Return Path Fault causing slow connection in evenings

[ChrisB3]

Dear Vodafone Team,

Like many here, for many weeks in the evenings I have seen massive degradation in my service. My connection becomes really slow and unusable after 19:00 and the connection during the day has also become unreliable and prone to disconnects - most recently for hours on both 08/02/2022 and 09/02/2022.

When I check the NetAssistant, it detects a Return Path Fault - the message sometimes gives a date for a fix, but currently it just says "Ein aktueller Zeitpunkt für die Behebung der Störung liegt derzeit nicht vor."

What is going on? I am currently paying for 100MB and not even able to stream a TV show without buffering. Myself and my partner are reliant on this connection during the day for Home Office, so it is extremely disappointing to see the service degrade like this.  I have tried the usual troubleshooting steps. Posting here as my spoken German is not good enough for the hotline - please help.

• In welchem Bundesland wohnst Du? 10409, Berlin
  
• Welchen Vertrag hast Du? Red Internet & Phone 100 Cable
  
• Welches Modem/ Router nutzt Du? CBN CH7466CE
  
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät? Leih-Gerät 
  
• Welcher Fehler tritt auf? Geschwindigkeit viel zu gering, Totalausfälle 
  
• Wie ist Dein Endgerät mit dem Modem verbunden? LAN 
• Welchen Browser verwendest Du normalerweise? Chrome
  
• Welches Betriebssystem hast Du auf Deinem Rechner? MacOS 12.2.1
  
• Beginn und Zeitraum der Störung: in den letzten 2-3 Wochen
  
• 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.
• Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625 für Vodafone Kabel Deutschland bzw. 0221/46619100 für Vodafone West) durchgeführt? keine

[ERFD]

Hello ChrisB3,

welcome to the community 🙂

I'm sorry that you can't get through to the hotline. We will be happy to take a look at your connection and the problem. Please send us the customer number, name incl. address and date of birth of the contract holder via private message.

Write here briefly when the data has been sent. Currently it takes a few days until we are back in the post 😞

Best regards Fred

[ChrisB3]

Hi Fred,

The info has been sent!

[Tobias]

Hi @ChrisB3,

well, thanks for the data. I checked the connection, we got like you already know a path fault on your line, my colleagues are ready to fix that, but they cant actually because offers had to be made and parts ordered. Sorry for the late response 😕

Regards

Tobias

[ChrisB3]

Hi @Tobias,

The fault checker no longer says there are no issues on my line but still, most evenings between 18:00-22:00 my internet is unusable.  Ping between 100-200 and both download and upload speeds reduced by 50%.  When streaming on a single device, the video buffers every 2 minutes.  It's frustrating to not be able to get full use of my internet during these times for almost 6 weeks now.

Is there still work to be completed in the area, or is there some other issue on the line?

[Tobias]

Hey,

well it looks like its fixed, yesterday was something faulty in the line but now it should work. How do you test it? Wifi or lan? 🙂

Regards

Tobias