Extreme Packet loss

[neilltim]

original post: https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/Paketverlust-niedrige-Downloadgeschw...

> Welchen Vertrag hast Du?

Red Internet & Phone 1000 Cable

>Welches Modem/ Router nutzt Du?

kabelbox? Vodafone Docsis 3.1

> Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?

leihgeraet

> Welcher Fehler tritt auf?

see text below

> Wie ist Dein Endgerät mit dem Modem verbunden?

LAN

> Welchen Browser verwendest Du normalerweise? (z.B. Firefox)

Firefox

> 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)

see text below

> Lade dazu noch einen Screenshot von den Signalwerten hoch.

> Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625) durchgeführt?

NA

> In welchem Bundesland wohnst Du?

Berlin

hello support

i have had speed problems for a long time, and recently packet loss problems (see OP). a Techniker came to my apartment and changed router, and the speed is a little better (but still bad: 10mbps -> 200mbps) but the packet loss problem is much worse.

here are some pingplotter charts to show (from 1 week on different days to different hosts):

the problem is all across the day to any server at all from my apartment. there is no point where there is 0% packet loss. you can see also that this includes to vodafone de website directly.

can anyone assist with this? the internet is unusable except to read documents online, as constant stuttering and quality failure means streaming is impossible.

thanks

tim

bonus: speedtest with "improved" speed. this is a "normal" result when i run the test at any time of day.

[neilltim]

Bumping this again.

Furthermore, this forum threads has extremely similar complaint:

* https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/Ein-weiteres-Problem-ep-103/m-p/2827...

The linked forum thread above (Jeden-Abend-ab-19-00-Uhr-Ping-Proble...) has had no progress either despite the author of that thread claiming the issue must be outside of the building. They are in my PLZ.

What other options do I have here other than paying for a service I am not receiving? If I have to buy myself a new router, I will, but I feel like the issue is outside of my control.

Finally, if it's a language issue then I will switch to my crappy German and perhaps we can solve it together.

[neilltim]

Data from yesterday

[Jana478]

Hello neilltim,

Please send me your data by private message (name, customer number, address and date of birth, as well as a current mobile phone number) for the current data comparison.

Then report back here briefly when you have sent the PN.

Many greetings

Jana

[neilltim]

PN sent

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

[neilltim]

Today's data

[neilltim]

today's data

[pRo-Marco]

Hi neilltim,

the signal is good, so I think it is the modem. Would you please perform a factory-reset? If that will not help, I'd like to replace it for free.

Kind regards

Marco

[neilltim]

hi @pRo-Marco 

i did a factory reset today, but nothing is different. in fact, it was bad immediately after the reset and the rest of the evening. the connection at around midday is "normal" i would say, with occasional stutters and dropouts. anywhere between 17-21 does it start to get bad, and doesnt return to normal until... i dont know. ive waited until 3am a few times and it has stayed bad. testing the signal in the middle of the day is not a true test of what this issue is, i suppose. as you can see from the historical test data, occasionally it is fine, but mostly it is not.

today's data:

the internet was so bad that the speedtest page wouldnt even start:

and again with the super bad ping and jitter:

on the subject of a new router - this one was already replaced less than one year ago. surely this is not normal that a router like this should only last 6-9 months?

thank you for your assistance

[neilltim]

today's data:

From midday:

from the evening:

why is it that every evening at the same time the problems occur? is there some timed shaping? traffic control? you can set your clock and plan for internet failure at 9pm.

another user's problem (that exactly matches mine, in my PLZ) has been updated. https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/10437-High-ping/m-p/2833450#M456070

from the post:

> ich habe mit meine Nachbarn gesprochen und jeder der bei Vodafone ist hat diese Problem auch!

this also affects me. this cannot - absolutely cannot - be a coincidence. is anyone (VF Techniker oder so) checking anything on a street/building/something level? are there any technical problems (street work, usw) that might be a reason? i dont want to play this router game all year, and i dont want to have to worry about my evening ending at 9pm every day or if im able to work from home at all during the day.

thanks everyone for your assistance. i would also enquire now about the rules for requesting some sort of compensation for the continual downtime.

[neilltim]

cannot maintain an online call with this