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

[Jana478]

I have set you an appointment for tomorrow 28.4.22 between 11 am and 2 pm. I have sent you a confirmation by email.

Fingers crossed that it will run better after the technician has been there.

Greetings Jana

[K3rN3lP4N1C]

So, the techician was here and he made some measure. He told me, that the problem is not in the house but on the street and they need a permission of the local government to fix the error. He also told me, that they will fix it on monday probably.
Regarding to my monitoring today around 8:20-30 they really did something because after a small disconnection the line was perfect. All the channels were synced, no packet loss and good speed.
But, and sadly there is a but... Around 13:30 suddenly all the traffic went down, the modem lost all the channels. Now i dont have any internet at all

Can you check the progress on the fault ticket? Is it done, or they will continue the work and this is just temporary?

[ERFD]

Hello K3rN3lP4N1C,

unfortunately, the colleagues have not updated the order after 30.04. 😞 We can therefore not tell you the current status. The colleagues have changed a component in the street before. Your modem has been online for 4 hours. Usually the colleagues will contact you when they are done. So they can measure again at your connection.

Regards Fred