Constant Packet Loss and Loss of Signal

[K3rN3lP4N1C]

Hi,
So i have a Vodafon Station DOCSIS home gateway and I have problems with my connection every day.
The home gateway is:

Technicolor CGA4233DE
Firmware version: 3.0.41-IMS-KDG

The symptoms are, suddenly the modem lose the signal and sometimes just completely restart. In the status page i checked the line parameters and it seems okay. (Every downstream channel SNR is above 40dB with QAM256 modulation and the rx power is below 5dBmV)

First I tried a factory reset on the device without success, then I changed it to bridge mode and installed a server to manage the router functions. Whit this the modem is not losing the signal, and didnt restart, but sometimes the uplink just hanging. I got a lot of tx error on the server, and when its occurs i cant even ping the default gateway of the connection with no route to host. After a few minute everything working again, but i have this problem every few hours.

My humble guess would be that the root of the problem is the modem itself. 
Since i dont really speak german I cannot call the technical hotline, so if a mod can send me a pm i would really appreciate

Thanks

[FinalFantasy]

Almost same problem here:

https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/Verbindungsabbr%C3%BCche/td-p/281101...

Same router box, same firmware version, same conclusion: The problem seems to be the box itself.

[pRo-Marco]

Hi K3rN3lP4N1C,

sorry, that the connection does not work as ist should Let us check the line. Please send me your name, address, day of birth and customer number by PN. Please also let me know here if you have sent the message.

Kind regards

Marco

[Tobias]

Hey @K3rN3lP4N1C,

there is actually a central problem called "Rückwegstörer" so its basicly a signal problem in our system in your area,- my colleages are already on that, they try to fix it. I created a ticket for you and a also activated the information via SMS for you. Sorry for the problems 😞

Regards

Tobias

[K3rN3lP4N1C]

Hi, @Tobias 

I got an SMS about the problem should be solved, but i still have connection issues approx every 30 minute.

[Wallace]

Hi K3rN3lP4N1C,

on the downstreams on your connection there is sporadically a very high error rate and a technician has to take a look at this on site. The cause seems to lie in our area of responsibility. In this case the service is free of charge for you. Only if the technician does not meet anyone at the agreed time and does not get access, we charge 99,50 €.

Do you agree with the technician's intervention and can you provide access to the house? What is the best number to call to make an appointment?

Regarding COVID-19: are you in quarantine or are there symptoms in your household that indicate COVID-19?

Regards

Wallace

[K3rN3lP4N1C]

Hi Wallace sorry for the late reply,

Yes i really would like to a technician check the line.

Now my internet connection just hanging every 10-15 min, so its technically unusable.

I can send my phone number to you in pm, but since i still dont speak german does it make any sense?
Or can you arrange an english call for me?

(Im working from home so basically anytime okay for the technician)

BR,

Richard

[Jana478]

Hello K3rN3lP4N1C,

I can also schedule the technician appointment for you. However, we still need a phone number in case the date is changed, so that you are informed.

What time would you prefer, 8-11, 11-14, 14-17 or 17-20?

Please give us the information about Covid-19 and whether your house system/the distribution box is accessible.

Send the information and your number by PN and then get back to us here.

Many greetings

Jana

[Jana478]

Hello K3rN3lP4N1C,

You are right, only 1 upstream is shown here. The other modem in the house has the same poor values.

I still need to know if the technician can get to the house system/distribution box and if anyone is in quarantine?

Do you have a German telephone number or mobile phone number? If so, please send it to me by PN and report back briefly here in this post. 

Many greetings Jana

[K3rN3lP4N1C]

Sorry I dont have german phone number only the luxembourgish one that i sent you.
No one is in quarantine in the household (And we are all vaccinated), and yes the technician can enter, the distribution box is in the garage.
Thanks