New customer. The internet is terribly slow all the time (~10kb\s)

[Razoom]

The Internet is slow as hell all the time (~10kb/s)

Vertrag:

- Red Internet & Phone 50 Cable

Modem:

- Model No: TG3442DE

- HW-Version: MP1

Problem:

- A Vodafone employee installed a modem in my apartment on July 14th. The speed was terrible, but I thought it was temporary. But no. For 6 days now, the speed has been stably awful (~10kb\s). I tried restarting the modem, tried connecting with a LAN-cable to my laptop, using another device to access the Internet, disconnecting the modem for 10 minutes and nothing helped. In the morning, day, evening and night, the speed never rises above 10kb\s. I tried to download a 300mb file and it took 8 hours. I can’t even open the forum.vodafone.de portal without pain. What should i do in this situation? I know that the speed can drop due to the high network load, but it can't be that bad, right? =(

[Claudia]

Hello Razoom,

so both the speed over WiFi and via ethernet is low? Did you try a factory reset? What's your federal state?

Kind regards,

Claudia

[Razoom]

Hello Claudia,

yes i tried everything that came to mind. Including reset to factory settings. The speed is low over WIFI and via ethernet. I live in 01189 Dresden, Sachsen. I can't call technical support because I still don't speak German well =(

[Claudia]

Hello Razoom,

what a beautiful city :). I would like to check your access, please send me a private message that includes your full name, address, the date of birth of the contractual partner and the customer number. Please leave a short reply in this thread after you sent the details.

Kind regards,

Claudia

[Razoom]

Hello Claudia,

i sent you a private message.

[Claudia]

Hello Razoom,

thank you for your data. The signal looks good so far and there is no known network load. A high utilisation would rather occur in the evening, but your speed is low all the time. I'd say we replace the modem as a first step, maybe it is defective somehow. What do you think?

Kind regards,

Claudia

[Razoom]

I am, of course, ready to try. What should I do? As far as I know, will I need to send a modem to Vodafone?

[Claudia]

Hello Razoom,

yes, the current device needs to be sent back to us, the address is

Vodafone Kabel Deutschland GmbH

c/o DHL Paket

Am Tower 222

90475 Nürnberg

You should have a return voucher that came with the router. The new device should arrive next week.

Kind regards,

Claudia

[Razoom]

Hello Claudia,

ok. Thank you for your help. I will send the modem shortly. I hope replacing the modem will help solve the problem. Without the Internet, the usual life has stopped. Is the voucher a card with wifi-password?

[Martin59]

Hi Razoom,

Claudia said that you get a shipping label for the return. This is included with the new router.

You will find the W-LAN password on the back of the new router.

Best regards, Martin