(ENG) Very slow internet and high ping every evening

[2candles1wish]

Hello,

Since last 3 weeks, every evening, from around 19:00 to 01:00 my internet speed decreases below 10 Mbps while i have Red Internet 200 Mbps cable connection. I have opened up a ticket already, a techician came to my flat, checked the connection during the day, fixed some cables in the cellar and told me everything is okay. But again, on that same evening i had this problem. I've tried on my own everything possible to fix this but couldn't solve this issue.

I play online games (CSGO, PUBG etc.) and every evening my ping goes to 300 ms from normally 20-30 ms. It's very annoying and frustrating. If this is not going to be fixed soon i'm planing to change my ISP.

I hope someone can help me. Here are the details:

• Welchen Vertrag hast Du?  -  Red Internet&Phone 200 Cable
  
• Welches Modem/ Router nutzt Du? - WLAN-Kabelrouter Compal CH7466CE
  
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät? - Leih-Gerät
• Welcher Fehler tritt auf?  - Very slow Internet/High Ping, screenshot is attached.
  
• Wie ist Dein Endgerät mit dem Modem verbunden? - LAN and WLAN, same problem.
• Welchen Browser verwendest Du normalerweise? - Firefox
  
• Welches Betriebssystem hast Du auf Deinem Rechner? - Windows 10
  
• Beginn und Zeitraum der Störung - Since 01.04.2020, Every evening.
  
• 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. - See attached
• Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625) durchgeführt? - I've opened a ticket, technician came and checked. Problem isn't solved.
• In welchem Bundesland wohnst Du?  - Hamburg

Thanks and have a nice evening,

Ümit

[2candles1wish]

Hello again,

Anyone can help?

Thanks

[ERFD]

Hello 2candles1wish,

I like to look at your connection and the net in the evening hours. Please send me your customer number, address and date of birth by private message.

Write here briefly when the data has been sent.

Best regards Fred

[2candles1wish]

Hello ERFD,

I have sent the details via PM.

Thanks and best regards

[Moni_GK]

Hello 2candles1wish,

the error is caused by too much workload in the evening. My colleagues are already making sure that it is working properly again as soon as possible.

Kind regards

Moni

[2candles1wish]

Hello Moni,

In the meantime i've called the hotline and been told the same. Additionally they told me that it won't be solved before 15.05.2020 as they need to improve the lines coming from the street. It will be almost 2 months by the time it's fixed (i'm not even sure if it will be solved by then...) that i can't use my tariff properly, especially at hours which i needed the most!

What kind of measures Vodafone plans to take in order to satisfy it's mistreated customers? I'm still paying my bills as usual but not getting the service that is promised. Could someone please advise on this?

Thanks and best regards

[pRo-Marco]

Hi 2candles1wish,

we can half the bill for the time there are issues, okay?

Kind regards

Marco

[2candles1wish]

Hello Marco,

Okay but could you please let me know how it'll be handled and the details? It seems that i don't get a refund but you'll charge me the half of the actual invoice. Could you please apply this immediately as my next invoice period is around the corner?

Thanks and best regards

[pRo-Marco]

Hi,

I have set the credit for April and May. I hope it works out that you will see it already on the next invoice. Gonna be a little tight. You'll see them on your next bill in early June at the latest.

Kind regards

Marco

[2candles1wish]

Hello Marco,

Okay, thanks for your help!

Best regards,