Issues with Internet Speed (Up/Down) and High Ping: Red Internet & Phone 1000 Cable

[EAM2020]

Hello,

My apologies for the post in English, unfortunately, I do not speak German and unable to talk to support since they do not speak English also. 

Last several days I noticed an issue with Internet access speed:

I have around  60 Mbit UP and 1Mbit Down, ping around 100ms. Speedtest ID example: tktwv94w2wyc.

Sometimes it becomes better, sometimes worse, but overall speed test is far away from my tariff is offering.

Tried to reboot the router several times: does not help.  

Below the information which might be helpful:

• Which contract do you have? Red Internet & Phone 1000 Cable
• Which modem / router do you use? ARRIS TG344DE
  
• Do you use a loaner device from us or do you have your own device? Vodafone Device
• What is the error?  Low speed, high ping 
  
• How is your terminal with the modem connected? Gigabit LAN, cable CAT6
• Which browser do you usually use? Chrome 86.0.4240.111
  
• Which operating system do you have on your computer? macOS Catalina 10.15.7
  
• Start and period of the disturbance: Last several days
• Upload a screenshot of the signal values. Please find the screenshot below
• What measures were carried out by the fault hotline (available at 0800-5266625)? Unable to talk to support since I do not speak German.
• In which state do you live? Bavaria

Appreciate any advice/assistance. If any other information required please let me know.

Thank you.

Regards,

[EAM2020]

Sorry, I've incorrectly defined the speed issue in the previous post.

Currently, I have 60 Mbps DOWN and 1Mbps UP whereas my tariff offers 1000 Mbps Down and 50 Mbps Up. (!)

Regards,

[Claudia]

Hello EAM2020,

we still have your data from a former thread, so I could already check your line. There's a problem with the return path that causes the low upload, I made a task for you. Regarding the download speed, is it low in the evening only? Please make a speedtest via ethernet in the morning to check that.

Kind regards,

Claudia

[EAM2020]

Claudia hello,

Thank you for your reply and support.

I measured speed metrics yesterday and today during morning/evening time and they look much better now: ~950 Mbit Down and ~ 35 Up.

I'll continue to monitor for a couple of days, if everything is fine, then thread can be closed.

Thank you.

[brunofracalossi]

Hi,

I'm facing exactly the same problem during last 5 days ...  Could you please help me with that? I live in Berlin, zip code 14199....