Very slow internet and constant WiFi disconnections

[Bryan]

First of all, I'm sorry for not sending this message in German. Unfortunately, I don't speak German yet and I'm not able to communicate in the language.

I subscribed to Kabel Deutschland Internet & Phone 400 a few days ago, and since I received my Cable router (a Sagemcom FAST5460 with the firmware  6.0.1.49 IMS KDG) I'm not getting the network speed stated in the contract, any time at all.

I ran several Vodafone speed tests through the last few days and I always get something below 25 Mbps, either through Cable or Wi-Fi. Even outside peak times, it's always below that.

I followed all the troubleshooting tips on the website and none of them worked so far. Also, I access the internet with up to date devices (mainly a 2017 Macbook) and even still I'm not being able to get the correct speed.

I'm sending one of the latest speed test results attached to this message.

By the way, apart from this problem, some of our devices get disconnected every 5 minutes from the WiFi router, and this is also being an annoyance.

If you have an idea of what might be the problem and how I could solve this issue, I'd be very thankful.

[Claudia]

Hello Bryan,

it's absolutely no problem that you don't write in German, as long as you are willing to gracefully ignore all the mistakes we make in English :). So, about your Internet connection: The speedtest indicates that the speed arrives at the modem, but there seems to be a bottleneck after that. Did you check if there is a programme that slows you down?

Regarding the WiFi disconnects, which devices are affected? What software do they have?

You may also send me a private message with your address and customer number, so I can check your access. Please reply here after you sent the details.

Kind regards

Claudia

[Bryan]

Hello Claudia,

Thank you very much for your response.

I don't think there's any impediment for the internet speed. I tested in different times, with all programs closed and with different devices: Mac and Windows PCs but also iPhones and Androids. The speed is always consistently low (about the range shown in the screenshot) in all of them. In peak times the speed is even lower, getting to 8Mbps.

And about the connection drops, it happens on Android smartphones, mostly.

Kind regards,
Bryan

[Claudia]

Hi Bryan,

the signal data of your modem look horrible. I'll send you a technician to fix this, after that the connection should be better. You will receive a call to make an appointment with the technician.

Kind regards

Claudia

[Bryan]

Hi Claudia,

The technician visited my house and apparently fixed the modem signal (he showed to me the difference between the old signal and the new one). However, that didn't fix my internet problems. The speed is the same as before and I still don't get my problem solved. What else can you do to fix my problem? I'm very frustrated by this, it's been about a month of Vodafone and I didn't get even 10% of the contracted speed. Here's a screenshot of a new speed test from today.

Kind regards,

Bryan

[Claudia]

Hello Bryan,

currently there are several downstreams where the signal is still bad, so I'm afraid another technician will have to come to you. I will make the task if you agree.

Kind regards

Claudia

[Bryan]

Hello Claudia,

Thank you very much for the attention. I agree, if you can send another technician to my home to look into this, it would be great. One thing I didn't quite understand: will someone from Vodafone call me to schedule the time of the visit or are you going to do this?

Kind regards,

Bryan

[Claudia]

Hello Bryan,

the disposition from the technician will call you for the appointment, I gave them the number that is deposited in our system. It's a cell phone number that ends with 684. As tomorrow is a nationwide holiday, I assume you will be called on Friday.

Kinde regards

Claudia