Unpredictable network disconnection

[Hongpeng_Zhang]

Hello,

I'm using the 1000Mbit Kabel internet service of Vodafone. I live in Eggenstein, 76344, Ba-Wu. Since January of 2020, the internet service always disconnects unpredictably. Now I think it loses connection twice a day. Although I could reboot it to make it 'run' again, this won't solve the problem.

When in error, the Vodafone station front cover LED usually be like : Phone LED Blinking (red), Internet LED on (white), WiFi LED on (white), Power LED on (white). But actually, I'm impossible to connect to it via wifi or ethernet. If I pull out the multimedia cable,  the LEDs won't change. Which is weird and makes me wonder: is it a problem inside the Vodafone Station Hardware? 

Looking forward to your reply!

[R4mona]

Hi Hongpeng_Zhang,

sorry for the wait. Currently we need a little longer to answer. 
 

In order for us to get an overview, it is important that you please answer the following questions .  This will make it easier for us to narrow things down together.

Kind regards

R4mona
 

[Hongpeng_Zhang]

Hi,

Here are the informations of my situation.

1. Contract: Red Internet & Phone 1000 Cable.

2. Using Vodafone Station.

3. Rental Vodafone Station.

4. Sometimes lost internet connection. Both LAN and WiFi.

5. PC using LAN to connect to the Vodafone station. Another TP-Link Wifi extender using wireless mode.

6. Browser: Google chrome.

7. System: Windows 10.

8. The problems occurred unpredictably. Usually happens in the afternoon.

9. Baden-Wurttemberg state

[MariaK]

Hello Hongpeng_Zhang,

I would like to take a look at your line and start a fault analysis.

Can you please send me a PN with the following details:

Name of the contract holder

Date of birth

Street + house number

postcode + city

State

Customer number

current mobile phone number

Please let us know briefly here if you have written us a PN.

Many greetings,

Maria

[Hongpeng_Zhang]

Hi Mariak,

I just sent my information to you via PN. Please check it.

Thank you for your time!

Best regards,

Hongpeng

[MariaK]

Hello Hongpeng_Zhang,

Thank you for your message. Unfortunately, we are so busy at the moment that it will take a little longer for us to reply. I apologise for this.

I have looked at your connection and some values are out of tolerance. That's why I have now created a technician ticket. This will now be forwarded to our technical service partner. They will first try to solve the problem remotely within the next 48 hours. If this is successful, you will receive a notification by SMS. If this was not possible remotely, a technician will contact you.

Best regards,

Maria