Schlechte Netzqualität and manchmal Totalausfall

[DGB]

• Welchen Vertrag hast Du? Cable Max 1000
  
• Welches Modem/ Router nutzt Du? Vodafone Station TG3442DE
  
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät? Leih-Gerät? it is the vodafone router sent to us by vodafone.
• Welcher Fehler tritt auf? ALL the problems. often packetloss, often super high pings. Internet speeds are all over the place always changing. sometimes the internet does not work at all. Totalausfall happens at least once a day.
  
• Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN) Connected directly by LAN cable
• Welchen Browser verwendest Du normalerweise? Firefox
  
• Welches Betriebssystem hast Du auf Deinem Rechner? Windows 10
  
• Beginn und Zeitraum der Störung : Problems began end of March. Most evenings internet is the worst. But problems occur at all times of the day.
  
• Lade dazu noch einen Screenshot von den Signalwerten hoch. See attatchments
• Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625) durchgeführt? As far as i know nothing. I have called MANY times and they have been very unhelpfull.
• In welchem Bundesland wohnst Du? Berlin

[DGB]

Just an update. I recieved a text message this morning "ihr Auftrag 003-0262027/20 ist erledigt. This ticket was opened on the 18th of April due to our very slow (1mb) uploads. While the ticket might be closed the problem is still there. The test from 8;37am would be acceptable if it remained at those speeds or close. Im honestly getting incredibly frustrated with this. A technitian checked everything on my side. So the problem is still with you the ISP.

[Martin59]

Hi DGB,

for the download speed there is still an order open. This is related to expansion work which is being carried out.

The last ticket was closed because the interfering signal was no longer present and the upload was therefore ok.

You had another ticket created on 01.05.2020, the colleagues will take care of the processing.

Best regards, Martin

[DGB]

Hi Martin

What i dont undertstand is you say my uploads should be okay. But they are clearly not. A blocking signal was cleared but my internets certainly has not improved much.  The pattern that emerges is that late night and early morning the speeds are acceptable but as the day progeresses everything slows down (both up and download). on the 2nd a saturday where i assume ALOT of people in berlin/germany are online the uplaods were less than 1mb. Hów is this acceptable internet service? I understand you have limited information available but i hope you can understand my frustrations.

[DGB]

Im sure this is pointless but here are todays speedtests. Same pattern. When the world goes online. My speeds slowdown. To Be clear i very much understand that these are difficult times and i dont expect to reach the maxiumum speeds of 1000down/50up. Even 30% of both are totally okay.  But i do expect STABLE internet. Things like videos calls, online gaming and live streaming the reasons i use your service are all impossible with the internet currently provided to me by vodafone.I appreciate the work you do on these forums and recognise it can be challenging dealing with frustrated customers all day so thank you! For responding and tryíng to help.

[Martin59]

Hi DGB,

I just took another look. Meanwhile we got the info that the load now also affects the upload.

I can set you a credit for the duration of the disruption, which is 50% of the monthly basic amount.

Best regards, Martin

[DGB]

Hi Martin

While a 50% discount is apprecited, what i would really like is stable internet that works. I signed a contract with Vodafone and vodafone has so far failed at providing what was promised. The first day of my contract with Vodafone was 18th Februrar 2020.  My first complaint through calling your hotline was the 27th februrar 2020. Since then there have been only problems with my connection. An actual clear answer as to why would be greatly apprecited. Especially recently. I get an sms saying a problem is fixed and literally days later! You write to me on the forum saying well actually now there is a problem with both your uplaod and download. (i am talking about our most recent communication). At this time i have speedtests and pingplotter tests from the begining of April showing terrrible internet. If these issues are not fixed i will be ending the contract with Vodafone and changing to a different provider.

Kind regards

DGB

[Claudia]

Hello DGB,

the ticket from February 27th is still open and assigned to the downstream utilisation. I made a second one for the upstream. Unfortunately, there is nothing we can do to speed up the network extension. So shall we give you the refund?

Kind regards

Claudia

[DGB]

Hi Claudia.

My apologies for my very delayed reply. To be honest i have given up after two months of trying- If i accept the refund you have offered are there any other consequences i should be aware of? If not then i gladly accept. The internet has still not improved. I am surprised that the Ticket from the 27th of feb is still open as i cannot see it under Mein Srörungsticket in the Vodafone Kundenportal - i do see two but they are from the begining of this month. Im glad there is still some record of this somewhere. Could you maybe pm me this störungsticket number (from the 27th Feb) so i have it for my own records?

Thank you for your attention and time. I appreciate it very much.

Kind Regards

DGB

[ERFD]

Hello, DGB,

the credit note is a compensation for the insufficient performance in the evening. Unfortunately, we can't tell you the ticket ID publicly. We have sent you this on 27.02.2020, 22:21 o'clock by SMS.

Best regards Fred

[DGB]

Thank you for your response Fred. I have since checked and found the sms.

please aswer my question.  " If i accept the refund (credit note) you have offered are there any other consequences i should be aware of? "

ill ask this question in different words : If i accept this credit note will i still be able to cancel my contract with vodafone?

As you can see from the data above our connection has been worse than before the last two days -  It took me 20 min in order to upload the 210kb picture above.

I use the internet vodafone should be providing to do many things. morst importantly to work and study. So do the people i live with. I understand that you and the other poeople who respond to me on this forum are trying thier best but Vodafone has since Feburary the 27th catastofically failed me as your customer.  The conection has just gotten worse over time. I will be ending this contract as soon as i can. I plan to never use any product from vodafone again.

Ill repeat please answer my questions stated above.

" If i accept the refund (credit note) you have offered are there any other consequences i should be aware of? "

ill ask this question in different words : If i accept this credit note will i still be able to cancel my contract with vodafone?

DGB