Thema "Betreff: Ping spikes and instability" in Störungen im Kabel-Netz

Ping spikes and instability

Rafa3 — Thu, 09 Dec 2021 12:50:03 GMT

Hello all,

Around a week ago I started experiencing latency issues related to ping spikes.

I've already tried the "basic troubleshooting" steps such as resetting the modem, checking cables and outlets and moving the modem around, but none actually helped.

One thing that I noticed is that early morning the connection seems overall Ok. I still see a few spikes but in general it looks fine:

Do 9. Dez 06:27:58 CET 2021: PING 1.1.1.1 (1.1.1.1) 56(84) bytes of data.
Do 9. Dez 06:27:58 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=1 ttl=57 time=16.5 ms
Do 9. Dez 06:27:59 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=2 ttl=57 time=13.9 ms
Do 9. Dez 06:28:00 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=3 ttl=57 time=66.8 ms
Do 9. Dez 06:28:01 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=4 ttl=57 time=130 ms
Do 9. Dez 06:28:02 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=5 ttl=57 time=11.5 ms
Do 9. Dez 06:28:03 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6 ttl=57 time=11.9 ms
Do 9. Dez 06:28:04 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=7 ttl=57 time=15.1 ms
Do 9. Dez 06:28:05 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=8 ttl=57 time=16.4 ms
Do 9. Dez 06:28:06 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=9 ttl=57 time=12.2 ms
Do 9. Dez 06:28:07 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=10 ttl=57 time=13.2 ms
Do 9. Dez 06:28:08 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=11 ttl=57 time=10.5 ms
Do 9. Dez 06:28:09 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=12 ttl=57 time=11.5 ms
Do 9. Dez 06:28:10 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=13 ttl=57 time=12.8 ms
Do 9. Dez 06:28:11 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=14 ttl=57 time=17.7 ms
Do 9. Dez 06:28:12 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=15 ttl=57 time=12.2 ms
Do 9. Dez 06:28:13 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=16 ttl=57 time=20.1 ms
Do 9. Dez 06:28:14 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=17 ttl=57 time=12.1 ms
Do 9. Dez 06:28:15 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=18 ttl=57 time=77.9 ms
Do 9. Dez 06:28:16 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=19 ttl=57 time=15.1 ms
Do 9. Dez 06:28:17 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=20 ttl=57 time=15.7 ms
Do 9. Dez 06:28:18 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=21 ttl=57 time=14.0 ms
Do 9. Dez 06:28:19 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=22 ttl=57 time=14.9 ms
Do 9. Dez 06:28:20 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=23 ttl=57 time=10.6 ms
Do 9. Dez 06:28:21 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=24 ttl=57 time=23.3 ms
Do 9. Dez 06:28:22 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=25 ttl=57 time=14.7 ms
Do 9. Dez 06:28:23 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=26 ttl=57 time=23.7 ms
Do 9. Dez 06:28:24 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=27 ttl=57 time=18.5 ms
Do 9. Dez 06:28:25 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=28 ttl=57 time=18.6 ms
Do 9. Dez 06:28:26 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=29 ttl=57 time=14.5 ms
Do 9. Dez 06:28:27 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=30 ttl=57 time=14.4 ms
Do 9. Dez 06:28:28 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=31 ttl=57 time=10.7 ms
Do 9. Dez 06:28:29 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=32 ttl=57 time=13.2 ms
Do 9. Dez 06:28:30 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=33 ttl=57 time=126 ms
Do 9. Dez 06:28:31 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=34 ttl=57 time=49.5 ms
Do 9. Dez 06:28:32 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=35 ttl=57 time=15.3 ms
Do 9. Dez 06:28:33 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=36 ttl=57 time=18.1 ms

however, after around ~8 AM it starts becoming quite unstable:

