My internet keeps disconnecting

[ToriMori]

Hello! I'm a brand new vodafone customer and I need some help. 

Just got to a new flat and plugged in my router. Everything looks great, but the Internet keeps disappearing every 30 seconds or so.  IT looks fine on the router but whenever I try to connect it just disappeares. 

I did all the troubleshooting, plugged and unplugged it, went through the online helper and all of that, turned it off and on about 20 times now. Any ideas, anyone? 

Thanks a lot! 

Tori 

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

[Kieferer]

"...but the Internet keeps disappearing every 30 seconds or so"

What does disappear, LAN/WLAN?

Please post the VF Station Eventlog and docsis values

[ToriMori]

Everything was disappearing. It was just losing everything and looking for connection again. 

But it's fine, turns out I was sent a router that's broken. I tried one borrowed from a friend and it's working fine. Anybody knows how I can send the one that's faulty back? 

Thanks a lot. 

[Kieferer]

What type of contract do you have? e.g. 500/50
Type of the original router?
Type of replacement router?
Screenshot Docsis signal values?
State of residence?
Screenshot speedtest?

It may well be - assuming good signal values - that the docsis 3.1 channel is OFDMA poor despite all this. A docsis 3.0 router does not have this channel, but will be limited in speed to max. 600Mbits?
This concerns contracts from 500MBits upwards.

In case of a replacement you will get a docsis 3.1 router again.

But without data, you don't know anything.
Some data is needed to help,

[Thomas]

Hi ToriMori,

let´s take a look. Send me your customer number, name, date of birth and address in a private message.

Then reply again here in the post.

Regards

Thomas

[ToriMori]

Hi Thomas, 

sent the PM

Thanks, 

Tori

[Tobias]

Hi @ToriMori,

the line looks fine actually, their is nothing wrong actually. Where do you got these disconeccts? Wifi, Lan? Does it accure also actually?

Regards

Tobias