(English)High ping every day/evening

[Andrei200]

Hi Vodafone team,

I'm reaching out to you guys in regards to my internet connection. In the past months the internet connection has been behaving worse up to a point where i can't use it to work or play games anymore. when it comes to download, i do have the download speed via the lan cable, but the ping is not where it should be anymore. I used to have 20-30 ping with google.com but now it jumps up to 150. In games this is unusable at this point.

Note that this does not occur every moment of the day. there are moments in the morning where speed and ping is normal (20-30ms)

The behaviour is way worse when i use the rented vodafone router. the internet speed drops to 1-2mb and the router restarts every 3-4 minutes. i'm thinking the rented router is broken?

Any guidance is appreciated.

Kind regards,

Andrei

• In which state do you live? Please also send the postal code RLP - Berlin 10249
  
• What  contract  do you have? (e.g. Internet + Phone 100) Red Internet & Phone 250 Cable
• Which  modem/ router  are you using?  (e.g. Hitron) tried both my own router ->fritzbox 6430 and rented router sagem fast 5460.
  
• Do you use a  rental device  from us or do you have your  tried both, the rental one restarts every 4 minutes
• Which  error  occurs? (Speed ​​too low; packet loss). high ping/ packet loss/router failure (for rented one) https://ibb.co/QQMnFh9
• yahoo ping: https://ibb.co/d4JxJCF
• How  is your device connected to the  modem ? ( LAN; WLAN; additional router; PowerLAN ) LAN
• Which  browser  do you usually use? (e.g. Firefox) Firefox
  
• Which  operating system  do you have on your computer? (e.g. Windows) Windows 10
  
• Beginning  and  period  of the disturbance (e.g. since the beginning of April; only in the evening) for about 3 months but it has been getting worse.
  
• Also 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. here: https://ibb.co/0MLTwLc

[Stephan]

Hi Andrei200,

sorry for the struggles but we can have a look on 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

[Andrei200]

Hi Steven,

Details sent. Please let me know if there is anything else you would need. Also please advise me what to do with the Vodafone router since currently it is unusable due the constant restarts

Kind regards,

Andrei

[svestr]

I have exactly the same problem since half a year and noone could provide a fix yet.

[Tina]

Hello Andrei,

thanks for your pm.

There are some anomalies. In order to be sure that this is the cause, I need to check the connection values. I can only do this if our cable router is connected for at least 48 hours. Be so kind and connect it.

Do the ping fluctuations occur at certain times of the day?

Best regards

Tina

[Andrei200]

Hi Tina,

Thank you for the reply.

If i connect the Vodafone router for the requested time, I won't have internet due to constant router restarts and I can't since i need internet to be able to work (i work from home). Is there any other solution?

Ping fluctuations only occur during certain times of the day, yes. usually in the afternoon. I've been checking closely and the high ping generally occurs between 3-4 pm and 10pm. In the last week the high ping happened between 7-8pm and 10-11pm so something has improved on Vodafone side.

Kind regards,

Andrei

[Wallace]

Hi Andrei,

can you please give us some speedtests and pingplotters from the morning and some from the evening?

Regards

Wallace

[Andrei200]

Hi Wallace,

Below you can find the requested info:

1am and morning plotter:  https://ibb.co/WvHK5Q0
speed test on lan cable: https://ibb.co/QH0Z5KP

9pm plotter:  https://ibb.co/k55hY93
speed test on lan cable: https://ibb.co/8B6yYm0

Please let me know if you need anything else.

Kind regards,

Andrei

[Andrei200]

Also a 5pm plotter in case its needed: https://ibb.co/9G2wqFv

[Claudia]

Hello Andrei200,

as the high ping also occurs with your own device the Vodafone Station isn't the reason for the problem. It seems a high utilisation is the cause for the ping problems in the evening, the colleagues work on a solution. I made a fault report for you and added it to the central task. That way you get an e-mail once the ticket is closed.

Kind regards,

Claudia