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.

[Claudia]

Hello EnesA,

then we will have to wait until the restrictions in your area are cleared. I made a refund for October and November, please come back to us in December so we can check if there is a planned date already.

Kind regards,

Claudia

[EnesA]

Hi @Claudia,

First of all, I didn't get any refund for October and November.

Also, my connection is still the same as you can see below.

https://www.speedtest.net/result/12408330510

I didn't get any update from your side if the issue is fixed? What could be the next step then? It's already more than 2 months passed with this issue and there is no progress yet 😕

Have a nice day.

[pRo-Marco]

Hi,

you will see the refund on your bill from today.

At the moment there are many timeouts visible.

I would like to get a technician to come and look at it on site. If that's okay with you, I need a mobile phone number so we can make an appointment.

Is the house system accessible?

The cause seems to be in our area of responsibility. In this case, the service is free of charge for you. Only if the cause is caused by a device connected by you or if the technician does not find anyone at the agreed time and cannot gain access, will we charge 99.50 euros for the service.

Due to current developments, we have to take certain precautionary measures. Therefore, we need to know if there are any symptoms in your household that could be related to Covid-19. Of course, we don't want to offend you, but on the other hand, we don't want to put more people at risk unnecessarily.

Kind regards

Marco

[EnesA]

Thank you @pRo-Marco,

I sent my phone number in a private message.

I think the house system is accessible. There is a box at home and I can see something related to the Internet connection there. But I am not totally sure what did you mean by "house system". It would be great if you could explain it in a bit more detail.

Best,

Enes.

[EnesA]

Anyway, I don't mind anymore. I already applied to cancel my contract to change to another provider. I opened this thread 3 months ago and there is no solution yet. It's like nobody cares about my issue. Just wasting time. It's not really nice and I hope I don't need to use Vodafone anymore.

[Claudia]

Hello EnesA,

if the technician doesn't get access to the house installation he may charge the service fee, which is 99.50€. Marco explained where it should be located via PM.

Regards,

Claudia

[EnesA · Accepted solution]

Thank you @Claudia,

I already canceled my contract. So, I don't need a technician anymore. It's already too late to see a solution from you (3 months as I said).

Best,

Enes.

[ERFD]

Hello EnesA,

I am sorry that you had to go this way. We wish you all the best.

Merry Christmas to you and your family.

Best regards Fred