frequent disconnection even after new router

[David00]

Hi there 
Since my German is not good, I'm writing here in English.

So I'm experiencing disconnection since a few months ago!  But since last month it has become totally  unreliable and frustrating. Last week I talked with support and they sent me a new router which I thought it would solve the problem, I was wrong! 

when I manually shutdown the router and on again it's good for a few minutes and then no connection although the Internet LED on the router is on.

info:
What contract do you have?  (eg internet + telephone 100) Red Internet & Phone 50 Cable

Which  modem  / router  do you use?  (eg  Hitron )   arris tg3442de 

Do you use a rental device from us or do you have your own  device  ? rented (I think ?: smileyindifferent 🙂

Which error occurs?  (Speed  too  low; packet loss)  80% or more packet loss 

How is your terminal with the modem connected? WLAN and Lan
Which browser do you normally use?  (eg Firefox) Chrome and FIrefox (really doesn't matter)
What operating system do you have on your computer?  (eg Windows) Win 10 and Ubuntu
Start and period of the  disruption  (eg since the beginning of April; only in the evening) last month


 
 -)

[Manu]

Hi David00,

i would like to have a look on your router and connection. Would you please send me a DM with your name, address, customer number and date of birth.

Sign in again here, when the message is sent.

Best Regards, Manu

[Manu]

Hi David00,

thanks for your response.

I´ve checked your connection, there are still disconnects. I would like to send a technician again, it seems, there is still something wrong with the values.

Is that ok for you?

Best Regards, Manu

[David00]

Hi Manu,

Yes, there is still something wrong with my connection. 

Yes it's Ok , just set the appointment for afternoon please .

Thanks in advance

[Manu]

Hi David00,

I have assigned the technician, the colleagues will contact you by phone and you can then make an appointment directly.

Please let me know here again when the technician has been at your place.

Best Regards, Manu

[David00]

Hi @Manu ,

My connection still is not stable and it's becomming a reall pain in the neck!
we are working from home and we need a stable connection as we were promised!

Thanks 

[Martin59]

Hi David00,

it is necessary to call in a new technician so that the fault can be rectified.

The second is that we have to take certain precautions due to current developments. Therefore we need to know if there have been any symptoms in your household that could be related to Covid-19. We do not want to offend you, of course, but on the other hand we do not want to endanger more people unnecessarily.

Best regards,Martin

[David00]

Hi @Martin59 ,
Thanks for the reply,

Alles gut, I understand the situation , No ,there is no symptom related to Covid-19 as far as I know in our building. And last time the technician was at my home he said that the problem maybe is related to the old cables! I don't know. 
By the way I'm home anytime next week.

Viele Grüße 

[Wallace · Accepted solution]

Hi David,

the technician will contact you soon to make an appointment.

Regards

Wallace