Hello, I recently got cable internet conenction with vodafone with a tarif of 1 Gbit/s but I get very slow speeds. Sometimes, the speed reaches 500 Mbit/s but most of the time, it stays below 30 Mbit/s and the worst thing is that I get huge amounts of ping like 50-150ms when I run a speed test. Sometimes, the webpage fails to load for 2 mintues and then it starts working. I have some speed tests results as well, ran at different times and dates. I tried contacting the technical service but I was not able to talk to anyone due to long waiting times. I have an online ticket open about the issue but its not resolved yet.
What should I do here? I followed vodafone guidelines about optimum router position and also tested using a LAN cable but doesn't make any difference.
Thank you for the response Fred. Please find the answers as requested below and let me know how can I facilitate you more.
Which contract do you have? (eg Internet + Telephone 100) Vodafone 1 Gigabit cable internet
Which modem / router do you use? (eg Hitron) - The cable router that I got from vodafone.
Do you use a loaner device from us or do you have your own device ? - The router from vodafone.
What is the error ? (Speed too low; packet loss) Send screenshots of speed tests (with date and time) and tracerts / ping plotter measurements in the event of packet loss or ping problems - Slow download and upload and huge amount of ping.
How is your terminal connected to the modem ? ( LAN; WLAN; additional router; PowerLAN ) - I tested both using WLAN and LAN.
Which browser do you usually use? (eg Firefox) - Chrome
Which operating system do you have on your computer? (e.g. Windows) - MacOS
Start and period of the disruption (e.g. since the beginning of April; only in the evening) - It has been like this since I got the cable connection (early December)
Upload a screenshot of the signal values . You can find this in the user interface of your cable router via 192.168.0.1 or via 192.168.178.1 on the Fritzbox. - I looked at the user interface for my router and could not find this. Could you help me find these?
What measures were carried out by the fault hotline (available at 0800-5266625)? - I was not able to connect with them. I ran the vodafone speed test online, followed all the instructions about router location, running tests using LAN as well but of no use unfortunately.
Unfortunately, my laptop does not have a LAN slot and the only device I can run a speed test on is my PS4. I ran a test just now using the LAN connection and got Download speed: 38.8Mbps, Upload: 4.4 Mbps, no ping information on this test unfortunately.
At this very moment, the internet is pretty bad. Here is a screenshot of results on WLAN right now and some more recent ones (see times in the screenshot).
there are two errors on the line here. The bad ping is coming from a return path glitch. This is already being handled by colleagues.
However, the modem data directly on the port is not clean.
This should be looked at by a technician on site. Would this be okay and does the colleague come with you to the house installation?
Under which telephone number can the colleague make an appointment with you?
Due to the current developments, we have to take certain precautions. Therefore, we need to know if there are any symptoms in your household that could be related to Covid-19. Of course we don't want to offend you, but on the other hand we don't want to endanger more people unnecessarily.
The appointment can be made on the phone number which I have sent you in PN. At the moment, there is no risk related to Covid in my household. If things change, I will let you know.
