Frequent internet disconnect 10319 Berlin

[dpatel]

• In which state do you live?  Please also send the zip code
  
  • 10319 Berlin
• Which contract do you have? (e.g. internet + telephone 100)    
  • Internet + phone 100
• Which modem / router do you use? (e.g. Hitron)      
  
  • Vodafone station
• Do you use a loaner device from us or do you have your own device ?       
  • Loan device
• What is the error ? You can also send screenshots of speed tests (with date and time) and tracerts / ping plotter measurements in the event of packet loss or ping problems    
  
  • The internet stops working every 30 minutes and requires the router to be restarted
• How is your terminal connected to the modem? ( LAN; WLAN; additional router; PowerLAN )         
  • WIRELESS INTERNET ACCESS
• Which browser do you usually use? (e.g. Firefox)    
  
  • Chrome
• Which operating system do you have on your computer? (e.g. Windows)    
  
  • macOS, Android phones
• Start and period of the disturbance  (eg since the beginning of April; only in the evening)       
  • every 60 minutes for the last 3 days
• 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.            
• Which measures were carried out by the fault hotline (available at 0800-5266625 for Vodafone Kabel Deutschland or 0221/46619100 for Vodafone West)?    
  • Hotline created ticket with errors in the entire area and closed ticket. Problems are still not fixed.

[dpatel]

Attaching speedtest for more evidence

[Tobias]

Hi @dpatel,

I can gladly take a look at the connection. Can you send me your customer data (customer number, name, address and date of birth of the contract holder) via private message?

Then please let me know in the post when you have sent me the data.

Regards

Tobias

[dpatel]

Sent data on PM

[dpatel]

@Tobias It's happening again now with drop in connection speed

[Wallace]

Hi Patel,

the line is inconspicuous. Can you please perform a factory reset with the router and see if it runs better afterwards?

Regards

Wallace

[dpatel]

Hi @Wallace @Tobias 

I did router factory reset 2 days ago. After that, Router frequently disconnects the WiFi connection every 30 minutes. It seems to be issue with Router. Can you let me know how to fix this? I can follow your guidance to capture and share more details.

[Claudia]

Hello dpatel,

do the disconnects happen via ethernet connection as well or solely via WiFi? Please separate the WiFi networks by giving them different names. Are both affected by the disconnects? Have you tried resetting the router again?

Kind regards,

Claudia

[dpatel]

It only happens via Wifi router. Ethernet works well. I tried resetting router multiple times.

[Claudia]

Hello dpatel,

please rename the 2.4 or the 5GHz WiFi network and check if the disconnects happen with both.

Kind regards,

Claudia