Problems with Latency / Lag Spikes / Packet-loss

[Adrian123]

Around april, I have switch my contracct from 500 Mbps to 1000 Mbps. At the same time I was provided a new modem by Vodafone. Since then I have been having frequent, sporadic, issues with my connection: lag spikes, packet loss, connection drops.

The issues could occure at any time of day or night.

About half of the time I could solve the issue by a modem restart.

The problems only became worse over time. Since about 3 weeks, the packet loss seems to be constant. Restarting the modem does not help. Online games are unplayable.

I have made a ticket via phone customer suppor. The ticket was closed the same day stating that no issues could be obeserved on Vodafone's end and i need to check it on my side.

The modem and cables were provided by Vodafone. The Modem configuration was also done by Vodafone.

There is nothing to check on my side.

I have provided below measurements that I did over time with PingPlotter.

Welchen Vertrag hast Du?

Vodafone CableMax 1000

Welches Modem/ Router nutzt Du? (z.B. Hitron)

Vodafone TG3442DE

Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?

Leih-Gerät, siehe oben.

Welcher Fehler tritt auf? (Geschwindigkeit zu gering; Packetloss) Schick dazu auch Screenshots von Speedtests (mit Datum und Uhrzeit) und Tracerts/ Pingplotter-Messungen bei Packetloss oder Ping-Problemen

2020-07-20 20_26_05

2020-07-20 20_08_38

2020-07-01 11_29_41

Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN)

LAN für PC

WLAN für Smartphone

Welchen Browser verwendest Du normalerweise? (z.B. Firefox)

Google Chrome

Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows)

Windows 10

Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend)

Seit Vertrag und Modem vechseln im April. -> Sporadisch, aber sehr häufig.

Ziemlich schlecht seit 3 Woche.

Lade dazu noch einen Screenshot von den Signalwerten hoch. Diese findest Du in der Benutzeroberfläche Deines Kabelrouters über 192.168.0.1 bzw. über 192.168.178.1 bei der Fritzbox.

Downstream-Kanäle

Kanal ID Kanaltyp Frequenz (MHz) Modulation Empf. Signalstärke (dBmV/dBuV) SNR/MER (dB) Lock Status 33 OFDM 167~324 256QAM 2.4/62.4 42 JA 0 OFDM 0~0 UNSUPPORTED 0/60 0 NEIN 2 SC-QAM 146 256QAM 2.1/62.1 39 JA 3 SC-QAM 154 256QAM 2.5/62.5 40.4 JA 4 SC-QAM 162 256QAM 2.3/62.3 40.4 JA 5 SC-QAM 602 256QAM 4.6/64.6 40.4 JA 6 SC-QAM 618 256QAM 5/65 40.4 JA 7 SC-QAM 626 256QAM 4.9/64.9 40.4 JA 8 SC-QAM 642 256QAM 4.8/64.8 40.4 JA 9 SC-QAM 650 256QAM 4.8/64.8 40.4 JA 10 SC-QAM 658 256QAM 5.3/65.3 40.9 JA 11 SC-QAM 666 256QAM 5/65 40.4 JA 12 SC-QAM 674 256QAM 4.7/64.7 40.9 JA 13 SC-QAM 682 256QAM 4.9/64.9 40.4 JA 14 SC-QAM 690 256QAM 5.3/65.3 40.9 JA 15 SC-QAM 698 64QAM 0/60 37.3 JA 16 SC-QAM 706 64QAM -0.2/59.8 37.3 JA 17 SC-QAM 714 64QAM -0.7/59.3 36.6 JA 18 SC-QAM 722 64QAM -0.9/59.1 36.3 JA 19 SC-QAM 730 64QAM -0.6/59.4 36.6 JA 20 SC-QAM 738 64QAM -0.5/59.5 37.3 JA 21 SC-QAM 746 64QAM -1.9/58.1 36.6 JA 22 SC-QAM 754 64QAM -2.4/57.6 36.3 JA 23 SC-QAM 762 64QAM -1.9/58.1 36.6 JA 24 SC-QAM 770 64QAM -1.6/58.4 36.3 JA 25 SC-QAM 778 64QAM -0.5/59.5 37.3 JA 26 SC-QAM 786 64QAM -1/59 37.3 JA 27 SC-QAM 794 64QAM -1/59 35.7 JA 28 SC-QAM 802 64QAM -0.9/59.1 36.3 JA 29 SC-QAM 810 64QAM -0.7/59.3 36.6 JA 30 SC-QAM 818 64QAM -1.2/58.8 36.3 JA 31 SC-QAM 826 64QAM -1.6/58.4 36.3 JA 32 SC-QAM 834 64QAM -2/58 36.3 JA 1 SC-QAM 138 256QAM 1.9/61.9 39 JA

Upstream-Kanäle

Kanal ID Kanaltyp Frequenz (MHz) Modulation Send. Signalstärke (dBmV/dBuV) Ranging Status 5 SC-QAM 59 64QAM 45.5/105.5 Erfolgreich 8 SC-QAM 36 64QAM 43.5/103.5 Erfolgreich 7 SC-QAM 46 64QAM 43.5/103.5 Erfolgreich 6 SC-QAM 52 64QAM 45.5/105.5 Erfolgreich

[Tobias]

Hey,

I'd be happy to take a look at the connection 🙂 Do you send me your customer data (customer number, name, address and date of birth of the contract holder) via private message?

Then please let me know in the post when you have sent me the data.

Regards

Tobias

[Adrian123]

Hello,

Thanks for the reply. I have sent you my customer data.

[Adrian123]

Hello,

Since a month I have not received an answer to the connection issues.

Although the situation seems to have improved a little, the issues still happen very frequently.

I have attached some more measurements.

The issues seem to start even from the very first loop, where there is always high latency between my house and the Vodafone network .

29.07.2020:

26.08.2020:

[Martin59]

Hi Adrian123,

Sorry that you have not received an answer yet. Does it get better after a restart of the cable router?

Best regards, Martin

[Adrian123]

The measurements I have posted were after a router restart.

However the situations with very high latency issues seem to be solved by a router reset.

I am observing issues also on my smartphones, with youtube videos sporadically not starting/hanging and video-calls sporadically hanging. On 4G (also Vodafone) I do not have these issues.

[Claudia]

Hello Adrian123,

we may try and replace the modem to see if that helps. Shall I make the task for that?

Kind regards,

Claudia

[Adrian123]

Ok.

How will it go, I first receive the exchange router, and then I send my current one back?

[Claudia]

Hello Adrian123,

exactly, you will get the new router by mail and send the old one back to this address

Vodafone Kabel Deutschland GmbH

c/o DHL Paket

Am Tower 222

90475 Nürnberg

Do you want me to use your home address for the new device?

Kind regards

Claudia

[Adrian123]

Yes, pleas send it to my home address.