Thema "Re: Terrible Internet Connection - Can't work from home" in Störungen im Kabel-Netz

Terrible Internet Connection - Can't work from home

timbuktu1 — Fri, 23 Jul 2021 09:28:17 GMT

Good Morning,
I have had a history of issues with this internet connection, and have spent numerous hours on the phone to the Vodafone Customer Service team (through proxies as I'm not allowed to speak English on the hotline).

Ever since Covid broke I have been forced to work from home along with my partner, and it's getting to the point where both of our jobs are in danger as a result of the atrocious connection. Every single morning it cuts out during the morning stand up, and it's a regular occurence for the internet to be down for several hours at a time. You simply cannot work with this.

So, time is up, Vodafone has had almost 2 years to fix their issues but have not (or can not) and I would like a contract cancellation as soon as possible please.

Below you can find my internet connection data for the last week plotted out on a graph. The script used to collect the data was run on an interval of every 10 minutes. You can clearly see long periods of down time, with huge amounts of ping and jitter, along with upload speeds at a bare minimum. Your key for the graph is in the bottom-left. If you have any questions, feel free to ask. But please let me know the next steps for the cancellation.

Thanks.

Re: Terrible Internet Connection - Can't work from home

Jana478 — Fri, 23 Jul 2021 15:39:31 GMT

Hello,

I am very sorry that your connection is down.

We will be happy to help you.

Can you please answer the questions in the post All about fault reports?

In which federal state do you live?

Best regards

Jana

Re: Terrible Internet Connection - Can't work from home

timbuktu1 — Sat, 24 Jul 2021 11:33:22 GMT

Hi, thanks for the response.

In which state do you live? Please also send the postcode

Berlin, 10963

What contract do you have? (e.B. Internet + phone 100)

The most expensive one... 1gbit.

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

Vodafone Station inkl. WLAN

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

Rental device.

What error occurs? (Speed too low; Packetloss) Also send screenshots of speed tests (with date and time) and tracerts/pingplotter measurements for packetloss or ping problems

The issue is quite clear.

How is your device connected tothe modem? (LAN; Wi-Fi; additional router; PowerLAN)

I have multiple connections, some using Wi-Fi some using lan cable. The tests were done using a lan cable.

Which browser do you usually use? (e.B. Firefox)

Mostly Chrome + Edge, but I occasionaly use Firefox... not sure why this question is relevant?

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

Windows + Mac

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

Since the contract started 2 years ago.

Upload a screenshot of the signal values. These can be found in the user interface of your cable router via 192.168.0.1 or via 192.168.178.1 at the Fritzbox.

I can not find a "Signalwerten" option anywhere in the user interface.

Which measures were carried out by the fault hotline (reachable under 0800-5266625)?

I have had my router changed 2 or 3 times, they have sent me new cables, I have had a technician come around, I have had a month retracted, I have had many false promises broken.

Do you need any more details?

Regards.

Re: Terrible Internet Connection - Can't work from home

Torsten — Sat, 24 Jul 2021 11:38:12 GMT

You can find the signal levels in the Vodafone station at the same point as in the photo in the appendix.
Please take a screenshot of all channels and post it here.

Re: Terrible Internet Connection - Can't work from home

timbuktu1 — Sat, 24 Jul 2021 12:04:08 GMT

Ok, thanks for the photo guide.

Re: Terrible Internet Connection - Can't work from home

Torsten — Sat, 24 Jul 2021 12:10:57 GMT

The modulation of the upload channels indicates a return channel interferer. The technology will have to look for it, but it can unfortunately take a very long time to find it because it can be any connection in the entire segment (which can possibly have 1000 customers and more). And when it is found, the technician on site must also have access to the house system, which delays the rectification again.

Re: Terrible Internet Connection - Can't work from home

timbuktu1 — Sat, 24 Jul 2021 12:45:11 GMT

Ok so you are confirming that we have not, and will not be able to receive the service we are paying for in the forseeable future?

Considering this issue, and others like it that have been ongoing for the entirety of the contract, it is clear that Vodafone simply cannot fulfill the contract. Is it possible to let me know what the next steps are for the cancellation?

Regards.

Re: Terrible Internet Connection - Can't work from home

Torsten — Sat, 24 Jul 2021 12:50:53 GMT

Since a return channel interferer is not caused by Vodafone, a special termination could be difficult. Please wait to see what the mods can find, this may already be known and the interferer is being searched for.

Re: Terrible Internet Connection - Can't work from home

Jana478 — Sat, 24 Jul 2021 13:25:15 GMT

Hello timbuktu1,

I'll have to check your connection more closely. Please send me your details (name, customer number, address and date of birth) in a private message.

Only then can we see if it is a return path interference or if something is generally wrong with the signal values on the connection.

Please report back briefly in the post when you have sent the message.

Many greetings

Jana

Re: Terrible Internet Connection - Can't work from home

timbuktu1 — Thu, 28 Oct 2021 13:18:14 GMT

Hi there,
My internet troubles have contintued to persist over the last few months and I have continued to collect the data. I have been in touch with the Contract hotline multiple times over the past few weeks.. but they either redirect me to nothing or they promise to call back the following day and never call back.

I only have a month and a half left of my contract which is really the saving grace to this all, however I would really appreciate some English support to cancel what is left.

On another note, I do not appear to have a copy of my contract in my account or emails? How do I receive a copy of this?

Thanks.

Re: Terrible Internet Connection - Can't work from home

timbuktu1 — Sat, 30 Oct 2021 10:34:24 GMT

Does anyone have an update for me?

Re: Terrible Internet Connection - Can't work from home

Thomas — Tue, 02 Nov 2021 12:26:11 GMT

Hi timbuktu1,

we had asked you for July to send the customer data. You have not responded to this. Therefore, no check of the connection has taken place. Should we do this now? Please send me the following data in a private message.

- customer number

- Your name

- date of birth

- complete address

After that, please report back here in the post.

Regards

Thomas

Re: Terrible Internet Connection - Can't work from home

timbuktu1 — Tue, 02 Nov 2021 16:09:41 GMT

Hi Thomas, that would be appreciated.

I have sent you the details

Re: Terrible Internet Connection - Can't work from home

Nancy — Mon, 08 Nov 2021 08:06:27 GMT

Hello timbuktu1,

there is currently still one ticket open for you. Our technicians are still in the process of removing a fault. You will receive a message as soon as this has worked.

Best regards

Nancy