Thema "Re: Last SOS call for internet problem." in Störungen im Kabel-Netz

Last SOS call for internet problem.

JulienArci — Mon, 15 Nov 2021 09:47:42 GMT

Hello,

I have internet problem for months now (maybe 6, since the "upgrade" from 200 Mbs to 250 Mbs).

I don't speak german, unfortunately, the call center is only in german because the employees are not "allowed" to speak in english...

What's my problem ?
At random time, my internet connection is not useable. It looks like I can do a search on google, but most of the websites are not reachable. (3 - 4 times a day for 30min-2hours each)

- I already called the customer service and tried to get help. the "second level talk" was supposed to call me back, nothing.
- I already did everything you or your bot asked me to do (restart, factory reset, cable tests........).
- I called the customer service with help from my girlfriend who speaks german, we did every (sorry for that) useless restart, reset, tests again, nothing.
- I already changed my routeur once and the problem disapeared for one week before coming back (Yeay ! ....).
- My IPv6 address is displayed well in the admin panel of the routeur but, when I test it on internet, the address is not available.

Informations :
-Postcode : 12205

-Red internet & Phone Young 200 Cable
-Your modem (TG3442DE)

-Your modem

-Connection not secure, not useable (connected, no internet access : from android) I can only use google search -but no websites are reachable.
-LAN or WIFI, or external TPLink
-Google, Brave, Firefox and Opera GX
-Windows 10 or android 7.0
-About 6 months ago
-
- I can't call them, I have a french number and it costs me a lot to have advices that didn't work previously.

I am actually working at home because I don't have an other way to do.

Can someone please help me with that ? I am at the end of my rope...

Thank you in advance,
Have a nice day.

Re: Last SOS call for internet problem.

ERFD — Fri, 19 Nov 2021 11:12:04 GMT

Hello JulienArci,

welcome to the community 🙂

We will be happy to take a look at your connection and the problem with the intermittent interruptions. Please send us the customer number, name including 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: Last SOS call for internet problem.

JulienArci — Sun, 21 Nov 2021 15:35:27 GMT

Dear Fred,

Thank you for your answer,
I did send a private message 🙂

Have a nice day,

Best regards,

Re: Last SOS call for internet problem.

ERFD — Tue, 23 Nov 2021 08:41:12 GMT

Hello JulienArci,

is the described problem around the clock or only at certain times of the day? Please run a latency test via PathPing, WinMTR or PingPlotter to www.google.de here. Are both IP addresses displayed when calling the page here?

Best regards Fred

Re: Last SOS call for internet problem.

JulienArci — Tue, 23 Nov 2021 19:12:53 GMT

Dear Fred,

The problem appears sometimes and it looks like my connexion is not secure when the problem is here. (I have this information when I'm trying to connect to the following websites : speedtest.net, twitch.tv (just 2 examples)

But I still can have access to google.com and the result page.

You can find attached a result from PingPlotter.
When the problem will be there again, I'll run again PingPlotter to see if I have other results. (I'll try to ping speedtest.net too, a non reachable website when the problem is here).

Thank you for your help,
Don't hesitate to reach me if you have any questions.

Have a beautiful day,

Best,

Re: Last SOS call for internet problem.

JulienArci — Tue, 23 Nov 2021 22:00:00 GMT

Hi again,

Sorry I forgot to mention that the ipv6 is not available while testing the internet speed.

Thank you in advance for your help !

Best,

Re: Last SOS call for internet problem.

JulienArci — Fri, 26 Nov 2021 08:29:04 GMT

Hello again,

Today I had the problem twice,
Once this morning and once this afternoon for 2 hours.
Here are all the tests I did :

PingPlotter during the problem with a non reachable website :

Then, the problem disappeared and I thought about testing my connexion speed :

When I installed the new router we received in exchange of the first one, we had 300Mbps in download, 30 Mbps in upload and 18ms (ping).

I hope it will help !

While waiting your feedback, I wish you a lovely day.

Thank you,
Best regards,

Edit: Removed attachment with private IP address. Team Community

Re: Last SOS call for internet problem.

ERFD — Fri, 26 Nov 2021 08:58:24 GMT

Hi JulienArci,

"Sorry I forgot to mention that the ipv6 is not available while testing the internet speed."

if the problem does not occur, are both IP addresses available or is the IPv6 address missing in general? Is IPv6 active on your device?

I see a low error rate in the upstream on the modem. Other modems of the same type in your area do not disconnect irregularly. Can you please disconnect the modem from the power supply and check if the connection works correctly again? Otherwise a technician will have to take a look at it.

