Thema "Re: Low upload and network disruption for more than 12 months" in Störungen im Kabel-Netz

Low upload and network disruption for more than 12 months

LydiaANDFred — Wed, 26 Jan 2022 14:20:20 GMT

Hi,

This is my last effort to resolve my problem since my contract has finally ended. I have a 1000mb cable plan in Berlin and usually delivers 70% of the promissed download speed and 10% of the upload speed promissed wath makes my worklife almost impossible.

I tryed talking to the community members to solve this but no results until now. Is was even offered for the period from January 2021 to December 2021 a 50% credit of the monthly fee to my customer account but that never happened.

It is so frustrating paying almost 80 euros per month for the best plan Vodafone has for cable and have such a poor quality service and costumer support.

Can someone help me?

Fred

Betreff: Low upload and network disruption for more than 12 months

LydiaANDFred — Wed, 26 Jan 2022 14:32:05 GMT

In which state do you live? Berlin
What contract do you have? Red Internet & Phone 1000 Cable
Which modem/ router are you using? FritzBox 7590 FJ
Do you use a rental device from us or do you have your own device ? Own device
Which error occurs? Low upload and Packet loss every day since Jan 2021 and now and then high latency peaks on all devices.
How is your device connected to the modem ? LAN
Which browser do you usually use? Chrome. Regardless, test results are similar in every browser.
Which operating system do you have on your computer? Windows, problem exists with every device.
Start and period of the disruption? Every day since Jan 2021.
Also upload a screenshot of the signal values . (see below)
What measures were taken by the fault hotline (available on 0800-5266625 for Vodafone Kabel Deutschland or 0221/46619100 for Vodafone West)? As I do not speak German I cannot do a proper report. Everytime I tried they say they cannot help me in English.

Re: Low upload and network disruption for more than 12 months

Wallace — Fri, 28 Jan 2022 12:17:45 GMT

Hi Fred,

I'd like to take a look at the connection. Send me your customer data (name, address, customer number, birthday, current phone number) in a private message and then let me know here that you have sent the data.

Regards

Wallace

Re: Low upload and network disruption for more than 12 months

LydiaANDFred — Fri, 28 Jan 2022 15:59:36 GMT

Done.

Re: Low upload and network disruption for more than 12 months

LydiaANDFred — Sat, 29 Jan 2022 10:13:12 GMT

I just sent again the correct information.

There was a mistake on the address name on the previous one.

Re: Low upload and network disruption for more than 12 months

LydiaANDFred — Mon, 31 Jan 2022 13:49:20 GMT

Hey Wallace,

Any news on a return after my last message?

I have sent you the requested info via PM.

Cheers,

Fred

Re: Low upload and network disruption for more than 12 months

ERFD — Tue, 01 Feb 2022 12:01:06 GMT

Hallo LydiaANDFred,

"Hi Fred,

Regards Wallace"

Can you please send us the date of birth of the contract holder.

Best regards Fred

Re: Low upload and network disruption for more than 12 months

LydiaANDFred — Thu, 03 Feb 2022 13:18:19 GMT

All information was sent via PM as requested.
Looking forward for your reply.

Fred

Re: Low upload and network disruption for more than 12 months

Moni_GK — Mon, 07 Feb 2022 06:13:05 GMT

Hello LydiaANDFred,

the error here is a too high load on the upstreams. A ticket for this is also already open. My colleagues are working on relieving the load on the line.

Unfortunately, this is a process that takes quite a long time.

The work should be completed in Q2 2022.

Greetings Moni

Re: Low upload and network disruption for more than 12 months

LydiaANDFred — Mon, 07 Feb 2022 10:03:26 GMT

Hi Moni,

This same response was given to me 12 months ago.

So that means that more than 1 year ago I have not been recieving what I am buying from Vodafone.

Where can I follow progress of this fixing process?

This is so frustrating. Again, the best product from Vodafone but very poor service.

If I want to cancel my contract, what is the process for that? I AM PAYING 80 EUROS PER MONTH.

This is at least OUTRAGING!

Please MAKE SOMETHING TO FIX THIS.

Looking forward for a more acceptable response.

Fred

Re: Low upload and network disruption for more than 12 months

Moni_GK — Wed, 09 Feb 2022 06:50:40 GMT

Hello LydiaANDFred,

sorry that it takes so long in the meantime. Unfortunately I can not speed it up.

We had also offered you a credit note via PN.

Greetings Moni