Thema "Packet loss & connection lost everyday" in Störungen im Kabel-Netz

Packet loss & connection lost everyday

clems — Tue, 19 Apr 2022 07:02:16 GMT

Hello Vodafone,

I'm opening a new thread following the connection issue I had last year as I'm again experiencing disconection and packet loss every hour every day: https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/Technicolor-VF-2-0-17-keeps-rebooting-UTOPIA-FW-LANATTACK-DROP/td-p/2693338

Here are the general informations:

In which state do you live? - Berlin 13409
Which contract do you have? - Red Internet & Phone 1000 Cable
Which modem / router do you use? - Vodafone Station CGA4233DE
Do you use a loaner device from us or do you have your own device ? - Loaner
What is the error ? - Loss connection on every device, it seems that the router is rebooting

Here is a pingplotter over 10 minutes:

I really would like this to be fixed as I cannot accept to have such disturbance every hour.

Thank you for your help,

Betreff: Packet loss & connection lost everyday

clems — Tue, 19 Apr 2022 07:04:16 GMT

I even had trouble posting this new thread because of the connection instability

I hope we can quickly find a long term solution

Thank you

Re: Packet loss & connection lost everyday

Tina — Wed, 20 Apr 2022 06:23:30 GMT

Hello clems,

for a closer look send me the following informations in a private message:

full name

date of birth

address

customer number

Write a short reply here afterwards.

Best regards

Tina

Re: Packet loss & connection lost everyday

clems — Thu, 21 Apr 2022 06:23:35 GMT

Hello Tina,

I've just sent you all the informations in private message.

Thank you for your help

Re: Packet loss & connection lost everyday

Claudia — Fri, 22 Apr 2022 12:41:08 GMT

Hello clems,

thank you for your data. I assume the missing upstream channels and the bad signal is the reason for your disconnects. The other modems in your building have trouble with the signal as well, that's why I want to send you a technician. Can you give him access to the house installation? Please make sure that no one in your household is in quarantine when the technician visits. Is the mobile number ***371 your current one?

Kind regards,

Claudia

Re: Packet loss & connection lost everyday

clems — Fri, 22 Apr 2022 12:58:25 GMT

Hello Claudia,

Thank you for the follow-up. I am OK for a technician to come to the building and in my apartment to inspect the installation. When is someone available?

No one in my household is in quarantine and/or have been recently in contact with someone positive to covid-19.

Yes, this is the correct phone number.

Best regards,

Re: Packet loss & connection lost everyday

Jana478 — Sat, 23 Apr 2022 18:24:22 GMT

Hello clems,

I have created the order for the technician. You will then be called for an appointment.

I keep my fingers crossed that everything will work again afterwards.

Greetings Jana

Re: Packet loss & connection lost everyday

clems — Sun, 08 May 2022 08:28:02 GMT

Hello,

If you have access to my internet connection data, you can probably see that the issue is not resolved.

To be honest, the technician did not even show up and just explained to me by phone that the issue comes from my building installation and therefore he cannot do much unfortunately.

But he also told me that for other clients with similar issues, using a Fritzbox is improving the situation. Since you cannot do anything else to improve the situation, is there a way to get a Fritzbox for free to check if it "solves" at least partially the issue?

Thank you for your help.

Re: Packet loss & connection lost everyday

Manu — Mon, 09 May 2022 09:56:20 GMT

Hi clems,

why didn´t you come up earlier? The technician wrote in his report, that you did not want him to come... peculiar.

For explanation, when the signal is very bad at your antenna socket, another box will receive the same bad signal and won´t improve this. So a Fritzbox doesn´t make it better.

We have to let this check at the building from a technician and yes he can check the values and adjust it. So do you agree if I send you a technician again?

Best regards, Manu

Re: Packet loss & connection lost everyday

clems — Mon, 09 May 2022 17:56:54 GMT

Hello Manu,

Of course I agree to have someone that can actually solve this issue.

Thank you again for your help and sorry about the confusion here.

Best regards,

Re: Packet loss & connection lost everyday

Manu — Tue, 10 May 2022 08:53:34 GMT

Hi clems,

you´re welcome. I have ordered the technician again for you. My colleagues will call you to set an appointment. I hope they can solve it soon.

Best regards, Manu

Re: Packet loss & connection lost everyday

clems — Wed, 18 May 2022 06:04:00 GMT

Hello,

Last week a technician came and told me that to solve this issue, it needs a 2nd intervention outside the building. Can I have a follow-up on this 2nd intervention?

Thank you very much for your help.

Best regards,

Re: Packet loss & connection lost everyday

ERFD — Thu, 19 May 2022 07:22:52 GMT

Hello clems,

the technician completed the job and did nothing further. According to the conclusion, this blocked the OFDMA and performed an update on the modem. There is no further order. The error rate on the modem is still high. Someone has to come by here again. Was the technician with you at the house distribution system in the basement?

Regards Fred

Re: Packet loss & connection lost everyday

clems — Fri, 20 May 2022 06:36:31 GMT

Hello,

I'm really confused by the attitude of the 2 technicians that came so far:

- The 1st one called me to say that there is nothing to do at my place because it's a building issue, then told you I refused to let im in?!

- The 2nd one comes and say to me that the issue is not coming from my place because it's more global issue, at least my building but maybe bigger and it needs another intervention, but then told you everything is OK?!

Yes the technicians saw the Vodafone metal box (distribution system I guess but I'm not an expert) in the basement but told me they cannot do anything from there, that it has to be somewhere else in the building and I don't the keys to access it or it's directly on the street.

I am still OK to have someone else to come but I think this is useless since 2 technicians already told me the issue is not coming from my personal installation. Can I get someone who perform the building/street operation?

Thank you very much for your helps,

Best regards,

Re: Packet loss & connection lost everyday

ERFD — Fri, 20 May 2022 13:07:25 GMT

Hello clems,

I can not explain to you what is going on with the technicians 😞 Can you ask the janitor or the administration if there is a second distribution in the object. And if this is locked, we need someone to open it for the technician. The errors at the modem do not occur at the neighbor in the house.

Regards Fred

Re: Packet loss & connection lost everyday

clems — Fri, 20 May 2022 13:21:46 GMT

Hello,

I'm not sure to understand your last message because on this very same thread, on Apr 22th, @Claudia wrote:

"The other modems in your building have trouble with the signal as well"

And now you are telling me that "The errors at the modem do not occur at the neighbor in the house." ?!

I'm very confused...

There is no janitor in my building I will have to ask the landlord.

This is a neverending story...

Best regards,

Re: Packet loss & connection lost everyday

ERFD — Fri, 20 May 2022 14:38:26 GMT

Hello clems,

correct, but that was exclusively about the upstreams and not about errors on the downstreams, as is currently the case. This is what the technicians interpreted as an external problem. But it is not, because it does not occur with the neighbors. If the problem is caused by the CMTS from the outside, everyone in the house has the same problems. We do not have any reports from the neighbors. Sometimes the issues get mixed up. Happens unfortunately.

Regards Fred