Poor connection Vodafone Kabel

[Biosagi]

I recently opted for a Vodafone Kabel connection for my home in hamburg. My contract started on August 10th, 2021 and ever since my internet is very poor. I have the Kabel 1000MBits connection and I am the only person in the household. Whenever I do video calls with my husband, family or friends, the calls keep dropping and the person on the other end is not able to see my video clearly even for a minute. After a couple of minutes on the video call, it shows "poor connection" or "reconnecting" or I have to disconnect the call and reconnect. i tried all probable solutions that was provided on the online portal of vodafone and even tried to reach the customer care. however, they dont speak English and I dont speak/understand German. So, I have been living with this crap internet for the past months. Even when I emailed Vodafone, they wrote to me after 10 days!!!! I went to a nearby Vodafone store as well and seeked for help. But they could not help me out. The connection drops even if I am sitting next to the router. 

Can you please provide some assistance with someone who can speak in English??!! 

Very annoyed with Vodafone!!! 

[Biosagi]

Great, thanks! I am looking forward to the appointment! 

[Biosagi]

Hi Team, 

the technician visited home two weeks back. he checked the router and said that speed is ok when connecting his device via LAN cable. He said Fritz box will be more suitable for me if I need to make video calls and stream HD online via wifi. So, I ordered a fritz box and been using it since 1.5 weeks. The trouble is still the same. The video calls keep dropping and we get "poor connection. video paused" or "reconnecting" every 5 mins. Added to this, I am having troubles to connect via vpn on my office laptop - even if I connect with the LAN cable. The connection keep dropping and it is impacting my work. I am a doctor and my work is impacted hugely because of your crappy internet service. Whats the point of paying more for the fritz box, if i have to deal with the same connectivity problems? Totally disapppointed with vodafone!!! Not a single day goes without complain ever since I got the connection two months back. I want this to be rectified properly atleast this time!! 

[Jana478]

Hello Biosagi,

Have you followed the tips from the technician to optimise the WLAN settings of the Fritzbox? For example, use separate SSIDs, 2.4 and 5 GHz.

He said that the problem probably only exists in the WLAN, which is very susceptible to interference.

Or are you currently also having problems with the LAN connection?

Many greetings

Jana

[Biosagi]

Hello Jana, 

I tried optimizing the WLAN with different frequencies. the problem still exists. 

connecting my laptop with cable (LAN) also makes the connection to drop. 

I even tried whatsapp video calls/skype/zoom on my laptop with the LAN cable connected. the problem still exists. 

Connecting my office laptop also drops the connection frequently (like every 2 mins I am reconnecting my VPN). Totally poor service from Vodafone!! 

[Wallace]

Hi,

because I see no errors on the line I would like to exchange the router. Is that okay?

Regards

Wallace

[Biosagi]

Hi Team, 

I would like to exchange the router provided the issue is fixed for real this time. Its been more than 2.5 months that I have been complaining about poor internet services at home. At first, the normal router that was sent by Vodafone was asked to be replaced with Fritzbox and now you are asking me to replace this >Fritzbox as well. 

If the issue is not fixed this time, I would like to get the refund for paying for poor internet services from Vodafone and also cancel the contract. 

Let me know how you would like to help me out. 

[Claudia]

Hello Biosagi,

so shall we replace the Fritzbox as suggested or not?

Kind regards,

Claudia

[Biosagi]

My answer is on the first line of the previous reply.

Yes, you can replace the router provided the issue is fixed for real this time!!!

Suda

[Tobias]

Hi @Biosagi,

i swapped the device, it should receive you soon 🙂

Regards

Tobias