Internetstörungen in der vergangenen Woche

[Gendalph]

Entschuldigung, mein Deutsch ist sehr schlecht, ich benutze Google Translate.

Ort: Berlin 13407

Tarif: Vodafone CableMax 1000

Gerät: Vodafone Station (CGA6444VF) im Bridge-Modus mit Mikrotik hAP ac Router. Ich habe Vodafone Station mit Vertrag bekommen.

Probleme:

- Kompletter Internetverlust.

- Intermittierende Paketverluste/Latenzspitzen.

- Langsamer Upload (3-5-10 Mbit/s von ~50)

Unten angehängt ist ein Export von Speedtest von Ookla.

Ich habe auch eine Verbindungsüberwachung, die bei Ausfallansprüchen unterstützen sollte.

Connection: Router und Desktop sind über ein CAT5-Kabel verbunden (der Router ist über das mit der Station gelieferte Kabel mit der Vodafone Station verbunden, die Diagnose zeigt die gleichen Ergebnisse von Desktop und Router), Laptop und Telefone sind über Wi-Fi mit Mikrotik verbunden.

Browser: Brave (Windows 10) und Firefox für alles andere.

Betriebssysteme: Windows 10, Linux (Debian-Test), Android 11.

Problem: Die Unterbrechungen begannen letzten Donnerstag, den 27. Januar, gegen 15:00 Uhr mit einem fast vollständigen 24-Stunden-Ausfall, danach hatte ich eine verkrüppelte Upload-Geschwindigkeit (3-5 MBit/s) und eine hohe Verbindungsinstabilität (mit Freunden online gespielt und sie haben sich über Verzögerungen beschwert). Am Wochenende gab es einen kurzen Ausfall, danach fiel mein Upload auf unter 1 MBit/s. Ich kann mich nicht erinnern, ob es am Montag viel gab, außer einer verkrüppelten Upload-Geschwindigkeit, dann etwa 2 Stunden kein Internet am Dienstag, danach schienen sich die Dinge wieder normalisiert zu haben ... Bis heute, wo ich seit etwa 11 Uhr morgens kein Internet hatte.

Ab diesem Moment ist die Vodafone-Station nicht erreichbar (Ping an 192.168.100.1 fällt aus, Mikrotik meldet "Host nicht erreichbar"). When internet is completemy out, the issue usually manifests as all lights shining solid white or Internet short-blinking white.

Hotline ist nicht hilfreich, da ich kaum Deutsch spreche, aber in der letzten Woche habe ich überprüft, dass nichts beschädigt ist, alles mindestens einmal neu gestartet, und dennoch treten weiterhin Ausfälle auf.

Ich war geduldig, seit der Netz-Assistent einen Rückwegstörung gemeldet hat, aber das ist inakzeptabel geworden - ich muss mehrere Tage hintereinander über das mobile Internet zu WFH.

Speedtest Export (CSV):

Id,Date,Latency,Download,Upload,ConnType,ServerName,Lat,Lon,InternalIp,ExternalIp
6982b12c-28bf-4b89-af91-7c62ac55de8d,Feb/02/2022 10:51,29.447,46.31582,0.168288,Ethernet,Berlin,52.5235,13.3556,192.168.21.2,91.66.125.232
ee236d44-ed8f-4104-a120-b358a782ba87,Feb/01/2022 16:46,6.579,468.6343,30.36053,Ethernet,Berlin,52.5235,13.3556,192.168.21.2,91.66.125.232
ecbfdbe6-4ae4-4c75-bf2e-7accffbf2360,Feb/01/2022 10:16,10.675,609.0218,50.12156,Ethernet,Berlin,52.5235,13.3556,192.168.21.2,91.66.125.232
e1d8893b-c9cc-45c5-8f59-7d03cc637a33,Jan/31/2022 18:48,8.586,634.3706,5.493544,Ethernet,Berlin,52.5235,13.3556,192.168.21.2,91.66.125.232
fa1e0d45-006d-43c1-b035-53854e3e5898,Jan/31/2022 18:29,8.225,453.4698,0.197904,Ethernet,Berlin,52.5235,13.3556,192.168.21.2,91.66.125.232
307ecd7e-970d-4f6a-bc89-b05eb3ef4c56,Jan/31/2022 17:38,14.228,628.8262,0.633696,Ethernet,Berlin,52.5235,13.3556,192.168.21.2,91.66.125.232
fa4a59d0-ed74-405e-b0fa-1e06bc0f2fb2,Jan/29/2022 21:19,13.756,489.6747,2.067416,Ethernet,Berlin,52.5235,13.3556,192.168.21.2,91.65.201.29

[Gendalph]

Hey Marco,

I had a call from Vodafone on Tuesday to schedule a tech visit for tomorrow morning - I am waiting for that.

