Slow Download Speed [EN]

[EnesA]

I have Red Internet & Phone 250 Cable contract since April. Download and upload speed were ok at the beginning. But the download speed is not stable and is not fast enough in recent weeks. You can find some results that were taken from speedtest.net below.

Morning hours: https://www.speedtest.net/result/12103070122
Afternoon: https://www.speedtest.net/result/12104640591
Evening: https://www.speedtest.net/result/12105460467
Night (around 10pm): https://www.speedtest.net/result/12105841884

More information:

• 10407, Berlin
• I have a Vodafone Station router.
• The issue happens on:
  • WiFi or cable connection
  • Chrome and Firefox browsers
  • Laptop, Mac, and Android phones
  • Windows 10, Mac OS X, Ubuntu
• The issue started to happen in August. Mostly at night. The upload speed looks fine but the download speed is between 5-10 Mbit sometimes. I have never seen it more than 100mbit.
• Since I don't know German well, I couldn't contact to "Störungshotline"

I followed the steps on the help page here: https://kabel.vodafone.de/hilfe_und_service/stoerungshilfe . Even I reset the router. But none of them helped to fix the issue.

Do you think can the problem be solved somehow? Otherwise, it is meaningless to pay for 250 Mbit download speed for me.

[EnesA]

Hi @Moni_GK,

I received an email from kabel-technik.de:
"Ihr Auftrag 003-0787456/21 ist erledigt. Vielen Dank für Ihre Geduld."

But nothing changed on my side as you can see here:

WLAN

https://www.speedtest.net/result/12217968895

https://www.speedtest.net/result/12218000391

LAN
https://www.speedtest.net/result/12218008856

I just want to remind you that it is slow mostly between 20:00 - 00:00.
I pay for 250mbit but can't get that speed. If it's possible I want to switch to another speed like 100mbit if I can pay less. Because paying for 250mbit is meaningless for me right now.

Best.

[EnesA]

Hello,

Why does nobody answer me? I have been waiting for a solution for a month. If there is no solution, why do I have to pay for 250Mbit speed I really don't understand.

I can not do anything with this connection:

https://www.speedtest.net/result/12231275399

[Martin59]

Hello EnesA,

unfortunately it is taking a while to get to the contributions at the moment.

Can you please send us a speed test from tomorrow?

Best regards, Martin

[EnesA]

Hi @Martin59,

I will send you the test results tomorrow.

Just in case, these are from today:

22:00 - WLAN - https://www.speedtest.net/result/12246476713

22:05 - LAN - https://www.speedtest.net/result/12246493098

Is it possible to check the cable signal quality (or sth like that) in order to see if there is an issue with my connection? Because it's annoying. I opened this thread one month ago but nothing is fixed yet. The issue is there for 2 months.

At least someone needs to check my connection I think. I cannot communicate with the customer service since I can't speak German. So, I don't know what to do anymore. Every day for 3-4 hours, my connection is really really bad.

[EnesA]

Hi @Martin59,

Unfortunately, the issue is still there.

WLAN test, today at 20:50 : https://www.speedtest.net/result/12251236854

LAN test, today at 20:52 : https://www.speedtest.net/result/12251243670

Could you please create a service/issue ticket if it's possible to check the cable signal quality for them or sth like that? Because the issue has not been fixed for more than a month. I just keep posting my test results here, just that. It doesn't make sense anymore.

Best.

[EnesA]

Hi @Martin59,

Here is another one from today:

https://www.speedtest.net/result/12263908186

[ERFD]

Hello EnesA,

there are obviously restrictions in the evening hours in your area. Even the current exchange of the modem does not change this. The colleagues are still analyzing this. I have created a ticket for you. Unfortunately, we do not know how long the fault clearance will take.

Best regards Fred

[EnesA]

Hi @ERFD,

Changing the modem was not my idea actually. Customer service suggested to me.

I hope the issue about restrictions will be fixed as soon as possible. Because the issue is there for 2 months.

Otherwise, I would like to repeat my suggestion here again. I don't want to pay that money for that speed. There should be an option for a lower speed with a lower price.

[ERFD]

Hello EnesA,

it is not intended that the speed remains permanently so low. If the colleagues do not find a solution, we will accommodate you with the costs.

Best regards Fred

[EnesA]

Hi @ERFD,

As you said, changing the modem didn't help at all. https://www.speedtest.net/result/12295747983

Unfortunately, I had to use my mobile network this weekend to surf the Internet.