Connection dropping, packet loss, high ping,

[exepowered]

Störung der Kabel-Internet-Dienste

• Welches Produkt hast Du? (z.B. Internet + Telefon 32) 
  Red Internet und Phone 100 DSL
• Welches Modem/ Router nutzt Du? (z.B. Hitron) 
  Vodafone EasyBox 804
  
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?
  I am using Vodafone's EasyBox 804 Router
• Welcher Fehler tritt auf? (Geschwindigkeit zu langsam; Website nicht aufrufbar etc.)
  Since 31.10.2018 my connection is very unstable. Internet drops every 15minutes and then my router is training connection and fetching IP again what takes a few minutes... (best time without a drop was 6 hours, but I was not doing anything online this time, so it was in kind of idle state)
  
  I have a packet losses from 20% up to 70%, and ping is reaching a point of 120ms+ too...
  
  I had a telekom technican visit planned for friday (02.11.2018) but he not even rang my door bell.
  Next day (03.11.2018) a vodafone technican called me asked for this visit, checked few things and said I need to wait 30minutes and then test my internet for 5 hours. Its 04.11.2018 now and my internet is not dropping every 15 minutes like it was before, but it still does, and the packet losses, high ping is still a problem.
  
  Tested on WIFI, LAN, the connection drop is visible on a router gateway panel:
  <drop, no internet> // ,,No conenction" // ,,Training..." // ,,Fetching IP..." // <online again>
  
  
• Welchen Browser verwendest Du normalerweise? (z.B. Firefox)
  Chrome, Brave
  
  
• Welches Betriebssystem hast Du auf deinem Rechner? (z.B. Windows)
  Windows 10, Linux Debian 9, Android
  
  
• Beginn und Dauer der Störung (Anfang April, dauerhaft)
  04.11.2018 - now

• Lade dazu noch einen Screenshot von den Signalwerten hoch. Diese findest Du in der Benutzeroberfläche Deines Kabelrouters über http://kabel.box bzw. über http://fritz.box bei der Fritzbox.
  

[Jens-K]

Hi exepowered,

I'm sorry that your DSL connection doesn't work as it used to.

If a technical ticket is still open my colleagues get back to you via phone or SMS.

I assume that another appointment with the Telekom technician will be necessary.

Please get back to us via phone, if my colleagues ask you to. Thank you.

Regards,

Jens

[exepowered]

Thank you 🙂
I will be back home in a few minutes, so I can answer my phone if technicans will call. Waiting then 🙂

[exepowered]

Now I see in myvodafone panel that my ticket is closed, so they propably won't call me again...

What should I do now?
Calling the hotline and getting through complete process again, to get contacted with the right technican is a bit pointless for now, they won't help me on a hotline for sure...
I need to be contacted with an specialist technican in this stage of problem, best directly.

Can you help me skip the ,,hotline process" and contact me with an specialist or take my ticket on your own?

[Jens-K]

Hi exepowered,

I'm not a technician. If you send me a private message by clicking my avatar -> Diesem Benutzer eine private Nachricht senden I can open the ticket again.

I need your name and customer number.

Regards,

Jens

[exepowered · Accepted solution]

I recived new Easybox 804 router yesterday, and it looks like everything works fine now!
It looks like my old easybox was broken and that's why I was losing DSL sync every 15 minutes.

Thank you for your help! 🙂

[Jens-K]

Hi exepowered,

thanks for your reply.

I'm glad the issue could be solved.

I close this thread

Regards,

Jens