Thema "Re: Loosing synchronisation & Slow Download speed (5Mbits)" in Störungen im Kabel-Netz

Loosing synchronisation & Slow Download speed (5Mbits)

RiFi — Thu, 19 Aug 2021 19:09:22 GMT

This is the worse internet provider i had in my life.

Our line is loosing synchronisation everyday the router require 15min to get up again.

In addition the internet speed is not stable and very variable during the day : it always depends on how lucky your are today.

Customer service is null & are not able to understand the problem neither solving it.

Sending a technician to do a speedtest when connection is stable will not help to identify the problem (if we can call them technician : They should be able to collect data and understand the problem not just doing dummy speed test which my grandmother is able to do). There are other way to diagnose which i have shared to technician but unfortunately the only thing they know is speedtest.
As working from home become a necessity we found ourself disconnected everyday and required to do a reclamation that always ends closed.

No one listen & no one is able to solve the problem.

Edit: @RiFi Moved in the right board. Best regards Kurtler

Re: Loosing synchronisation & Slow Download speed (5Mbits)

Martin59 — Fri, 13 Aug 2021 07:14:30 GMT

Hello RiFi,

we will be happy to take a look at it. Please answer the open questions from the Link .

Best regards, Martin

Re: Loosing synchronisation & Slow Download speed (5Mbits)

RiFi — Thu, 19 Aug 2021 16:11:20 GMT

In which state do you live? 10627
Which contract do you have? internet + telephone 100
Which modem / router do you use? vodafone
Do you use a loaner device from us or do you have your own device ? loaner device
What is the error ? (Speed too low; packet loss) Send screenshots of speed tests (with date and time) and tracer / ping plotter measurements in the event of packet loss or ping problems
Slow : Variable speed on Upload /download, Jitter
How is your terminal with the modem connected ? wired
Which browser do you usually use? chrome
Which operating system do you have on your computer? mac
Start and period of the disturbance . since June

Re: Loosing synchronisation & Slow Download speed (5Mbits)

Martin59 — Fri, 20 Aug 2021 08:17:21 GMT

Hello RiFi,

I'd be happy to take a closer look. Please send me a PN with the name of the contract holder, date of birth, full address and customer number.

After that, please leave a short feedback here.

Best regards, Martin

Re: Loosing synchronisation & Slow Download speed (5Mbits)

Martin59 — Wed, 25 Aug 2021 13:39:19 GMT

Hello RiFi,

when was the last interruption or when was the last time the internet was too slow?

Best regards, Martin

Re: Loosing synchronisation & Slow Download speed (5Mbits)

RiFi — Thu, 26 Aug 2021 07:56:45 GMT

It happen everyday and randomly. I have sent you screenshot in a private message.

Can you please also work on the invoice.

Re: Loosing synchronisation & Slow Download speed (5Mbits)

Martin59 — Thu, 26 Aug 2021 14:21:16 GMT

Hello RiFi,

I have just arranged for the credit note for the technician's work. This will be visible on the next invoice or the one after that.

However, I would like to commission a technician again, who will take another look on site, as some errors are still apparent on your connection.

Best regards, Martin

Re: Loosing synchronisation & Slow Download speed (5Mbits)

RiFi — Thu, 26 Aug 2021 20:22:15 GMT

Hi,

Thank you for the fixing the bill issue. Hopefully (looking forward for the next bill to see it).

1 - From your side what is wrong or what do you see wrong with our connection?

2- We do not want a technician who just come in to do a speedtest (it will not solve the problem if the issue doesn't happen in that specific minutes when he is on site).

3- Does it mean we need to pay the technician also if you send it ?

I have setup a monitoring tool over the router, as i have sent you on screenshot. I will continue to monitor and provide you with a report over the period but the numbers doesn't look good.

Re: Loosing synchronisation & Slow Download speed (5Mbits)

Martin59 — Fri, 27 Aug 2021 13:13:22 GMT

Hello RiFi,

The technician should take a look at your connection and correct the fault, since there is obviously one.

There are increased timeouts and increased error correction on your connection. This must be corrected.

Best regards, Martin

Re: Loosing synchronisation & Slow Download speed (5Mbits)

RiFi — Mon, 30 Aug 2021 18:23:39 GMT

Hello,

Shall we expect that the technician stay at our place for 8hours ?

or he will come for less than1min to do a speed test then leave ? (We had already 2 time technician came).

The last time after the technician left by 1h30 we had a high ping & jitter on network package (bad, we even restarted the router ... )

We believe the issue is not from the connectivity at our place but something (outside of our home) : Building, Central division .... etc .

In your message you have written : "This must be corrected. "

Can you elaborate more from your side ? what do you see ? How will you fix it ?

Thanks

Re: Loosing synchronisation & Slow Download speed (5Mbits)

RiFi — Mon, 30 Aug 2021 18:45:03 GMT

And it happen, i was not able to post on the forum even and was timing out. Page was too slow loading.

Taking in consideration that those servers are in Berlin. I will let you imagine how it looks like to reach servers in Frankfurt & Ireland ....

I am going to have a coffe while this being posted ...

Re: Loosing synchronisation & Slow Download speed (5Mbits)

Wallace — Tue, 31 Aug 2021 19:35:26 GMT

Hi,

there are some timeouts on your connection and currently the modem is not reachable.

Do the problems occur mainly in the evening hours?

Regards

Wallace

Re: Loosing synchronisation & Slow Download speed (5Mbits)

RiFi — Wed, 01 Sep 2021 07:16:28 GMT

Hi Wallace,

As i mentioned previously it is totally random in time. It happens also during the day.

It can happen 1 or 2 or 3 time there is no rule behind it or specific time.

What can we do to solve it ? (I don't believe a technician presence at our place is required unless he is ready to stay for hours or a day waiting for the issue).

What are the possible option ?

- Can you check from your side. I still believe that there are some adjustment can be done from your side

- Another way is to upgrade to higher speed. In case of issue will it be better or same ?

Re: Loosing synchronisation & Slow Download speed (5Mbits)

Claudia — Thu, 02 Sep 2021 08:25:11 GMT

Hello RiFi,

there is nothing we can do to improve the line from our side. I doubt an upgrade will help here.

Kind regards

Claudia