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.

[JulienArci]

Hello @pRo-Marco ,

We already changed the modem, 
FYI, we don't have connection since 13h15 today.
I hope it helps because I have had enough, 
Nothing changed in 9 months, it looks like it's a joke 

Thanks for your help

[JulienArci]

Good morning 

Just to to keep a history, 
The problem appeared yesterday from 13h15 to 15h00.

I tried to use again my connection today but, the issue is there since 10 am.

Could someone try to see if the issue appears on your side, please ? @pRo-Marco @Claudia @Tobias @ERFD 
I hope it will be solved soon, as I need internet to work..

Thank you in advance, 
Best regards,

[Wallace]

Hi JulienArci,

the line was clean at the time. How is the connection when a PC is connected directly via LAN cable to our router without your TP Link Archer C5?

Regards

Wallace

[JulienArci]

Dear @Wallace 

The problem is here when I connect my devices directly on the vodafone routeur, with LAN or using WIFI.

BTW, the problem was here from 9H45 to 9h53,

Everything was checked from my walls to the user (us)
Is it possible to consider that the problem is located outside ? Maybe a misconnection on the lines ?

Thank you in advance for your help,

Best regards,

[Claudia]

Hello JulienArci,

you wrote the access was fine for a week after the technician left, what did he do apart from replacing the antenna socket? There is nothing suspicious on the line. If you agree we can try and disable the Docsis 3.1 upstream channel and check if that helps.

Kind regards

Claudia

[JulienArci]

Dear Claudia,

The technician did nothing else than replacing the socket.

Maybe we can do that but can we wait until the problem appears again ? 
Then I'll send a message here and we could try this solution.

Why would disabling DOCSIS 3.1 help solve the problem? 

Thank you in advance for your help !

Best regards,

[ERFD]

Hello JulienArci,

because then over these frequencies no more disturbances can develop. Feel free to contact us if we can still do something for you. Otherwise leave us a feedback here, so that we can close your contribution.

I'll also send you a PN with a survey about our service here. It would be great if you take a few minutes for it.

Best regards Fred

[JulienArci]

Hello everyone, @ERFD 

As we still have problem with the connection day after day, I allow you to do what you think is good for us.
Please if you do something, make sure that it won't have a negative impact on our experience.
We have been having problems for a very long time now for a service we are paying for and we are really considering to find an other solution by ourselves if the problem is impossible to solve... 😕 

Thank you in advance for you help ! 

Best,

[Tobias]

Hey @JulienArci,

well, i would like to send a new technician, there are still timeouts and a few modem values that are not okay, is that okay for you?

Regards

Tobias

[JulienArci]

Hey @Tobias,

Yes, of course, you can do whatever it takes to solve the problem.

In order to keep history on this, the indoor installation was checked by the first technician, he changed the wall socket and the copper cable. Before that we already exchanged the router.

That's ok for me if a second one comes at home but,
Will it be possible to have an other technician to check the outdoor installation too ? 

Thank you for you help ! 🙂 

Best,