Have a nice Weekend 🙂

Best regards Fred

Re: Last SOS call for internet problem.

JulienArci — Fri, 26 Nov 2021 14:57:19 GMT

Dear Fred,

Thank you for your answer !

The IPv6 is missing in general.
I'm actually using my neighbour connexion and he doesn't have the IPv6 either and everything is working fine (Vodafone too).

I did remove the power supply for an hour and after a reboot, the problem still appears.

What should I do to contact a technician ? Will you do that for me ?

Thank you very much in advance for your help !

Have a lovely day.

Best regards,
Julien Arcicasa.

Re: Last SOS call for internet problem.

Claudia — Tue, 30 Nov 2021 15:35:49 GMT

Hello JulienArci,

thank you for testing. To send a technician we need the following three details from you: Can you grant him access to the house installation? Are there symptoms in your household that might be linked to Covid-19? Please also send a phone number the technician can call to make an appointment. Use the private message for that and reply again in this thread.

Kind regards,

Claudia

Re: Last SOS call for internet problem.

JulienArci — Tue, 30 Nov 2021 21:49:27 GMT

Dear Claudia,

Thank you for your answer,

I sent to you a private message with all the needed informations.

I wish you a lovely day,

Best regards,
Julien Arcicasa

Re: Last SOS call for internet problem.

Tobias — Fri, 03 Dec 2021 17:18:59 GMT

Hi @JulienArci,

can you send me the mobilenumber again? Whats the countrycode on the number youve send us? 🙂

Regards

Tobias

Re: Last SOS call for internet problem.

JulienArci — Fri, 03 Dec 2021 17:31:23 GMT

Dear Tobias,

Thank you for your help,
I sent you a private message, I have a french phone number

Thank you for your help,

Best,

Re: Last SOS call for internet problem.

Tobias — Wed, 08 Dec 2021 06:36:24 GMT

Hi @JulienArci,

thanks, they colleagues will contact you 😉

Regards

Tobias

Re: Last SOS call for internet problem.

JulienArci — Tue, 14 Dec 2021 18:48:11 GMT

Dear @ERFD, @Claudia, @Tobias

I called the technicians because I received a paper in my mailbox saying that they couldn't get me on the phone.
I never received any call.

I called them back as soon as I received the paper.
They told me that the ticket was fully closed by Vodafone and that I need to contact you again in order to open a ticket again.

I don't have more time to lose, I can't use properly the service I pay for, and for a long time now.
I can't do my job and I'm struggling too much for this ticket.

Could you please open a ticket and keep me in touch ?
I'll call them as soon as you confirm that a ticket is open.
I won't wait a call from them to avoid the same situation.

Thank you for your understanding.

Best,

Re: Last SOS call for internet problem.

Claudia — Sat, 18 Dec 2021 10:29:15 GMT

Hello JulienArci,

the ticket was closed by the technicians company, not by us. I made a new task and left a note that you didn't get a call last time.

Kind regards,

Claudia

Re: Last SOS call for internet problem.

JulienArci — Sat, 18 Dec 2021 23:52:58 GMT

Dear Claudia,

Thank you for your answer, I will contact them on Monday in order to make an appointment.
I hope they won't close the ticket until then.

Have a good day,

Best regards

Re: Last SOS call for internet problem.

Claudia — Wed, 22 Dec 2021 09:29:52 GMT

Hello JulienArci,

I see the appointment was successful now. I keep my fingers crossed the technician will solve the problem on Monday.

Happy holidays and kind regards,

Claudia

Re: Last SOS call for internet problem.

JulienArci — Thu, 20 Jan 2022 11:05:57 GMT

Hello,

I hope you are fine.

Since the intervention of the technician,
We had a perfect first week with internet.

Unfortunately, since a few days,
It looks like we have micro-disconnections that appear randomly.
As an example, when we are in a call using teams, attending a meeting online or watching a stream, the sound and video are interrupting randomly.

I can see that my phone is swiching between Wifi and 4G while connecting again to wifi.
Important to know : The problem appears with an ethernet cable too.

Did you notice something strange on your side, please ?

Thank you in advance for your help,
While waiting your feedback, I wish you a great day

Best regards,

Re: Last SOS call for internet problem.

pRo-Marco — Mon, 24 Jan 2022 08:16:41 GMT

Hi JulienArci,

I checked the connection, but I did not find any issues. Can you tell me some times, whenn de disconnects happen? We can give it a try and replace the modem, if you like.

Kind regards

Marco