Thema "Re: Extremly slow upload and unstable" in Störungen im Kabel-Netz

Extremly slow upload and unstable

Maciej222 — Sun, 28 Nov 2021 18:47:53 GMT

Dear All,

for quite a long time I am expiriencing very slow upload 1-4 mbit, often is extremely slow 0.2-0.5 mbit. My kabel option is 1000/50 mbit. On the most lucky day I got 10mbit, but it was one time in last months.

Very often when I call support that internet is not stable they already say there is an issue in my area and will be solved.
With download I can easily get 600-900 mbit download, so my router and devices are not a problem.

I would appriciate if someone could help me as restarting the routers does not help. I guess that must be something with my area, but not sure how to pass this message to vodafone for real solve the problem, not just for temporary increase from 1 to 8mbit, as I should have 50mbit upload

thanks if someone could help and advice.

Maciej

Re: Extremly slow upload and unstable

Tobias — Wed, 01 Dec 2021 20:31:30 GMT

Hey @Maciej222,

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: Extremly slow upload and unstable

Maciej222 — Tue, 07 Dec 2021 11:50:29 GMT

Dear Tobias,

thank you for picking the problem. I have send you the private message with all the details and link to this place in the subject line.

Waiting for further cooperation with you.

Kind Regards,

Maciej

Re: Extremly slow upload and unstable

Tobias — Mon, 13 Dec 2021 16:29:09 GMT

Hi @Maciej222,

i would like to send you a technician, somethings seems faulty at your line 🙂 Do you agree to a technician's visit and can you provide access to the house? What is the best number to call to make an appointment?

Regarding COVID-19: Are you in quarantine or are there symptoms in your household that indicate COVID-19?

Regards

Tobias

Re: Extremly slow upload and unstable

Maciej222 — Mon, 13 Dec 2021 22:10:19 GMT

Hi @Tobias

I have send you my phone number and Covid status per private message.

Thanks for sending me a technican.

KR,

Maciej

Re: Extremly slow upload and unstable

Maciej222 — Fri, 17 Dec 2021 16:09:04 GMT

Hello @Tobias

I still did not get any call to have an appointment with a technican. Would be possible to check if someone will organize the visit or shall I call somewhere to order this visit ?

KR,

Maciej

Re: Extremly slow upload and unstable

Claudia — Fri, 17 Dec 2021 18:35:37 GMT

Hello Maciej222,

unfortunately it takes several days until we can reply again :(. To make the appointment we still need the information about the access to the house installation. Today the fault ticket ***494/21 was closed, did the connection get better afterwards?

Kind regards,

Claudia

Re: Extremly slow upload and unstable

Maciej222 — Sat, 18 Dec 2021 13:42:20 GMT

Dear @Claudia ,

I can provide access to basement where the main installation room/box with Vodafone KABEL is.

Regarding the closed ticket yesterday, the speed is better than before.

I have performed many tests yesterday and today (at different times). the speed in average is about 30mbits. Maximum I noticed 35mbits. It gives 60-70% of my upload capacity.

So yes it is better but I am not 100% convinced the whole problem was solved. For now it looks like the Vodafone gateway cannot support faster upload than 30-35 mbits.

I would appriciate if you could check the network from your side once more to see if there is something that blocks the signal to reach full speed of 50mbits.

thank you and kind regards,

Maciej

Re: Extremly slow upload and unstable

Maciej222 — Mon, 20 Dec 2021 22:20:11 GMT

Hello Again,

Just an update about the issue.

After fix each day the speed was slower and slower - 10mbits yesterday, today the upload speed is again like before, around 0-1 mbit.

Call support run some diagnostics on my device and decided to replace the device at it seems to be malfunction. I am waiting for the new modem/router and I will check if this will solve the problem.

Thank you and Kind Regards,

Maciej

Re: Extremly slow upload and unstable

Claudia — Wed, 22 Dec 2021 07:08:58 GMT

Hello Maciej222,

thank you for the update. Please send a speedtest you made with the new router if the upload speed persists.

