Unstable kabel Internet, not able to work from Home

[Anshum]

Dear Support,

I apologise for writing in english but my german is not good enough to explain my problem.

My 1000 Mb Kabel connection is not working properly for over 3 months (very unstable ping - varies between 20 miliseconds to 1000 miliseconds). I am working from home, and I am unable to do video calls with my collegaues due to the unstable connection. The internet connection either just freezes at times, and keeps getting disconnected. 

That is an urgency for me as it is affecting my work.
I had also raised a complaint with your customer service and visited 2 vodafone centres, but this problem remains unsolved.

If this cannot be fixed, please let me know. In that case, I would like to cancel my contract and move to some other provider. 

Thank you in advance for your help!

Regards,

Anshum

[Claudia]

Hello Anshum,

which federal state do you live in? Please make a Pingplotter measurement to the services that you have trouble with. Use a direct ethernet connection for that. Do the ping problems occur at each time of the day?

Kind regards,
Claudia

[Anshum]

Hello Claudia,

I live in Berlin (ZIP: 10115). I have sttached the Pingplotter measurement here. The pingplotter measurement was done using ethernet.
Ping problems occur very frequently, almost every time of the day.

Request your help on urgent basis, as this problem is affecting my work meetings.
Regards,
Anshum

[Claudia]

Hello Anshum,

thank you for the additional information. Did you do the Pingplotter while being connected with the router? Which service do you use for the work meetings, could you do a Pingplotter to this destination as well? Please send it here and also send me a PM that contains your full address, the birthdate of the contractual partner and the customer number.

Kind regards,

Claudia

[Anshum]

Hi Claudia

Thanks for your feedback. Answering your questions below.

Did you do the pingplotter while being connected with the router? 

I switched off the WIFI and connected laptop through an ethernet cable to the router. 

Which service do you use for the work meetings, could you do a Pingplotter to this destination as well

I use googlemeet for video call. Attaching screenshot for this website.
I have also sent you a PM with my personal details.

[Wallace]

Hi Anshum,

we have a too high load in our network in the evening and therefore expansion work is already underway. According to current planning, the work should be completed by the end of July.

Regards

Wallace

[Anshum]

Hi Wallace,
Thank you for your reply.
Does this mean that there is no solution for the unstable connection till July end? This is not good, as it is affecting my office work everyday.

Is there any temporary solution to help me? Do you think changing the router can be helpful?
regards,
Anshum

[Wallace]

Hi Anshum,

Unfortunately we can't do anything until the expansion is completed and another router would not bring any improvement.

I can offer you a credit note until the completion. Is that okay?

Regards

Wallace

[Anshum]

Hi Wallace,
Thanks for your reply. A credit note will definitely be helpful, as we can use the money to buy another temporary internet solution. 

Regards,
Anshum

[Wallace]

Hi Anshum,

You have already been granted a credit note and this should appear on the July invoice.

Regards

Wallace