WIFI Signal Drops All Day

[ryanknapp]

Hi - A year or so ago, we had a technician come out to fix an issue with our connection. We would have multiple drops a day, going from very fast speeds to very low speeds.

Now, we are having that issue again for the last few weeks. Running a speedtest today I would get speeds from 400-500 down, 30-40 up, then run it again and get 10-20 down and 1 up. 

I tried to call customer service, but thanks to my lack of German, wasn't able to receive any support. I also have reset the router several times, disconnected all but a few devices, etc. 

Can you please help?

[ryanknapp]

Hallo - Vor einem Jahr oder so hatten wir einen Techniker, der ein Problem mit unserer Verbindung beheben sollte. Wir hatten mehrmals am Tag Verbindungsabbrüche und wechselten von sehr schnellen zu sehr niedrigen Geschwindigkeiten.

Jetzt haben wir dieses Problem seit ein paar Wochen wieder. Wenn ich heute einen Speedtest durchführe, erhalte ich Geschwindigkeiten von 400-500 im Downstream, 30-40 im Upstream, dann wieder 10-20 im Downstream und 1 im Upstream.

Ich habe versucht, den Kundendienst anzurufen, aber dank meiner mangelnden Deutschkenntnisse konnte ich keine Unterstützung erhalten. Außerdem habe ich den Router mehrmals zurückgesetzt, alle Geräte bis auf ein paar wenige abgetrennt, usw.

Können Sie mir bitte helfen?

[Stephan]

Hallo ryanknapp,

we'll can have a look on that.

Please send me a private message with the following information:

- your full name

- your full address

- date of birth

- customer number

- e-mail address

- the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

[ryanknapp]

Replied via DM (and replying here). 

Danke!

[ryanknapp]

Hi Stephen - I replied via DM - could you please take a look and send me a response?

Thank you!

[Tina]

Good evening and thank yor, Ryan.

Before I can help you please answer the following questions:

1. The connection and speed via lan cable is alright?

2. Does the speed drop at certain times of the day?

3. Have you ever adjusted the wifi channel or changed other settings to improve the wifi connection?

Best regards

Tina

[ryanknapp]

Hi Tina,

1. The connection and speed via lan cable is alright?

The entire connection also drops out. Not just the WiFi connection. 

2. Does the speed drop at certain times of the day?

No, it happens throughout the day and into the evening/early morning.

3. Have you ever adjusted the wifi channel or changed other settings to improve the wifi connection?

I completely reset the router to factory settings, changed WIfi names, passwords, etc. All still have the same result. 

[ryanknapp]

Hi @Tina  - can you please see my response below?

Thank you!

Ryan

[Wallace]

Hi Ryan,

is it okay if I change the router?

Reagrds

Wallace

[ryanknapp]

Sure - we can start there if you want to.

Can we make this happen ASAP, bitte?

Thanks!

Ryan