Thema "Re: Internet quality is too far to be good" in Störungen im Kabel-Netz

Internet quality is too far to be good

Nikita1992 — Sun, 15 May 2022 17:06:12 GMT

Hello,

sorry for writing in English but my German is still the same as the quality of internet connection we have.

So the account:

Kundennummer - ***

Phone number - ***

The connection was good all the time but recently it changed...

The problems are - sometimes I can't open a random web page, sometimes I can't open a short video on Youtube(the status is loading but endless)...sometimes it's working fine for 5-6 minutes, and then the problem comes again

I tried to reboot the modem many times, I tried to reset it to default....it didn't change the situation

We have the problem on all devices connected - two laptops, two smartphones, TV, etc

Could you please check the connection from your end

Many thanks in adavance

Edit: Kundennummer und Telefonnummer editiert. Lars

@Nikita1992 Moved to the correct board. Best regards Kurtler

Betreff: Internet quality is too far to be good

Nikita1992 — Sun, 15 May 2022 16:53:13 GMT

--- 192.168.0.1 ping statistics ---
32 packets transmitted, 32 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 8.435/12.051/15.619/2.884 ms

--- 8.8.8.8 ping statistics ---
72 packets transmitted, 64 packets received, 11.1% packet loss
round-trip min/avg/max/stddev = 19.935/80.740/616.744/150.244 ms

Re: Internet quality is too far to be good

Moni_GK — Mon, 16 May 2022 08:33:33 GMT

Hello Nikita1992,

sorry that the connection is disturbed.

I'll be happy to take a look at it.

Please send me a PN with your customer data (name, address, customer number and date of birth).

Please contact me again when you have sent me the data.

Best regards

Moni

Re: Internet quality is too far to be good

pRo-Marco — Thu, 19 May 2022 05:34:15 GMT

Hi Nikita1992,

I can't reach your modem.

I would like to have a technician come out and take a look at it on site. If that's okay with you, I still need a cell phone number so we can set up an appointment.

Is the house installation accessible?

Please note the information about the service charge. If the cause is in our area of responsibility, the service is free of charge for you.

Due to the current developments we have to take certain precautions. Therefore, we need to know if there are any symptoms in your household that could be related to Covid-19. Of course we don't want to offend you, but on the other hand we don't want to endanger more people unnecessarily.

Kind regards

Marco

Re: Internet quality is too far to be good

Nikita1992 — Mon, 23 May 2022 13:42:46 GMT

Hello,

I was on vacation and the modem was turned off, could you try to debug again, now it's online

Re: Internet quality is too far to be good

pRo-Marco — Tue, 24 May 2022 06:54:33 GMT

Ah, okay Now it is online, but the signal is very bad. So we still need the technician at your place. Please answer the questions above.

Re: Internet quality is too far to be good

Nikita1992 — Wed, 25 May 2022 12:53:38 GMT

Hello,

The house installation is accessible

The phone number is xxxxxx

There are not any symptoms in our household that could be related to Covid-19.

Best regards

Re: Internet quality is too far to be good

Moni_GK — Wed, 25 May 2022 13:01:08 GMT

Hello,

I have commissioned the technician directly to you. The colleague will contact you to arrange an appointment.

Greetings Moni

Re: Internet quality is too far to be good

Nikita1992 — Sat, 28 May 2022 08:40:02 GMT

Hey

Unfortunately, the technician didn't come to us, it tried to call us once(not sure what is the reason to call to the phone instead of ringing the doorbell) and now the ticket is stated as completed...I reopened the ticket and someone from the VF tried to call me but because I don't speak the german language the guy just canceled the call...now I don't know what to expect - is it possible to reopen the issue and just ask the technician to go to us directly and don't call

Re: Internet quality is too far to be good

Manu — Sun, 29 May 2022 08:14:58 GMT

Hi Nikita1992,

the technician was at your house but could not find your name at the door bell. So he didn´t know where to ring and tried to call you.

I can open a new ticket for you, but please tell me: is your name at the door bell? Or where does he have to ring?

Please send me a Privatnachricht .

Best Regards, Manu

Re: Internet quality is too far to be good

Manu — Sun, 29 May 2022 11:08:24 GMT

Hi Nikita1992,

I have received your private message and opened a new ticket for you. I have noticed the correct name on the door bell for our technician. So it could be fixed next week. They will call you to make an appointment.

Best, Manu

Re: Internet quality is too far to be good

Nikita1992 — Mon, 30 May 2022 05:23:36 GMT

Hey,

please don't call me(usually they decline the call when realize I don't speak German), just come to the apartment and fix the problem(I'm at home 99% of the time)

Thanks

Re: Internet quality is too far to be good

Manu — Mon, 30 May 2022 08:58:08 GMT

Sorry, but they will call you to make an appointment. And they know that you speak english.

The technician won´t come without making a date.

Best, Manu