Sudden disconnect in internet

[ramy1313]

I have a cable internet, I had a issue with speed which you sent a new router 

As you can see from the attached image the problem with speed is partially solved 

But the main issue now and the most severe one is a sudden disconnect of internet, it happens anytime suddenly working or streaming or playing games 

and it can take up to 30 minutes to get back by itself or I have to restrat the rourter to get the connection back 

and there's no guarnatee that it will disconnect  again after few minutes sometimes 10 minutes 

[Wallace]

Hi ramy1313,

welcome to our community.

I would be happy to take a look at your connection. Send me your customer data (name, address, customer number, birthday, current phone number) in a private message and then let me know here that you have sent the data.

Regards

Wallace

[ramy1313]

Sent you a private message 

[pRo-Marco]

Hi ramy1313,

the signal is good so far. There are a lot of chenges of the frequence and reboots.

I would like to have a technician come out and take a look at it on site. If that's okay with you, I still need a cell phone number so we can set up an appointment.

Is the house installation accessible?

Please note the information about the service charge. If the cause is in our area of responsibility, the service is free of charge for you.

Due to the current developments we have to take certain precautions. 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 endanger more people unnecessarily.

Kind regards
Marco

[ramy1313]

Yes, The issue I have is a lot of reboots 

I sent the phone number in the previous private message, also it's in my contact info 

I don't have any symptoms 

[Moni_GK]

Hello ramy1313,

what about access to the house facility? This means the amplifier in the house.

If you are not sure, please ask the landlord or janitor.

Greetings Moni

[ramy1313]

I asked the land lord, and I have to tell him in advance when will the techinian come to open the space with the distrubtion 

[ERFD · Accepted solution]

Hello ramy1313,

we have commissioned the technician. These colleagues will contact you to arrange an appointment.

Regards Fred