Ping spikes and instability

[Rafa3]

Hello all,

Around a week ago I started experiencing latency issues related to ping spikes.

I've already tried the "basic troubleshooting" steps such as resetting the modem, checking cables and outlets and moving the modem around, but none actually helped.

One thing that I noticed is that early morning the connection seems overall Ok. I still see a few spikes but in general it looks fine:

Do 9. Dez 06:27:58 CET 2021: PING 1.1.1.1 (1.1.1.1) 56(84) bytes of data.
Do 9. Dez 06:27:58 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=1 ttl=57 time=16.5 ms
Do 9. Dez 06:27:59 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=2 ttl=57 time=13.9 ms
Do 9. Dez 06:28:00 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=3 ttl=57 time=66.8 ms
Do 9. Dez 06:28:01 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=4 ttl=57 time=130 ms
Do 9. Dez 06:28:02 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=5 ttl=57 time=11.5 ms
Do 9. Dez 06:28:03 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6 ttl=57 time=11.9 ms
Do 9. Dez 06:28:04 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=7 ttl=57 time=15.1 ms
Do 9. Dez 06:28:05 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=8 ttl=57 time=16.4 ms
Do 9. Dez 06:28:06 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=9 ttl=57 time=12.2 ms
Do 9. Dez 06:28:07 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=10 ttl=57 time=13.2 ms
Do 9. Dez 06:28:08 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=11 ttl=57 time=10.5 ms
Do 9. Dez 06:28:09 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=12 ttl=57 time=11.5 ms
Do 9. Dez 06:28:10 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=13 ttl=57 time=12.8 ms
Do 9. Dez 06:28:11 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=14 ttl=57 time=17.7 ms
Do 9. Dez 06:28:12 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=15 ttl=57 time=12.2 ms
Do 9. Dez 06:28:13 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=16 ttl=57 time=20.1 ms
Do 9. Dez 06:28:14 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=17 ttl=57 time=12.1 ms
Do 9. Dez 06:28:15 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=18 ttl=57 time=77.9 ms
Do 9. Dez 06:28:16 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=19 ttl=57 time=15.1 ms
Do 9. Dez 06:28:17 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=20 ttl=57 time=15.7 ms
Do 9. Dez 06:28:18 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=21 ttl=57 time=14.0 ms
Do 9. Dez 06:28:19 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=22 ttl=57 time=14.9 ms
Do 9. Dez 06:28:20 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=23 ttl=57 time=10.6 ms
Do 9. Dez 06:28:21 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=24 ttl=57 time=23.3 ms
Do 9. Dez 06:28:22 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=25 ttl=57 time=14.7 ms
Do 9. Dez 06:28:23 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=26 ttl=57 time=23.7 ms
Do 9. Dez 06:28:24 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=27 ttl=57 time=18.5 ms
Do 9. Dez 06:28:25 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=28 ttl=57 time=18.6 ms
Do 9. Dez 06:28:26 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=29 ttl=57 time=14.5 ms
Do 9. Dez 06:28:27 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=30 ttl=57 time=14.4 ms
Do 9. Dez 06:28:28 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=31 ttl=57 time=10.7 ms
Do 9. Dez 06:28:29 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=32 ttl=57 time=13.2 ms
Do 9. Dez 06:28:30 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=33 ttl=57 time=126 ms
Do 9. Dez 06:28:31 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=34 ttl=57 time=49.5 ms
Do 9. Dez 06:28:32 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=35 ttl=57 time=15.3 ms
Do 9. Dez 06:28:33 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=36 ttl=57 time=18.1 ms

 however, after around ~8 AM it starts becoming quite unstable:

