Extremly slow upload and unstable

[Maciej222]

Dear All,

for quite a long time I am expiriencing very slow upload 1-4 mbit, often is extremely slow 0.2-0.5 mbit. My kabel option is 1000/50 mbit. On the most lucky day I got 10mbit, but it was one time in last months. 

Very often when I call support that internet is not stable they already say there is an issue in my area and will be solved.
With download I can easily get 600-900 mbit download, so my router and devices are not a problem. 

I would appriciate if someone could help me as restarting the routers does not help. I guess that must be something with my area, but not sure how to pass this message to vodafone for real solve the problem, not just for temporary increase from 1 to 8mbit, as I should have 50mbit upload

thanks if someone could help and advice.

Maciej

[Maciej222]

Hello @Claudia 

Happy New Year 2022!

I have already replaced my router to the new device. I am connected directly to it and sometimes speed is really fast, but more often tests are about 1 or 2 mbits.

It seems that the speed is very often interrupted with something.

Perhaps is there something what you can check.

Kind Regards,

Maciej

[Maciej222]

speed test attached

[Maciej222]

not sure what DOCSIS status is, but there is one error, 

Upstream-Kanäle

Kanal ID Kanaltyp Frequenz (MHz) Modulation Send. Signalstärke (dBmV/dBµV) Ranging Status

10 OFDMA 29.8~64.8 qpsk 41.3/101.3 Erfolgreich

5 SC-QAM 51.0 qam32 49.5/109.5 Erfolgreich

6 SC-QAM 44.6 qam64 47.5/107.5 Erfolgreich

7 SC-QAM 37.2 qam64 49.5/109.5 Erfolgreich

8 SC-QAM 30.8 qam64 51.5/111.5 Fehler

[pRo-Marco]

Hi Maciej222,

at your connection there are massive errors at the upstreams.

I would like to get a technician to come and look at it on site. If that's okay with you, I need a mobile phone number so we can make an appointment.

Is the house accessible?

The cause seems to be in our area of responsibility. In this case, the service is free of charge for you. Only if the cause is caused by a device connected by you or if the technician does not find anyone at the agreed time and cannot gain access, will we charge 99.50 euros for the service.

Due to current developments, we have to take certain precautionary measures. Therefore, we need to know if there are any symptoms in your household that could be related to Covid-19. Of course, we don't want to offend you, but on the other hand, we don't want to put more people at risk unnecessarily.

Kind regards

Marco

[Maciej222]

Hi @pRo-Marco 

I shared my phone number in the private message to you.

I am able to provide access to the house and to the place where the installation is in the basements.

I am accepting all the conditions.

Kind Regads,

Maciej

[pRo-Marco]

Hi Maciej222,

the technician will call you to arrange an appointment. Please keep us informed!

Kind regards

Marco

[Maciej222]

Hello,

today I got visit from Technican, the measurement was around 1-2 mbits upload. They confirmed that at my home and building everything is OK, however the big distruption of signal is somewhere outside on my street. 

They mentioned they need another work order from Vodafone to search for this disturption source in my neighborhood.

So for now the problem is still there. Is it possible to trace here the progress on finding the root cause by technicans?

Kind Regards,

Maciej

[pRo-Marco]

Hi Maciej222,

there is another appointment for 20.01. 08:00-11:00

I hope they will fix the issue with it.

Kind regards

Marco

[Maciej222]

Hello @pRo-Marco 

I am few days after the 2nd appointment. The Technican has made a pictures for documentation of the test speed from the Kabel-Box in basement, where is the main box for my building. The speed was also slow and he said that his company need to order Tiefbau Technican to see what is causing the problems.

He said it can take up to 2 weeks till someone will come and diagnose the cables thru the street. 

At least the problem is moving forward 😀 I believe once it is now on such low level of troubleshooting they will find a reason 😀 

Thank you,

Maciej

[Claudia]

Hello

your last task was closed today, but there is a new central task regarding the return path where I added a new ticket for you. You will get an email when the ticket is closed.

Kind regards,

Claudia