Router problem

[RDL]

Hello guys from support team!

I hope you are doing well!

I have a cable connection with you for 3 months already and my internet connection its's not good, the plan i should be getting is 1000Mbit but i never got that connection speed.

I've been doing some research and I saw that the signal arriving at my house is correct, with 1000Mbit, but when the router goes through the signal it drops to an average of 200Mbit. This is a very big drop. And an addendum of amount of internet I get, is that I do speed measurements with a certain frequency and I never saw the speed go over 500Mbit, and when I made the contract the seller assured me that the average internet speed is 800Mbit.

I've tried following all the steps on the site, telling me to restart and restore factory defaults, but nothing worked.

Another problem I've been facing with this router is the constant internet drop, I often go without internet for a few minutes for no apparent reason. And when that happens, it takes at least 30 minutes for it to work again. This problem occurs at least 3x a week.

I've tried calling the assistance number but the staff only speaks German and I still don't understand the language quite well.
When I tried the service via Email the attendant redirected me to this forum, I hope that here I can get assistance to help me with my problem.

Best Regards,

Rodrigo

Info Community-Team: Post moved to appropriate board

[RobertP]

do you measure the speed over LAN cable or wifi?

[Kieferer]

Bitte beantworte die Fragen.

Wichtig: Kompletten Docsispegel Down- und Upstream posten

Speedtest: 5 Speedtests von speedtest.net als multiuser mit LAN

5 Speedtests von speedtest.net als singeluser mit LAN

Sofern es vom Router Logs gibt, bitte posten

Störung der Kabel-Internet-Dienste

• In welchem Bundesland wohnst Du? Sende bitte auch die Postleitzahl

• Welchen Vertrag hast Du? (z.B. Internet + Telefon 100)

• Welches Modem/ Router nutzt Du? (z.B. Hitron)

• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?

• 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. Stelle beim Pingplotter 2,5 Sekunden beim Intervall ein und nutze betroffene Dienste als Ziel.

• Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN)

• Welchen Browser verwendest Du normalerweise? (z.B. Firefox)

• Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows)

• Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend)

• 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?

[RDL]

The answer @Kieferer :

Bade-Wurttemberg - 69117

Red Internet & Phone 1000 Cable U

The default router (got the name on Vodafone website)

I received the router from you a week after I made the contract

The errors are: no internet connection for several minutes (some days hours) / slow internet connection every day and the hole day

I use WiFi

My browser it's Google Chrome

windows 10

I have this problem since the first day of my contract (01/11/21)

When I called the hotline any meseure were made, because I don't speak German and none of them speak English (I tried to call there 6 or 7 times).

I uploaded the tests you asked me and unfortunately I just have tests from today (23/02/2022 - between 13h30 and 14h), because I changed my computer and lost the older measures.

But in this computer I 2 older measures, hope those 2 can help.

The only thing I'm not sure if it's right it's the signal value, because I'm not really sure about what it is, so if you need something else just ask.

thanks

[MariaK]

Hello RDL,

I would like to take a look at your line and start a fault analysis.

Can you please send me a PN with the following details:

Name of the contract holder

Date of birth

Street + house number

postcode + city

State

Customer number

current mobile phone number

Please let us know briefly here if you have written us a PN.

Many greetings,

Maria

[RDL]

I just send you a PM with all the informations required.

Thanks.