Do 9. Dez 08:19:16 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6669 ttl=57 time=14.0 ms
Do 9. Dez 08:19:17 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6670 ttl=57 time=12.0 ms
Do 9. Dez 08:19:18 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6671 ttl=57 time=13.5 ms
Do 9. Dez 08:19:19 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6672 ttl=57 time=13.9 ms
Do 9. Dez 08:19:20 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6673 ttl=57 time=14.3 ms
Do 9. Dez 08:19:21 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6674 ttl=57 time=11.2 ms
Do 9. Dez 08:19:22 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6675 ttl=57 time=11.8 ms
Do 9. Dez 08:19:23 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6676 ttl=57 time=14.0 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6677 ttl=57 time=11200 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6678 ttl=57 time=10207 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6679 ttl=57 time=9193 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6680 ttl=57 time=8217 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6681 ttl=57 time=7207 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6682 ttl=57 time=6209 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6683 ttl=57 time=5185 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6684 ttl=57 time=4199 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6685 ttl=57 time=3174 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6686 ttl=57 time=2250 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6687 ttl=57 time=1254 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6688 ttl=57 time=282 ms
Do 9. Dez 08:19:37 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6689 ttl=57 time=45.8 ms
Do 9. Dez 08:19:38 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6690 ttl=57 time=15.2 ms
Do 9. Dez 08:19:39 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6691 ttl=57 time=12.5 ms
Do 9. Dez 08:19:40 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6692 ttl=57 time=26.3 ms
Do 9. Dez 08:19:41 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6693 ttl=57 time=12.4 ms
Do 9. Dez 08:19:42 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6694 ttl=57 time=31.8 ms
Do 9. Dez 08:19:43 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6695 ttl=57 time=10.7 ms
Do 9. Dez 08:19:44 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6696 ttl=57 time=23.0 ms
Do 9. Dez 08:19:45 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6697 ttl=57 time=43.9 ms
Do 9. Dez 08:19:46 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6698 ttl=57 time=34.8 ms
Do 9. Dez 08:19:47 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6699 ttl=57 time=14.3 ms
Do 9. Dez 08:19:48 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6700 ttl=57 time=13.1 ms
Do 9. Dez 08:19:49 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6701 ttl=57 time=14.8 ms
Do 9. Dez 08:19:50 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6702 ttl=57 time=12.3 ms
Do 9. Dez 08:19:51 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6703 ttl=57 time=31.1 ms
Do 9. Dez 08:19:52 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6704 ttl=57 time=176 ms
Do 9. Dez 08:19:53 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6705 ttl=57 time=68.5 ms
Do 9. Dez 08:19:54 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6706 ttl=57 time=58.5 ms
Do 9. Dez 08:19:55 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6707 ttl=57 time=22.4 ms
Do 9. Dez 08:19:56 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6708 ttl=57 time=47.9 ms
Do 9. Dez 08:19:57 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6709 ttl=57 time=50.7 ms
Do 9. Dez 08:19:58 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6710 ttl=57 time=210 ms
Do 9. Dez 08:19:59 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6711 ttl=57 time=50.7 ms
Do 9. Dez 08:20:00 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6712 ttl=57 time=128 ms
Do 9. Dez 08:20:01 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6713 ttl=57 time=65.8 ms
Do 9. Dez 08:20:02 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6714 ttl=57 time=34.4 ms
Do 9. Dez 08:20:03 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6715 ttl=57 time=90.5 ms

* By the way, there was nobody at home today during this time and only one machine was connected to my network...

I also ran the ping test directly from the modem and it has pretty much the same pattern:

I've called the hotline yesterday and the Vodafone representative that spoke to me said that it was definitely a modem issue and that I would receive an SMS with a tracking number as they would be sending me a replacement, but so far I did not receive anything, hence I am trying to post here in the forum now.

Does anybody have anything to share that I could try in addition?

