Instabiles Internet seit neuem Vertrag , treuer Kunde, aber äußerst enttäuscht !!

[SDevgan]

Hello, 

I have been a loyal and satisfied Vodafone customer since 2016 and have never had a technical problem in my region where my apartment / my area supposedly does not have any technical problems.
It is a great disappointment that I am writing this post to report that it has been CATASTROPHIC since I reconnected by upgrading my tariff from previous 50 MBPS to 250 MBPS.

It was not stable for a day and I have the following problems
1. No connection for hours (random)
2. Websites that cannot be opened even with a LAN cable in the laptop
3. Smartphones do not receive signals via WIFI to establish a connection - unstable connection.

The speed test always shows 250 MBPS, but it won't connect and the signal drops regularly several times throughout the day.

Which  contract do you have? (eg internet + telephone 100) -  Red Internet & Phone 250 Cable 
Which  modem / router  do you use? (eg Hitron) -  provided by Vodafone Kabel
Do you use a  loaner device from us or do you have your own device ? -  Loan device   
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 -  Immer Gleich  (This Site cant be reached).
How is your terminal connected to the modem ? ( LAN; WLAN; additional router; PowerLAN ) -  same error with LAN and WLAN      
Which  browser do you usually use? (eg Firefox) -  CHROME  
Which  operating system do you have on your computer? (e.g. Windows) - WINDOWS 10 Enterprise 
Start and period of the disturbance  (eg since the beginning of April; only in the evening) -  No fixed time, several times a day for hours and with RANDOM !!!    
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. -  The hotline technician tried me, but my router couldn't connect to the server. Also, my credentials are not working on the gateway site 192.18.0.1, so a screenshot cannot be included.      
What measures were carried out by the  fault hotline (available at 0800-5266625)? -   1. The contact on the hotline tried with me to connect to the gateway 192.168.0.1, and after the browser opened the home page where the administrator's user ID and password must be entered, he told me that he can see the start page My router cannot connect to the server 2. Then he advised me to restart my modem and wait 30 seconds to reboot and check again but it didn't help and finally he mentioned that he will pass this on to the technical team and I'll have to wait what I am.   3. In the end, he advised me to mention it here on the forum as all of his options had expired. 
In which state do you live? - Rhineland Palatinate

Please let me know which details you need more (eg customer number) etc in order to fix this as it is hard to believe that something suddenly works

An upgrade of the tariff should ideally help to stop tormenting !!

Thank you !! 

[Moni_GK]

Hello SDevgan,

gladly I can have a look at the line. Please send me a PN with your customer data (name, address, customer number and date of birth).

Then please contact me again here when you have sent me the data.

Best regards

Moni

[SDevgan]

Vielen Dank für deine Hilfe, 

Ich habe meine Daten per PM an Sie gesendet.

Bitten Sie Sie, mir zu helfen, den Fehler zu finden, und schlagen Sie auch vor, ob die Anforderung einer niedrigeren MBPS-Geschwindigkeit hilfreich wäre. Ich mache das gerne, weil ich seit 4 Jahren 50 MBPS hatte und NIEMALS irgendwelche PROBLEME hatte.

Ich vermute sehr, dass es ein Problem mit dem MOdem ist. Aber ich freue mich auf Ihre Expertenmeinung, bitte ... nochmals vielen Dank!

Danke,

SDevgan

[SDevgan]

Hallo,

Ich füge einen Screenshot als Referenz bei. Ich hoffe, er hilft bei der Untersuchung. Ich habe einen Plan für eine Geschwindigkeit von 250 MBPS

Danke 

Saurabh Devgan

[Moni_GK]

Hallo SDevgan,

nun bin ich verwirrt. Oben schreibst auf Englisch und jetzt auf Deutsch. In welcher Sprache wollen wir weiter machen (mir wäre beides recht).

Die Leitung sieht gut aus. Bist Du direkt per LAN und WLAN verbunden oder kommt noch eigene Hardware hinter dem Router?

Grüße Moni

[SDevgan]

Hello, 

 I apologize for the confusion ! I always type in English as Deutsch is not my first langage but I use the translation tool online so may be that caused a problem. We must continue in English if it is ok please ! 

I use vodafone provided modem and , the Internet at my home is used always through WLAN or wifi for the following devices : 

1. Television for Netflix, Youtube etc 

2.  Two Smartphones via Wifi for official emails and 

3. and most frequently for my office laptop and one personal laptop both using Wifi ..........

Since last two months, my office laptop and both smartphones are having problem connecting to the internet intermittently, i.e.  it disconnects, the connection drops randomly, and the websites (Even vodafones own) websites do not open with the error as per the snapshot which has the message 'The site cant be reached' and nothing opens.

I tried to test with the LAN Cable last week and exactly the same result, it worked for 10 min ..but at the time, when it didnt connect with both my phones , it did not even work with the laptop connected to the LAN Cable .. so the test of Wifi didnt really fail as I would have liked it to ..... 

but Also , in general the wifi reception and signal is very bad .. 

Most importantly, when I called the customer care, he asked me my details and told me to switch off the modem for 30 seconds and he would check once i reboot if he can see it latching it on the server ... and he told me that he couldnt see it afer reboot and asked me to raie it in the forum here.

Please let me know if you need more details, as when i trid to log in to 192.168.0.1 to check , i wasnt able to log in with my user id and passwrod too.

thanks for looking into this ... i hope you find a solution soon ! 

[pRo-Marco]

Hi SDevgan,

as Moni said: The signal seems to be  good. So I think the modems itself is the problem. I like to replace it for free, okay?

Kind regards

Marco

[SDevgan]

Thanks Marco, 

Yes , this will definitely help , please help me get this replaced.  

I am assuming that you/Moni can see my router connecting to the server correctly. Even I did the ping test with the command prompt at my laptop and it came out with a fine response.

I hope the new modem helps with the WLAN>

Additionally, please also tell me if I should request for the lowering of the bandwidth to 50 mbps than the 250mbps one, as the customer care executive to the Vodafone helpline told me that he witnessed a lot of cases where there was a poor performance in connectivity when there was an increase in the Bandwidth requested.

Since passt 4 years i have had 50 mbps and it has worked without any issues...... will returning to 50 help in addition  ?

Many thanks for your help - will wait for the new modem ! 

[Manu]

Hi SDevgan,

the new router will be on its way in the next few days. Please send the old one back to us.

Many greetings, Manu