Connection speed is extremely low (below 5Mbps)

[edxmas]

I'm sorry, but I only speek english. I tried to contact the customer service, but they could assist in german only.

I've a 200Mbps contract, but download speed is pretty bad, I can't watch TV, video calls, and navigation usually times out. The test is reporting a speed below 5Mbps, and it doesn't even complete because it times out (please, have a look at the attachment). This is happening since a while already, but I couldn't expect such a decrese in the quality of the service. 

Can you please assist and fix the problem as soon as possible?

Thanks a lot for your help.

[reneromann]

Could you please post screenshots of the modem status information page?

There should be a long list of frequencies, signal strength indicators, modulation and MSE/SNR values...

[edxmas]

Please, find it attached.

[Claudia]

Hello edxmas,

is the speed low all the time or rather at certain times, like evenings or the afternoon? Did you test through LAN or wireless? Please also send me a private message that includes your date of birth, the customer number and the address. Answer again in this thread after you sent the message.

Kind regards,

Claudia

[reneromann]

@edxmas Your signal is weak - I think a technician has to come and fix it.

@Claudia Die Signalwerte sehen alles andere als gut aus. Im Download fehlen 2 Kanäle komplett (wsl. 626 und 642 MHz), ein weiterer ist komplett gestört (682 MHz mit 25 dB SNR), generell sind die DS-Kanäle im unteren Frequenzbereich etwas zu gering (138..146 MHz mit 29..31 dB SNR). Und im Upstream reicht die Verstärkung im RK nicht nicht aus, dadurch fallen 3 der 4 Rückkanäle weg. Da muss ein Techniker den Anschluß neu einpegeln...

[edxmas]

@Claudia I sent you a private message. Yes, I use a cable to check it.

Yesterday evening the connection was even dropping intermittently, it wasn't possible to navigate at all. Today it's slightly better, I could make a speed test at least (Ticket E6RB4 - 25Mbps dw, 12 ms latency). Still, it's not an acceptable quality.

@reneromann I'm looking forward to have it solved. Is it possible this week?

Thanks for your support!

[Moni_GK]

Hello edxmas,

on your line there are two things that don't quite fit.

On the one hand there is a too high load and this leads also to the fact that the speed is so low.

But also some line values don't fit properly. Here I would like to send you a technician. He will not perform miracles, but it will certainly be a little better.

For this I still need a phone number from you, so that the colleague can make an appointment with you.

Will the technician come to the house with your help?

Best regards

Moni

[edxmas]

> On the one hand there is a too high load and this leads also to the fact that the speed is so low.

Can you please elaborate: What do you mean by "high load"?

>  He will not perform miracles, but it will certainly be a little better.

Well, I expect Vodafone will respect the minimum guaranteed by the contract.

I will send my phone number in private. Thanks

[ERFD]

Hello edxmas,

there is too high a load factor (too many users) in the core hours and therefore the contractually guaranteed volume cannot be achieved during this time.

Best regards Fred