Thema "Re: Internet often disconnects [ENGLISH]" in Störungen im Kabel-Netz

Internet often disconnects [ENGLISH]

paulgiii — Fri, 27 May 2022 15:42:22 GMT

Hi Folks,
Apologies for the english message since I just transferred to DE.
I want to get straight to the point.

I got my contract 1000mb and everything worked fine for the first 1.5 months.
Since last week, i get disconnected whenever i am on a meeting or either playing mobile games.
I am fine with upload speed going 700 or ping like 20ms when playing.
I am more concerned with the disconnection issues which always happen to me.
I would hope someone can help in resolving this issue.

Thanks!

Re: Internet often disconnects [ENGLISH]

ERFD — Sat, 28 May 2022 07:03:44 GMT

Hello paulgiii,

welcome to the community 🙂

Sorry to hear that the connection keeps breaking down. We are happy to look at how the problem arises. Can you please answer these points once so we can get a better overview?

Regards Fred

Re: Internet often disconnects [ENGLISH]

paulgiii — Sat, 28 May 2022 16:20:36 GMT

In which state do you live? Please also send the zip code
- Walldorf Germany 69190
What contract do you have? (e.g. internet + phone 100)
- CableMax 1000
Which modem/ router are you using? (e.g. Hitron)
- WiFI 6 Station CGA6444VF
Do you use a rental device from us or do you have your own device ?
-Router comes with the contract therefore no own router.
Which error occurs? (Speed too low; packet loss) Also send screenshots of speed tests (with date and time) and tracerts/ping plotter measurements in the event of packet loss or ping problems. Set the ping plotter to 2.5 seconds for the interval and use affected services as the target.
- Error is that it disconnects all day whenever i am playing games or i am in a call with family overseas or office work.
How is your device connected to the modem ? ( LAN; WLAN; additional router; PowerLAN )
-WLAN
Start and period of the disruption (e.g.: since the beginning of April; only in the evening)
-Early signs was from last week and last Tuesday May 24 it is being encountered on a daily basis everytime i am in a call.
Also upload a screenshot of the signal values . You can find this in the user interface of your cable router via 192.168.0.1 or via 192.168.178.1 on the Fritzbox.
What measures were taken by the fault hotline (available on 0800-5266625 for Vodafone Kabel Deutschland or 0221/46619100 for Vodafone West)?
- Did not call them as there are no english support, this is the only last thing i know who can support english queries.

Re: Internet often disconnects [ENGLISH]

paulgiii — Sat, 28 May 2022 17:41:04 GMT

Event viewer logged event type 55 for disconnection of internet

Re: Internet often disconnects [ENGLISH]

MariaK — Sun, 29 May 2022 12:51:41 GMT

Hello paulgiii,

I would like to take a look at your connection and start a fault analysis.

Can you please send me a PN with the following information:

Customer number

Name of the contract holder

Date of birth

Street + house number

postcode + city

State

Current mobile phone number

Have you already tried our network assistant? It can also help you with many problems.

Many greetings,

Maria

Re: Internet often disconnects [ENGLISH]

paulgiii — Sun, 29 May 2022 13:14:54 GMT

Hi Maria,

PN has been sent with the needed details.

Re: Internet often disconnects [ENGLISH]

paulgiii — Tue, 31 May 2022 22:01:42 GMT

Hi @MariaK,

Any updates?

Kind Regards,

Paul

Re: Internet often disconnects [ENGLISH]

R4mona — Thu, 02 Jun 2022 06:03:04 GMT

Hi paulgiii,

thank you very much for your data.

I have just taken a closer look at your values. For me there are currently no abnormalities.

Nevertheless, I have recorded a ticket for you. This will be sent to our internal technical department for analysis. My colleagues are trying to isolate and resolve the problem via remote maintenance. If this is not successful, a technician will contact you to arrange an on-site appointment.

