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?

[Wallace]

Hi Ryan,

I have initiated the swap. Please send the defective router back to us as soon as the new one is connected.

Regards

Wallace

[ryanknapp]

Hi @Wallace @Stephan  - you sent me a new router (thank you!) but the problem still exists. We lose service constantly throughout the day, speetest fluctuates between 300 and 10 (upload) and sometimes 0 download. Last time a technician came out and made some adjustments at our main box and that solved the problem. Can we please make this happen again?

Thank you. 

Ryan

[Claudia]

Hello ryanknapp,

is the ethernet connection affected again like back in February? If the problems only occur via WiFi a technician might charge the service fee if he finds that there are no generel problems with the router or the connection :/. If there are disconnects and problems with the speed via ethernet as well, please send a speedtest and the time when that occured the last time.

Kind regards,

Claudia

[ryanknapp]

Hi Claudia - we need a technician to come out and service. The problem has been attempted to be resolved via replacing the router - which did not solve the issue. We are having constant drops throughout the day. Sometimes we have 400, othertimes we have 3. 

Hardwiring has the same issues. Our Television is hardwired and also loses signal to the box throughout the day. 

Can we please resolve?

[Tobias]

Hi @ryanknapp,

alright then, send me a mobilenumber via private message, it should be the case that the service is also free of charge for you. Only if the technician does not meet anyone at the agreed time and cannot gain access, will we charge €99.50 for the service. That also includes failures on your site, you can read here more.

Do you agree with the technician's intervention and can you provide access to the house? What is the best number to call to make an appointment?

Regarding COVID-19: Are you in quarantine or are there symptoms in your household that indicate COVID-19?

Regards

Tobias ^tlk

[ryanknapp]

@Tobias - Hi Tobias - can we still make that appointment? Happy to send you the information via PM so we can get this problem sorted out. 

-Ryan

[Martin59]

Hello ryanknapp,

sure can the offer with the technician still stands.

To do this, please just send the requested data via PN and give a short report here.

Best regards, Martin

[Martin59]

Good morning ryanknapp,

I have just sent the order to the technicians. The colleagues will contact you so that an exact date can be arranged.

I think we will be able to get your connection back under control. 🙂

Best regards, Martin

[ryanknapp]

Hi - we had a technician come out for this problem, but it CONTINUES to persist. Our internet signal drops to nothing multiple times a day (moreso in the afternoon) and it is becoming a massive problem for working from home. 

Can we please have another technician come out and deal with this matter?

Thank you.

[Wallace]

Hi Ryan,

Unfortunately, since 15.08, we no longer provide individual support here. Please contact our Twitter or Facebook support via DM.

VG Wallace