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

[Torsten]

Look at the second sentence in your screenshot. There is talk of the gigacube.
A Gigacube is not part of the cable internet contract, but an independent mobile phone contract and is therefore not affected by the special right of termination of the cable internet contract. If you have not effectively revoked the Gigacube contract, you are bound by the 24 months. What an employee of an external Vodafone contract partner (shop) tells you is unfortunately not valid. Only what has been communicated in writing by Vodafone applies. You have to be able to prove that the employee has promised you something else and then hold the shop employee liable under civil law.

[Kameran]

I understand now what you mean. However, even tho the Gigacube is mentioned in the second sentence, it has nothing to do with the problem that I'm dealing at the moment. In the private message of course that there were multiple questions and the person who replied to my private message answered all questions during their reply. 

That again, doesn't justifies what has been discussed during the private messages and what type of contract termination has been applied. I will wait for a Vodafone employee to answer back and most likely this discussion needs to be moved privately again.

Btw, thanks Torsten for your reply and support! 

[Lars]

Hi Kameran,

the whole process was only about the cable contract. The cable contract had an Internet and a telephone component. These were terminated. There was never any mention of terminating a GigaCube or mobile contract, nor was this part of the agreement.

Best regards

Lars

[Kameran]

Hi @Lars ,

Thanks for replying, the reason why I was so confused it's because during the discussions in private I did refer that my phone number (mobile) I do not want it to be transferred to a new provider. Which to me it meant that of course my mobile phone will be terminated at the same time with the internet one. As shown in the pic below.

Anyway, let's forget about this missunderstanding and please let me know how can I request a termination for my mobile contract as well. I'd like to mention that I have been out of Germany for 4 months now and I will be back during December for two weeks to de-register (abmeldung) because I won't be returning to Germany anymore. Please let me know what are my next steps in order to have a proper termination of the contract.

Kind regards,

Kameran

[Thomas]

Hi Kameran,

for the information about the mobile contract, please open a new post in the right board. The responsible colleagues will contact you there.

Regards

Thomas