Thema "Re: Lagging internet service" in Störungen im Kabel-Netz

Lagging internet service

Erich710 — Sat, 11 Dec 2021 16:25:04 GMT

I've recently moved to Germany and have Vodafone 1GB internet cable. We have, from the beginning experienced pack loss and sporadic pings to the Vodafone network, but of late it's become worse. The issue does not occur ruring the morning afternoon hours and gets worse on the weekends. I don't speak German, and cannot reach the help desk via a phone call. Is there an English speaking number? Attached is a ping plotter screen grab.

Re: Lagging internet service

Ida — Fri, 17 Dec 2021 09:29:50 GMT

Hi Erich710

Can you please give us the following information:

-Which contract do you have? (e.g. Internet + telephone 100)

-Which modem/router do you use? (e.g. Hitron)

-Do you use a rental device from us or do you have your own device?

-Which error occurs? (Speed too low; Packetloss) Also send screenshots of speed tests (with date and time) and tracerts/pingplotter measurements in case of Packetloss or ping problems

-How is your device connected to the modem? (LAN; WLAN; additional router; PowerLAN)

-Which browser do you normally use? (e.g. Firefox)

-Which operating system do you have on your computer? (e.g. Windows)

-Beginning and period of the disturbance (e.g.: since the beginning of April; only in the evening)

-Upload a screenshot of the signal values. You can find these in the user interface of your cable router via 192.168.0.1 or 192.168.178.1 for the Fritzbox.

-What measures were taken by the fault hotline (available at 0800-5266625)?

-In which federal state do you live?

Best regards
Ida

Re: Lagging internet service

Erich710 — Mon, 20 Dec 2021 09:35:57 GMT

I have the Red Internet with Phone 1000 Cable and live in Oberursel

I had a Vodafone provided modem but sent it back and I'm using my own equipment. Fritzbox 6591.

There are two issues, speed and excessive ping rates, which occur mostly during the evening hours.

There are numerous wired and wifi devices connected to the modem, apple, android and windows. All are affected by the issue.

Re: Lagging internet service

Erich710 — Mon, 20 Dec 2021 09:39:17 GMT

Also, I'm not sure what the help line did when I called them. They acknowledged a trouble and said someone would look into it.

Re: Lagging internet service

Erich710 — Mon, 20 Dec 2021 10:26:11 GMT

Adding cable signal info

Re: Lagging internet service

Erich710 — Mon, 20 Dec 2021 10:26:38 GMT

adding cable signal info

Re: Lagging internet service

Erich710 — Mon, 20 Dec 2021 10:27:00 GMT

adding cable signal info

Re: Lagging internet service

MariaK — Thu, 23 Dec 2021 09:39:46 GMT

Hello Erich710,

I would like to have a look at your line and start an error analysis.

Can you please send me a PN with the following information:

Name of the contract holder

Date of birth

Street + house number

postal code + city

State

Customer number

current cell phone number

Please let us know here briefly, if you have written us a PN.

Many greetings,

Maria

Re: Lagging internet service

Erich710 — Mon, 24 Jan 2022 14:49:15 GMT

I sent you a PM with the requested info.

We had another tech come on Saturday 22jan. He replaced some splitters and amplifiers, but the issue soon returned. I think I know what the issue may be. Slow upload missing Docis 3.1 upload channels. I have to reset the modem serveral times a day now just to keep it working.

Re: Lagging internet service

Erich710 — Fri, 28 Jan 2022 16:38:07 GMT

another weekend with terrible internet. Please help me cancel/terminate my service as it's not working and appears to be unrepairable.

Re: Lagging internet service

Chr1ssy — Wed, 02 Feb 2022 09:07:55 GMT

Dear Erich710,

as it was already told you via SMS, sadly you're affected by a capacity utilization.

Nodesplits are planned in the long term to avoid utilization. Unfortunately, the planning for this does not work as quickly as we would like, as approvals, deadlines and planning take time. We do our best to give all affected customers transparency about the processes.

Sadly there is no date for a nodesplit in your area yet.

We can understand that you want to cancel your contract. Please send an e-mail with your canceling to kundenservice@unitymedia.de.

Kind regards

Chr1ssy

Ps: Please do not open another thread with the same problem. Therefore i canceled the other one.