But I got billed for full price of my package this morning, even though I had no internet for almost half of the period, which caused me to try and reach Kundenservice, where unfortunately neither of the two representatives spoke English.

I've sent a message through contract cancellation form stating that this level of service is unacceptable, and if my issue is not resolved tomorrow, I will be seeking to end contract due to non-fulfillment on Vodafone's part.

Best regards,

Ihor

[Gendalph]

Technician ended up replacing the modem and making a few calls, which finally resolved the issue.

I will have to re-enable bridge mode, but I now have internet!

Best regards,

Ihor

[Claudia]

Hello Ihor,

good that the technician could solve the problem. We can give you a refund for 50% of the monthly fee for February, do you agree?

Kind regards,

Claudia

[Gendalph]

Hello Claudia,

Yes, I agree.

After Vodafone Station replacement the connection seems more stable - with old Station I had 1-2 second hiccups where packets were lost and frequent latency spikes, with the new Station I don't seem to be getting these hiccups and less latency spikes, however I get only up to 350-600 Mb/s download speed.

Steps I've tried:

• Rebooting Station
• Direct connection to Station
• Testing late at night

Should I provide test results I've accumulated?

Best regards.

Ihor

[Wallace]

Hi Gendalph,

I have stored the credit note in the system and this can be seen on the next invoice or the one after that.

Is the bandwidth so low on all devices (Windows/Linux)? A FTP speed test I just did showed 928MBit/s.

Regards

Wallace

[Gendalph]

Thank you.

I've tested only under Windows, but I've tested both through router and directly through Station, at various times using various tools (Speedtest by Ookla and Breitbandmessung).

As of this moment situation is as follows:

- Internet has been slow in the second half of the day, at times barely reaching 100 Mb/s.

- Since around 20:15-20:20, internet is effectively unusable, to the point I could not register an outage.

- I have not had full Download speed since my connection was fixed last Friday.

- Minor packet loss is still present (~0.5%, down from ~1%).

I am willing to perform more tests when I get the time, but at this point my connection has been having issues about half the time I had it this year. This level of service is unacceptable and I would like to terminate my contract on the grounds of non-fulfillment by Vodafone - I am bound by a contract to pay for a service that I cannot use.

Even though I don't depend on it for work, since I had to set up a backup connection, this is hands down the worst experience I had with an ISP, and I've dealt with a number of them over the years. It's clear to me that Vodafone runs its network in a way that doesn't allow it to function properly and I want no part in this show.

Best regards,

Ihor

[Martin59]

Hello Gendalph,

do I understand correctly that you want to terminate the contract early?

If so, please contact our complaints management.

You can reach them at the following address:

Vodafone Customer Care GmbH
Kundenservice
40874 Ratingen  

Best regards, Martin

[Gendalph]

Thank you for the information, I will contact them once I get my e-Post set up.

I just had another two outages, albeit short ones, that required me to reboot the router.

Best regards,

Ihor

[Gendalph]

And another outage, albeit less severe - connectivity issues: I can reach my server, but could not reach AWS console, 1.1.1.1 or 8.8.8.8. The latter two were tested directly from Vodafone Station and Traceroute showed

1. *** Request Timed out.

Best regards,

Ihor

[Claudia]

Hello Ihor,

did you contact the complaints management already? During the mentioned outages there were some timeouts at your modem. Other modems in the building have similar problems, we may send another technician here. He will need access to the house installation, can you grant him that? Please also inform us if there are symptoms in your household that might be linked to Covid-19. Can the technician use the number ***627 to make the appointment?

Kind regards,

Claudia