(English) Cable Internet gets disconnected several times a day

[Kowalsky]

Hello,

Sorry for writing on English, but my knowledge of German is not so good.

I hope someone will be able to help me since this is realy frustrating. I have had a call with technical support (I was crazy lucky to get them!) and struggling to explain problem on German, than they have sent me another coax cable. Of course that did not help. Who knows what they understood when I tried to explain on German. So this is basicaly my only hope.

Anyway, since few weeks back I have a constant problem with internet conectivity. Everything was fine for more that 4 years I am using KD, but since few weeks back some guys came to check our coax cable conection in our building (it was anounched 4 weeks upfront) due to the issues with TV reception reported by someone in the building.

From that moment on, when done guys came and did something with the cables, my Fritzbox gets rebooted 20-30 times a day, usualy several times in a row, especialy in the evening. Internet connection is completly unreliable, and causes me a losts of issues since I am mostly working from home and not being able to do anything without working internet connection. I'm not touching cables, everything was working perfectly in the past.

Let me share few more detials, just to make sure you have all the data you need:

• Which product do you have? 
  • Red Internet & Phone 32 Cable
• Which modem / router do you use? 
  • Fritz!Box 6490
• Do you use a loan device from us or do you have your own device?
  
  
  • I use Vodafone device
• Which error occurs? 
  
  
  • Internet connectivity disruptions, FritzBox is rebooted serveral times a day
• Which browser do you normally use?
  
  
  • All Chome/IE/Safari/Firefox
• Which operating system do you have on your computer?
  
  
  • Both Windows and MacOSx
• Start and duration of the disturbance
  • Started at 5th of September 2018, 15:00, still present, happens randomly

I guess you will need my customer number and addrees. I will be happy to provide it via private message.

Thanks a lot!

Boris

[pRo-Marco]

Hi Boris,

I'm sorry you got stuck on the hotline. I like to see what's going on and hire a technician if necessary.

Please send me your name, address and customer number by PN. Please also let me know here if you have sent the message.

Kind regards

Marco

[Kowalsky]

Hello Marco,

Thanks a lot for your response.

I have shared requested details over personal message.

Thanks a lot!

Boris

[Claudia]

Hello Kowalsky,

Marco was right, a technician is necessary to solve the problem with the disconnects. I made the task already, so you should receive a call for the appointment soon.

Kind regards,

Claudia

[Kowalsky]

Hello Claudia,

Thanks a lot for your support on this. It is highly appreciated!

Looking forward to get in touch with technician and to get internet conection stable and reliable the same way how it was in the past 4 years.

Kind regards,

Boris

[Claudia]

Hello Kowalsky,

I saw the technician was already there and replaced the modem. Do the disconnects still occur?

Kind regards,

Claudia

[Kowalsky]

Hello Claudia,

Yes, technician was here, and he did something with the cables and cable outlet that supposed to make it better. He did not replaced the modem, but said that modem replacement might be one of the next steps.

It actuly got better for two days, so I felt optimistic for a moment, but same story came back yesterdey afternoon. Connection got dicsonnected 15 times within 2 hours.

So, not realy getting better. 😞

Thanks a lot for helping me on this!

Kind regards,
Boris

[Claudia]

Hello Kowalsky,

then let's try and replace the modem. I made the task for the new device, so it should arrive next week.

Kind regards

Claudia

[Kowalsky]

Thank you Claudia!

I hope this will help.

Kind regards,

Boris

[Claudia]

Hi Boris,

did the new device arrive already?

Kind regards,

Claudia