Continuous internet disconnection problem

[Deniz34]

Dear Vodafone Team, 

Although my router has been replaced by the technician, I am experiencing numerous disconnection problems throughout the day. These disconnection problems occur while using both of cable and Wi-Fi. In case of disconnection, there is no change in the lights on the modem. In this period when we work from home, this has become an ordeal and our business is negatively affected.

I kindly ask you to fix the problem as soon as possible. 

• Welchen Vertrag hast Du? Vodafone Kabel 1 Gigabit
• Welches Modem/ Router nutzt Du? Vodafone Station inkl. WLAN  (Firmware Version: AR01.02.068.11_092320_711.PC20.10)
  
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät? A loaner device by Vodafone
• Welcher Fehler tritt auf? (Geschwindigkeit zu gering; Packetloss) Schick dazu auch Screenshots von Speedtests (mit Datum und Uhrzeit) und Tracerts/ Pingplotter-Messungen bei Packetloss oder Ping-Problemen Disconnection problem
  
• Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN) LAN and WLAN
• Welchen Browser verwendest Du normalerweise? (z.B. Firefox) Google Chrome
  
• Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows) Windows
  
• Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend) for months, all time
• Lade dazu noch einen Screenshot von den Signalwerten hoch. Diese findest Du in der Benutzeroberfläche Deines Kabelrouters über 192.168.0.1 bzw. über 192.168.178.1 bei der Fritzbox.
• Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625) durchgeführt? Previously, the router was changed as a solution for this issue.
• In welchem Bundesland wohnst Du? Berlin 10715

Best Regards,

Deniz

[Deniz34]

Dear Vodafone Team, 

I hereby attach the DOCSIS status as well. 

Best Regards,

Deniz

[Martin59]

Hello Deniz34,

I see that on 28.12.2020 a new on-site appointment takes place, then the technician looks at it again.

Best regards, Martin

[Deniz34]

Dear Martin,

The technician just came in order to fix the problem. I do have some remarks as follows: 

1. He replaced the router with a new one, stating that the Wi-Fi connection problems were caused by the router. This is the second router change as I mentioned earlier. Although I don't believe it, I hope this is a permanent solution. 

2. After completing all the operations, he performed a speed test by usigin his terminal. The speed results were not stable and were between 450-850 mbit. Of course I cannot see the internet speed above 350mbit on my computer. Why do I have to pay this money every month for the promised speed values that I cannot use?

3. When I entered the router home page to make the necessary settings, I realized that the firmware version is "01.01.117.01.EURO". What problems have been solved on this device belonging to the old firmware version? The technician shared that this router is the latest manufactured model and the problems have been solved. 

4.  As far as I know, the guest wi-fi option is not active in this version. When can I automatically get the latest version to use this feature?

Thank you

Deniz

[Martin59]

Hello Deniz34,

I guess we will find out if the new router works only after a while.

If the technician has reached between 450 - 850 MBit in his measurements, but you only 350 with your device, then please check the settings on your laptop if necessary. You should be able to get at least over 350 Mbit.

The routers that are installed do not have the latest firmware right from the start. I see that your cable router has already received the new update.

Best regards, Martin