Internet often disconnects [ENGLISH]

[paulgiii]

Hi Folks,
Apologies for the english message since I just transferred to DE.
I want to get straight to the point.

I got my contract 1000mb and everything worked fine for the first 1.5 months.
Since last week, i get disconnected whenever i am on a meeting or either playing mobile games.
I am fine with upload speed going 700 or ping like 20ms when playing. 
I am more concerned with the disconnection issues which always happen to me.
I would hope someone can help in resolving this issue.

Thanks!

[ERFD]

Hello paulgiii,

welcome to the community 🙂

Sorry to hear that the connection keeps breaking down. We are happy to look at how the problem arises. Can you please answer these points once so we can get a better overview?

Regards Fred

[paulgiii]

• In which state do you live? Please also send the zip code
  - Walldorf Germany 69190
• What contract do you have? (e.g. internet + phone 100)
  - CableMax 1000
  
• Which modem/ router are you using? (e.g. Hitron)
  - WiFI 6 Station CGA6444VF
  
• Do you use a rental device from us or do you have your own device ?
  -Router comes with the contract therefore no own router.
• 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.
  - Error is that it disconnects all day whenever i am playing games or i am in a call with family overseas or office work.
  
  
  
  
• How is your device connected to the modem ? ( LAN; WLAN; additional router; PowerLAN )
  -WLAN
• Start and period of the disruption  (e.g.: since the beginning of April; only in the evening)
  -Early signs was from last week and last Tuesday May 24 it is being encountered on a daily basis everytime i am in a call.
• 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.
  
  
• What measures were taken by the fault hotline (available on 0800-5266625 for Vodafone Kabel Deutschland or 0221/46619100 for Vodafone West)?
  - Did not call them as there are no english support, this is the only last thing i know who can support english queries.

[paulgiii]

Event viewer logged event type 55 for disconnection of internet

[MariaK]

Hello paulgiii,

I would like to take a look at your connection and start a fault analysis.

Can you please send me a PN with the following information:

Customer number

Name of the contract holder

Date of birth

Street + house number

postcode + city

State

Current mobile phone number

Have you already tried our network assistant? It can also help you with many problems.

Many greetings,

Maria

[paulgiii]

Hi Maria,

PN has been sent with the needed details.

[paulgiii]

Hi @MariaK,

Any updates?

Kind Regards,

Paul

[R4mona]

Hi paulgiii,

thank you very much for your data.

I have just taken a closer look at your values. For me there are currently no abnormalities.

Nevertheless, I have recorded a ticket for you. This will be sent to our internal technical department for analysis. My colleagues are trying to isolate and resolve the problem via remote maintenance. If this is not successful, a technician will contact you to arrange an on-site appointment.

Kind regards

R4mona

[paulgiii]

Hi @R4mona ,
Unfortunately, i was on vacation the past days with little to no access to my phone nor the network in my apartment. Can you please reopen the ticket since it was closed since I was not reachable?

Kind Regards,
Paul

[R4mona]

Hi paulgiii,

Thank you for your feedback.

I have just reopened the ticket and forwarded it to my colleagues for review. They will get back to you as soon as they find out what exactly is going on.

Best regards

R4mona