[EN] Unstable video calls, lost packets, high ping

[Datrio]

Hello all, sorry for writing in English. For the past ~2 months I have had issues with bad Vodafone Internet. I mainly have video calls each day and every day my connection breaks up, sometimes it completely disconnects for a few seconds, sometimes just people on the other side cannot hear me. While playing some small online games, I also have a horrible ping.

The download/upload speed are fine in general, but the lost packets really make my Internet experience unbearable. 

A week ago while talking with my neighbor she told me she had the same issues, so I assume it could be an issue in the whole building.

Diagnostic info:

• Berlin 10557
• Red Internet & Phone 500 Cable
• Vodafone Station
• LAN cable
• Hotline redirected me here

[Claudia]

Hello Datrio,

the problems occur each time of the day, right? I would like to have a look at your connection. Please send me a PM with the following details:

- your name

- the full address

- the customer number

- birth date of the contract owner

Leave a short reply with the date and time the problem occured the last time via ethernet here in your thread.

Kind regards,

Claudia

[Datrio]

Hi Claudia!

The Internet has issues at very random times - I have a feeling that every evening its getting worse. Right now I got a very high ping around 16:40 (17th Jan), screenshot attached. 

[Tobias]

Hey @Datrio,

i would like to send you a technician, there are multiple modem values not okay. Do you agree to a technician's visit 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

Tobias

[Datrio]

Hi Tobias, yes, I agree to the visit. No COVID symptoms and not in quarantine. I'll send you the phone number in a PM.

[Jana478]

Hello Datrio,

We still need to know whether the technician can get to the house system/the distribution box. This is usually located in the basement.

Many greetings

Jana

[Datrio]

Yes, the building superintendent will be available to open the basement.

[Jana478]

Hello Datrio,

I have ordered the technician for you. You will receive a confirmation by SMS and also a call about an appointment.

Many greetings

Jana