Red Internet & Phone 100 Cable - The connection drops completely randomly throughout the day

[rduric]

Hi,

I'm hopping I can get some help here, since my German is not very good I decided to try here before calling the customer service hotline. Below are the details of my contract, situation and what I have done already to try and resolve the issue:

• Contract: Red Internet & Phone 100 Cable
• Modem: CH7466CE / Firmware version 4.50.20.3
• Router: ASUS RT-AC58U
• The router is my own the modem is a vodafone rental
• The Internet domcpletely drops randomly throughout the day wihtout any specific reasons. When I enter the modem settings @ 192.168.0.1 I can see that the option "modem" has the status in process.
• The devices connect to the Wifi connection from the ASUS router, which is connected to the modem directly 
• Chrome
• Windows 10, Android phone and an iPhone
• The issue started recently about two weeks ago from the day of posting this and has since increase in it's frequency 
• So far I have tried the following options:
  • Unplug the router and connect directly to the wifi of the modem
  • Connect the device directly to the modem via a LAN cable
  • Restarted the router several times one thing I noticed here when the modem is in status "processing" restarting doesn't do anything 
  • I have done a complete factory reset on it, however, the issue still persists
• 10965, Berlin, Berlin

Unfortunately I haven't taken a screenshot yet, however, considering that this is happening several times a day I'm sure I'll be updating the post with one shortly. I'm looking forward to your replies and assistance as I am currently baffled by the issue.

[Moni_GK]

Hello rduric,

I'd be happy to take a look at the line. Please send me a PN with your customer data (name, address, customer number and date of birth).

Please contact me here again when you have sent me the data.

Kind regards

Moni

[rduric]

Hi Moni,

Thank you for taking the time to look into this. I have sent you the details you requested via a PM.

Stay safe!

Robert 

[Moni_GK]

Hello rduric,

here are some bugs on the line.

A technician should take a look at this on site. Would that be all right and will the colleague come with you to the house system?

Under which telephone number can the colleague make an appointment with you?

The second is that we have to take certain precautions because of current developments. Therefore, we need to know if there have been any symptoms in your household that could be related to Covid-19. Of course we don't want to offend you, but on the other hand we don't want to endanger more people unnecessarily.

Kind regards

Moni

[rduric]

Hi Moni,

Absolutely. Thank you so much for your help so far. Is it ok if I send you the phone number via a PM?

And I understand the asking of the question I actually find it great that you check before sending someone here. There have been no symptoms in the household that could be related to Covid-19. Are there any other measures that we should take for the technician to feel safer? We can also wear our masks while he/she is here.

Kind regards,
Robert 

[rduric]

Oh I forgot to mention we will be going away for vacation from the 5th of July until the 24th of July. So if we schedule a technician it would have to be either before the 5th or after the 24th.

Best,

Robert 

[Moni_GK]

Hello rduric,

yes send me the number by PN. The appointment should be feasible before the holiday. Usually the appointments are very prompt.

Kind regards

Moni

[Moni_GK · Accepted solution]

Hello rduric,

the technician is assigned. The colleague calls you to make an appointment.

Best regards
Moni