Internet quality is too far to be good

[Nikita1992]

Hello,

sorry for writing in English but my German is still the same as the quality of internet connection we have.

So the account:

Kundennummer - ***

Phone number - ***

The connection was good all the time but recently it changed... 

The problems are - sometimes I can't open a random web page, sometimes I can't open a short video on Youtube(the status is loading but endless)...sometimes it's working fine for 5-6 minutes, and then the problem comes again

I tried to reboot the modem many times, I tried to reset it to default....it didn't change the situation

We have the problem on all devices connected - two laptops, two smartphones, TV, etc

Could you please check the connection from your end

Many thanks in adavance 

Edit: Kundennummer und Telefonnummer editiert. Lars

@Nikita1992  Moved to the correct board. Best regards Kurtler

[Nikita1992]

--- 192.168.0.1 ping statistics ---
32 packets transmitted, 32 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 8.435/12.051/15.619/2.884 ms

--- 8.8.8.8 ping statistics ---
72 packets transmitted, 64 packets received, 11.1% packet loss
round-trip min/avg/max/stddev = 19.935/80.740/616.744/150.244 ms

[Moni_GK]

Hello Nikita1992,

sorry that the connection is disturbed.

I'll be happy to take a look at it.

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

[pRo-Marco]

Hi Nikita1992,

I can't reach your modem.

I would like to have a technician come out and take a look at it on site. If that's okay with you, I still need a cell phone number so we can set up an appointment.

Is the house installation accessible?

Please note the information about the service charge. If the cause is in our area of responsibility, the service is free of charge for you.

Due to the current developments we have to take certain precautions. Therefore, we need to know if there are any symptoms in your household that could be related to Covid-19. Of course we don't want to offend you, but on the other hand we don't want to endanger more people unnecessarily.

Kind regards

Marco

[Nikita1992]

Hello,

I was on vacation and the modem was turned off, could you try to debug again, now it's online

[pRo-Marco]

Ah, okay Now it is online, but the signal is very bad. So we still need the technician at your place. Please answer the questions above.

[Nikita1992]

Hello,

The house installation is accessible

The phone number is xxxxxx

There are not any symptoms in our household that could be related to Covid-19. 

Best regards

[Moni_GK]

Hello,

I have commissioned the technician directly to you. The colleague will contact you to arrange an appointment.

Greetings Moni

[Nikita1992]

Hey

Unfortunately, the technician didn't come to us, it tried to call us once(not sure what is the reason to call to the phone instead of ringing the doorbell) and now the ticket is stated as completed...I reopened the ticket and someone from the VF tried to call me but because I don't speak the german language the guy just canceled the call...now I don't know what to expect - is it possible to reopen the issue and just ask the technician to go to us directly and don't call

[Manu]

Hi Nikita1992,

the technician was at your house but could not find your name at the door bell. So he didn´t know where to ring and tried to call you.

I can open a new ticket for you, but please tell me: is your name at the door bell? Or where does he have to ring?

Please send me a Privatnachricht. 

Best Regards, Manu