Hello Claudia,
Could you please be more precise next time? I didn't understand your reply. However, after referring to the link I see that you might be requesting the details below. Here are the details.
In which state do you live? Please also send the zip code. --> ***13158 Berlin
Which contract do you have? (e.g. internet + telephone 100) --> Red Internet & Phone 500 Cable
Which modem / router do you use? (e.g. Hitron) --> Cbn CH7466CE
Do you use a loaner device from us or do you have your own device ? --> I got the device from Vodafone when I signed the contract.
What is the error ? (Speed too low; packet loss) Send screenshots of speed tests (with date and time) and tracerts / ping plotter measurements in the event of packet loss or ping problems
How is your terminal with the modem connected ? ( LAN; WLAN; additional router; PowerLAN ). WLAN
Which browser do you usually use? (e.g. Firefox) Chrome
Which operating system do you have on your computer? (e.g. Windows) Windows, but how does it even matter? The problem I am facing is slow speeds and frequent disconnections, it might happen while I am on Office call, while Streaming Netflix or playing Xbox. This questionnaire seems too old.
Start and period of the disturbance (e.g. since the beginning of April; only in the evening) Since more than 8 months, I am experiencing frequent disconnections and slow speed ~40-50 Mbps though my plan is 500 Mbps
Upload a screenshot of the signal values . You can find this in the user interface of your cable router via 192.168.0.1 or via 192.168.178.1 on the Fritzbox. --> I do not see any kind of feature atleast on my cbn router. I am not using Fritzbox.
Which measures were carried out by the fault hotline (available at 0800-5266625)? --> Restarting router and other few, I couldn't continue since I do not know German.
I request immediate support as its affecting my Home office and sometimes my kid's home schooling.
Have a nice day!
Best Regards,
Raghu
Community Team: Edited address
