Internet connection

[pejota]

Hello,

Sorry for writting in english.

I am new in this forum,

My internet connection is really bad, not stable. Some days i have 25Mb, other days i have 0,5-1Mb. 

In the begginer i had this probem but a technician came and fixed it this. However, last week, this problem raised again.

many thanks. 

Best regards.

[sPrinGfield02 · Accepted solution]

Hi,

to better assist you i need following Informations:

Are you using LTE Cable or DSL?

Do you use the cables that came with your device?

Did you already checked they fit well ?

Does the problem disappears after a restart and comes back later?

Can you see any other services impacted when this appears? Like for example TV quality problems or voice delays during a call.

Regards

[pejota]

Hello,

Thanks for your reply.

I am using DSL and all the cables (they fit well), but the problem continues. I have tried also the cable internet connection, but it is the same. When i restart the modem, the problem doens´t disappear. 

I don´t have tv so i can not see this part.

as i wrote before, when i installed the internet connection i had this problem for more than 1 month even when a technician came to my flat. 

Best regards,

Pedro

[sPrinGfield02]

Thanks pejota, for checking these steps.

Additionally - Do you have any devices near by your router that could produce radio frequency interferences?

Devices that are known for sometimes causing this: Mobile phones / DECT Base station / PowerLAN / Plug Packs

Could you also please check that you have none of these devices within a 10 cm range to your router and cables especially the telephone cable? If yes please try to move these other devices. Does it change anything if you do so ?

Which Website do you use for speedtesting?

Regards

[pejota]

Hello again,

I don´t have any device near by the router and also the telephone cable.

I am using the speedtesting from vodafone plus the speedtest (www.speedtest.net/de/) and the results are quite similar. Ping around 20; speed around 1Mb.

Best regards and thanks for your reply

[sPrinGfield02]

Thank you.

I'm sorry,unfortunately I cannot help with this Issue. For me it seems you have some kind of Hardware Issue or the telephone cable ( behind the outlet) is not ok. This is very difficult to identify remotely.

You should contact the customer support again  they have the possibility to check the signal levels and send out an Technician if needed.

Maybe another User has some good Idea as well..

Regards

[pejota]

Many thanks for your attention.

Could you please tell me how i can contact the customer service (by e-mail or chat), because by phone they only can speak in german and my german is not so good. 

Best regards.

[sPrinGfield02]

Hi,

Sorry i could not find any english contact 

Could you please mark this thread as "not solved" ?

I think you need some support from a Moderator. He will probalby not look at this Thread, if its marked as Solved

[Jens-K]

Hi pejota,

welcome to the Vodafone community!

When did you call us to open a trouble ticket for you?

If there is a regional problem our agents can tell when it will be fixed.

If you didn't open a trouble ticket yet, you can send me a private message with the following data: Your name, your customer  number, your customer password, your mobile phone number (for call backs and info SMS)

Also I need at least 3 Speedchecks:

- www.speedcheck.vodafone.de

- 3 speedchecks on different days during different times (morning, noon, evening)

- use a connection via cable (no WIFI, no powerline adapters etc.)

- no parallel downloads, streams etc.

- make sure no other devices use the network during the tests.

Regards,

Jens (Moderator)

[pejota]

Hi Jens,

Thanks!

One colleague called to Vodafone support, and they checked the problem. now it is ok. but It is strange, because the connection is not stable, means that  at the moment is the maximum speed(25 Mb), but one/two hours ago was 1 Mb. 

If i will have any problem, can i contact you? 

Best,

Pejota