Kind regards

R4mona

Re: Internet often disconnects [ENGLISH]

paulgiii — Mon, 06 Jun 2022 19:02:38 GMT

Hi @R4mona ,
Unfortunately, i was on vacation the past days with little to no access to my phone nor the network in my apartment. Can you please reopen the ticket since it was closed since I was not reachable?

Kind Regards,
Paul

Re: Internet often disconnects [ENGLISH]

R4mona — Tue, 07 Jun 2022 08:45:31 GMT

Hi paulgiii,

Thank you for your feedback.

I have just reopened the ticket and forwarded it to my colleagues for review. They will get back to you as soon as they find out what exactly is going on.

Best regards

R4mona

Re: Internet often disconnects [ENGLISH]

paulgiii — Fri, 10 Jun 2022 12:59:33 GMT

Hi @R4mona ,
I managed to reach them by calling them however the support said they will get back to me and call me again with one who can asnwer my queries in English. They never called me again on my phone number.

Kind Regards,
Paul

Re: Internet often disconnects [ENGLISH]

MariaK — Sun, 12 Jun 2022 10:00:14 GMT

Hello Paul,

the last ticket is also still open. According to this ticket, the technician has not reached you. Can you please send me your mobile phone number again (via private message)?

Many greetings,

Maria

Re: Internet often disconnects [ENGLISH]

paulgiii — Sun, 12 Jun 2022 17:58:28 GMT

Hi,

This is not true. Oh my God. Are the conversation with support recorded? I was speaking with a support over the line and said they will call me back. I am now really frustrated. I tried to become patient and understanding but paying 40 euros for non stable internet is now unbearable. Please give me discount as i feel like i am not given the proper connection compared to what i pay. Imagine i will pay this money monthly for the next 21 months and i am only in my 3rd month of the contract!

Sorry for the frustration, i am seeing several posts of the same. When the automatic firmware upgrade happened everything went downhill from there.

I am sending my number in PN.

Re: Internet often disconnects [ENGLISH]

R4mona — Tue, 14 Jun 2022 06:18:47 GMT

Hi paulgiii,

thank you very much for your private message.

I have just compared your cell phone number with the one stored in our system. Both are identical. In addition, I have noted in the open ticket that please contact a colleague who speaks English.

This is the only way we can find a good solution for you together.

Kind regards

R4mona

Re: Internet often disconnects [ENGLISH]

paulgiii — Sat, 18 Jun 2022 06:33:45 GMT

Hi @R4mona ,
Good day! Thanks for opening it up. Am i expecting a call from them? I have been waiting and they have not called me yet or contacted me in any form.

Kind Regards,
Paul

Re: Internet often disconnects [ENGLISH]

paulgiii — Sat, 18 Jun 2022 07:38:09 GMT

Hi @R4mona ,
Would it be possible for you to help me upgrade and get a FRITZ!Box 6660. Willing to pay the extra 5 euro costs per month.

Kind Regards,
Paul

Re: Internet often disconnects [ENGLISH]

MariaK — Sun, 19 Jun 2022 08:58:26 GMT

Hello paulgiii,

I looked into your customer account and saw that the last ticket is still open. It says that an English-speaking employee is still calling you.

I would first wait for the ticket to be processed. Then we can send you the Fritzbox for €4.99 per month.

Best regards,

Maria

Re: Internet often disconnects [ENGLISH]

paulgiii — Tue, 21 Jun 2022 07:24:15 GMT

Hello,
I received information in my mail that there is a planned checking of connection in my area on Thursday,
Please hold with the Fritzbox request, if the connection is still not working by the end of the week, i will try to get send a confirmation of ordering the router and check if it can somehow make the my issue go away.

Kind Regards,
Paul

Re: Internet often disconnects [ENGLISH]

paulgiii — Fri, 24 Jun 2022 09:18:40 GMT

Hello @MariaK ,

Seems like after some infra update in our area the issue that i am encountering is already solved.
You can close the ticket and no further purchase of router is needed.