Thema "Re: New kabel station getting disconnected frequently" in Störungen im Kabel-Netz

New kabel station getting disconnected frequently

johnjamin — Sun, 01 Aug 2021 14:29:58 GMT

Hi,

I had no idea how to get through the auto mobile answering system in German, so I am writing the problem here.

I recently made a new cable internet contract and switched the tarrif from 400 to 1000. I described the problem to a worker in vodafone shop which I was having from the old machine (thought it was the router problem). The fast line option in tge router would get disconnected frequently while the slow connection was stable. So I asked for the new router hoping I would get a stable fast connection.

The new one came, set it up and the same problem is occurring. It is getting disconnected every now and then. It gets completely disconnected (wifi dissapears). When it is working though, the speed seems to be okay but the ping seems often to be very high. I guess this is an indication of a vodafone line problem.

The problem seems to have been in the place for a long time. As I have misjudged initially the cause to be the router. Now with a lot of homeoffice, it is really problematic. How can I get support to resolve this issue?

Re: New kabel station getting disconnected frequently

Martin59 — Mon, 02 Aug 2021 12:27:38 GMT

Hello johnjamin,

we will be happy to take a look at it. Please tell us which router you use and in which state you live?

Best regards, Martin

Re: New kabel station getting disconnected frequently

johnjamin — Wed, 04 Aug 2021 05:14:27 GMT

Hi,

The machine i got recently seems to be a vodafone station. CGA4233DE is the model number.

The address is ***

Re: New kabel station getting disconnected frequently

Tobias — Wed, 04 Aug 2021 05:15:24 GMT

Hey,

I can gladly take a look at the connection 🙂 Can 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: New kabel station getting disconnected frequently

johnjamin — Wed, 04 Aug 2021 14:14:43 GMT

I have sent you the private message with all the information you've asked.

Re: New kabel station getting disconnected frequently

Claudia — Fri, 06 Aug 2021 05:19:20 GMT

Hello johnjamin,

do the disconnects only occur with the WiFi connection only or via ethernet as well? When exactly was the last disconnect via ethernet?

Kind regards,

Claudia

Re: New kabel station getting disconnected frequently

johnjamin — Sat, 07 Aug 2021 22:21:23 GMT

Hi,

I haven't tried the lan connection.

Somehow your company has sent me another router which I did not ask for.

So now I have two new ones.

The first one is the former one which I have mentioned earlier in other posts.

This is the one that was having some disconnection issues.

The second one came more recently. As the new one came, I replaced the first one with this machine.

It does not disconnect. However, it is unstable and shows often extremely slow speed.

I tried to install the first one again since it was too slow. However, it is asking me to enter the activation code.

I cannot find this code anywhere, so I gave up and went back to the second one and installed this one.

Could you please check what the problem is with the second one?

I have a contract of 1000mbits. but I am getting 150~200mbits from the second machine.

With the first one, horrible disconnection issues. Second one with slow and very unstable connection.

Also, I have no idea what to do with both of the machines. Do I send back one?

I hope this makes sense.

Re: New kabel station getting disconnected frequently

johnjamin — Sun, 08 Aug 2021 23:08:46 GMT

Also please give me the instructions to get an activation code. The second machine seems to cover less area than the first one with the wifi. The signal is not powerful enough in some part of the flat. As already mentioned the speed problem exists.

Therefore, I would like to use the first machine and get the disconnecting problem fixed. To do so, i need an activation code to install the first one and deal with the disconnection problem. I will send back the second one and the very old one back tk vodafone.

Could you please help me?

Would there be an option for a phone call? Thank you in advance.

Re: New kabel station getting disconnected frequently

Jens — Wed, 11 Aug 2021 12:28:41 GMT

Hey johnjamin,

you need no code to activate our cable-router. 🙂 And i can see, that the connection is online since a few days.

Is now all ok?

Regards

Jens

Re: New kabel station getting disconnected frequently

johnjamin — Thu, 12 Aug 2021 11:28:36 GMT

This is because I was using the second device. The first one still asks for me to insert the activation code. I would want to use the first one but I am now too overwhelmed by this problem.

