Download speed drops NRW

[Marko-Aachen]

Hi everyone,

I am writing here since it's difficult to find someone who speaks English when calling customer service.

Since I became Vodafone user about a month ago I've been having problem with occasional DL speed drops during the day, and also the maximum speed never goes over 500 Mbps. Details below:

• In welchem Bundesland wohnst Du? Sende bitte auch die Postleitzahl
  NRW, 52072
• Welchen Vertrag hast Du? (z.B. Internet + Telefon 100)
  Red Internet & Phone 1000 Cable
• Welches Modem/ Router nutzt Du? (z.B. Hitron)
  Vodafone Station
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?Leih-Gerät von Vodafone
• Welcher Fehler tritt auf? (Geschwindigkeit zu gering; Packetloss) Schick dazu auch Screenshots von Speedtests (mit Datum und Uhrzeit) und Tracerts/ Pingplotter-Messungen bei Packetloss oder Ping-Problemen
  Geschwindigkeit zu gering
• Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN) LAN und WLAN
• Welchen Browser verwendest Du normalerweise? (z.B. Firefox)
  Chrome
• Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows)
  Windows 10
• Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend) von Beginn der Nutzung (25.06.2021)

In the past few hours I have performed three cycles of speedtest on my PC connected with LAN cable.

Cycle 1:
Several speedtests in random intervals with DL results: 374 Mbps, 197 Mbps, 66 Mbps, 39 Mbps and 97Mbps.

Afterwards I disconnected all devices from WiFi and LAN except one and repeated the test.

Cycle 2:
Several speedtests in random intervals with DL results: 36 Mbps, 179 Mbps, 382 Mbps, 55 Mbps and 21 Mbps.

After this I reconnected all the devices and rebooted the router.

Cycle 3:
4 speedtests in random intervals with DL results: 13 Mbps, 29 Mbps, 24 Mbps and 95 Mbps.

Ping is almost always around 10 and UL speed is almost always 50 Mbps, which is fine. I used two different LAN cables for testing, one 15m long Cat8 cable and one 2m long Cat6 cable, but the results were almost identical.

I also did several speedtests on Vodafone website and the results were even worse. It says that 1096 Mbps comes from the Vodafone server to my router, but only maximum of 91 Mbps is delivered to the PC.

At the moment of writing this message I did another speedtest and the speeds are 144/51 with 9ms Ping. In the attachment you can find the exported results of all speedtests.

Is there anything that can be done here? Thank you in advance.

BR,

Marko

[R4mona]

Good evening Marko-Aachen,

I am very sorry that your connection is not working optimally.

So that we can look at this together, please send us a private message with the following data: Customer number, name, address, date of birth, state and current mobile phone number.

Please report back here as soon as the message is out. We will then take care of the problem and find out what exactly is wrong with your connection.

Kind regards

R4mona

[Marko-Aachen]

Hi R4mona,

Thank you for the reply. I sent you a private message with the requested details. Let me know in case any additional info is needed.

Best regards,

Marko

[R4mona]

Hi Marko-Aachen,
 

Thank you very much for your data.

I have just taken a closer look at your values. Since some of them are outside the tolerance range, I have recorded a ticket for you. This will be sent to our internal technical department for analysis. Via remote maintenance, my colleagues will try to narrow down your problem and solve it. If this is not successful, a technician will contact you to arrange an on-site appointment.

Together we will find a good solution for you.

Kind regards

R4mona

[Marko-Aachen]

Hi R4mona,

Thank you very much for the info! Looking forward to the solution. 

Best regards,

Marko

[R4mona]

Hi Marko-Aachen,

I'm keeping my fingers crossed that we can solve your problem in a timely manner.

Kind regards

R4mona

[Marko-Aachen]

Hi R4mona,

The technician was just here and he told me that the connections in the building are old and that all landlords and residents must agree to update the cables in the building. From what I understood, the connection in the basement is fine, it's the cables from the box to the apartments that need changing.

In the end, since there is 0% chance of this happening, I will have to cancel my contract and switch to another DSL provider. Could you tell me if I need a specific document to prove this as a justified reason for canceling the contract, or will it be enough that the technician checked the connection and came to this conclusion? Do I need to get something from my landlord in writing?

Thank you in advance.

Best regards,

Marko

[R4mona]

Hey Marko-Aachen,

I am very sorry to hear that you have to cancel your contract. 

The renewal of cables or amplifiers within requires a variety of approvals. Unfortunately, we have no chance to speed things up.

Of course, I'm keeping my fingers crossed that you find a good provider and get a functioning connection as soon as possible.

Kind regards

R4mona