Constant connection drops and bad ping

[denpolischuk]

Hello,
I have an issue with the connection which started quite some time ago. Today it got really bad. Only while I'm writing this post I had 2 connections drops together with router restarts.

• In welchem Bundesland wohnst Du? Sende bitte auch die Postleitzahl - 12459
  
• Welchen Vertrag hast Du? (z.B. Internet + Telefon 100) - Kabel 1000
  
• Welches Modem/ Router nutzt Du? (z.B. Hitron)  - Vodafone Station TG3442DE
  
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät? - Leih-Gerät
  
• Welcher Fehler tritt auf? (Geschwindigkeit zu gering; Packetloss) Schicke dazu auch Screenshots von Speedtests (mit Datum und Uhrzeit) und Tracerts/ Pingplotter-Messungen bei Packetloss oder Ping-Problemen
  - Connection drops constantly. Router's Internet indicator starts blinking red, after few minutes it recoveres. This happens more than 10 times a day. Also high ping time to time and small connection drops while playing online games.
  
• Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN) - Both LAN and WLAN
  
• Welchen Browser verwendest Du normalerweise? (z.B. Firefox) - Firefox
  
• Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows) - Linux, Windows
  
• Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend) - Begin of July 2021
  
• Lade dazu noch einen Screenshot von den Signalwerten hoch. Diese findest Du in der Benutzeroberfläche Deines Kabelrouters über 192.168.0.1 bzw. über 192.168.178.1 bei der Fritzbox. - I'm currently using bridge mode. (the problem started before I switched to bridge mode)
  
• Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625 für Vodafone Kabel Deutschland bzw. 0221/46619100 für Vodafone West) durchgeführt? - I didn't call
  

[Tina]

Hello denpolischuk,

for a closer look send me the following informations in a private message:
 

full name

date of birth

address

customer number

your phone number (for queries)

Write a short reply here afterwards.

Best regards

Tina

[denpolischuk]

Thanks for reaching out, @Tina 

I've sent you a direct message with my data.

[Wallace]

Hi denpolischuk,

there are a lot of timeouts and DOCSIS changes on your connection and this has to be looked at by a technician on site. The cause seems to be 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

[denpolischuk]

Hi @Wallace 

Thanks for your message.

I agree to provide access to the technician, sure.  My household isn't on quarantine and we don't have any symptoms.

I have sent you a phone number for reaching out.

[Wallace · Accepted solution]

Hey,

the technician will contact you soon and make an appointment with you.

Regards

Wallace