Thema "Re: Bad internet Connection (English)" in Störungen im Kabel-Netz

Bad internet Connection (English)

Sadik0934 — Tue, 24 May 2022 16:30:34 GMT

Hi, Sorry my german is still on the lower level so I will use English instead

My main problem is the Unstable Internet and during the day several times, the internet is down. If I restart the modem, the internet works again. My other problem is high ping, especially on online games. I can't call the customer service because of the language problem.

Could anyone help me with this situation?

Thanks

Re: Bad internet Connection (English)

Tobias — Wed, 25 May 2022 06:59:54 GMT

Hi @Sadik0934,

im sorry that it doesnt work as it should, did you try our chatbot TOBi? 🙂 He can answer many things. If he cant help, we're gonna try to help you here then 😉

Regards

Tobias

Re: Bad internet Connection (English)

Sadik0934 — Wed, 25 May 2022 17:02:56 GMT

Hi @Tobias

Thank you for respond. I tried chatbot several times but it couldnt solve the problem. My connection is 1000 mb and when I try to speed test, download speed is around 200-500 mb and during day internet connection is down or slow. In online games, I see 300-400 ping.

Re: Bad internet Connection (English)

Moni_GK — Thu, 26 May 2022 12:12:00 GMT

Hello Sadik0934,

then 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).

Then please contact me again here when you have sent me the data.

Best regards

Moni

Re: Bad internet Connection (English)

Sadik0934 — Thu, 26 May 2022 22:00:27 GMT

Hi @Moni_GK

I have just sent all the information as a private message to you.

Thank you for your help.

Re: Bad internet Connection (English)

Moni_GK — Fri, 27 May 2022 13:37:12 GMT

Hello,

I have looked at it directly. The error here is a too high load on the line especially in the upstream.

But we are already on it. That's why I put a ticket for you. We will inform you when the error is fixed.

Greetings Moni

Re: Bad internet Connection (English)

Sadik0934 — Fri, 27 May 2022 14:01:54 GMT

Hi @Moni_GK

Thank you for your interest. If i understand correctly, it is a infrastructure problem for my area, right? Please correct me if i am wrong. I am saying this because this problem actually exists from the beginning when i moved this area. (November 2021) Do you have an idea how long could it take to solve this problem?

Thanks.

Best Regards

Re: Bad internet Connection (English)

Moni_GK — Fri, 27 May 2022 15:06:22 GMT

Hello,

yes it is a problem there in the region that has been going on for a while. Currently, however, there is no information on how long it will last.

Greetings Moni

Re: Bad internet Connection (English)

Sadik0934 — Tue, 31 May 2022 11:38:01 GMT

Hi @Moni_GK

I decided to move to a different provider yesterday and started to process. My contract end date is 20.11.2023 and I would like to cancel earlier without paying an extra fee base on this link, I mean as soon as possible. What should I do about it? I have a 50 Mbit/s upload limit in my Vodafone contract but I only see 3.0 Mbit/s and it is really below the minimum speed (which is 15 Mbit/s)

Could you please explain the Extraordinary contract cancellation steps please?

Best Regards

Onur

Re: Bad internet Connection (English)

pRo-Marco — Thu, 02 Jun 2022 06:12:42 GMT

Hi Sadik0934,

we will help you with that. To what date shall the contract end? Do you want to take your phone-numbers to the new provider?

Kind regards

Marco

Re: Bad internet Connection (English)

Sadik0934 — Thu, 02 Jun 2022 09:01:40 GMT

Hi @pRo-Marco

Thanks for replying. I think the other internet provider handled the moving process (They also applied for the taking current number to their side). And I got cancellation confirmation from Vodafone. The contract ending date is 20.11.2023, this date is also written in the cancellation confirmation document. But I would like to cancel it as soon as possible due to cant using properly internet service from Vodafone. I would like to use my extraordinary cancellation right. (Without paying extra fees for early cancellation)

If you request, I can provide all the relevant information.

Best Regards

Re: Bad internet Connection (English)

pRo-Marco — Thu, 02 Jun 2022 12:59:27 GMT

Okay, I have stored it like this. The new provider must send another porting request.

Re: Bad internet Connection (English)

Sadik0934 — Thu, 02 Jun 2022 18:31:11 GMT

Hi @pRo-Marco

Thank you. Do I need to do anything right now? Will someone from Vodafone contact me? If I get the earlier cancellation confirmation, I will contact the new provider for another port request. I would like to mention again this cancellation will be an extraordinary cancellation, I have an ongoing contract until 20.11.2023. I don't want to pay to remaining month's fees accidentally because of the wrong cancellation.

Best Regards

Re: Bad internet Connection (English)

pRo-Marco — Fri, 03 Jun 2022 07:42:48 GMT

You have to contact your new provider, make a new contract und port your number. The cable-contract will end, when the new ones will start.

Re: Bad internet Connection (English)

Sadik0934 — Fri, 03 Jun 2022 09:37:44 GMT

Hi @pRo-Marco

Sorry but I am a little bit confused. I made a new contract with a new provider already and this contract will be started on 20.11.2023 when the Vodafone contract ends. The problem is here I don't want to wait until 20.11.2023 because I can barely use the Vodafone service due to the download/upload problem and want to use extraordinary contract cancellation right before this 20.11.2023 date.

https://www.bundesnetzagentur.de/DE/Vportal/TK/InternetTelefon/Internetgeschwindigkeit/start.html;jsessionid=03C5B338617DFD42687FA71E45E918CF#Internetgeschwindigkeit

If I can move my Vodafone contract end date to an earlier date, I will contact the new provider to update their

contract. But if I contact them first to move the contract start date earlier, I assume Vodafone will cancel it with extra fees. (The remaining month's fees). Right? Please correct me if I am wrong.

Best Regards

Re: Bad internet Connection (English)

pRo-Marco — Fri, 03 Jun 2022 12:19:57 GMT

In this case you are wrong. I have stored in the system that the contract can be terminated at any time without notice. The new provider must therefore request porting from us again to get the new information.

Re: Bad internet Connection (English)

Sadik0934 — Fri, 03 Jun 2022 15:45:17 GMT

Hi @pRo-Marco

Thanks for replying. In this case, I don't need to prove any upload/download problem to you with screenshots because you know the issues for this area already and you already stored in the system that the contract can be terminated at any time without notice.

So like you said it is enough to tell the new provider. Right?

Sorry for the repeated questions 🙂 I just want to clarify for the last time

Best Regards

Re: Bad internet Connection (English)

Nancy — Thu, 09 Jun 2022 09:46:44 GMT

Hello Sadik0934,

you're welcome to ask. You have understood correctly. Contact your new provider and they will arrange the number transfer for you. The information that you can terminate your contract early is stored.

Best regards

Nancy

Re: Bad internet Connection (English)

Sadik0934 — Thu, 09 Jun 2022 12:01:55 GMT

Thank you @Nancy

Re: Bad internet Connection (English)

Sadik0934 — Sun, 12 Jun 2022 19:23:11 GMT

Hi @Nancy

I contacted with my new internet provider to update a contract. They told me that they can update the contract start date to 22.08.2022 but they informed me that I should convey this date to you for preventing make a two contract and. Is this date convenient for you? Do i need to anything else?

Best Regards