Thema "Re: WIFI Signal Drops All Day" in Störungen im Kabel-Netz

WIFI Signal Drops All Day

ryanknapp — Mon, 31 Jan 2022 09:48:17 GMT

Hi - A year or so ago, we had a technician come out to fix an issue with our connection. We would have multiple drops a day, going from very fast speeds to very low speeds.

Now, we are having that issue again for the last few weeks. Running a speedtest today I would get speeds from 400-500 down, 30-40 up, then run it again and get 10-20 down and 1 up.

I tried to call customer service, but thanks to my lack of German, wasn't able to receive any support. I also have reset the router several times, disconnected all but a few devices, etc.

Can you please help?

Betreff: WIFI Signal Drops All Day

ryanknapp — Mon, 31 Jan 2022 12:22:05 GMT

Hallo - Vor einem Jahr oder so hatten wir einen Techniker, der ein Problem mit unserer Verbindung beheben sollte. Wir hatten mehrmals am Tag Verbindungsabbrüche und wechselten von sehr schnellen zu sehr niedrigen Geschwindigkeiten.

Jetzt haben wir dieses Problem seit ein paar Wochen wieder. Wenn ich heute einen Speedtest durchführe, erhalte ich Geschwindigkeiten von 400-500 im Downstream, 30-40 im Upstream, dann wieder 10-20 im Downstream und 1 im Upstream.

Ich habe versucht, den Kundendienst anzurufen, aber dank meiner mangelnden Deutschkenntnisse konnte ich keine Unterstützung erhalten. Außerdem habe ich den Router mehrmals zurückgesetzt, alle Geräte bis auf ein paar wenige abgetrennt, usw.

Können Sie mir bitte helfen?

Re: WIFI Signal Drops All Day

Stephan — Wed, 02 Feb 2022 13:25:33 GMT

Hallo ryanknapp,

we'll can have a look on that.

Please send me a private message with the following information:

- your full name

- your full address

- date of birth

- customer number

- e-mail address

- the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

Re: WIFI Signal Drops All Day

ryanknapp — Wed, 02 Feb 2022 14:28:37 GMT

Replied via DM (and replying here).

Danke!

Re: WIFI Signal Drops All Day

ryanknapp — Fri, 04 Feb 2022 07:57:29 GMT

Hi Stephen - I replied via DM - could you please take a look and send me a response?

Thank you!

Re: WIFI Signal Drops All Day

Tina — Fri, 04 Feb 2022 18:50:17 GMT

Good evening and thank yor, Ryan.

Before I can help you please answer the following questions:

1. The connection and speed via lan cable is alright?

2. Does the speed drop at certain times of the day?

3. Have you ever adjusted the wifi channel or changed other settings to improve the wifi connection?

Best regards

Tina

Re: WIFI Signal Drops All Day

ryanknapp — Mon, 07 Feb 2022 11:46:15 GMT

Hi Tina,

1. The connection and speed via lan cable is alright?

The entire connection also drops out. Not just the WiFi connection.

2. Does the speed drop at certain times of the day?

No, it happens throughout the day and into the evening/early morning.

3. Have you ever adjusted the wifi channel or changed other settings to improve the wifi connection?

I completely reset the router to factory settings, changed WIfi names, passwords, etc. All still have the same result.

Re: WIFI Signal Drops All Day

ryanknapp — Tue, 08 Feb 2022 10:06:18 GMT

Hi @Tina - can you please see my response below?

Thank you!

Ryan

Re: WIFI Signal Drops All Day

Wallace — Wed, 09 Feb 2022 07:30:32 GMT

Hi Ryan,

is it okay if I change the router?

Reagrds

Wallace

Re: WIFI Signal Drops All Day

ryanknapp — Thu, 10 Feb 2022 10:56:00 GMT

Sure - we can start there if you want to.

Can we make this happen ASAP, bitte?

Thanks!

Ryan

Re: WIFI Signal Drops All Day

Wallace — Mon, 14 Feb 2022 15:32:57 GMT

Hi Ryan,

I have initiated the swap. Please send the defective router back to us as soon as the new one is connected.

Regards

Wallace

Re: WIFI Signal Drops All Day

ryanknapp — Thu, 24 Mar 2022 12:07:20 GMT

Hi @Wallace @Stephan - you sent me a new router (thank you!) but the problem still exists. We lose service constantly throughout the day, speetest fluctuates between 300 and 10 (upload) and sometimes 0 download. Last time a technician came out and made some adjustments at our main box and that solved the problem. Can we please make this happen again?

Thank you.

Ryan

Re: WIFI Signal Drops All Day

Claudia — Fri, 25 Mar 2022 19:49:58 GMT

Hello ryanknapp,

is the ethernet connection affected again like back in February? If the problems only occur via WiFi a technician might charge the service fee if he finds that there are no generel problems with the router or the connection :/. If there are disconnects and problems with the speed via ethernet as well, please send a speedtest and the time when that occured the last time.

Kind regards,

Claudia

Re: WIFI Signal Drops All Day

ryanknapp — Tue, 17 May 2022 08:25:37 GMT

Hi Claudia - we need a technician to come out and service. The problem has been attempted to be resolved via replacing the router - which did not solve the issue. We are having constant drops throughout the day. Sometimes we have 400, othertimes we have 3.

Hardwiring has the same issues. Our Television is hardwired and also loses signal to the box throughout the day.

Can we please resolve?

Re: WIFI Signal Drops All Day

Tobias — Tue, 17 May 2022 14:57:40 GMT

Hi @ryanknapp,

alright then, send me a mobilenumber via private message, it should be the case that the service is also free of charge for you. Only if the technician does not meet anyone at the agreed time and cannot gain access, will we charge €99.50 for the service. That also includes failures on your site, you can read here more.

Do you agree with the technician's intervention and can you provide access to the house? What is the best number to call to make an appointment?

Regarding COVID-19: Are you in quarantine or are there symptoms in your household that indicate COVID-19?

Regards

Tobias ^tlk

Re: WIFI Signal Drops All Day

ryanknapp — Mon, 13 Jun 2022 11:25:57 GMT

@Tobias - Hi Tobias - can we still make that appointment? Happy to send you the information via PM so we can get this problem sorted out.

-Ryan

Re: WIFI Signal Drops All Day

Martin59 — Mon, 13 Jun 2022 17:38:44 GMT

Hello ryanknapp,

sure can the offer with the technician still stands.

To do this, please just send the requested data via PN and give a short report here.

Best regards, Martin

Re: WIFI Signal Drops All Day

Martin59 — Wed, 15 Jun 2022 05:21:14 GMT

Good morning ryanknapp,

I have just sent the order to the technicians. The colleagues will contact you so that an exact date can be arranged.

I think we will be able to get your connection back under control. 🙂

Best regards, Martin

Re: WIFI Signal Drops All Day

ryanknapp — Mon, 19 Sep 2022 11:03:05 GMT

Hi - we had a technician come out for this problem, but it CONTINUES to persist. Our internet signal drops to nothing multiple times a day (moreso in the afternoon) and it is becoming a massive problem for working from home.

Can we please have another technician come out and deal with this matter?

Thank you.

Re: WIFI Signal Drops All Day

Wallace — Wed, 21 Sep 2022 06:26:51 GMT

Hi Ryan,

Unfortunately, since 15.08, we no longer provide individual support here. Please contact our Twitter or Facebook support via DM.

VG Wallace