Packet loss & connection lost everyday

[clems]

Hello Vodafone,

I'm opening a new thread following the connection issue I had last year as I'm again experiencing disconection and packet loss every hour every day: https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/Technicolor-VF-2-0-17-keeps-rebootin...

Here are the general informations:

• In which state do you live? - Berlin 13409
  
• Which contract do you have? - Red Internet & Phone 1000 Cable
• Which modem / router do you use? - Vodafone Station CGA4233DE
  
• Do you use a loaner device from us or do you have your own device ? - Loaner
• What is the error ? - Loss connection on every device, it seems that the router is rebooting

Here is a pingplotter over 10 minutes:

I really would like this to be fixed as I cannot accept to have such disturbance every hour.

Thank you for your help,

[Manu]

Hi clems,

you´re welcome. I have ordered the technician again for you. My colleagues will call you to set an appointment. I hope they can solve it soon.

Best regards, Manu

[clems]

Hello,

Last week a technician came and told me that to solve this issue, it needs a 2nd intervention outside the building. Can I have a follow-up on this 2nd intervention?

Thank you very much for your help.

Best regards,

[ERFD]

Hello clems,

the technician completed the job and did nothing further. According to the conclusion, this blocked the OFDMA and performed an update on the modem. There is no further order. The error rate on the modem is still high. Someone has to come by here again. Was the technician with you at the house distribution system in the basement?

Regards Fred

[clems]

Hello,

I'm really confused by the attitude of the 2 technicians that came so far:

- The 1st one called me to say that there is nothing to do at my place because it's a building issue, then told you I refused to let im in?!

- The 2nd one comes and say to me that the issue is not coming from my place because it's more global issue, at least my building but maybe bigger and it needs another intervention, but then told you everything is OK?!

Yes the technicians saw the Vodafone metal box (distribution system I guess but I'm not an expert) in the basement but told me they cannot do anything from there, that it has to be somewhere else in the building and I don't the keys to access it or it's directly on the street.

I am still OK to have someone else to come but I think this is useless since 2 technicians already told me the issue is not coming from my personal installation. Can I get someone who perform the building/street operation?

Thank you very much for your helps,

Best regards,

[ERFD]

Hello clems,

I can not explain to you what is going on with the technicians 😞 Can you ask the janitor or the administration if there is a second distribution in the object. And if this is locked, we need someone to open it for the technician. The errors at the modem do not occur at the neighbor in the house.

Regards Fred

[clems]

Hello,

I'm not sure to understand your last message because on this very same thread, on Apr 22th, @Claudia wrote:

"The other modems in your building have trouble with the signal as well"

And now you are telling me that "The errors at the modem do not occur at the neighbor in the house." ?!

I'm very confused...

There is no janitor in my building I will have to ask the landlord.

This is a neverending story...

Best regards,

[ERFD]

Hello clems,

correct, but that was exclusively about the upstreams and not about errors on the downstreams, as is currently the case. This is what the technicians interpreted as an external problem. But it is not, because it does not occur with the neighbors. If the problem is caused by the CMTS from the outside, everyone in the house has the same problems. We do not have any reports from the neighbors. Sometimes the issues get mixed up. Happens unfortunately.

Regards Fred