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

[Kameran]

Right now the internet is extremely slooow, it took me around 15 minutes just to get to this page and share my 

Downstream and Upstream, both of them isn't even reaching the 1mbit level which to seems quite a big deal since this is supposed to be a better and faster internet.. more stable as well, however... it's quite the opposite and it's been very disappointing

[Kameran]

is anyone going to answer to this issue? The stability of the internet is extremely poor for the past few weeks and there's no improvement to it at all.

Mobile devices cannot maintain a proper connection to the wifi and they keep disconnecting

I've phoned the technical support area but they kept pushing me from one agent to the other .... one of them even mentioned that it's not the technical support line and they've provided the same number !!!!!

I'm getting quickly fed up with this type of customer treatement and the overall service is very poorly structured. I'm extremely disappointed 

[Wallace]

Hi,

I would like to have a look at your connection. Send me your customer data (name, address, customer number, birthday) in a private message and let me know that you have transmitted the data.

Regards

Wallace

[Kameran]

Hi @Wallace ,

I've sent the private message with all the necessary information.

Thanks for looking into it!

Best regards,

Kameran

[Kameran]

Hi @Wallace 

I'm still waiting for un updated regarding the internet's stability issues. Even now, it's working on the lower side and it's becoming quite frustrating...

Thanks

[pRo-Marco]

Hi Kameran,

in the segment, the utilization of the upstreams and downstreams is very high. An expansion is being planned, but will not be completed in the short term. Please contact us by PN, how we proceed full.

Kind regards

Marco

[Kameran]

@pRo-Marco 

Hi Marco,

Thanks for looking into it! Can you please provide me with a Phone number where I can call regarding the issue and the possiblity of speaking in English. Unfortunately my German is quite limited and I cannot explain the issue fully when reaching out to the technical service.

Kind regards,

Kameran

[Tobias]

Hey,

we cant call you, theres no one else can,- you just could contact us via PN whats marco already told you 😉

Regards

Tobias

[Kameran]

Thanks for the quick response @Tobias & @pRo-Marco . I've sent a private message to Marco regards the issue and how we should proceed. Looking forward to your response!

Best regards,

Kameran