Red Internet & Phone 400 Cable barely working after 8PM

[lauretta82]

Hello,

I have a Red Internet & Phone 400 Cable contract and since I moved to Berlin, Schoneberg in April 2019, I get around 10% of the advertised speed.
Since two months the situation got so bad, that after 7/8PM Internet is basically not usable for any serious work.
I'm a freelance working from home and I recently got a client in the US, which often forces me to work after 8/9PM. Unfortunately, because of the poor internet speed, I can barely do a videoconference with my client.
This is affecting my business.
I tried to get out of this Vodafone contract, but the first available date is April 2021, which is not acceptable. I often work out of coworking spaces, because I can get a decent internet but 1) they are not free 2) the current covid situation in Berlin makes working in an open space dangerous. Also, can't really use mobile, because I have a plan with only 20GB and it dries out pretty quickly.

Now, I frankly don't know what to do.

Since I had this contract, I got max 10% of the advertised speed. I tried to contact Vodafone customer support several times, but nobody speaks English and I end up waiting one hour until the line drops. I would leave Berlin at this point, just to have a 1st world internet connection, but I can't.
I hope that Vodafone support is going to reach out and help me to get out of this contract so that I can sign up with a provider that GUARANTEES at least 70% of the advertised speed.
I would also contact an attorney, since this is a scam under every light I see it, but I know it would just be a waste of money.

Welchen Vertrag hast Du?
Red Internet & Phone 400 Cable

Welches Modem/ Router nutzt Du?
Fritzbox 6490 Cable

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

Welcher Fehler tritt auf?
Internet download speed drops from 25/30 MB/s to 700Kb/s after 7/8PM. Vodafone speed test always shows 100Mb/s or even higher speed even when Internet barely works.
During the day, I never get more than 25/30 MB/s which is very far from the 400MB/s offered in the contract

[Manu]

Hi lauretta82,

would you please send me you name, address, date of birth and customer number via PM? So I will have a look at the connection.

Please sign in here again, when the message is sent.

Best Regards, Manu

[lauretta82]

Thanks for your reply.

Information sent as PM.

[Manu]

Hello lauretta82,

thanks for the data. everything is fine at your connection. How do you measure the speed? Via Ethernet directly at the box?

Do you have a screenshot of a speedtest for me?

Many greetings, Manu

[lauretta82]

I have a Windows computer connected through ethernet and an OSX laptop using wi-fi. The results are the same: in the evening, the bandwidth is much lower than during the day. The vodafone speed test always shows 200Mb/s, which is a joke, because I  get barely 30Mb/s during the day.

I'm not sure what do you mean when you say that everthing looks good. Is it considered "good" for vodafone to pay for 400Mb/s and get an effective bandwidth of 25/30Mb/s?

Anyway, you should probably monitor the bandwith during the evening.

And my question still stands: how can I get out of this contract as soon as possible?

[Manu]

Hi,

with good I mean, all signals at your router are fine. No error rates or something like this.

If you get only 30 MBit/s at daytime, I can send you a technichian to check the connection at your side.

If you want to quit the contract, you can correspond with my colleagues from our complaint management.

Post address:

Vodafone Kabel Deutschland

Kundenservice

99116 Erfurt

Best Regards, Manu

[lauretta82]

Hello,

just to be sure I understood correctly. The only way to contact your colleagues in the complaint department at Vodafone, a company that sells internet and mobile connectivity, is to send a letter?

This is the Vodafone.co.uk complaints page: https://www.vodafone.co.uk/help-and-information/complaints

This is the Vodafone Italy complaints page: https://www.vodafone.it/portal/Privati/Per-il-Consumatore/Home/Carta-del-Cliente/Reclami-consumer

They both allow contacting the complaint department via chat or email. I would think that Vodafone Germany is trying very hard to make the complaint procedure very complicated and byzantine. I'm sure is not the case and you must have an email.

[Tobias]

Hey,

well, as you said, its italy and UK, not Germany - you have to write a letter, yeah.

Regards

Tobias

[lauretta82]

And what is the timeframe for receiving an answer? And what happen if there is a longer conversation? We keep on sending each other letters?

[lauretta82]

Also, what am I supposed to write to your letter-only colleagues?

You are claiming that "everything is fine" on your end - but I obviusly have a problem - otherwise, I would not be here wasting my time.

As I mentioned in the first post, the situation is damaging my business, because the connection is so slow after 8/9PM that even having a zoom call gets complicated. The situation requires an urgent resolution.