Vodafone Red Internet & Phone 1000 Cable - help needed

[Majkella]

Hello Vodafone Team,

I hope you don't mind me writing in English. I have only recently moved to Berlin and my German is not good enough yet.

I have had an internet with you since a couple of days now and it's been schockingly slow and intermittent. It appears to be a common problem, having gone through this forum. In my case there are two main issues:

1. The internet is very slow, not even close to what has been promised. At best I can reach a download speed of 100Mbit/s and upload speed of 40Mbit/s. Most of the the time the download speed is in the order of 50Mbit/s. And this is measured on LAN, at various times of a day, with only one laptop connected. I used http://breitbandmessung.de to do the test, but any other speed checking site shows similar performance.

2. While on WhatsApp, the video and voice call can last for maximum of 5 minutes. After that it simply drops a call due to problems with connectivity, as if there was no internet at all. In fact, it looks like the wifi signal is lost every now and then to be re-eastablished shortly after. This has never been an issue before on exactly the same devices but with a different internet provider.

The internet signal is as strong as it can get. The router is from Arris.

Can you please help get that sorted?

Thanks, Michal

[Majkella]

[pRo-Marco]

Hi Majkella,

your plotter seems to be okay. The ping to the target shows no packetloss or high ping.

But if you want, we can replace the router for free, okay?

Kind regards

Marco

[Majkella]

Hello @pRo-Marco 

That would be much appreciated. Do you have a selection of routers or is TG3442DE from Arris the only choice?

Let me know if you need more details for the replacement.

Cheers,

Michal

[Majkella]

@pRo-Marco @Moni_GK @Tobias @Claudia 

@pRo-Marco kindly offered to replace my router. How is this going to be arranged? Just to remind, unfortunately I don't speak German so it would be great if technician was aware of that. 

[Claudia]

Hello Majkella,

honestly, I don't find a reason for replacing the modem as there is no problem on the targets. We may send a technician to check the line, if he finds that the reason for the packetloss and ping is within your home network he may charge the service fee. If he replaces the modem because it is defective you won't be charged.

Kind regards,

Claudia

[Majkella]

Dear @Claudia 

Your message puzzled me. It reads like you haven't bothered to follow the full thread. I'd love to hear more about your suspicion of the home network not performing well, and not the router. I would also appreciate the list of steps taken to convince yourself that the router is not a problem. 

In the meantime, please send the technician and take the full ownership of the Vodafone not delivering on the contract. Instead of threatening me with any extra costs. So far I have wasted a lot of time and effort trying to resolve this. And on top of this are the extra mobile network costs incurred because your router kicks my phones out of the WiFi. 

I'm available anytime this week and next week. What day do you propose?

[Majkella]

Dear @Claudia , @pRo-Marco, @Moni_GK, @Tobias 

I've just on your forum a thread with exactly the same issue: https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/Whatsapp-Skype-amp-Slack-audio-video...

and it was @Cla  who have authorised a replacement of the router. The person in the above thread replaced the Arris router with his own and the problem went away. Can you explain this to me and provide more details on how you proposing to resolve my problem?

[Claudia]

Hello Majkella,

searching through other threads with a completely different situation surely won't help. The net and Pingplotter look good, so the hint with the technician and service fee is no threat, but an explanation. There is already a task from yesterday that will be checked by the second level.

Claudia

[Majkella]

@Claudia,

and here I am puzzled once again. How is it a "a completely different situation"? I kindly refer you to my original post, once again. In there I said there are two problems, one with the internet speed, and second with the WhatsApp calls being disconnected every few minutes. The only difference is that the person from the link didn't do any speed tests.

Yes, there is already a task because I have managed to call somebody in your helpline who was kind enough to speak English. That's a massive improvement, given that we've been chatting here for last 2 weeks with no progress. Your helpline also aknowledged that this is not normal and should be investigated in more details. A big difference to what I have been told so far here.

Anyway, let's see what comes out of that. In the meantime, is there a list of Vodafone approved routers? Would you be so kind and post it here, please?

[Manu]

Hi Majkella,

I'm sorry for the trouble. As I have seen, our second level has now also arranged for a router replacement. If it hadn't been done by now, I would have done it.

Please report back to the thread when you have connected the new router.

Can I give you a 50% credit for the month of May for the circumstances?

Best Regards, Manu