Constant issues with upload/download speed, ping, lack of connection during the evening time!

[EAM2020]

Hello,

My apologies for this post in English, unfortunately, I do not speak German and unable to talk to support since they do not speak English also. 

Last several months I've been suffering from constant issues with Internet connection:

1) Upload and download speed are far away from tariff options. During the prime time upload speed might be less than 1 Mbps or even worse, which makes usage of online conferencing tools like Teams/Webex almost impossible

2) 15.01, 16.01 and 20.01 I did not have an Internet connection at all starting from 19.00 evening time onwards till the morning time next day.

3) Ping sometimes very high: up 100 ms.

Below is the information which might be helpful:

• Which contract do you have? Red Internet & Phone 1000 Cable
• Which modem / router do you use? ARRIS TG344DE
  
• Do you use a loaner device from us or do you have your own device? Vodafone Device
• What is the error?  Low upload/download speed, high ping, lack of internet connection 
  
• How is your terminal with the modem connected? Gigabit LAN, cable CAT6
• Which browser do you usually use? Chrome 
  
• Which operating system do you have on your computer? macOS BigSur
  
• Start and period of the disturbance: Last several months
• Upload a screenshot of the signal values. Please find the screenshot below
• What measures were carried out by the fault hotline (available at 0800-5266625)? Unable to talk to support since I do not speak German.
• In which state do you live? Bavaria (Munich)

[EAM2020]

Hello,

Actually, there was a case with internet disruption again this morning between 9.00 and 11.00.

Can you please support with that?

Regards,

[Stephan]

Hi EAM2020,

I'm sorry that you have struggles with your internet.

We can have a look in that. Please send me a private message with the following information:

- your full name

- your full address

- date of birth

- customer number

- e-mail address

- the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

[EAM2020]

Dear Stephan,

Thanks for reply.

I've sent the information you have requested in the PM.

Thanks.

[Tobias]

Hi @EAM2020,

thanks for the data. Well, does the failure still occur? Last week there was a few failures we can see, but they look fixed right now 🙂

Regards

Tobias

[EAM2020]

Helo @Tobias ,

Thanks for the reply.

During prime time on weekdays, upload speed is ~ 3-4 Mbps. which is 10+ times less than my tariff speed (50 mbps). Is it normal? I still have issues with conferencing tools like Teams, Zoom, etc.

Regards,

[Wallace]

Hi EAM2020,

There is currently a fault active in our network and our technicians are already working on removing it. You will receive an SMS from us when our colleagues have been successful.

Regards

Wallace