Aweful Support

[EN2]

HI 

I am having lot of issues eversince I upgraded the to Cable Max 1000 2 months back. I am having repeated connection drops when i am on Webex Calls. The average speed I get is around 16 MBPS (checked via Vodefone Speet test) when the subscribed plan is 1000MBPS. I have repeatedly called the support line and finally 3 weeks back they acknowledged some problem and booked an appointment with a technician  . After taking day off and waiting for technitian, he / she never turned up instead got a call from someone that they cant solve our issue as they cant speak english and closed incident without resolving the same.I am fed up with the signal drops and need a quick resolution else please help me to cancel my contract so that I can subscribe to other service provider who is reliable and provides stable connection if not fast connection. I am not a native German speaker and hence need English speaking support. Attached below results on 2 different days

Edit: @EN2 moved from Community- to Kabel-Störungs-Board. Bitte beantworte die Fragen aus diesem Thread, damit vorab eine Eingrenzung leichter fällt. Die Docsis-Kanäle lassen sich als Screenshot leichter lesen.

[CRFreak]

Good Evening, do you have a possibility to make 2 speed tests at the same time with 2 different Devices? If Yes can you post them here? That you do the speed tests at the same time is very important for me to understand what's happening.

If you have trouble to run the VF speed test you could try www.fast.com

[EN2]

HI Please find attched the speed test done at same location and at same time from my Dell office Laptop and my smartphoneSpeed Test on Laptop on 20th oct @10:42 AMScreenshot 2 of Speed test on Smartphone on 20 Oct @ 1041 AMSpeed Test on Smartphone on 20th October @10:41 AM

[Claudia]

Hello EN2,

do you only have disconnects when you are on a Webex call? Judging from the speedtest you sent the speed that gets to the modem is a lot higher than with your device. What do you get when you connect an ethernet device to the LAN1 port of the router?

Kind regards,
Claudia

[EN2]

HI 

On LAN too the speed goes as high as 60 MBps but keeps dropping and disconnecting. I access my office  desktop via Citrix Reciever and even when not on Webex/Teams call the signal keeps disconnecting. I need to use WiFi as the modem is in living room and I access from my Study Room. The overall apartment size is 80 sq mts and the speed keeps dropping as I move away from router (for ex: when measured on my smartphone on FAST.COM near router I get 60 MBPs , in the same room it drops to 24 MBPs and in next room (study room) it drops to 6 MBPs and finally in guestroom it drops to 2 MBPs.

All this signal drops and slow speed started when I upgraded the paln to CableMax1000 plan.  The lady who upgraded my plan had informed me that she will send new router with wiFi 6 Capability but I hav'nt recieved even after 2 months. Attaching the speed test from today where its dropped to 6 MBPs.  Need urgent help as its affecting my and my wife's work.Vodefone Speed test 28th October

[ERFD]

Hello EN2,

is the connection also interrupted when you are connected to the office desktop via LAN and completely disable WLAN on the router? Can you please test this once? How you optimize the WLAN, we like to look at afterwards.

Best regards Fred