Unstable Internet Connection (English)

[urik9]

Hello,

First of all, sorry for writing in English. I don't know German yet. My internet connection is not stable for longer than a month. I have tried everything that I can do by myself. I have at least 3-5 seconds of connection lost almost every 2 minutes. It is really impossible to have online meetings. Could you please help me to figure this out?

Best regards,

Urik9

[MariaK]

Hello urik9,

can you please give us some more information about your connection and configuration?

- Which contract do you have? (e.g. Internet + Telephone 100)

- Which modem/router do you use? (e.g. Hitron)

- Are you using a rental device from us or do you have your own device?

- Which error occurs? (Speed too low; Packetloss) Send also screenshots of speed tests (with date and time) and tracerts/ ping plotter measurements in case of packetloss or ping problems.

- How is your end device connected to the modem? (LAN; WLAN; additional router; PowerLAN)

- Which browser do you normally use? (e.g. Firefox)

- Which operating system do you have on your computer? (e.g. Windows)

Beginning and period of the problem (e.g. since the beginning of April; only in the evening)

- Upload a screenshot of the signal values. You can find them in the user interface of your cable router via 192.168.0.1 or via 192.168.178.1 for the Fritzbox.

- What measures were taken by the fault hotline (available under 0800-5266625)?

- In which federal state do you live?

Thank you very much and best regards,

Maria

[urik9]

Hello Maria,

Thank you for your quick response. I have:

-Red Internet & Phone 250 Cable U

-Vodafone Wi-Fi CERTIFIED 6 which is given with my contract

-I don't have a speed problem, in general, the internet is not usable. Mostly I can't open even websites. There are usually packet losses.

-I use WLAN

-I mostly use Safari but I have tried others too

-I'm using IOS but I also tried Windows

-I couldn't call the hotline because I don't know German. I've tried to solve the problem by using other options provided by Vodafone. I also formatted the modem but it didn't work too.

-My postcode is 79110

I tried to use a program for ping plotting. I hope it would be useful.

Best regards,

Urik9

[MariaK]

Hello urik9,

I would like to take a look at your connection and start an error analysis.
Can you please send me a PN with the following information:

Customer number
Name of the contract holder
Date of birth
Street + house number
postcode + city
State
current mobile phone number

Many greetings,
Maria

[urik9]

Hello Maria,

I have sent my personal information to you. Thank you for your interest.

Best regards,

Urik9