Red Kabel 1000 packet loss and instabilities

[victoriam90]

Hello vodafone community 🙂


I have been experiencing very high packet loss (up to 100%) since a month. Before my connection had been working fine for 1+ year. I have a Red Cable 1000 contract for 1+ year now.  

Berlin, 10115. Vodafone Station TG model.

Impossible to play any video game (1FPS and i am being quite optimistic), the bandwith hardly gets to 2MB / s, ping is 150 + ms. I purchased an ethernet cable to test out, same issues between ethernet cable and wifi. Router restored countless times. Coaxial cable unplugged and plugged again and again.    

The issue is worse in the evenings around 9PM, it can be totally fine and then be a total hell until 1 AM / 2AM. So i guess this has to do with congestion.  

Could i please get help and someone check my connection? I can send any necessary info.  

Kind regards.
Victoria

[Moni_GK]

Hello victoriam90.

I would be happy to take a look at the line. Please send me a PN with your customer data (name, address, customer number and date of birth).

Then please contact me again here when you have sent me the data.

Best regards

Moni

[victoriam90]

Hi Moni,
Thanks for replying to my thread. I just sent you a PM with the information and some screenshots.
Thanks a lot in advance!
Kind Regards,
Victoria

[pRo-Marco]

Hi victoriam90,

there is an error rate and many timeouts here.

I would like to get a technician to come and take a look at it. If that's okay with you, I need a mobile phone number so we can make an appointment.

Is the house system accessible?

Due to the current developments, we have to take certain precautions. Therefore, we need to know if there are any symptoms in your household that could be related to Covid-19. Of course we don't want to offend you, but on the other hand we don't want to put more people at risk unnecessarily.

Kind regards

Marco

[victoriam90]

Hello Marco,

Thank you so much for your answer. I am "relieved" the issue could be seen.

I will ask my Hausmeister to grant access to the keller (max 48 hours for the reply) + my line at home is accessible.

Regarding COVID (i know you have to ask it :), it's alright): I live alone, work from home, and have currently no symptoms of COVID-19, and never had. I'll make sure to maintain safe distance + wear a mask + open windows when the technician comes.

I'm sending you my phone number via private message, i'm not sure i'm allowed to post it here.

Let me know how i can have the appointment then 🙂

Thanks again, your help is immensely appreciated.

Kind Regards,
Victoria

[pRo-Marco]

Hi victoriam90,

the technician will call you to arrange an appointment.

Kind regards

Marco