[ENG] [Berlin] Slow, high latency, packet loss - very often

[ChristianSlot]

Hi 

I really hope you can help. I am experiencing a very unstable connection, even though I should have 400 mb download. My connection is frustratingly slow. Sometimes I get the advertised bandwidth, but the packet loss and very low latencies makes me crazy. Upload speed also drops to a significantly lower number during the day.

Needless to say, I'm a nerd myself. I've been working in IT technical customer service for the biggest Danish ISP. So I've tried everything: Turned modem/router on-off, directly with a cable, added my own brand new Mesh router to the modem.

When I'm gaming, the ms spikes to 2-300 ms. And I cannot do video/voice interviews - it lags too much. 

I'm in a situation where me and my wife works as journalists, so we'd have to conduct (tv) interviews at home. This is not possible with the internet speeds being so slow. Can I upgrade the line somehow?

My kundenummer is *** (Martina ***)

*** 10405 Berlin
(I'm contacting you on behalf of my landlady)

Info from admin screen:

System

Serial Number ***
Firmware version AR01.02.068.11_092320_711.PC20.10
Hardware Type & Version 7

LAN Port 1 Active 1 Gbps
LAN Port 2 Active 100 Mbps
LAN Port 3 Active 100 Mbps
LAN Port 4 Inactive 0 Gbps

Edit: Private data removed for data protection reasons

[ChristianSlot]

Hi @Tobias I basically have tried anything: 

I get the same experience with your modem as a modem/router. With a cable in port 1 and no other devices attached to the network. I do not use the TV data.

Can you send me a new "dose" (small connection box) or a cable.

If that doesn't work, I'm afraid I'll have to go to Telekom.

[ChristianSlot]

The problem ONLY occurs at night, so I guess it's not my setup being the problem

[Tobias]

Hey @ChristianSlot,

we could try to send you and technician, maybe he could check that.

Regards

Tobias

[ChristianSlot]

Hi @Tobias 

Can you please schedule that. Feel free to schedule the next free technician slot and remind me here. 

Also, can you please answer me the question previously asked: From when can I cancel my agreement with you? I've sent my personal data in a private message to @Claudia who never seemed to get back to me. 

[Tobias]

Hey,

please send me a mobile number where the technician can contact you.

To the other question; the normal canceldate is the 25.04.2022.

Regards

Tobias

[ChristianSlot]

Yes *** If it not works, then let's find out and earlier cancel. Not waiting till 2022 for getting this to work.

[ChristianSlot]

Yes *** If it not works, then let's find out and earlier cancel. Not waiting till 2022 for getting this to work.

[Tobias]

Hey,

thanks for the number. My colleagues will contact you.

Regards

Tobias

[ChristianSlot]

Hi

So, we got a technician who changed the plug in the wall. But the problem persists.

At night we cannot even stream. Starts around 19.00. 

What do we do from here?

[Tina]

Good morning Christian,

the line values are ok. Can you please perform a factory reset on the cable router?

Kind regards

Tina