Do 9. Dez 08:19:16 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6669 ttl=57 time=14.0 ms
Do 9. Dez 08:19:17 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6670 ttl=57 time=12.0 ms
Do 9. Dez 08:19:18 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6671 ttl=57 time=13.5 ms
Do 9. Dez 08:19:19 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6672 ttl=57 time=13.9 ms
Do 9. Dez 08:19:20 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6673 ttl=57 time=14.3 ms
Do 9. Dez 08:19:21 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6674 ttl=57 time=11.2 ms
Do 9. Dez 08:19:22 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6675 ttl=57 time=11.8 ms
Do 9. Dez 08:19:23 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6676 ttl=57 time=14.0 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6677 ttl=57 time=11200 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6678 ttl=57 time=10207 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6679 ttl=57 time=9193 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6680 ttl=57 time=8217 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6681 ttl=57 time=7207 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6682 ttl=57 time=6209 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6683 ttl=57 time=5185 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6684 ttl=57 time=4199 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6685 ttl=57 time=3174 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6686 ttl=57 time=2250 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6687 ttl=57 time=1254 ms
Do 9. Dez 08:19:36 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6688 ttl=57 time=282 ms
Do 9. Dez 08:19:37 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6689 ttl=57 time=45.8 ms
Do 9. Dez 08:19:38 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6690 ttl=57 time=15.2 ms
Do 9. Dez 08:19:39 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6691 ttl=57 time=12.5 ms
Do 9. Dez 08:19:40 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6692 ttl=57 time=26.3 ms
Do 9. Dez 08:19:41 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6693 ttl=57 time=12.4 ms
Do 9. Dez 08:19:42 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6694 ttl=57 time=31.8 ms
Do 9. Dez 08:19:43 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6695 ttl=57 time=10.7 ms
Do 9. Dez 08:19:44 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6696 ttl=57 time=23.0 ms
Do 9. Dez 08:19:45 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6697 ttl=57 time=43.9 ms
Do 9. Dez 08:19:46 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6698 ttl=57 time=34.8 ms
Do 9. Dez 08:19:47 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6699 ttl=57 time=14.3 ms
Do 9. Dez 08:19:48 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6700 ttl=57 time=13.1 ms
Do 9. Dez 08:19:49 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6701 ttl=57 time=14.8 ms
Do 9. Dez 08:19:50 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6702 ttl=57 time=12.3 ms
Do 9. Dez 08:19:51 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6703 ttl=57 time=31.1 ms
Do 9. Dez 08:19:52 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6704 ttl=57 time=176 ms
Do 9. Dez 08:19:53 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6705 ttl=57 time=68.5 ms
Do 9. Dez 08:19:54 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6706 ttl=57 time=58.5 ms
Do 9. Dez 08:19:55 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6707 ttl=57 time=22.4 ms
Do 9. Dez 08:19:56 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6708 ttl=57 time=47.9 ms
Do 9. Dez 08:19:57 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6709 ttl=57 time=50.7 ms
Do 9. Dez 08:19:58 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6710 ttl=57 time=210 ms
Do 9. Dez 08:19:59 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6711 ttl=57 time=50.7 ms
Do 9. Dez 08:20:00 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6712 ttl=57 time=128 ms
Do 9. Dez 08:20:01 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6713 ttl=57 time=65.8 ms
Do 9. Dez 08:20:02 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6714 ttl=57 time=34.4 ms
Do 9. Dez 08:20:03 CET 2021: 64 bytes from 1.1.1.1: icmp_seq=6715 ttl=57 time=90.5 ms

* By the way, there was nobody at home today during this time and only one machine was connected to my network...

I also ran the ping test directly from the modem and it has pretty much the same pattern:

I've called the hotline yesterday and the Vodafone representative that spoke to me said that it was definitely a modem issue and that I would receive an SMS with a tracking number as they would be sending me a replacement, but so far I did not receive anything, hence I am trying to post here in the forum now.

Does anybody have anything to share that I could try in addition?

As for the contract/device info:

• In welchem Bundesland wohnst Du? Sende bitte auch die Postleitzahl
  • Berlin, 10435
• Welchen Vertrag hast Du? (z.B. Internet + Telefon 100)
  • Red Internet & Phone 1000 Cable
• Welches Modem/ Router nutzt Du? (z.B. Hitron)
  • Vodafone Station (TG3342DE)
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?
  • Leih-Gerät (Leased)
• Welcher Fehler tritt auf? (Geschwindigkeit zu gering; Packetloss) Schicke dazu auch Screenshots von Speedtests (mit Datum und Uhrzeit) und Tracerts/ Pingplotter-Messungen bei Packetloss oder Ping-Problemen
  • Described above
• Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN)
  • LAN/WLAN
• Welchen Browser verwendest Du normalerweise? (z.B. Firefox)
  • Chrome
• Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows)
  • Multiple: Windows 10 / Ubuntu 20.4
• Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend)
  • Around a week ago.
• Lade dazu noch einen Screenshot von den Signalwerten hoch. Diese findest Du in der Benutzeroberfläche Deines Kabelrouters über 192.168.0.1 bzw. über 192.168.178.1 bei der Fritzbox.
  • Attached as PDF (DOCSIS Status.pdf)
• Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625 für Vodafone Kabel Deutschland bzw. 0221/46619100 für Vodafone West) durchgeführt?
  • Nothing, I was told I would receive a new modem as mine was kaputt...

