Very slow internet connection since moving

[AdiR89]

Hello,

Since moving in a new place our internet connection does not even reach 10% of the supposed 1000 Mbit/s stated in the contract (CableMax 1000). The Vodafone Speed Map states that the 1000 Mbit/s is available at my new address.

During the day there are speeds of max. 50 Mbit/s and in the evening it`s even worse, no matter if I connect wireless or wired (multiple LAN Cables and also I have tried different coaxial cables from wall socket to router) there is no improvement. 

This is annoying since I work in Homeoffice and I get a lot of interuptions hence I cannot do my work as I should.

As per speedtests from vodafone (https://speedtest.vodafone.de/) the connection to the router (from vodafone servers) reaches around 500 Mbit/s, but to my end device (laptop / phone / tv) no more than 50 Mbit/s 

I have tried the "Help Bot", but I could not get very far as I have had already tried all the solutions provided (restart the router, check the cable, restart the end device, etc.). Also different calls with Vodafone Hotline did not bring anything.

The router is Vodafone Station (Arris TG3442de)

I am stuck and I do not know what else to do.

[AdiR89]

• In welchem Bundesland wohnst Du? Sende bitte auch die Postleitzahl
  
  • 28205
• Welchen Vertrag hast Du? (z.B. Internet + Telefon 100)
  • CableMax 1000
• Welches Modem/ Router nutzt Du? (z.B. Hitron)
  
  • Arris TG3442de
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?
  • Leih-Gerät
• Welcher Fehler tritt auf? (Geschwindigkeit zu gering; Packetloss) Schicke dazu auch Screenshots von Speedtests (mit Datum und Uhrzeit) und Tracerts/ Pingplotter-Messungen bei Packetloss oder Ping-Problemen. Stelle beim Pingplotter 2,5 Sekunden beim Intervall ein und nutze betroffene Dienste als Ziel.
  
  • Slow internet speeds
  • 
• Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN)
  • WLAN / LAN - no difference
• Welchen Browser verwendest Du normalerweise? (z.B. Firefox)
  
  • Firefox / Chrome / Edge
• Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows)
  
  • Windows 10
• Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend)
  • since 1 March every day and specially in the evenings
• Lade dazu noch einen Screenshot von den Signalwerten hoch. Diese findest Du in der Benutzeroberfläche Deines Kabelrouters über 192.168.0.1 bzw. über 192.168.178.1 bei der Fritzbox.
  • 

[Kieferer]

Da solltest du die Hotline anrufen. Die Pegel sind ganz und gar nicht ok so das einige Kanäle nicht eingebucht werden.

[AdiR89]

Hi, thank you for your answer

Unfortunately I cannot reach them, there is just music and then it disconnects

New speedtests from today

[Kieferer]

Speedtests sind sinnlos da dein Pegel ganz weit weg ist. Du brauchst einen Techniker der nachpegelt.

[AdiR89]

So I finally got in touch with the Hotline and they sent a Tech guy who changed the wall socket and also did some measurements after which he seemed to be pretty happy with the result.

The DOCSIS Parameters now seems to be OK (better as before anyway)

But the maximal speed is still not even close to be reached even if the download is improved a lot as before:

red underlined results are reached with LAN

yellow highlighted results are reached via WLAN 5 GHz

the 3 results from bottom are the results obtained prior to the tech guy improvements

This might be a problem of the router or can it be something else ?

[AdiR89]

So, the problem seems to not be totally fixed, a few days after the technician visit the internet speed has increased but it is still not as stable as it should.

During the day I`m getting interruptions and getting kicked out of Teams meetings and calls which is really not acceptable. 

As in the below screenshot, my speeds are not even close to the ones stated in my contract and this is getting very annoying.

Sometimes I cannot even watch a movie on streaming services because of the continous buffering

[AdiR89]

More speedtests from different providers to highlight the issue:

[Kieferer]

Deine Upstream Pegel sind nicht ok. Der OFDM SNR sieht auch nicht gut aus und einige SNR auch grenzwertig. Siehe hier die Vorgaben:

1024QAM (DOCSIS 3.1)

Liegt die Modulation des Downstreamkanals bei 1024QAM, so ist der Wert „MSE“ mit 6 dB höher als 256QAM und damit wie folgt zu bewerten:
• 0,0 bis -36,0 dB: sofortige Beseitigung
• -36,1 bis -38,0 dB: Beseitigung binnen Monatsfrist
• -38,1 bis -39,0 dB: tolerierte Abweichung
• < -39,0 dB: regel- / vorgabenkonform

[Martin59]

Hello AdiR89,

this really doesn't look so good.

Please send me the name of the contract holder, date of birth, full address and customer number via PN .

Furthermore I need then please a current mobile number, the info if you can access the house amplifier and if there are signs of Covid-19.

Leave a feedback here afterwards and I'll look at it in detail.

Best regards, Martin