High Latency 20s - CableMax - Model CGA6444VF

[23hp]

Hi, I get this new network account 1.5 weeks ago for my new apartment.

Customer number. ***

CableMax 1000M, device model is 

The network quality is far worse than my previous Vodafone100M one in another apartment. and the problem does not exist when I connected to my mobile data or neighbor's WIFI, 

The problem is, frequent long loading, 

• Video call, mobile call via WIFI disconnected every 2 minutes. my friends complain my network is too bad to see and hear me.
• online game is not possible
• Twitter doesn't show images and videos, loading takes around 20 seconds, happens every 5-10 mins, 
• Google Translate slow response(20 seconds), especially for real-time translate
• Netfilx on TV is loading sometimes, TV use LAN/cable, video works better as it is not real-time service, but if I use mobile data or neighbor's wifi -> no latency

The above problems happen on all my devices/phones. disappear when I change to mobile data or neighbor's WIFI.

I've tried cutting down router power for 1 hour, resetting the router, reconnecting the cable, re-install the cable socket. none of them work.

Please suggest what I can do, or how to cancel my account. thanks a lot.

FYI: I upload the error screenshot to the comment below.

• In which state do you live? Please also send the zip code    14480 Potsdam
  
• What contract do you have? (e.g. internet + telephone 100)  cableMax 1000M Kunden-Nr. ***
• Which modem/ router are you using? (e.g. Hitron)    CGA6444VF
  
• Do you use a rental device from us or do you have your own device ?  rental device
• Which error occurs? (Speed ​​too low; packet loss) Also send screenshots of speed tests (with date and time) and tracerts/ping plotter measurements in the event of packet loss or ping problems. Set the ping plotter to 2.5 seconds for the interval and use affected services as the target.
  
• How is your device connected to the modem ? ( LAN; WLAN; additional router; PowerLAN )  WLAN & LAN
• Which browser do you usually use? (e.g. Firefox)  Chrome
  
• Which operating system do you have on your computer? (e.g. Windows)  MacOS, Android, IOS
  
• Start and period of the disruption  (e.g.: since the beginning of April; only in the evening)  Since I have this network (1.5 weeks ago)
• 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.

cable signaldevice signal

• What measures were taken by the fault hotline (available on 0800-5266625 for Vodafone Kabel Deutschland or 0221/46619100 for Vodafone West)?  I failed to get through the service as I only speak English now.

[23hp]

BVGgameTwitterwhatsapp

[23hp]

pingPlotter

[Moni_GK]

Hello 23hp,

I would be happy to take a look at the line. Please send me a PN with your customer data (name, address, customer number and date of birth).

Please contact me again when you have sent me the data.

Best regards

Moni

[23hp]

Hi Moni, 

Thanks for reaching out, I've sent you via private, pls check!

thanks!

[Moni_GK]

Hello 23hp,

there was an error on the line on Monday. What is the current situation?

Greetings Moni

[23hp]

Hi Moni,

The problem happens every day, any time,  since I open this new network account, not only a specific day,

Regards,

Hu

[23hp]

It is also happening now, I just chat with my colleague with Slack, and Slack was loading for a long time.

[Moni_GK]

Hello 23hp,

then send an actual ping plotter. But please send the complete history. Unfortunately, the target was missing in your first one.

Greetings Moni^mmk

[23hp]

Hi Moni,
I didn't quite get it, you mentioned:
complete history. Unfortunately, the target was missing in your first one.

May I have an example? 

Please show me detailed guidance on how to achieve this.

I can provide you lots of screenshots, videos showing the network issue. it really bothers me.