Thema "Betreff: Very slow internet connection since moving" in Störungen im Kabel-Netz

Very slow internet connection since moving

AdiR89 — Tue, 15 Mar 2022 16:32:01 GMT

Hello,

Since moving in a new place our internet connection does not even reach 10% of the supposed 1000 Mbit/s stated in the contract (CableMax 1000). The Vodafone Speed Map states that the 1000 Mbit/s is available at my new address.

During the day there are speeds of max. 50 Mbit/s and in the evening it`s even worse, no matter if I connect wireless or wired (multiple LAN Cables and also I have tried different coaxial cables from wall socket to router) there is no improvement.

This is annoying since I work in Homeoffice and I get a lot of interuptions hence I cannot do my work as I should.

As per speedtests from vodafone (https://speedtest.vodafone.de/) the connection to the router (from vodafone servers) reaches around 500 Mbit/s, but to my end device (laptop / phone / tv) no more than 50 Mbit/s

I have tried the "Help Bot", but I could not get very far as I have had already tried all the solutions provided (restart the router, check the cable, restart the end device, etc.). Also different calls with Vodafone Hotline did not bring anything.

The router is Vodafone Station (Arris TG3442de)

I am stuck and I do not know what else to do.

Very slow internet connection since moving

AdiR89 — Tue, 15 Mar 2022 16:56:11 GMT

In welchem Bundesland wohnst Du? Sende bitte auch die Postleitzahl
- 28205
Welchen Vertrag hast Du? (z.B. Internet + Telefon 100)
- CableMax 1000
Welches Modem/ Router nutzt Du? (z.B. Hitron)
- Arris TG3442de
Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?
- Leih-Gerät
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. Stelle beim Pingplotter 2,5 Sekunden beim Intervall ein und nutze betroffene Dienste als Ziel.
- Slow internet speeds
Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN)
- WLAN / LAN - no difference
Welchen Browser verwendest Du normalerweise? (z.B. Firefox)
- Firefox / Chrome / Edge
Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows)
- Windows 10
Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend)
- since 1 March every day and specially in the evenings
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.

Betreff: Very slow internet connection since moving

Kieferer — Tue, 15 Mar 2022 20:03:21 GMT

Da solltest du die Hotline anrufen. Die Pegel sind ganz und gar nicht ok so das einige Kanäle nicht eingebucht werden.

Betreff: Very slow internet connection since moving

AdiR89 — Wed, 16 Mar 2022 09:08:03 GMT

Hi, thank you for your answer

Unfortunately I cannot reach them, there is just music and then it disconnects

New speedtests from today

Betreff: Very slow internet connection since moving

Kieferer — Wed, 16 Mar 2022 09:35:06 GMT

Speedtests sind sinnlos da dein Pegel ganz weit weg ist. Du brauchst einen Techniker der nachpegelt.

Betreff: Very slow internet connection since moving

AdiR89 — Wed, 16 Mar 2022 17:37:37 GMT

So I finally got in touch with the Hotline and they sent a Tech guy who changed the wall socket and also did some measurements after which he seemed to be pretty happy with the result.

The DOCSIS Parameters now seems to be OK (better as before anyway)

But the maximal speed is still not even close to be reached even if the download is improved a lot as before:

red underlined results are reached with LAN

yellow highlighted results are reached via WLAN 5 GHz

the 3 results from bottom are the results obtained prior to the tech guy improvements

This might be a problem of the router or can it be something else ?

Betreff: Very slow internet connection since moving

AdiR89 — Fri, 18 Mar 2022 14:15:15 GMT

So, the problem seems to not be totally fixed, a few days after the technician visit the internet speed has increased but it is still not as stable as it should.

During the day I`m getting interruptions and getting kicked out of Teams meetings and calls which is really not acceptable.

As in the below screenshot, my speeds are not even close to the ones stated in my contract and this is getting very annoying.

