Loosing synchronisation & Slow Download speed (5Mbits)

[RiFi]

This is the worse internet provider i had in my life. 

Our line is loosing synchronisation everyday the router require 15min to get up again.

In addition the internet speed is not stable and very variable during the day : it always depends on how lucky your are today.

Customer service is null & are not able to understand the problem neither solving it. 

Sending a technician to do a speedtest when connection is stable will not help to identify the problem (if we can call them technician : They should be able to collect data and understand the problem not just doing dummy speed test which my grandmother is able to do). There are other way to diagnose which i have shared to technician but unfortunately the only thing they know is speedtest.
As working from home become a necessity we found ourself disconnected everyday and required to do a reclamation that always ends closed. 

No one listen & no one is able to solve the problem.

Edit: @RiFi  Moved in the right board. Best regards Kurtler

[Martin59]

Hello RiFi,

we will be happy to take a look at it. Please answer the open questions from the Link .

Best regards, Martin

[RiFi]

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@Martin59  schrieb:

Hello RiFi,

we will be happy to take a look at it. Please answer the open questions from the Link .

Best regards, Martin

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This is a total arnaque. Your services send a technician to do a speedtest and charghe 99,5 Euro for doing speed test. 
Problem still persist connectivity is up and down and not stable at all. 

Disturbance of cable internet services

• In which state do you live? 10627
  
• Which contract do you have?  internet + telephone 100
• Which modem / router do you use? vodafone
  
• Do you use a loaner device from us or do you have your own device ? loaner device
• What is the error ? (Speed ​​too low; packet loss) Send screenshots of speed tests (with date and time) and tracer / ping plotter measurements in the event of packet loss or ping problems
  Slow : Variable speed on Upload /download, Jitter 
• How is your terminal with the modem connected ? wired
• Which browser do you usually use? chrome
  
• Which operating system do you have on your computer? mac
  
• Start and period of the disturbance . since June

[RiFi]

• In which state do you live? 10627
  
• Which contract do you have?  internet + telephone 100
• Which modem / router do you use? vodafone
  
• Do you use a loaner device from us or do you have your own device ? loaner device
• What is the error ? (Speed ​​too low; packet loss) Send screenshots of speed tests (with date and time) and tracer / ping plotter measurements in the event of packet loss or ping problems
  Slow : Variable speed on Upload /download, Jitter 
• How is your terminal with the modem connected ? wired
• Which browser do you usually use? chrome
  
• Which operating system do you have on your computer? mac
  
• Start and period of the disturbance . since June

[Martin59]

Hello RiFi,

I'd be happy to take a closer look. Please send me a PN   with the name of the contract holder, date of birth, full address and customer number.

After that, please leave a short feedback here.

Best regards, Martin

[Martin59]

Hello RiFi,

when was the last interruption or when was the last time the internet was too slow?

Best regards, Martin

[RiFi]

It happen everyday and randomly. I have sent you screenshot in a private message.

Can you please also work on the invoice.

[Martin59]

Hello RiFi,

I have just arranged for the credit note for the technician's work. This will be visible on the next invoice or the one after that.

However, I would like to commission a technician again, who will take another look on site, as some errors are still apparent on your connection.

Best regards, Martin

[RiFi]

Hi,

Thank you for the fixing the bill issue. Hopefully (looking forward for the next bill to see it).

1 - From your side what is wrong or what do you see wrong with our connection?

2- We do not want a technician who just come in to do a speedtest (it will not solve the problem if the issue doesn't happen in that specific minutes when he is on site). 

3- Does it mean we need to pay the technician also if you send it ?

I have setup a monitoring tool over the router, as i have sent you on screenshot. I will continue to monitor and provide you with a report over the period but the numbers doesn't look good.

[Martin59]

Hello RiFi,

The technician should take a look at your connection and correct the fault, since there is obviously one.

There are increased timeouts and increased error correction on your connection. This must be corrected.

Best regards, Martin

[RiFi]

Hello,

Shall we expect that the technician stay at our place for 8hours ? 

or he will come for less than1min to do a speed test then leave ? (We had already 2 time technician came).

The last time after the technician left by 1h30 we had a high ping & jitter on network package (bad, we even restarted the router ... )

We believe the issue is not from the connectivity at our place but something (outside of our home) : Building, Central division .... etc .

In your message you have written : "This must be corrected. " 

Can you elaborate more from your side ? what do you see ? How will you fix it ?

Thanks