There is a so-called return path fault at my connection

[waldyr]

I already tried everything but my internet connection keep being as bad as possible. Me and my wife work from home or have classes online and this is imparing our life.

[Claudia]

Hello waldyr,

what exactly is bad about the Internet connection? Are both WiFi and the ethernet connection affected? Did you try and replace the coaxial cable and reboot the router? Please also send the details from the thread Alles rund um Störungsmeldungen.

Kind regards,

Claudia

[waldyr]

• In welchem Bundesland wohnst Du? Berlin 10409
  
• Welchen Vertrag hast Du? Red Internet & Phone 250 Cable
• Welches Modem/Router nutzt Du? Compal CH7466CE
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät? Leih-Gerät
• Welcher Fehler tritt auf? No Internet.

  ping www.google.com -t 2.5

  ping: cannot resolve www.google.com: Unknown host

• Welchen Browser verwendest Du normalerweise? Chrome, Safari, Brave and Firefox.
  
• Welches Betriebssystem hast Du auf Deinem Rechner? MACOS, Android, iOS and Windows 7
  
• Beginn und Zeitraum der Störung: Since February, almost everyday but worst around 15:00.
• Lade dazu noch einen Screenshot von den Signalwerten hoch. The default user and password doesn't work.
• Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625 für Vodafone Kabel Deutschland bzw. 0221/46619100 für Vodafone West) durchgeführt? Until now I was only redirected to talk to another robot either Tobi or an answering machine.
• What exactly is bad about the Internet connection? There are frequent disconnections throughout the day where I lose internet. Most noticiable while using Chrome Cast or Netflix and Zoom or Google calls.
• Are both WiFi and the ethernet connection affected? Both are affected
• Did you try and replace the coaxial cable and reboot the router? I never replaced any of the given items (either cables or modem) since I signed the contract but I reboot my router almost everyday leaving it off for about 10 minutes and also tried unplug/plug the coaxial cable exactly as the vodafone help page tells me to.

[Claudia]

Hello waldyr,

thank you. I would like to check your access. Please send me the name and birth date of the contract owner, the customer number and the address. Use the private message for that and send a time stamp when the fault happened via ethernet connection.

Kind regards,

Claudia

[Wallace]

Hi Waldyr,

on your connection the upstream levels are too low and there are frequency changes on the downstreams and this should be looked at by a technician on site. What number can you be reached at to make an appointment, can you provide access to the house system and is anyone in your household in quarantine? Please also have a look at our thread about the service fee. 

Regards

Wallace

[pRo-Marco]

Hi waldyr,

the technician will call you to arrange an appointment.

Please keep us informed!

Kind regards

Marco

[waldyr]

The technician replied one day after we talked and fixed the internet by replacing the coaxial cable and the router for a newer model. There are still disconnections but I guess it falls into noise and interference on wifi than the service itself. Nevertheless I'm very satisfied with the outcome. Thank you.

[waldyr]

Today (4.4.2022) I have no internet at home. The signs started yesterday (3.4.2022) but today since approximately 11:00 I got no internet until now (12:11). Here are some statistics that I could obtain using the new router.

[Jana478]

Hello waldyr,

Currently, this has nothing to do with your connection itself, everything is OK.

There is currently a network fault and our technicians are working on the fault clearance.

I have created a ticket for you and you will be informed by e-mail as soon as they are finished.

Sorry for the inconvenience.

Best regards Jana