Very slow Kabel internet connection

[Kalamoni]

Hello,

I live in a building that supports 1000 Mbps Kabel service, and I'm subscribed to 500 Mbps Kabel service; yet lately in the last few months, my internet speeds have never gone above 50 Mbps, which is very low!

I'm using the Vodafone router TG3442DE and I have gone through the usual check-up protocol:

* Reset the router.

* Use ethernet cable instead of wifi to connect my PC to the router.

* Try a different wall outlet,

* Try different ethernet cables between the router and wall outlet.

Please help as I'm getting less than 10% of the service I registered for, which is very frustrating! 

Thanks

[Martin59]

Hello Kalmoni,

can you please send me the name of the contract holder, his date of birth, full address and customer number via PN ?

Leave a short info here afterwards, then I look at it in detail.

Many greetings, Martin

[Kalamoni]

Hi @Martin59 

I've sent you a PM, please check, thanks!

[Claudia]

Hello Kalamoni,

thank you for your details. By "never" you mean the speed is that low each time of the day, even in the morning? Please check the threads Fit für Gigabit and follow the hints there. Send a speedtest you made with an ethernet device that is connected with the LAN1 port afterwards. Make sure to send the time stamp with the result.

Kind regards,

Claudia

[Kalamoni]

Hi  @Claudia 

I have followed the step mentioned in the link you shared. Please find attached the screenshots of the speedtest.

[Claudia]

Hello Kalamoni,

so it didn't get better. There is no apparent error in the net that would explain the low upload and download speed. Did you try a different ethernet device as well? Often a anti virus software is responsible for the limitation, did you disable it? If you are certain that the reason for the bad speed isn't within your home network we can send a technician to check this. Please have a look at the hints for the service fee first. If we shall send the technician, can he call you under the number ***529 to make an appointment? Can you give him access to the house installation that is mostly located in the basement? Please make sure that no member of your household is quarantined when the technician visits.

Kind regards,

Claudia

[Kalamoni]

Hi @Claudia , thank you for your reply.

I believe it's funny to think that fixing your service would cost me 100€ while switching to a better service provider is FREE! 🙂

Okay then, I would like to book an appointment for a technician home visit, preferably someone who speaks English as my German is not great.

Will the cost be added to my monthly bill? or will I have to pay the technical?

What happens if the technician doesn't fix the issue? 

Thank for your support, Claudia, much appreciated it.

[Martin59]

Hello Kalamoni,

sorry if there was any misunderstanding here.

The technician is generally free of charge.

Only if the malfunction is caused by your equipment, your wiring or improper handling, the service will be charged with 99,50 €.

If the costs are charged, they will be shown on the next invoice after the technician's intervention.

If the technician is to be assigned, please send me a current cell phone number, info if you can access the house system and if there are signs of Covid-19 via PN .

After that leave a short info here, then I will arrange everything else.

Best regards, Martin

[Kalamoni]

Thank you Martin for the very thorough clarification and for answering all my questions. I have sent you a PM as requested.

[pRo-Marco]

Hi Kalamoni,

the technician will call you to arrange an appointment

Kind regards
Marco