Slow download speed

[AddYourNameHere]

Dear,

I have a  Red Internet & Phone 500 Cable   contract since February, 2018, which was working fine, had a complaint at the beggining but a technician came to the apartment and fixed it, no problem.

But since last Sunday the download speed is unbarable slow. I'm paying for a 500MB connection but the download does not go further then 30MB anymore. What is more weird is the 50MB without an issue.

I already tried rebooting, speed test with cable, the results are always the same.

I really need it fixed since it affects badly my work.

Tried contacting customer service twice but they keep sending me to this forum.

 Postal code: 96052

Edit: @AddYourNameHere moved to the right board

[AddYourNameHere]

It seems that a word is missing and I can't edit anymore.

I meant: What is more weird is the upload stays at 50MB without an issue.

So the issue is only with download speed. I turned wifi-off and tested the speed direct by cable, had the same slow speed result.

[Manu]

Hi AddYourNameHere,

I'm gonna take a look at this. Please send me your name, address and customer number in a private message?

Do you only have the impairment at certain times of the day or does it make no difference what time of day?

Please get back to me when the message is out.

Best Regards, Manu

[AddYourNameHere]

Thanks for your help, I sent you a private message.

And it happens at any time of the day.

I was at home yesterday and the speed was slow the whole day.

[Manu]

Hi AddYourNameHere,

thanks for the message. It includes all I needed.

I got a look at your line, signal readings are off. Some frequencies are incorrectly levelled. A technician should check it out on site.

Is it possible for you to make an appointment by phone in German? Because the colleagues will call you.

Please send me your current phone number in a PM, because we have two numbers on file.

Best Regards, Manu

[AddYourNameHere]

Thanks, I sent you a message with the contact details.

[Steffi]

Hello AddYourNameHere,

I've placed an order. The company in charge will contact you for an appointment. I also noticed that you only speak English.

Regards

Steffi

[AddYourNameHere]

Thanks for the help, yesterday the technician came to my apartment, checked that the signals were bad as you mentioned and fixed it.

Now it's working perfectly. The downside of all this was waiting almost 2 weeks to have it fixed.

Thanks again.

[Jens · Accepted solution]

Hello AddYourNameHere,

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@AddYourNameHere@  schrieb:

Thanks for the help, yesterday the technician came to my apartment, checked that the signals were bad as you mentioned and fixed it.

Now it's working perfectly. The downside of all this was waiting almost 2 weeks to have it fixed.

Thanks again.

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Thanks for your replay.

If you have future questions, feel free to ask and open a new thread.

Regards

Jens