[Rafa3]

Hey Tobias,

Thank you for your reply.

The Technician finally aknowledged that there is an issue with the connectivity and also stated that this is affecting the whole haus, so all my neighbours are having the same problem. He said that he would forward this to Vodafone as the problem was out of his reach. Now I would like to know how can I:

1. Track the progress of the resolution?

2. Expedite the work to be done so that this gets solved as fast as possible?

Please understand my situation and frustration. I am reporting this issue for more than a month, in between I was forced to replace my modem because it was assumed that this was the problem and only after I would get an appointment with a technician. After changing the modem, which of course didn't work, I had 3 technicians coming over. The first one apparently didn't do anything, the second one said that the issue would magically solve itself after some time, and finally the 3rd one acknowledged that there was indeed something wrong in Vodafone's side. I am tired of waiting, it really *piep* to work/stream/game with such a flaky internet connection.

Sorry for the rant, but please, I need this to be fixed.

Thanks,

Rafa

[pRo-Marco]

Hi Rafa3,

I'm very sorry about the isue and that it took so long to figure out, what the problem is I hope we can fix this very soon!

Kind regards

Marco

[Rafa3]

Hey Marco,

Thank you for your response.

Could you please help me expedite this issue? Also, could you please provide me a way to track the progress? I need a timeline as the current state is not acceptable.

Kind Regards,

Rafa

[Rafa3]

So Vodafone closed my Auftrag and my issue is still not solved... How does this happen? Why does it get closed if the problem is still there?

[ERFD]

Hello Rafa3,

the colleagues have closed the ticket 003-XXXX728/22, because it was detected a too high load on the supplying fibernote. The current ticket 003-XXXX166/22 is assigned to this problem. Unfortunately there is currently no forecast when the connection will be available again without restrictions.

Best regards Fred

[Rafa3]

Hello Fred,

I see, but then I require a discount until the issue is solved. It makes no sense for me to pay the full price if Vodafone is not able to deliver what has been legally agreed. Also, why Vodafone does not proactively notify users of such issues and stop charging for their limited service while the issue is not fixed? This not cool at all...

Please let me know how to proceed.

Also, I know this is not your fault (support/forum team), but I really hope you understand my situation and help me escalate this issue.

[Tobias]

Hey @Rafa3,

well we can offer you like 50% of the monthly payments youve actually done, if its okay for you. So its actually a credit for january.

Regards

Tobias

[Rafa3]

Hey Tobias,

I am still having issues and I am tired of this. Can you please help me cancelling all my Vodafone contracts (TV and Internet) until the end of this month? I want no business with Vodafone anymore and I am switching to another provider. 

Thanks,

Rafa

[Claudia]

Hello Rafa3,

the task ***166/22 was closed at the beginning of March as the net utilisation is lower now. Which bandwidth do you get with an ethernet connection?

Kind regards,

Claudia

[Rafa3]

Hello Claudia,

It does't matter. Yesterday I had multiple outages, no internet at all. I spent, once again again, all the credit on my phone in a day because I had to use its mobile network to get back to work. I am done with Vodafone and I want all my contracts to be cancelled immediately. 

It is very clear on the text below that I can request the extraordinary cancellation of my contract given the poor service that I am being delivered:

Minderungsrecht: Wenn der Internetzugang zu langsam ist.

• Wenn Sie nicht die vertraglich vereinbarte Leistung Ihres Internetzugangsdienstes erhalten, können Sie das monatliche Entgelt gegenüber Ihrem Anbieter mindern oder den Vertrag außerordentlich kündigen.

Source: https://www.bundesnetzagentur.de/DE/Vportal/TK/NeueKundenrechte/start.html

I ask once again, please cancel all my contracts, both TV and Internet immediately. I have no intention to fix the problem or wait for a solution as I am waiting since end of last year, please do not waste our time trying to offer anything else than the immediate cancellation.

Thank you,

Rafa