Sometimes I cannot even watch a movie on streaming services because of the continous buffering

Betreff: Very slow internet connection since moving

AdiR89 — Fri, 18 Mar 2022 15:02:35 GMT

More speedtests from different providers to highlight the issue:

Betreff: Very slow internet connection since moving

Kieferer — Fri, 18 Mar 2022 21:11:37 GMT

Deine Upstream Pegel sind nicht ok. Der OFDM SNR sieht auch nicht gut aus und einige SNR auch grenzwertig. Siehe hier die Vorgaben:

1024QAM (DOCSIS 3.1)

Liegt die Modulation des Downstreamkanals bei 1024QAM, so ist der Wert „MSE“ mit 6 dB höher als 256QAM und damit wie folgt zu bewerten:
• 0,0 bis -36,0 dB: sofortige Beseitigung
• -36,1 bis -38,0 dB: Beseitigung binnen Monatsfrist
• -38,1 bis -39,0 dB: tolerierte Abweichung
• < -39,0 dB: regel- / vorgabenkonform

Betreff: Very slow internet connection since moving

Martin59 — Sat, 19 Mar 2022 09:39:07 GMT

Hello AdiR89,

this really doesn't look so good.

Please send me the name of the contract holder, date of birth, full address and customer number via PN .

Furthermore I need then please a current mobile number, the info if you can access the house amplifier and if there are signs of Covid-19.

Leave a feedback here afterwards and I'll look at it in detail.

Best regards, Martin

Betreff: Very slow internet connection since moving

AdiR89 — Sat, 19 Mar 2022 21:53:35 GMT

Hi @Martin59

The message with the requested details is sent.

Thank you

Betreff: Very slow internet connection since moving

Tobias — Mon, 21 Mar 2022 15:39:26 GMT

Hi @AdiR89,

ive created the appointment, my colleagues should contact you soon.

Regards

Tobias

Betreff: Very slow internet connection since moving

AdiR89 — Tue, 29 Mar 2022 11:48:24 GMT

Hello @Tobias ,

Thank you for the assistance.

Since last time I posted two technicians were here and fixed the cable connection in the cable box downstairs and also checked again the wall socket in the house.

Now the docsis values seems to be a lot better than before.

The router has also received a software update after the second technician was here.

Now the connection is a lot better than before but the speed is still not there as it should and also on wifi it fluctuates a lot.

Via LAN I gen about 300-350 Mbit/s download as it can be seen on the screenshot below and via WLAN I get about 250 Mbit/s. The improvement can be seen in the graph from the screenshot

Which are the next steps here? Whan can I do next?

Maybe the problem lies with the router?

Thank you

Betreff: Very slow internet connection since moving

Kieferer — Tue, 29 Mar 2022 12:15:40 GMT

Deine Pegel sind nun OK. Der Router wird schon OK sein.

Bei einem guten Pegel ist ungewöhnlich das dein Speed im Download soweit weg ist.

Oft ist die Ursache in einem verkorksten setup des PC's zu suchen.

Hast du einen Switch, nachgelagerten Router im LAN?

Betreff: Very slow internet connection since moving

AdiR89 — Tue, 29 Mar 2022 13:22:35 GMT

Hello again,

I do not have any switch or another router after the Vodafone Station. The Station is connected directly to the wall socket via Coaxial cable and the PC is connected directly with the LAN cable that came with the router.

The problem seems to be the driver of the Network adapter of the laptop. I have also tested on another device and there the speed reaches 1000 Mbit/s

The issue is fixed, thank you all for the help.

Betreff: Very slow internet connection since moving

Wallace — Wed, 30 Mar 2022 15:04:22 GMT

Hi,

You can run the TCP Optimizer tool on your PC and see how much bandwidth arrives afterwards.

Is it okay if I close here then?

Regards

Wallace

Betreff: Very slow internet connection since moving

AdiR89 — Tue, 05 Apr 2022 09:24:42 GMT

Hi @Wallace ,

Yes the TCP Optimizer tool has worked and now I can also reach the max speed on my laptop.

The problem is therefore solved and this topic can be closed.

Thank you for the help and fast reaction

Betreff: Very slow internet connection since moving

Wallace — Wed, 06 Apr 2022 09:26:00 GMT

Hi AdiR89,

I am glad that the TCP optimizer helped. I'll close here then.

Regards

Wallace

PS: I'll send you another PN in a minute. It would be great if you could take a few minutes to complete the survey.