Internet Gigabit very slow

[Kameran]

Hi Vodafone team,

I've been having quite a lot of issues with the Gigabit connection, the connection was great only at the beginning, right now I've been facing a lot of slow connectivity, disconnects and extreme lag in most online games or even loading a video on youtube/netflix. This type of connectivity it feels that it's more of a 20mb/s internet speed than a 1Gbit.

Here are the questions answered:

• Which contract do you have?
  Vodafone Young M & GigaKombi
• Which modem / router do you use? Fritz! Box 6591 Cable
  
• Do you use a loaner device from us or do you have your own device ?
  Own
• What is the error ? Download too slow, extreme lag during games and super slow loading times to videos on youtube/netflix. My mobile phone loses conectivity to the router quite often
  Download too slow Speedtest 11/30/2020 approx. 16:00. This issue has been showing up constatly for the past few weeks. It doesn't even reaches 100mbit when before it was going up to 800-900mbit. I've had days where the download got stuck at 200kb/s and reach 2.1mb for a few seconds and then go back to 200kb/s.. 
  
• 
• How is your terminal with the modem connected ? 
  Gigabit LAN
• Which browser do you usually use? Chrome
  
• Which operating system do you have on your computer? Windows 10 pro
  
• Beginning and period of the disturbance  (eg: since the beginning of April; only in the evening) This has only been noticeable for a few weeks, but it is quite possible that the speed has been slower for a long time. Coming from an area with great connection stability, this is very noticable.. I'd say that it has started for a few months but the recent weeks has been extremely bad.
  The problem mainly occurs in the evening.
  
• 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.
  
• 
• What measures were carried out by the fault hotline (available at 0800-5266625)?
  Nothing so far. It's been quite difficult to get in contact with the fault hotline

[Claudia]

Hello Kameran,

I wrote you a PM.

Kind regards

Claudia

[Kameran]

Hi @Tobias @pRo-Marco 

Since Friday, I've started having again very bad problems with the internet... it's completely unstable and very very slow. It takes up to 10-15 minutes to to open a google page....

Download speed is at 800kbs at most... It took me about 10 speed tests tries to get at least a connection with the server..

[Claudia]

Hello Kameran,

in addition to the still existing utilisation there is a pretty strong return path disrupter. That leads to further problems like disconnects and a slow upload. I made another task and added it to the central ticket for the disrupter.

Kind regards,

Claudia

[Kameran]

Hello there,

I've had an issue with my internet for a few months and we've been going back and forth for a while until the team managed to identify what the issue was. Once the issue has been identified, I was presented with two options:

1. Either accept to continue the contract period and wait a couple of month for the issue to be solved or: option 2: Have an early termination for both my internet and phone.

I have accepted the early termination of my internet & telephone contract however, the contract is still active and my telephone bill is still running. What's the point of an early termination if the contract isn't terminated properly? This is completely unacceptable.... I'm looking forward to your reply

[Kameran]

I want to mention on top of what has already been shared, is that the contract was supposed to be terminated at the end of August.... we are in November and the contract is still running... it's extremely unacceptable that this is how Vodafone is running things.. that even a simple termination of a contract, cannot be done right.

[Torsten]

I have attached your new post from the DSL board (where it definitely does not belong) to your existing malfunction post in the cable malfunction board. Please do not open new threads on the same problem, especially not in completely foreign boards. Cable and DSL are different technologies. Thanks.

[Lars]

Hi Kameran,

your cable contract has been terminated since August. The bill is definitely not for the cable contract. Please note that there was never any talk of a mobile contract or anything similar. This was purely about cable.

Best regards

Lars

[Kameran]

Hi @Lars ,

Thanks for coming back to me. I'm glad that you've mentioned that "there was never any talk of a mobile contract" which in fact it was and I made sure to ask. On top of that I got the confirmation that the telephone contract is connected to the Internet contract and will be terminated as well. I have covered your colleagues name because it doesn't make sense at all since I'm not trying to "shame" or "blame" anyone, I just want for things to get dealt with as initial per the agreement.

Here's the proof:

[Torsten]

The Gigacube is a mobile phone product that is not covered by the special termination right of the cable contract. If this has been completed in the shop, there is not even a right of withdrawal within 14 days of receipt of the cancellation policy. This contract will of course still be charged.

[Kameran]

Hi Torsten,

Thanks for trying to explain and helping out, however, I don't really understand what you mean exactly by the Gigacube. Regarding the Gigacube, the only way it's going to be charged is by using it which it has never been used or activated. I've tried to return it and the team in the shop from where I've picked it up didn't want to take the Gigacube back.

Anyway, during the private conversations, we did go back and forth regarding the special termination right of the cable contract which included the "phone" product which at that time was specified to be my German number. During that time, the vodafone customer support did confirm that it will be terminated since it's connected to my Internet contract.

For context, both my internet and mobile was done on a single contract which at that time the person in the store confirmed that if I close the contract, both mobile & cable will be closed.