Nevertheless, the second one also gets very slow sometimes. The speed tests sometimes show about 200mbits.

I tried whatsapp call and it gets disconnected very frequently. It is almost impossible to have an online meeting.

Can you please have a look at it or help me to resolve this issue?

Re: New kabel station getting disconnected frequently

Jens — Fri, 13 Aug 2021 12:24:53 GMT

Hey johnjamin,

if the exchange device is installed, the first one can't activate, not even with an activation code.

Are the 200mbps only with wifi? If yes, use only the 5GHz wifi and a device, that can handle the speed. Please bear in mind, however, that the range at 5Ghz is lower than at 2.4Ghz.

Regards

Jens

Re: New kabel station getting disconnected frequently

johnjamin — Fri, 13 Aug 2021 23:36:44 GMT

I was already using the 5g. Yesterday it was showing 200 and today it is showing 450. I am not so sure why the difference were shown. To me, this is a sign of unstable connections. Also, 450 is still not even the half of 1000. Do you think this is normal? And I am getting the service I have signed for?

Re: New kabel station getting disconnected frequently

Martin59 — Sun, 15 Aug 2021 09:58:27 GMT

Hello johnjamin,

what speeds do you achieve via LAN cabling?

Best regards, Martin

Re: New kabel station getting disconnected frequently

johnjamin — Tue, 17 Aug 2021 12:18:04 GMT

Hello Martin,

I ran the speed test on your website. Speedtest.vodafone.

with the lan connection a minute ago.

It shows

Ping 17

Download 676

Upload 11.

However the download bar often shows 200 during the checking process. These values still seem very less to me and upload of 11 doesnt sound so correct.

When I check it from my phone, note 10 +, download is around 400.

In the next page

Re: New kabel station getting disconnected frequently

Martin59 — Wed, 18 Aug 2021 07:05:06 GMT

Hello johnjamin,

then I would be happy to commission a technician to take a look at it on site.

If the malfunction is caused by your cabling, your end devices or by improper handling, the service will be charged with 99,540 €. In all other cases it is free of charge.

Please send me a current mobile phone number, the info if YOU can access the house amplifier and if there are signs of Covid-19 via PN .

After that please leave a short info here.

Best regards, Martin

Re: New kabel station getting disconnected frequently

Martin59 — Fri, 20 Aug 2021 08:48:21 GMT

Hello johnjamin,

can you please ask your landlord or the janitor where the house amplifier is located?

This is actually usually in the basement or attic, only we just do not know.

Without the information whether you or the landlord / janitor can establish access, I can not commission a technician.

Best regards, Martin

Re: New kabel station getting disconnected frequently

johnjamin — Sat, 21 Aug 2021 03:00:24 GMT

Hi,

I sent an email to the immobilien office. It will take awhile until i get an answer.

In a meanwhile, I checked the basement of the house. I think i found the container which looks like it is for the net. However, it seems to be locked. I do not know who has the keys. From where I come from, the keys are normally from the net companies. Is it the case here as well?

I see another small container which is located just besides it. This one has a sticker on it saying "Medienberater im Auftrag für Kabel Deutschland Andreas Kawaldt..." i took photos of the both containers. But here i cannot upload them due to the size limitation.

Would this not be enough to get a technical person?

Now the situation become worse. I have no internet (wifi) at all. I am trying my best to remain calm but it is really cauing alot of problems. When I check router it says "Docsis offline".

One additional question: Is there a way to reach vodafone customer service without the german speaking voice machine?

Re: New kabel station getting disconnected frequently

Moni_GK — Mon, 23 Aug 2021 13:31:12 GMT

Hello johnjamin,

the customer service on the phone is only German.

Send me a photo of the box. Then I can tell you if it is the house connection.

Greetings Moni

Re: New kabel station getting disconnected frequently

johnjamin — Mon, 23 Aug 2021 16:35:51 GMT

Link please see the photos in the link.

Re: New kabel station getting disconnected frequently

Martin59 — Tue, 24 Aug 2021 18:26:40 GMT

Hello johnjamin,

the box in the first picture is the house amplifier. There were also some repairs done in the network in the last days. Can you please do a new speedtest again?

Best regards, Martin