Google Chromecast wird immer getrennt

[vpnBerl]

Hi,
I have a Vodafone Kabel Deutschland connection and recently reduced the speed from 1GBPS to 50MBPS due to contractual terms. After that, I have a connection problem with my Google Chromecast device.

I cannot connect Chromecast to my WLAN showing an error "Check Internet Connection". I have contacted Google as I thought it was a hardware/software problem of Google device and they replaced my device with a new one.

Again I have the same issue. So I contacted Google once again. Then they asked me (via Chat) to connect Chromecast using HotSpot from my Phone-data. The device got connected to the Hotspot and I could play from Youtube, AmazonPrime, Netflix, and work perfectly without any problem. Then Google suggests me to contact my ISP (Vodafone Kabel) and Quoted the following. 

"Chromecast is a type of Plug and Play device which really requires a strong and stable internet connection. It's not like an ordinary smartphone or computer that is able to work even if you have a weak internet connection.

Doing a Hotspot setup is already a workaround to confirm that Chromecast is not the problem as you were able to cast without experiencing the same issue. You may call your ISP and request to switch your router to a different channel. Let them find and switch yours to a channel where few customers are connected in your area.
There might be lot's of customers using the same ISP in your area that's why even if you see a strong signal but the channel is too crowded, it will result a congestion. "

I don't experience any problem with my laptops or smartphones. But my routers restart frequently. My router and Chromecast device is approximately only 10cm distance. So definitely range is not a problem. 

I don't speak good German to explain all the above problems. Can someone help me? 

[Claudia]

Hello vpnBerl,

two downstreams have a low signal noise ratio, apart from that the signal is fine. I saw that there is a task for the second level for the Chromecast problem. There is a call-back between noon and 1 p.m. The colleagues will look into this.

Kind regards,

Claudia

[vpnBerl]

No one called me. I just waited for the call !! It was made after discussing it with your telephone assistance. 

[vpnBerl]

@Claudia  Your team has closed the ticket without attending/ trying to solve the issue!! Practically as a VF customer, I need to learn German to get the problem solved! I appreciate your attempt to solve through this forum, unfortunately, I literally need to beg for a reply, the forums are always slow!!!! I need to spend my whole life to solve an issue, which may be a small issue if the technician could attend. You also could stop reply here!! You are not obliged to reply!!!!!!!!!! What a pathetic service! Where shall I contact to reduce my invoice amount as you cannot provide full service and you cannot provide service support?? I am spending my hours of time to solve an issue! 
A really frustrated customer!  

[vpnBerl]

@Claudia How will I get a service from Vodafone? Am I not eligible to get the service? Why are you not solving my issue? If you cannot handle or solve my issue, is it possible to cancel my contract?

[Claudia]

Hello vpnBerl,

honestly, I don't think there is an error on our side. Plus, all other devices have no problem. The Chromecast already worked with the same router and nothing changed there. The only thing is the slower speed. The Google support suggested to switch to a different WiFi channel, did you test that in the meantime?

Regards,

Claudia

[vpnBerl · Accepted solution]

@Claudia issue solved after vodafone exchanged my router with a new one! Now it google chromecast works good. I dont know if it is an error from your side but as a customer my problem when you installed a new router.

[Claudia]

Hello vpnBerl,

you received the same model as before. There is no known error with this device and Chromecast gear so it's uncertain what was the cause. Good that the swap helped, I will close here now.

Kind regards

Claudia