Thema "Re: Frequent disconnection with new router also" in Störungen im Kabel-Netz

Frequent disconnection with new router also

annkintel — Thu, 17 Jun 2021 17:37:47 GMT

Hi,

I am using vodafone kabel internet at same place from 2+ years but never faced any problem. But form past 10 days, internet is disconnected every 1 hour or so. After 5 minutes it comes back, but why should it disconnect in first place regularly?

I contacted customer care, they assigned a technician. Technician called and said we need to change the router and will send new one.

I got the new router today and within 2 hours, internet got disconnected 3 times.

Can you please solve this issue once and for all? Let me know if you need more information.

Thanks

Ankit

Re: Frequent disconnection with new router also

pRo-Marco — Fri, 18 Jun 2021 06:12:48 GMT

Hi Ankit,

please fill out the questionnaire. This will make it easier for the first narrowing down.

Kind regards

Marco

Re: Frequent disconnection with new router also

annkintel — Fri, 18 Jun 2021 15:16:15 GMT

@pRo-Marco ok, here it is:

In which state do you live? Please also send the postcode - Berlin 12439
Which contract do you have? (e.g. Internet + telephone 100): Red internet + phone 50
Which modem / router do you use? (e.g. Hitron) - Arris
Do you use a loaner device from us or do you have your own device ? - Loaner device
What is the error ? (Speed too slow; packet loss) - Internet is disconnected for 5 minutes almost every hour or so.
How is your device with the modem : WLAN )
Which browser : Chrome ,
Which operating system , have 2 laptops: have problem with MAC and Windows both, also on all mobile devices
Start and period : since the beginning of June
Upload a screenshot of the signal values . You can find this in the user interface of your cable router via 192.168.0.1 or via 192.168.178.1 attached to the Fritzbox.
Which measures were taken by the fault hotline - They sent a new router. But the problems is still the same. (available at 0800-5266625)?

Re: Frequent disconnection with new router also

Martin59 — Sat, 19 Jun 2021 16:33:27 GMT

Hello annkintel,

please send me the name of the contract holder, the date of birth, the complete address and the customer number via PN.

Please leave afterwards a short feedback here.

Best regards, Martin

Re: Frequent disconnection with new router also

annkintel — Sat, 19 Jun 2021 16:42:21 GMT

sent @Martin59

Re: Frequent disconnection with new router also

Martin59 — Sat, 19 Jun 2021 17:49:43 GMT

Hello annkintel,

the line looks very good so far. Have you already reset the cable router to the factory settings?

Best regards, Martin

Re: Frequent disconnection with new router also

annkintel — Sat, 19 Jun 2021 18:34:20 GMT

yes @Martin59 , have tried whatever I could. Reset, restart, unplug/replug cable

Re: Frequent disconnection with new router also

Martin59 — Sat, 19 Jun 2021 19:38:35 GMT

ello annkintel,

How are the devices connected to the cable router, via LAN or W-LAN? I can't see any interruptions on your connection at the moment.

Best regards, Martin

Re: Frequent disconnection with new router also

annkintel — Sat, 19 Jun 2021 19:44:03 GMT

@Martin59 connected via WLAN

Right now it may be working, but as i mentioned in the initial message, the connection disconnects every few hours. May not have happened from last couple of hours. I experienced disconnection in morning ~10am, then ~12pm, then again ~4 to 5pm. I don't have exact times from yesterday, but it happened during yesterday afternoon as well as evening.

Re: Frequent disconnection with new router also

annkintel — Sun, 20 Jun 2021 07:23:38 GMT

@Martin59 for the record, the internet was disconnected few minutes back, i think 9:10-9:20am.

Re: Frequent disconnection with new router also

annkintel — Sun, 20 Jun 2021 12:28:34 GMT

@Martin59 for the record, the internet was not working again between 12:45-13:00

Re: Frequent disconnection with new router also

annkintel — Sun, 20 Jun 2021 19:20:09 GMT

@Martin59 for the record again, the internet went from 20:55-21:00. And from 21:12 - 21:20. This is 4th time i noticed today and i wasn't home for most of the day. Definitely it would have disconnected more times.

Is that enough information to help you with? Can you support in having the issue fixed?

Re: Frequent disconnection with new router also

Tobias — Mon, 21 Jun 2021 06:37:40 GMT

Hey,

well, we cant see any interruptions from here. We could try to swapt the device at first, should we try that?

Regards

Tobias

Re: Frequent disconnection with new router also

annkintel — Mon, 21 Jun 2021 06:49:50 GMT

@Tobias you mean try with a new router?

The one i have now is a new one already, received it 4-5 days back. No need to waste time by sending another router.

You say you can't see any interruptions. That's not my problem. Besides when i call the customer hot line and open a ticket, i get a message that there is grid failure and fixing is going on.

Now if there are no interruption, what are they fixing?

Also to let you know, some other residents in my building are facing exact same issue. So clearly there is something wrong.

Re: Frequent disconnection with new router also

Tobias — Tue, 22 Jun 2021 06:20:29 GMT

Hey,

yeah, that was my mistake, i didnt saw the swap. Should we try to send a technician? The line looks like its basicly okay, but it could be something on your site. I see some Timeouts etc.

Regards

Tobias

Re: Frequent disconnection with new router also

annkintel — Tue, 22 Jun 2021 09:39:51 GMT

@Tobias

When you say problem on site, do you mean my apartment? As I mentioned others in the building have the same issue so clearly it's a wider issue.

Regarding sending technician: when i called last week to technical hotline, they assigned a technician. Then next day I get a SMS that technician is not longer necessary because of some grid failure. You can find the updates in this ticket no.: 003-0467646

I feel like I am just being bounced back and forth between your teams without any effort of resolving the issue. Today morning from 10:00 - 11:00 it disconnected 3 times. If you intend to send technician, first clarify with other team why they said technician is not needed.

Re: Frequent disconnection with new router also

Tobias — Wed, 23 Jun 2021 05:39:29 GMT

Hey @annkintel,

well, i dont have to communicate with them, i saw these tickets already - in that case there was a problem in our network onsite, as you already mentioned. In that case, i already said also that i see some timeouts on your connection (not that area error like last week) - thats the reason why i wanna send you a technician.

Regards

Tobias

Re: Frequent disconnection with new router also

annkintel — Wed, 23 Jun 2021 10:20:48 GMT

@Tobias sure, if you think sending a technician would help, then please send one. What time would you propose for a technician appointment?

Re: Frequent disconnection with new router also

Tobias — Thu, 24 Jun 2021 08:22:47 GMT

Hey,

well, they will contact you to talk about further instructions, could you send me a mobilenumber where they can reach you? Whats about the house connection room, can you give them acces to them?

Please send me the number via private message 🙂

Regards

Tobias