upload speed of 0.01mbps were recorded.

I don't know why, but every couple of hours the internet is gone. If I'd comment for every single time the internet is gone for half an hour or longer I would be writing several posts a week or even a day.

Re: What is going on with the internet in this area? 10117

sl83 — Wed, 26 Aug 2020 12:54:59 GMT

You are in the same ZIP code that I live in, maybe also in Markgrafenkarree Krausenkiez. We are having issues for the last three years since we moved into this Vodafone-only place. Vodafone was not able to fix this instead using a salami tactic (will be fixed at the end of this month..., a couple of month, then a year...). that was in 2017, up to today their service is not working reliable.

right now, we experience packet loses, low bandwidth especially in the upload. it feels it has gotten worse over the last few weeks.

if you have the option to move away from Vodafone do it and don't waste your energy on this company like I did.

Reference:

- https://forum.vodafone.de/t5/Archiv-St%C3%B6rungsmeldungen/10117-Berlin-Download-und-auch-Upload-sehr-langsam-in/td-p/1507059

- https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/10117-Berlin-Mitte-St%C3%B6rung-Ticket-Nirwana/td-p/2157249

Re: What is going on with the internet in this area? 10117

Moni_GK — Thu, 27 Aug 2020 06:37:36 GMT

Hello Mvv,

the line looks good. How does the router behave if the connection is lost?

Does the connection then go completely down or is "only" the upload very low?

Greetings Moni

Re: What is going on with the internet in this area? 10117

Mvv — Thu, 27 Aug 2020 11:17:52 GMT

Hi sl83,

Thank you for your reaction.
I do live indeed in the Markgrafenkarree Krausenkiez and experienced exactly the same issues for almost 2 years now. If I could I would switch directly, I have been in touch with the "house management" to see if we could get extra service provider options.

I find it outrageous that Vodafone straight-up lies about the strength of their service, and about the duration of when the solution will be present.

I'm sorry that you have the same problems, but I hope that vodafone came at least through with some sort of compensation.

Re: What is going on with the internet in this area? 10117

Mvv — Thu, 27 Aug 2020 11:29:20 GMT

Hi Moni,

Apparently the line always looks good, nevertheless, I am without connection every other day.

Either the router cannot find a signal, or the signal is too low to actually work with.

Besides, I don't think the upload is "only" low. I should have a download speed of 200mbps, but I barely reach 25% of that... besides that, I find it truly rediculous that often I don't even reach 10% of the upload speed that I am paying for.
Just imagine for a second; if you go to a bakery, you order and pay a full cake and a full sandwich. But instead, you get only 1/4th of the cake, and maybe 1/10th of the sandwich, nevertheless you have to pay for the full thing, and when you say something about it, the bakery tells you: "Well, from my point of view, everything seems alright".
And this is happening for over 1,5 years now...

Re: What is going on with the internet in this area? 10117

sl83 — Thu, 27 Aug 2020 11:47:27 GMT

Yeah, that is the issue, we can't switch. Vodafone has a local monopoly here. I spoke with the building administration (BUWOG), too and suggested the same. They are making up excuses, too.

Compensation, well, we still pay 50% for a smaller fraction of their service. So still too much, as I have to pay for a LTE contract on top, to have at least some sort of reliable service.

Vodafone is clueless about their infrastructure. When people ask me which provider to choose, I tell them: "Avoid Vodafone at all cost.". The support team is a prisoner of their system. Tickets get closed without the issue being solved. The tickets have no proper description either. So when issues overlap, which they do, you don't know, what was solved. Estimations are off by years! In all areas, just a horrible experience.

I wish you also good luck! After over three years I have doubt, that it ever will be solved. Greetings from K27

Re: What is going on with the internet in this area? 10117

Claudia — Mon, 31 Aug 2020 05:14:23 GMT

Hello Mvv,

there was a high net utilisation till the beginning of the month which had an impact on the download speed. Until friday there was a disturbance in the return path which causes trouble with the upload and disconnects. There are also fault rates on your modem that occured this night for the last time. When was the last disconnect? Additionally, the utilisation from the upload channels is high at the moment, which is targeted with another central work order. I made a task for you so you will be informed when the utilisation is lowered.

Kind regards,

Claudia

Re: What is going on with the internet in this area? 10117

Mvv — Mon, 31 Aug 2020 14:04:26 GMT

Hi Claudia,

I don't understand how on Friday I get the message that "the line looks good." and now the line hasn't been good since the beginning of the month?

The last disconnect was last Saturday.

Great that it seems something is being done, and that you made a work order for it. But as SL83 puts it as well, this has been going on for 3 years. What is the guarantee that something will change this time? Secondly, I've heard too often this will be solved in 1 week, month, quarter etc.etc. what time can I expect this to be solved? and lastly, what is going to be the solution until the problem is solved?

Kind regards,

Re: What is going on with the internet in this area? 10117

Claudia — Wed, 02 Sep 2020 05:49:19 GMT

Hello Mvv,

as you see we cannot give end dates that are 100 per cent certain. All we get are plan dates that might change, unfortunately mostly for the worse if parts are missing or for other reasons of delays. The current plan date for the upstream utilisation is at the end of the year. We can offer to give you a refund until then.

Kind regards

Claudia

Re: What is going on with the internet in this area? 10117

Mvv — Wed, 14 Oct 2020 16:16:51 GMT

Hi Claudia,

I was expecting that the refund would be in place automatically. Disappointingly I was charged fully over the last two months.

Could you make sure that this is fixed, as the internet is still not up to standards?

Kind regards,

Mvv

Re: What is going on with the internet in this area? 10117

pRo-Marco — Thu, 15 Oct 2020 13:28:22 GMT

Hi Mvv,

I gave a credit over 50% of the basic-costs for internet&telefone for August till October.

Kind regards

Marco

Re: What is going on with the internet in this area? 10117

Mvv — Tue, 09 Feb 2021 10:41:09 GMT

Hi Vodafone,

You did great, it seemed like I had workable internet during the last month of 2020. Unfortunately, since January 2021, it has been a downward spiral again.

For the majority of January I had connection issues and last week I had unusable internet from Monday till Friday. This week the connection has been too poor, therefore I'm again forced to either go to the office, or not work at all...

Can there please be a sustainable solution for once?! Only this thread has already been going on for half a year and I have to keep coming back because the internet isn't performing....

Kind regards,

Re: What is going on with the internet in this area? 10117

Martin59 — Sat, 13 Feb 2021 13:09:07 GMT

Hello Mvv,

the upload load disruption order is still open and in process.

Unfortunately, it is not yet known when the expansion measures can be completed.

Best regards, Martin

Re: What is going on with the internet in this area? 10117

Mvv — Wed, 17 Feb 2021 11:47:30 GMT

Hi Martin,

So, no solution? Absolutely nothing at all?

Just to recap, I've been pointing out this problem for over 2 years now... 2 years of no real solutions, every time "we're working on it but we don't know when it will be done" or, "we're working on it, it will be done in the next week/month/Q" with absolutelty no progess, 2 years of having to call on a regular basis because my internet drops again in the middle of a work related meeting... 2 years of incredible frustration of myself and my neighbours, and all I get as an answer now is again... "We're working on it, don't know when it will be done"....

This is absolutely ridiculous...

If you know this is a problem for over 2 years now, I expect some more pro-active problem solving instead of not giving any form of a solution...