Thema "Re: English Assistance - Needing to restart router multiple times a day" in Störungen im Kabel-Netz

English Assistance - Needing to restart router multiple times a day

Ktrainau — Thu, 22 Apr 2021 11:23:45 GMT

Hello,

I am having significant issues with my internet, When i use the online tools it says there is no fault in the line but i am losing connection a minimum of 4-5 times a day and need to restart the router for the connection to be re-established.

This doesn't only occur with devices attached via wifi but also those plugged directly into the router via cable.

Could someone please help me as this is becoming a significant issue with working from home and is affecting my ability to work.

Thank you

Re: English Assistance - Needing to restart router multiple times a day

Martin59 — Thu, 22 Apr 2021 17:27:56 GMT

Hi Ktrainau,

in which province do you live and what kind of cable router do you use?

Best regards, Martin

Re: English Assistance - Needing to restart router multiple times a day

Ktrainau — Thu, 22 Apr 2021 18:10:13 GMT

Hello Martin,

I am on Nürnberg, Bayern and i have the Compal CH7466CE Cable router.

Thanks

Re: English Assistance - Needing to restart router multiple times a day

Martin59 — Thu, 22 Apr 2021 19:19:34 GMT

Hello Ktrainau,

then please send me a PN with the name of the contract holder, date of birth, full address and customer number.

Leave a short feedback here afterwards and we'll be happy to take a look.

Best regards, Martin

Re: English Assistance - Needing to restart router multiple times a day

Ktrainau — Thu, 22 Apr 2021 19:27:08 GMT

Thanks Martin,

i just sent you a PN now with the details you requested.

Re: English Assistance - Needing to restart router multiple times a day

Martin59 — Thu, 22 Apr 2021 19:46:34 GMT

Hello Ktrainau,

Your connection is affected by an interference signal. I have created an order for this and assigned it to the network fault so that you can be informed about the completion. The good news is that the interference signal has already been isolated. The bad news is that the technicians have not yet been able to gain access to the object in question.

The colleagues, however, continue to stay tuned.

Best regards, Martin

Re: English Assistance - Needing to restart router multiple times a day

Ktrainau — Tue, 27 Apr 2021 10:47:17 GMT

Hello Martin,

any updates on this? the internet is still dropping out multiple times a day and disrupting working from home.

Thanks

Kris

Re: English Assistance - Needing to restart router multiple times a day

Claudia — Wed, 28 Apr 2021 08:57:39 GMT

Hello Ktrainau,

the colleagues are still working on the interference signal. There is an appointment tomorrow evening, I keep my fingers crossed that they will eliminate the signal then.

Kind regards

Claudia

Re: English Assistance - Needing to restart router multiple times a day

Ktrainau — Mon, 03 May 2021 07:52:57 GMT

Hello,

I received an SMS yesterday advising that the issue had been fixed.

I am still having the same issues this morning with the internet continually dropping out.

This has happened no less than 7 times already this morning and is completely unacceptable.

Could you please advise what we can do to fix this problem as soon as possible as this is affecting my work.

Thank you

Re: English Assistance - Needing to restart router multiple times a day

Claudia — Mon, 03 May 2021 12:19:25 GMT

Hello Ktrainau,

do the drops happen with both WiFi and the ethernet connection? The return path looks good so far, but the receive level on your modem is pretty low. The other modem in the building has a better signal, is the coaxial cable still plugged in properly and is it undamaged?

Kind regards,

Claudia

Re: English Assistance - Needing to restart router multiple times a day

Ktrainau — Mon, 03 May 2021 13:02:57 GMT

HI Claudia,

It is hard to determine as the computers used do not have the option to plug an ethernet cable in.

Although it seems that the TV connection is now working better than it was in the last couple of weeks but we are continually having the issue with Wifi and the computer.

We have checked the coaxial cable and it is still plugged in and has no damage.

Thank you

Re: English Assistance - Needing to restart router multiple times a day

Claudia — Mon, 03 May 2021 15:33:12 GMT

Hello Ktrainau,

I would like to send a technician to check the signal, but it would be best if you could test a different coaxial cable, as this is already part of your area of responsibility. If another cable doesn't change the signal quality as well we are on the safe side with the technician. He will need access to the house installation which is usually located in the basement, can you grant him that? Can he reach you under ***107 to make the appointment? We also need to know if there are symptoms in your household that might be linked to Covid-19.

Kind regards,

Claudia

Re: English Assistance - Needing to restart router multiple times a day

Ktrainau — Mon, 03 May 2021 15:47:39 GMT

Hello Claudia,

I have just ordered a new coaxial cable so will be able to test that when it is delivered later this week.

If we book a technician we can give them access to the basement and apartment to test the connection.

We have no symptoms or exposure to Covid-19.

Yes you can contact me on the number listed to organise the appointment.

Thank you

Re: English Assistance - Needing to restart router multiple times a day

Claudia — Mon, 03 May 2021 17:23:12 GMT

Hello Ktrainau,

alright, so we will see if the other cable helps and if not I send the technician.

Kind regards,
Claudia

Re: English Assistance - Needing to restart router multiple times a day

Ktrainau — Wed, 12 May 2021 12:07:21 GMT

Hello.

we are still experiencing intermitant internet connection even after replacing the coaxial cable between the wall and router.

we connected the tv directy to the router via LAN cable and it seems to work perfectly but unfortunately wifi devices still experience messages 'no internet connection' very regularly

could you please look at what could be possibly causing this so we can remedy - working from home is difficult as previously mentioned.

Kris

Re: English Assistance - Needing to restart router multiple times a day

Moni_GK — Fri, 14 May 2021 09:06:28 GMT

Hello Ktrainau,

A technician should take a look at this on site. Would that be all right and will the colleague come with you to the house installation? The cause seems to lie in our area of responsibility. In this case, the service is free of charge for you. If the technician does not meet anyone at the agreed time and cannot gain access, we will charge 99.50 € for the service.

Under which phone number can the colleague make an appointment with you?

Due to the current developments we have to take certain precautions. Therefore we need to know if there are any symptoms in your household that could be related to Covid-19. Of course we don't want to offend you, but on the other hand we don't want to endanger more people unnecessarily.

Greetings Moni

Re: English Assistance - Needing to restart router multiple times a day

Ktrainau — Fri, 14 May 2021 13:28:12 GMT

Thank you Moni.

it is fine to contact me on the phone number ive provided on file.

No problem with meeting technician - we are home all the time currently.

No positive tests for covid, nor are there any symptoms in our house. i have been tested regularly lately and can provide recent negative test results if needed.

Thanks

Kris

Re: English Assistance - Needing to restart router multiple times a day

Moni_GK — Sun, 16 May 2021 07:48:40 GMT

Hello Ktrainau,

can you provide access to the house installation?

Greetings Moni

Re: English Assistance - Needing to restart router multiple times a day

Ktrainau — Wed, 19 May 2021 08:42:12 GMT

Yes this is fine, we have access

Re: English Assistance - Needing to restart router multiple times a day

Moni_GK — Wed, 19 May 2021 09:55:56 GMT

Hello Ktrainau,

can you also provide access to the house system (house connection amplifier)?

Greetings Moni