As for the contract/device info:

In welchem Bundesland wohnst Du? Sende bitte auch die Postleitzahl
- Berlin, 10435
Welchen Vertrag hast Du? (z.B. Internet + Telefon 100)
- Red Internet & Phone 1000 Cable
Welches Modem/ Router nutzt Du? (z.B. Hitron)
- Vodafone Station (TG3342DE)
Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?
- Leih-Gerät (Leased)
Welcher Fehler tritt auf? (Geschwindigkeit zu gering; Packetloss) Schicke dazu auch Screenshots von Speedtests (mit Datum und Uhrzeit) und Tracerts/ Pingplotter-Messungen bei Packetloss oder Ping-Problemen
- Described above
Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN)
- LAN/WLAN
Welchen Browser verwendest Du normalerweise? (z.B. Firefox)
- Chrome
Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows)
- Multiple: Windows 10 / Ubuntu 20.4
Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend)
- Around a week ago.
Lade dazu noch einen Screenshot von den Signalwerten hoch. Diese findest Du in der Benutzeroberfläche Deines Kabelrouters über 192.168.0.1 bzw. über 192.168.178.1 bei der Fritzbox.
- Attached as PDF (DOCSIS Status.pdf)
Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625 für Vodafone Kabel Deutschland bzw. 0221/46619100 für Vodafone West) durchgeführt?
- Nothing, I was told I would receive a new modem as mine was kaputt...

Betreff: Ping spikes and instability

Rafa3 — Mon, 13 Dec 2021 10:22:41 GMT

On Saturday I tried to factory reset everything again, unplug cables, move modem away from power sources and ping directly from the modem to cloudflare (1.1.1.1) and nothing really changed. I still had response times ranging from ~10 to 300+ms

Once again, today in the early morning (~6:30) I ran a ping test from my machine (wifi connected) and it was okayish and ranging from ~6 to 40ms, I say it was okayish mostly due to the jitter which could have been wifi related in this case...

In any case, if it continues like this and given the fact that the Vodafone network speed measuring tool said I am receiving sometimes 6% of my contract tariff, I guess it arguments enough for me to cancel the contract, right?

Re: Ping spikes and instability

ERFD — Wed, 15 Dec 2021 18:44:09 GMT

Hello Rafa3,

welcome to the community 🙂

Can the problem be reproduced every day. When during the day does the latency return to normal? We would be happy to take a look at your connection and the problem. Please send us the customer number, name incl. address and date of birth of the contract holder via private message.

Write here briefly when the data has been sent. Currently it takes a few days until we are back in the post 😞

Best regards Fred

Re: Ping spikes and instability

Rafa3 — Wed, 15 Dec 2021 19:50:57 GMT

Hello ERFD,

Thank you for answering!

I sent you the PN with the data.

Regarding your question, it actually happens from around morning like 8:00 AM until late night like past 12:00 PM... It really seems like network congestion.

Thanks!

Rafa

Re: Ping spikes and instability

Claudia — Sun, 19 Dec 2021 09:41:21 GMT

Hello Rafa,

the birth date doesn't match the one in your customer account. Please check that again. If you are sure you sent the right date, you need to have it changed via customer service first. Please send proof of the contract holder's date of birth (for example a copy of the ID card) to this address:

Vodafone Deutschland GmbH

Customer Service

40874 Ratingen

Kind regards,

Claudia

Re: Ping spikes and instability

Rafa3 — Sun, 19 Dec 2021 13:02:29 GMT

Hello Claudia,

Thank you for your reply. Is there anyway for me to check myself what is the birth date that was written in the contract? I tried to figure it out from the my vodafone page but I can't seem to find anything related to my birthdate, I also couldn't find anywhere I can download the contract, can you please help me? I am actually quite confused as I had 2 calls with the Vodafone hotline where they asked me the same data (kundennr., birthdate and address) and it was never a problem? In any case, I am happy to fix this if there is actually an error.

Also, as an update, I got a new vodafone station and I installed it yesterday. The problem unfortunately persist, and in fact, it seems to have gotten a bit worse as now instead of having a "stable lag" it just spikes hard and now is also losing packets. See attached image.

