Constants drop of connection

[DanielMa]

Hello,
I have a Red Internet & Phone 1000 Cable. 

Since 2 weeks on all my devices at home (smartphones, laptops and TV) connection is lost every 20-30 minutes. Any video online cannot be watched without lost connection. It is not possible to have a Skype call because after few seconds connection is lost (even without video). It seems that signal from router is not stable and it disconnects from all devices.

Can you please help me?

Kind regards,

Daniel  

[DanielMa]

Hello again,

When can I expect some answer about my case?

Kind regards,

Daniel

[Martin59]

Hello DanielMa,

I'm sorry for the late reply.

If the connection is broken, is an LED on the router flashing or lit?

Will you still see the W-LAN on your devices?

Does the problem also occur via a LAN connection?

Best regards, Martin

[DanielMa]

Hello Martin,

Thank you for your reply.

I tested it and I can say that LED on router is not flashing, it is lit.

I menioned that I have this problem since 2 weeks but I forgot to mention that I am a new client and this problem was from day one of connecting the router. I tried to restart, I tried different spots at home, but still it is not possible to have a Skype call without constant disconnecions every few seconds (even without video, only sound). For other apps like whatsup or messanger it is the same.  Youtube or Netflix for example: each vdeo or episode crushes at some point even with lowest quality settings and do not load further. And it is like that on all devices: 2 phones on Android, tablet on Android, phone with iOS and a SmartTV.

I know my devices are fine because they worked normally with previous provider and even now while doing a hot-spot from iPhone using mobile internet all above apps and devices work smooth, without any disconnections. 

Kind regards,

Daniel

[Moni_GK]

Hello DanielMa,

I'd be happy to take a look at the line. Please send me a PN with your customer data (name, address, customer number and date of birth).

Then please contact me again here when you have sent me the data.

Best regards

Moni

[DanielMa]

Hello Moni,

I have send you my details over PN.

Looking forward to your feedback.

Kind regards,

Daniel

[Moni_GK]

Hello DanielMa,

here are some bugs on the line. The router changes frequencies too often and the timeouts are also increased.

We should have a technician look at this on site. Would that be okay and will the colleague come with you to the house system?

Under which phone number can the colleague make an appointment with you?

The second thing is that we have to take certain precautions due to current developments. Therefore, we need to know if there are any symptoms in your household that could be related to Covid-19. We don't want to offend you, of course, but on the other hand we don't want to put more people at risk unnecessarily.

Best regards

Moni

[DanielMa]

Hello Moni,

Thank you for your feedback.

Yes, it would be ok if a technician can take a look at this in our house. Mine and my wife's German is not very good yet so it would be perfect if a technician can support us in English.

We understand of course how serious Covid-19 situation is and safety for all is very important. Me and my wife we work in home-office system alredy since middle of March and we leave the house only when it is absolutely necessary. We use safety masks on a regular basis.  We did not observe any symptoms, we feel healthy.

Can you tell me when exactly can we expect a technician to visit?

Thank you very much for your support.

Kind regards,

Daniel

[Tobias]

Hey,

i checked the connection again, it looks okay for now, so no errors occur actually. I dont want to send you a technician for now.. 😉 So, where do you get these disconeccts? WiFi? Lan? Both?

Regards

Tobias

[DanielMa]

Hej Tobias,

I already explained in my previous posts where I have disconnections. On all home devices, with different operational systems, everyday since day one of connection to Vodafone internet. All the devices worked perfectly fine so far on different internet providers, even now connecting them all to simple mobile internet using my iPhone as hotspot is 100% stable, no disconnestions. When I use Vodafone wifi I am not able to have Skype call without dissconnection every few seconds, I am not able to watch 10 minutes video on YouTube with the lowest quality of 240p without one or two disconnections (it is really rare to able to watch the whole video). So it is not devices problem, it is problem with Vodafone internet.

I do not know if visit of a technician is necessery or not, what I know is that internet does not work as it should. And I have seen on this forum that this issue od disconnections is very common among Vodafone users. So please have a look at ma case and maybe other cases about disconnections to find the root cause for it. It is not normal for such a fast internet to not be able to handle Skype call vidout video, only audio.

Kind regards,

Daniel