Low speed, high ping, high packet loss
ISpoonJelly
Netzwerkforscher
Netzwerkforscher

Hello,

I have been having some trouble with the connection for a while now.

Connection stability is very important for me as I rely on it to do my job from my home.

 

- Which product do you have? (e.g. Internet + Phone 32)  Red Internet & Phone Young 200 Cable

- Which modem/ router do you use? (e.g. Hitron) SAGEMCOM

- Do you use a rental device from us or do you have your own device? RENTAL

- What error occurs? (speed too slow; website not accessible etc.) Very low and unreliable connection, sometimes drops off making real-time applications like video conferencing unusable. Also very high ping and packet loss rate.

- Which browser do you normally use? (e.g. Firefox) Chrome

- What operating system do you have on your computer? (e.g. Windows) Windows/Mac

- Start and duration of the fault (beginning of April, permanent) Since last week

- In which state do you live?  Berlin

I have several devices at home which are all affected by the issue (PC connected via LAN, laptop and smartphone via WIFI)

 

Here is a sample from pingplotter 

plot.png

10 Antworten 10
Jens
Moderator:in
Moderator:in

Hello ISpoonJelly,

 

welcome to our community. What speed did you get on your PC with LAN? Is it different depending on the time of day?

The pingplotter is clean at the end. There are no losses. Only the servers in between do not answer, but pass the data. Smiley (fröhlich)

 

Regards

Jens

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Hello Jens,

 

I'm getting different results yes, but it all has the same pattern. High ping, less than half of the actual down speed (barely above 100Mbps) and super slow(1/100 actual) upload speed (<0.5Mbps rather than 50Mbps).

 

 

I'm attaching a screenshot of the results I'm having since yesterday. Even the small size screenshot takes very long to upload.

speedtest.PNG

 

Thanks.

pRo-Marco
Ex-Moderator:in
Ex-Moderator:in

Hi ISpoonJelly,

 

I can't see any issues with the connection. Please do a factory reset.

 

Kind regards

Marco

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Just did a factory reset, the problem still persists. The problem seems to be mainly with the upstream.

 

The graph attached shows that there is a clear drop since 3.June.2020 (that is the day where it peaked at 47.85Mbps) . Ever since, the average is around 1Mbps.

 

upload.PNGupload2.PNG

pRo-Marco
Ex-Moderator:in
Ex-Moderator:in

Hi ISpoonJelly,

 

I'd like to replace the modem for free, okay?

 

Kind regards

Marco

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Hi Marco,

 

Sounds good to me, as long as it is something else that this "SAGEMCOM" that was last replaced for me.

Claudia
Ex-Moderator:in
Ex-Moderator:in

Hello ISpoonJelly,

 

we cannot pick a certain type of router so it might be that you get the same router again. Shall we still make the task for the replacement?

 

Kind regards

Claudia

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Hi Claudia,

 

Yeah, let's still make the replacement.

 

Thank you,

Tarek

Martin59
Moderator:in
Moderator:in

Hello ISpoonJelly,

 

I've just made the exchange. You will receive the new device within the next few days. Just plug it in and send the old one back to us.

 

Best regards, Martin

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