Kind Regards,

Rafa

Re: Ping spikes and instability

Rafa3 — Tue, 21 Dec 2021 09:56:33 GMT

Update. Apparently I have some sort of "bufferbloat" going on with my connection. I figured it out because when I test upload speeds on the network speed tests the ping spikes hard while the upload is running, this is always reproducible. Right now I managed to work around it by limiting the upload speed in my router to 2mbps, which is way below my contracted Tariff.

Also, one thing that I noticed is that my modem shows a Upstream Channel down, with a FAILURE status. See attached image.

Re: Ping spikes and instability

Jana478 — Wed, 22 Dec 2021 12:17:38 GMT

Hello Rafa3,

If you send the router a few days later, it doesn't matter, the important thing is not to forget.

Please send a copy of your ID card by post, you can't send it by e-mail.

I see you got a technical appointment from our colleagues on the hotline for today. Please give us feedback if it works after that.

Best regards

Jana

Re: Ping spikes and instability

Rafa3 — Mon, 10 Jan 2022 20:34:08 GMT

Update since the last post.

I've had two technicians coming over and the problem still persist. This is really **piep**ing me off right now cause I am paying every month for this ***ty service and I am not receiving what I am paying for. This really feels like I am being scammed!

More details:

The first technician came in December (23.12.2021 ***) and he managed to fix the upload speed, I was able to finally reach the 50mbps, however, the cyclical ping spikes and packet loss continued to happen. A week and a couple of days later the upload speed dropped again. Same ***show.

I called the hotline again and after reporting my issue I got a call from a technician who said that he could see from his side that there incidence of packet loss was way too high, more than thousands a day. He even said that "it's been a while since he saw such a bad connection", then he scheduled a technician for yesterday (07.01.2022).

The second technician came (07.01.2022 ***and checked the connection from within my apartment plugged in this device and said it was receiving ~900 mbps for download. I then told him the issue was mainly the instability and cyclical ping spikes/packet loss. I asked him to please run a ping from his device and we both saw that ping was hopping within 18~60ms (it goes from 9~>1500ms during the ping spikes). In any case, he said that this does look odd and he would check the vodafone box downstairs and that he was done with the work in my apartment. While he was working downstairs I was running a ping on my machine and I saw that it started to lose packages and have the ping spikes again so I went downstairs and I asked him if he could figure out what the issue was, cause the issue was happening right now. He replied then that the network would stabilize in the next 10 to 60 minutes and I should wait, then he just went away...

It's been hours since this *** should stabilize, its been more than a month that I am losing time with this ***ing issue! My patience is gone. I work from home and I am a developer, I spend most of my time online I need a fast and stable internet connection, that's why I am paying for the fastest plan! Yet receiving this ***ty service.

Can somebody PLEASE help me on this?

Re: Ping spikes and instability

Tobias — Mon, 10 Jan 2022 20:36:39 GMT

Hey,

well, im sorry about that, my colleagues created a ticket today for an appointment on your site, could you give us a sign when they colleague fixed it 🙂

Regards

Tobias

Re: Ping spikes and instability

Rafa3 — Thu, 13 Jan 2022 13:04:01 GMT

Hey Tobias,

Thank you for your reply.

The Technician finally aknowledged that there is an issue with the connectivity and also stated that this is affecting the whole haus, so all my neighbours are having the same problem. He said that he would forward this to Vodafone as the problem was out of his reach. Now I would like to know how can I:

1. Track the progress of the resolution?

2. Expedite the work to be done so that this gets solved as fast as possible?

Please understand my situation and frustration. I am reporting this issue for more than a month, in between I was forced to replace my modem because it was assumed that this was the problem and only after I would get an appointment with a technician. After changing the modem, which of course didn't work, I had 3 technicians coming over. The first one apparently didn't do anything, the second one said that the issue would magically solve itself after some time, and finally the 3rd one acknowledged that there was indeed something wrong in Vodafone's side. I am tired of waiting, it really *piep* to work/stream/game with such a flaky internet connection.

