Last SOS call for internet problem.

[JulienArci]

Hello,

I have internet problem for months now (maybe 6, since the "upgrade" from 200 Mbs to 250 Mbs).

I don't speak german, unfortunately, the call center is only in german because the employees are not "allowed" to speak in english...

What's my problem ? 
At random time, my internet connection is not useable. It looks like I can do a search on google, but most of the websites are not reachable. (3 - 4 times a day for 30min-2hours each)

- I already called the customer service and tried to get help. the "second level talk" was supposed to call me back, nothing. 
- I already did everything you or your bot asked me to do (restart, factory reset, cable tests........).
- I called the customer service with help from my girlfriend who speaks german, we did every (sorry for that) useless restart, reset, tests again, nothing.
- I already changed my routeur once and the problem disapeared for one week before coming back (Yeay ! ....).
- My IPv6 address is displayed well in the admin panel of the routeur but, when I test it on internet, the address is not available.

Informations :
-Postcode : 12205

-Red internet & Phone Young 200 Cable
-Your modem (TG3442DE)

-Your modem

-Connection not secure, not useable (connected, no internet access : from android) I can only use google search -but no websites are reachable.
-LAN or WIFI, or external TPLink
-Google, Brave, Firefox and Opera GX
-Windows 10 or android 7.0
-About 6 months ago
-
- I can't call them, I have a french number and it costs me a lot to have advices that didn't work previously.

I am actually working at home because I don't have an other way to do.

Can someone please help me with that ? I am at the end of my rope...

Thank you in advance, 
Have a nice day.

[ERFD]

Hello JulienArci,

welcome to the community 🙂

We will be happy to take a look at your connection and the problem with the intermittent interruptions. Please send us the customer number, name including address and date of birth of the contract holder via private message.

Write here briefly when the data has been sent. Currently it takes a few days until we are back in the post 😞

Best regards Fred

[JulienArci]

Dear Fred,

Thank you for your answer,
I did send a private message 🙂 

Have a nice day,

Best regards,

[ERFD]

Hello JulienArci,

is the described problem around the clock or only at certain times of the day? Please run a latency test via PathPing, WinMTR or PingPlotter to www.google.de here. Are both IP addresses displayed when calling the page here?

Best regards Fred

[JulienArci]

Dear Fred,

The problem appears sometimes and it looks like my connexion is not secure when the problem is here. (I have this information when I'm trying to connect to the following websites : speedtest.net, twitch.tv (just 2 examples)

But I still can have access to google.com and the result page.

You can find attached a result from PingPlotter.
When the problem will be there again, I'll run again PingPlotter to see if I have other results. (I'll try to ping speedtest.net too, a non reachable website when the problem is here).

Thank you for your help,
Don't hesitate to reach me if you have any questions.

Have a beautiful day,

Best,

[JulienArci]

Hi again,

Sorry I forgot to mention that the ipv6 is not available while testing the internet speed.

Thank you in advance for your help !

Best,

[JulienArci]

Hello again, 

Today I had the problem twice,
Once this morning and once this afternoon for 2 hours.
Here are all the tests I did : 

PingPlotter during the problem with a non reachable website : 

Then, the problem disappeared and I thought about testing my connexion speed : 

When I installed the new router we received in exchange of the first one, we had 300Mbps in download, 30 Mbps in upload and 18ms (ping).

I hope it will help ! 

While waiting your feedback, I wish you a lovely day.

Thank you,
Best regards,

Edit: Removed attachment with private IP address. Team Community

[ERFD]

Hi JulienArci,

"Sorry I forgot to mention that the ipv6 is not available while testing the internet speed."

if the problem does not occur, are both IP addresses available or is the IPv6 address missing in general? Is IPv6 active on your device?

I see a low error rate in the upstream on the modem. Other modems of the same type in your area do not disconnect irregularly. Can you please disconnect the modem from the power supply and check if the connection works correctly again? Otherwise a technician will have to take a look at it.

Have a nice Weekend 🙂

Best regards Fred

[JulienArci]

Dear Fred,

Thank you for your answer ! 

The IPv6 is missing in general.
I'm actually using my neighbour connexion and he doesn't have the IPv6 either and everything is working fine (Vodafone too).

I did remove the power supply for an hour and after a reboot, the problem still appears.

What should I do to contact a technician ? Will you do that for me ? 

Thank you very much in advance for your help ! 

Have a lovely day.

Best regards,
Julien Arcicasa.

[Claudia]

Hello JulienArci,

thank you for testing. To send a technician we need the following three details from you: Can you grant him access to the house installation? Are there symptoms in your household that might be linked to Covid-19? Please also send a phone number the technician can call to make an appointment. Use the private message for that and reply again in this thread.

Kind regards,

Claudia