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

[John_Egerton]

Here is a screenshot from early this morning.

[Claudia]

Hello John_Egerton,

indeed, the speed shouldn't have been that low yesterday. Did you check the software on your device and maybe test with other devices?

Kind regards,

Claudia

[John_Egerton]

Hi claudia,

What do you mean by checking the software? Do you mean on my laptop?

I can confirm that all is fine and nothing else is running on the machine at the time.

Kind regards,

John

[John_Egerton]

I have tried with other devices (another laptop, my phone and my streaming box).

Everything is slow.

I appreciate the help.

[Claudia]

Hello John_Egerton,

some software might cause the limited bandwidth. For example some antivirus software or an own firewall. If you checked everything and still get a low speed, we may send a technician. But as he may charge 99,50€ if he finds the cause of the speed problems within your home network, you should double-check that.

Kind regards,

Claudia

[John_Egerton]

Hi Claudia,

Tonight I tested https://speedcheck.vodafone.de/ with a laptop I brought home from work.

It was plugged directly into the Vodafone router with a LAN cable and the router was plugged directly into the main cable coming from outside. My speed result was as follows:

Based on this, I would like a technician to come to my home and resolve this issue.

Kind regards,

John

[ERFD]

Hello John_Egerton,

Thanks for the test. Then it's obviously not your hardware. Can we hire the technician?

Best regards Fred

[John_Egerton]

Hi Fred,

Yes. Please book the technician.

Kind regards,
John

[Claudia]

Hello John_Egerton,

I just made the task, so you should receive the call for the appointment soon.

Kind regards,

Claudia

[John_Egerton]

Hi Claudia,

The technician came yesterday at around 10:30. He plugged directly into my router and got speeds of around 130mb/s which I have never had before while speed testing.

He said there were issues in my area that would be fixed in a month and that there was nothing else he could do.

I kept testing the line all day and got good speeds moat of the time. As 5 pm approached, the speed did drop significantly to the point where I was getting around 20mb/s again.

It seems unpredictable because one minute this morning I was getting the full 200mb/s and another minute 5mb/s. Right now I am connected to an LTE router because the latest speed test gave 0.92mb/s.

It now seems to me that it must be the load on the line in the area. It could be a neighbor downloading large files or something?

Because of how unpredictable this is, I have had to buy an LTE modem and a contract with O2 to guarantee internet availability while I work.

Can you be of any more assistance?

Kind regards,

John