Happy holidays and kind regards,

Claudia

Re: Extremly slow upload and unstable

Maciej222 — Sat, 01 Jan 2022 17:06:29 GMT

Hello @Claudia

Happy New Year 2022!

I have already replaced my router to the new device. I am connected directly to it and sometimes speed is really fast, but more often tests are about 1 or 2 mbits.

It seems that the speed is very often interrupted with something.

Perhaps is there something what you can check.

Kind Regards,

Maciej

Re: Extremly slow upload and unstable

Maciej222 — Sat, 01 Jan 2022 17:09:06 GMT

speed test attached

Re: Extremly slow upload and unstable

Maciej222 — Sat, 01 Jan 2022 23:01:29 GMT

not sure what DOCSIS status is, but there is one error,

Upstream-Kanäle

Kanal ID Kanaltyp Frequenz (MHz) Modulation Send. Signalstärke (dBmV/dBµV) Ranging Status

10 OFDMA 29.8~64.8 qpsk 41.3/101.3 Erfolgreich

5 SC-QAM 51.0 qam32 49.5/109.5 Erfolgreich

6 SC-QAM 44.6 qam64 47.5/107.5 Erfolgreich

7 SC-QAM 37.2 qam64 49.5/109.5 Erfolgreich

8 SC-QAM 30.8 qam64 51.5/111.5 Fehler

Re: Extremly slow upload and unstable

pRo-Marco — Tue, 04 Jan 2022 07:36:09 GMT

Hi Maciej222,

at your connection there are massive errors at the upstreams.

I would like to get a technician to come and look at it on site. If that's okay with you, I need a mobile phone number so we can make an appointment.

Is the house accessible?

The cause seems to be in our area of responsibility. In this case, the service is free of charge for you. Only if the cause is caused by a device connected by you or if the technician does not find anyone at the agreed time and cannot gain access, will we charge 99.50 euros for the service.

Due to current developments, we have to take certain precautionary measures. 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 put more people at risk unnecessarily.

Kind regards

Marco

Re: Extremly slow upload and unstable

Maciej222 — Tue, 04 Jan 2022 10:05:40 GMT

Hi @pRo-Marco

I shared my phone number in the private message to you.

I am able to provide access to the house and to the place where the installation is in the basements.

I am accepting all the conditions.

Kind Regads,

Maciej

Re: Extremly slow upload and unstable

pRo-Marco — Wed, 05 Jan 2022 12:35:39 GMT

Hi Maciej222,

the technician will call you to arrange an appointment. Please keep us informed!

Kind regards

Marco

Re: Extremly slow upload and unstable

Maciej222 — Sat, 15 Jan 2022 20:05:01 GMT

Hello,

today I got visit from Technican, the measurement was around 1-2 mbits upload. They confirmed that at my home and building everything is OK, however the big distruption of signal is somewhere outside on my street.

They mentioned they need another work order from Vodafone to search for this disturption source in my neighborhood.

So for now the problem is still there. Is it possible to trace here the progress on finding the root cause by technicans?

Kind Regards,

Maciej

Re: Extremly slow upload and unstable

pRo-Marco — Tue, 18 Jan 2022 09:30:33 GMT

Hi Maciej222,

there is another appointment for 20.01. 08:00-11:00

I hope they will fix the issue with it.

Kind regards

Marco

Re: Extremly slow upload and unstable

Maciej222 — Tue, 25 Jan 2022 08:44:54 GMT

Hello @pRo-Marco

I am few days after the 2nd appointment. The Technican has made a pictures for documentation of the test speed from the Kabel-Box in basement, where is the main box for my building. The speed was also slow and he said that his company need to order Tiefbau Technican to see what is causing the problems.

He said it can take up to 2 weeks till someone will come and diagnose the cables thru the street.

At least the problem is moving forward 😀 I believe once it is now on such low level of troubleshooting they will find a reason 😀

Thank you,

Maciej

Re: Extremly slow upload and unstable

Claudia — Wed, 26 Jan 2022 19:04:32 GMT

Hello

your last task was closed today, but there is a new central task regarding the return path where I added a new ticket for you. You will get an email when the ticket is closed.

Kind regards,

Claudia