Sorry for the rant, but please, I need this to be fixed.

Thanks,

Rafa

Re: Ping spikes and instability

pRo-Marco — Mon, 17 Jan 2022 06:32:58 GMT

Hi Rafa3,

I'm very sorry about the isue and that it took so long to figure out, what the problem is I hope we can fix this very soon!

Kind regards

Marco

Re: Ping spikes and instability

Rafa3 — Mon, 17 Jan 2022 08:21:59 GMT

Hey Marco,

Thank you for your response.

Could you please help me expedite this issue? Also, could you please provide me a way to track the progress? I need a timeline as the current state is not acceptable.

Kind Regards,

Rafa

Re: Ping spikes and instability

Rafa3 — Tue, 18 Jan 2022 15:19:06 GMT

So Vodafone closed my Auftrag and my issue is still not solved... How does this happen? Why does it get closed if the problem is still there?

Re: Ping spikes and instability

ERFD — Wed, 19 Jan 2022 07:37:40 GMT

Hello Rafa3,

the colleagues have closed the ticket 003-XXXX728/22, because it was detected a too high load on the supplying fibernote. The current ticket 003-XXXX166/22 is assigned to this problem. Unfortunately there is currently no forecast when the connection will be available again without restrictions.

Best regards Fred

Re: Ping spikes and instability

Rafa3 — Fri, 21 Jan 2022 13:16:47 GMT

Hello Fred,

I see, but then I require a discount until the issue is solved. It makes no sense for me to pay the full price if Vodafone is not able to deliver what has been legally agreed. Also, why Vodafone does not proactively notify users of such issues and stop charging for their limited service while the issue is not fixed? This not cool at all...

Please let me know how to proceed.

Also, I know this is not your fault (support/forum team), but I really hope you understand my situation and help me escalate this issue.

Re: Ping spikes and instability

Tobias — Mon, 24 Jan 2022 17:17:42 GMT

Hey @Rafa3,

well we can offer you like 50% of the monthly payments youve actually done, if its okay for you. So its actually a credit for january.

Regards

Tobias

Re: Ping spikes and instability

Rafa3 — Mon, 11 Apr 2022 13:48:23 GMT

Hey Tobias,

I am still having issues and I am tired of this. Can you please help me cancelling all my Vodafone contracts (TV and Internet) until the end of this month? I want no business with Vodafone anymore and I am switching to another provider.

Thanks,

Rafa

Re: Ping spikes and instability

Claudia — Tue, 12 Apr 2022 06:25:55 GMT

Hello Rafa3,

the task ***166/22 was closed at the beginning of March as the net utilisation is lower now. Which bandwidth do you get with an ethernet connection?

Kind regards,

Claudia

Re: Ping spikes and instability

Rafa3 — Tue, 12 Apr 2022 07:26:46 GMT

Hello Claudia,

It does't matter. Yesterday I had multiple outages, no internet at all. I spent, once again again, all the credit on my phone in a day because I had to use its mobile network to get back to work. I am done with Vodafone and I want all my contracts to be cancelled immediately.

It is very clear on the text below that I can request the extraordinary cancellation of my contract given the poor service that I am being delivered:

Minderungsrecht: Wenn der Internetzugang zu langsam ist.

Wenn Sie nicht die vertraglich vereinbarte Leistung Ihres Internetzugangsdienstes erhalten, können Sie das monatliche Entgelt gegenüber Ihrem Anbieter mindern oder den Vertrag außerordentlich kündigen.

Source: https://www.bundesnetzagentur.de/DE/Vportal/TK/NeueKundenrechte/start.html

I ask once again, please cancel all my contracts, both TV and Internet immediately. I have no intention to fix the problem or wait for a solution as I am waiting since end of last year, please do not waste our time trying to offer anything else than the immediate cancellation.

Thank you,

Rafa