Constant Speed Problems on my Red200 Cable Line.

[John_Egerton]

Contract: Red 200 Internet & Phone

Router:  Vodafone Docsis 3.1 (Your Device)

Hello,

I am hoping that you are ok speaking in English?

I have the Red 200 package since the beginning of July and my speed is consistently slow.

Last night it was so slow that the Vodafone speed check did not complete after doing the ping test. I tried this lots of times.

The average speed since July has been around 30mbs, but this is only because 1 time I tried the speed check it reached 99mbs.

I have the router plugged directly into the cable coming into the house, so no disturbance from repeaters, boosters etc.

I have also tried using the LAN cable and the problem is still there.

Because I don’t speak German yet, I’m unable to call the support line.

Because I work from home a lot, this isn’t something that I can really use. I have to join online meetings all the time and my connection regularly drops out because of the speed fluctuations. It also makes streaming impossible.

Could someone please help me resolve this and tell me what my options are if this does not get resolved?

Kind regards,

John

[Claudia]

Hello John_Egerton,

did you use an ethernet connection when you made the speed checks you sent? If you send me your full address, date of birth and customer number I can check your access. Please use the private message function for that and answer here again afterwards.

Kind regards,

Claudia

[John_Egerton]

Hi Claudia,

I just responded to you.

I can confirm that the majority of the speed checks were done with a LAN cable. The highest (99) value was actually over wifi.

While I was waiting for a response here, I managed to log a phone call with my broken German. They booked a technician to call at my house on Thursday. After the call, I got a text message to say that they found a problem and are investigating.

I would appreciate it if you could tell me what the problem was and if it has been fixed? I can run the speed check again afterward.

Thank you.

Kind regards,

John

[John_Egerton]

Just an update,

I've been testing my speed since last night.

I'm still only reaching speeds of around 30-40mbs. Sometimes the speed test peaks at 60, but running the speed test immediately afterward returns to the average value.

I need to understand why this is happening and switch supplier if this cannot be resolved.

Kind regards,

John

[Claudia]

Hello John_Egerton,

I'd love to check your fault report ticket, but I need your customer number and date of birth. Please send them in another PM and reply here again.

Kind regards,

Claudia

[John_Egerton]

Hi Claudia,

I have just sent you a PM.

Thanks

[Claudia]

Hello John_Egerton,

the technician was cancelled because a colleague from Second Level Support found a high capacity utilisation that results in a low bandwidth. That should only occur in the evening and maybe on weekends when many customers are using the net. Some of your speedtests were in the morning and didn't reach the 200 MBit/s, did you check if some software might cause the loss of speed?

Kind regards,

Claudia

[SIGSEGV2]

@John_Egerton 

Can you post another screenshot of the current upstream channels for a comparison with the values from your first post?

At that time one upstream channel had a modulation of only 8QAM (instead of 64QAM)... and all channels were running with a Tx Power of 51 dBmV which is fairly high... under normal conditions 41,1-47,0 dBmV are "regular" values.

Regards,

SIGSEGV2

[John_Egerton]

I have just ran 3 Vodafone speed checks and another on an independent site.

There is obviously a problem. High usage in my area shouldn't make things this bad,

Kind regards,

John

[John_Egerton]

Here you go...

I can confirm that the cable that comes through the floor is connected directly to my Vodafone router.

Thanks