Severe lengthy timeouts on 400 Cable

[zieppa]

Hello there, 

Hope you don't mind me writing in English. 

I'm on a "Red Internet & Phone 400 Cable" subscription and I'm experiencing frequent and heavy timeouts during the day and even at late hours that is interrupting my work from home as well as my gaming experience. Voice/Video calls drop, games freeze, webpages don't load. 

This is not a wlan issue, I even tested this using an ethernet cable and still, the timeouts happen. Resetting the cable modem helps sometimes, but sometimes it doesn't. Not sure if it's related.

Can any of the mods please kindly look into this for me? Hope the disconnection logs are there in my profile.

Viele Grüße.

[zieppa]

Hi Tobias, 

Thanks so much for following up on this. 

No, it is not the whole day, it's not specific dates or times of the day. During the past 5 months, it was always random and unpredictably intermittent which I have reported in this thread. I experienced weeks of stable connection (also reported recently) until the problem hits me again for few days or weeks and goes away again. 

I've read other threads in which the customers were struggling with problems of very similar symptoms. They had technicians, the signal was received and they had to simply pay a €99 bill on top of the problems they have experienced afterward the visit. I can link to these threads if you think it could be useful or necessary.

I think the intermittent nature of this problem makes it hard for a technician to catch the issue at the datetime of the on-site evaluation. Am I wrong? If my connection would be checked right now, it would be totally fine, no problem whatsoever. But 2 hours from now or tomorrow or next week, I might get another hiccup; a total disconnection, or constant transient timeouts during the day. Do you still think a technician visit can be useful?

Thanks for your time, cheers, and keep safe.

[Moni_GK]

Hello zieppa,

of course it is difficult for a technician if it occurs only sporadically. But we simply have to get to the bottom of it so that it can be fixed.

Greetings Moni

[zieppa]

Hi @Moni_GK, 

Thanks for your followup.

Does it make sense to first try a router exchange before evaluation by an on-site technician? I'm currently using the free "Vodafone station" router that came with the subscription.

Best.

[zieppa]

It's happening again right now. Goes up and down constantly. I don't bother attaching another pingplotter report. I'm willing to take the necessary steps that either fixes this problem or convinces Vodafone to kindly agree to an early termination of the contract.

This is driving me crazy. Just paid another €20 in mobile data.

[Moni_GK]

Hello zieppa,

we can exchange the box. But I cannot promise that it will get better. Shall we try it?

Greetings Moni

[zieppa]

Hi @Moni_GK 

Thanks for getting back to me. 

Well, I don't really know what is it that Vodafone could do to promise me that it'll be fixed. If you'd ask me, I'm pretty sure neither a new router nor an on-site evaluation will fix or discover the problem. It will just cost me time & money to no avail as it did for others in this very forum without any conclusions.

But that's just my opinion, not technical evidence in this specific case. Please, kindly arrange whatever is necessary & collect as much as technical evidence to either fix this or conclude that "something is unfixably or undiscoverably wrong"  to the end that Vodafone might agree to an early cancellation of the contract due to the technical problem I've been facing here for the last 5 months. That day I'd be happier than the day I've got married.

The problem is there right now. Slight packet loss. It was there last night but with a more severe impact. I couldn't stay in a video call with my mom in her hardest of times. It's not fair. 

So, whatever it is that helps Vodafone fix/discover this problem, I'm open to it. 

Looking forward to hearing from you, 
Cheers.

---

• Welchen Vertrag hast Du? Red Internet & Phone 400 Cable
• Welches Modem/ Router nutzt Du?  Vodafone Station 
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät? Leih-Gerät
  
• Welchen Browser verwendest Du normalerweise? Chrome, Brave, Edge, Firefox, Vivaldi, 
  
• Welches Betriebssystem hast Du auf Deinem Rechner? MacOS, iOS, Android, Gnu/Linux
  
• In welchem Bundesland wohnst Du? Bayern
  

[Martin59]

Hello zieppa,

I have just ordered the router replacement. You will receive the new device within the next days. When you have received it, please connect it and send us the old device back.

Best regards, Martin

[zieppa]

Thank you Martin, it's much appreciated. 

[zieppa]

The problem is happening right now. So I thought if I share my docsis status, it might help. 

DOCSIS status:
https://pastebin.com/zjeVPvAY

Pingplotter report (auto focus, 1sec interval):
https://share.pingplotter.com/DKqXvSngVZm

PP2 file:
https://share.pingplotter.com/4W5ykwNSnm4.pp2

This was a heavy one. I then gave the router a physical restart (without waiting 3 minutes) and it came back online.  A router restart helps most of the time. But it's no guarantee that it doesn't go down just after a few minutes. 

Viele Grüße.

[zieppa]

Constant dropouts on this Sunday evening. Can't even watch a movie 😭😭