Langsam internet (slow and interrupted internet)

[Misun]

Hallo, enschuldigung fur Englisch. Ich konnte keine Hilfe von Hotline bekommen, weil ich nur ein bischen Deutsche spreche.

Hello, I have moved to the current flat about a month ago and since then I signed up for Red Internet+Phone 200 Cable. Unfortunately, I have constant slow + interrupted internet problem since then. Video call and streaming is interrupted every now and then (it's random. if I'm lucky, call is uninterrupted up to 30min but most times, it is interrupted within a few minutes).  It happens at night and morning (I don't know how good the connection is during the day time because I'm at work).

I did Speed test on Vodafone website and other website, and the download speed varies from 3~50Mb/s (. Upload speed is usually good close to 50Mb/sec. (when I skype my family abroad, they often say they can still hear me when I can't hear them due to connection problem.  Maybe it is related to poor download, and relatively good upload performance?). I checked internet connection with both LAN and WLAN setup. LAN is faster than WLAN but still below 50Mb/s and that is interrupted too. I mostly use Chrome on Windows laptop and Android smartphone, internet connection is unstable for all devices I tested. So I'm sure it is genuine internet problem, not a phone/laptop problem.

My router is Vodafone Station(model:cga4233de, Firmware version: 1.0.9-IMS-KDG), and I attached the channel information (DOCSIS status.).

Any help would be greatly appreciated. It is very sad and painful that I can't have a good quality call with my family abroad.

Thank you

Misun

SpeedCheck Messergebnisse

Datum, Ticketnummer, Download-Geschwindigkeit, Upload-Geschwindigkeit Latenz  

2019-11-01 23:06:49, NPB62,    26,8 Mbps   29.2 Mbps   55ms (LAN)

2019-11-01 22:58:39, B4ANQ,   2,3 Mbps     33,8 Mbps   57 ms (WLAN)

[pRo-Marco]

Hi Misun,

I'll check the connection. Please send me your name, address and customer number by PN. Please also let me know here if you have sent the message.

Kind regards

Marco

[Misun]

Hi, I just sent the private message.  

Best wishes,

Misun

[pRo-Marco · Accepted solution]

Hi Misun,

the signal is bad. I would like to have a technician take a look at it on site free of charge. If this is okay for you, then I need a german mobile phone number so that we can make an appointment.

Kind regards

Marco

[Misun]

Hi, I sent my mobile number to you via Private Message. Thanks

[Tobias]

Hey,

Hey,

i created the appointment for you, my colleagues will contact you 🙂

Regards

Tobias

[Jens]

Hello Misun,

you contacted use by pn, that your connection is bad again and restart the cable-router sometimes.
Can you tell me any times?

Regards Jens

[Misun]

Hi Jens

Internet is reusable again from yesterday.  I thought someone read my private message, and already fixed something for me! Wasn't it the case?  

I would really appreciate if someone can monitor the connection. Yesterday and today, there were still short times that Internet was disrupted (but it came back again). So I think something is still not very stable.. (should I send my name,address, customer number again via PN)?

Thanks,

Misun

[Martin59]

Hello Misun,

I got your message, thanks.

However, we have not yet taken any action.

The line itself looks very stable now and there are no signs of breakdowns.

Do you still notice any impairments?

Many greetings, Martin

[Misun]

Yes, the connection is stable now. I will write here again if the connection problem occurs again. 

Thanks and have a nice day!