Regular packet loss and internet unstability

[JulienArci]

Good afternoon,

I hope you are fine !

My internet suffers from internet problems for a long time now (many months / years)
I finally found a tool to see the problem.
Regularly, My internet slows down for a few seconds and comes back to normal.

I tried to solve my problem installing a router (bridge mode), creating a new wifi network based on the ethernet port, reset my wifi, and nothing worked.

It looks like, for years, I'm not able to get stable internet behind the router connection.

I contact the community only now because, starting from now, all my tasks at work depend on my network.

I'll attach a few screenshots of what's measured on my internet network.

What could I do ?

Thanks a lot in advance for your help.

[luv0]

Hello JulienArci,

Thank you for contacting our community. Have you contacted customer support about bridge mode? You will need a dual stack connection for this. If not, message them on WhatsApp and ask about dual stack. 

If you already have DS, please contact the service team so they can forward your technical issues to our technicians.

Best wishes

[JulienArci]

Good Morning dear luv0,

Thanks for your message !

No I didn't, I deactivated the brigde mode (that I was successfully using before) to come back to normal but my internet connexion is suffering latency and packet loss.
How the Dual Stack could solve my problem with the internet inconsistency ?

Also, I tried to use the whatsapp number but I don't speak german and I have a french phone number...

Thanks for your precious help !

[luv0]

You said even though you activated the bridge mode your connection didn't work. It might not fix the issue of your overall internet conncetion, but to be able to use your modem in bridge mode you need dual stack. Every customer - besides business tariffs - have a IPv6 standard. You would therefore need a change to dual stack which can be activated by our service team. Maybe you use it already, that I cannot know. But better let it be checked to make sure bridge mode can be used properly.

If your connection overall is unstable for so long already, I would suggest to let that be checked to make sure what causes the problem and let it be solved. The WhatsApp Service will answer you in English as soon TOBi, the digital assistant, has forwarded you to the team. Please try that again or write a SMS to 0172 4401212. Please note that it can take some hours until they respond.