Thema "Very slow Kabel internet connection" in Störungen im Kabel-Netz

Very slow Kabel internet connection

Kalamoni — Wed, 27 Jul 2022 20:18:57 GMT

Hello,

I live in a building that supports 1000 Mbps Kabel service, and I'm subscribed to 500 Mbps Kabel service; yet lately in the last few months, my internet speeds have never gone above 50 Mbps, which is very low!

I'm using the Vodafone router TG3442DE and I have gone through the usual check-up protocol:

* Reset the router.

* Use ethernet cable instead of wifi to connect my PC to the router.

* Try a different wall outlet,

* Try different ethernet cables between the router and wall outlet.

Please help as I'm getting less than 10% of the service I registered for, which is very frustrating!

Thanks

Re: Very slow Kabel internet connection

Martin59 — Thu, 28 Jul 2022 14:52:08 GMT

Hello Kalmoni,

can you please send me the name of the contract holder, his date of birth, full address and customer number via PN ?

Leave a short info here afterwards, then I look at it in detail.

Many greetings, Martin

Re: Very slow Kabel internet connection

Kalamoni — Thu, 28 Jul 2022 18:03:00 GMT

Hi @Martin59

I've sent you a PM, please check, thanks!

Re: Very slow Kabel internet connection

Claudia — Mon, 01 Aug 2022 05:15:37 GMT

Hello Kalamoni,

thank you for your details. By "never" you mean the speed is that low each time of the day, even in the morning? Please check the threads Fit für Gigabit and follow the hints there. Send a speedtest you made with an ethernet device that is connected with the LAN1 port afterwards. Make sure to send the time stamp with the result.

Kind regards,

Claudia

Re: Very slow Kabel internet connection

Kalamoni — Thu, 04 Aug 2022 13:22:14 GMT

Hi @Claudia

I have followed the step mentioned in the link you shared. Please find attached the screenshots of the speedtest.

Re: Very slow Kabel internet connection

Claudia — Fri, 05 Aug 2022 07:21:48 GMT

Hello Kalamoni,

so it didn't get better. There is no apparent error in the net that would explain the low upload and download speed. Did you try a different ethernet device as well? Often a anti virus software is responsible for the limitation, did you disable it? If you are certain that the reason for the bad speed isn't within your home network we can send a technician to check this. Please have a look at the hints for the service fee first. If we shall send the technician, can he call you under the number ***529 to make an appointment? Can you give him access to the house installation that is mostly located in the basement? Please make sure that no member of your household is quarantined when the technician visits.

Kind regards,

Claudia

Re: Very slow Kabel internet connection

Kalamoni — Fri, 05 Aug 2022 10:02:38 GMT

Hi @Claudia , thank you for your reply.

I believe it's funny to think that fixing your service would cost me 100€ while switching to a better service provider is FREE! 🙂

Okay then, I would like to book an appointment for a technician home visit, preferably someone who speaks English as my German is not great.

Will the cost be added to my monthly bill? or will I have to pay the technical?

What happens if the technician doesn't fix the issue?

Thank for your support, Claudia, much appreciated it.

Re: Very slow Kabel internet connection

Martin59 — Sat, 06 Aug 2022 12:34:25 GMT

Hello Kalamoni,

sorry if there was any misunderstanding here.

The technician is generally free of charge.

Only if the malfunction is caused by your equipment, your wiring or improper handling, the service will be charged with 99,50 €.

If the costs are charged, they will be shown on the next invoice after the technician's intervention.

If the technician is to be assigned, please send me a current cell phone number, info if you can access the house system and if there are signs of Covid-19 via PN .

After that leave a short info here, then I will arrange everything else.

Best regards, Martin

Re: Very slow Kabel internet connection

Kalamoni — Sun, 07 Aug 2022 18:56:20 GMT

Thank you Martin for the very thorough clarification and for answering all my questions. I have sent you a PM as requested.

Re: Very slow Kabel internet connection

pRo-Marco — Tue, 09 Aug 2022 09:05:22 GMT

Hi Kalamoni,

the technician will call you to arrange an appointment

Kind regards
Marco

Re: Very slow Kabel internet connection

Kalamoni — Tue, 09 Aug 2022 15:19:09 GMT

Okay great, thank you @pRo-Marco 🙏🏻

Re: Very slow Kabel internet connection

Kalamoni — Wed, 10 Aug 2022 15:00:07 GMT

Hi @pRo-Marco @Martin59 @Claudia

The technician visit was supposed to be today between 11-14, but no one visited, and I see the ticket closed. I opened a new ticket but it got closed again.

Can you please help as this is quite frustrating and taking much longer than needed?

Also, can you please keep a note for the visiting technician that my intercome doesn't work, and I'm always at home, so they would need to either call or text once they arrive so I can open the building door for them.

Thanks 🙏🏻

Re: Very slow Kabel internet connection

pRo-Marco — Thu, 11 Aug 2022 08:52:45 GMT

Hi Kalamoni,

the technician could not reach you. Is your name at the bell visible?

Kind regards
Marco

Re: Very slow Kabel internet connection

Kalamoni — Thu, 11 Aug 2022 16:04:06 GMT

Hi @pRo-Marco

Yes, my name is visible on the doorbell and the building intercom panel, but I'm afraid the intercom doesn't work, so I would need him to call me once he arrives, so I can open the building door for him.

Thanks for your help, it's much appreciated!

Re: Very slow Kabel internet connection

pRo-Marco — Fri, 12 Aug 2022 07:25:34 GMT

Hi Kalamoni,

okay, thank you. We ordered the technician again. Hopefully it will work now! Please keep us informed!

Kind regards

Marco

Re: Very slow Kabel internet connection

Kalamoni — Fri, 12 Aug 2022 08:34:55 GMT

Great! thank you @pRo-Marco , much appreciated!

Re: Very slow Kabel internet connection

Kalamoni — Wed, 17 Aug 2022 14:09:03 GMT

Hello @pRo-Marco @Martin59 @Claudia

My technician home visit was yesterday, but unfortunately he didn't show up even though he called me when he arrived and I've told him to wait for me so I can open the building door for him.

A few seconds later, I didn't manage to find anyone waiting. Later on the customer service called and they informed me that he left as he didn't reach me, indicating a wrong address.

I've checked and I saw that my registered address in my account is indicating building "13", while it's "13a", therefore the technician left.

Can you please help me update my address as it seems that I cannot do that from my account settings, and I would like to reschedule a visit for the third time!

Kindly understand that this is very poor service and I cannot tolerate any longer, please try to fix the issue ASAP or otherwise I would choose a better service provider.

Re: Very slow Kabel internet connection

Moni_GK — Thu, 18 Aug 2022 15:13:24 GMT

Hello Kalamoni,

just like that you can not change the address, sorry. What address did you enter when you signed the contract? You can report a move via our contact form. This is the only way to correct the address.

Greetings Moni

Re: Very slow Kabel internet connection

Kalamoni — Fri, 19 Aug 2022 15:02:18 GMT

Hi @Moni_GK

Thank you for your support, I have applied for an address change, which should be accompanied by a technician visit, hopefully they can check what might be the issue when they visit.

Thanks!