Connection dropping and general poor performance

[sm0rr0w]

Hallo,

es tut mir leid. Ich lerne Deutsch, aber mein Deutsch ist noch nicht gut. Ich hoffe du kannst mir auf Englisch helfen

• What contract do you have? - Red Internet & Phone 100 cables  
• Which modem / router do you use?  - Vodafone station TG3442DE  
• Which error occurs:  
• The connection to the router drops completley at least once every day. All lights on router go off and the router reboots. 
• The performance in general is also very poor. Every day I experience intermittent instances of poor speeds, web pages loading slowly, requests timing out, streams buffering, poor quality video and WiFi calls etc. This usually results in me having to manually reboot the router to temporarily improve the situation.
• WiFi performance and signal are also generally poor. I have tried numerous WiFi channels and band settings but often experience WiFi signal dropouts and poor performance, even when I am in the same room as the router. 
• My wife and I have both been working from home during the Corona crisis and have experienced issues daily, no matter what device is being used (various MacBooks, Windows devices, iPhone and Android on both WiFi and ethernet cable).
• I work in IT Support and have also worked for an internet service provider in the past, so I'm very much aware of the typical troubleshooting steps to carry out. I have tried numerous different wireless channels and profiles and factory reset the router. I've also checked the coaxial cable and socket aren't broken and that all of the connections are seated correctly.
• I'm Based in 10245 Berlin.

I would be very grateful if someone could assist me with this issue. My German language skills are unformately not good enought to communicate effectively via telephone to the customer service team but the issue is now seriously starting to affect the work and personal life of both my wife and I. 

Vielen Dank

Stephen

[sm0rr0w]

Hi Fred,

Ok, so I understand that if I missed the appointment or if there was physical damage to something like a wall socket, then I would be liable to pay the fee. 

What if the technician turns up and doesn't find any physical damage but also doesn't find any fault when testing at the time? Would I be charged then? I am asking this because the issues are intermittent and occur at random times.

Thanks,

Stephen

[sm0rr0w]

I just want to also add to my question above, that my connection has been really awful since yesterday (17.06.2020). I am losing connection on all devices, despite all light remmaining white on the router. If I reboot the router, this fixes it for a temporarily short period of time before it fails again. I had to reboot my router numerous times yesterday and then once again this morning so far.

I really hope we can get this resolved soon.

Thanks,

Stephen

[ERFD]

Hello sm0rr0w,

You will not be charged for any costs if we report a sporadic disruption and this is precisely when it does not occur. Unfortunately, the colleague cannot move in with you for interference suppression or camp in front of your house. Therefore we have to keep our fingers crossed that the problem can be simulated.

Best regards Fred

[sm0rr0w]

Hi Fred,

Thanks for confirming this. I'll send a pribvate message with my contact telephone number so that an appointment can be arranged.

Thanks again,

Stephen

[Martin59]

Hello sm0rr0w,

I've just sent the order over to the tech guys. They will contact you to schedule an appointment.

Best regards, Martin

[sm0rr0w]

Hello again,

So even though the Vodafone technician did resolve a problem with the kabel socket outlet in my apartment a few months ago, which improved reliability slightly, I have still been suffering daily connection issues wity my Vodafone kabel connection.

• The full connection still drops out frequently, with all lights on the router going off.
• General performance is terrible, the connection is slow and often completley unresponsive. This is particularly noticeable during video calls or streaming when two people struggle to use the connection at the same time. This happens on both ethernet cable and Wireless. The only way to temporarily resolve this is to reboot the router.
• From speaking to numerous neighbours within my apartment building, it seems that I am not the only one with these issues. It appears that everyone in the building using Vodafone kabel experiences the same problems daily and many have already cancelled and moved to other providers.

I really do not want to move to another provider but unless these issue are resolved, I will be giving notice to cancel my contract at the end of this month. 

Can someone please help me?

Many thanks

Stephen

[pRo-Marco]

Hi sm0rr0w,

a return path baffle is active here. I have informed our colleagues in the specialist department. They will initiate further steps.

Kind regards

Marco

[sm0rr0w]

Thanks for the help so far.

Do you have any idea of how long it will be before I am contacted by the specialist department?

Best,

Stephen

[pRo-Marco]

Hi sm0rr0w,

you will only receive a message when the problem is solved. There is no need to contact you to fix that. The problem is not at your place.

Kind regards

Marco

[sm0rr0w]

Hello,

I'm sorry to say that I'm still having constant issues with my connection and these issues have been worse than ever over the past few days.

• I changed to CableMax 1000 a few weeks ago. Download speeds have generally been OK but upload performance is terrible during peak hours. I can usually measure between 30mbps -50mbps in the early morning and late evening, but during the day, I struggle to get above 2mbps at best. This is having a severe impact while working from home as it affects video calls and data I need to upload.
• On the evening of 01.11.2020, all LEDs on my modem started flashing white and very fast. Rebooting did not help. This lasted for around 15mins before connection came back online again.
• On 02.11.2020, I experienced at least 5 occasions where I completely lost connection, all LEDs on modem would go off and the modem would reboot.
• On 03.11.2020, I had to reboot my modem several times due to poor performance. It also completely dropped out several times once again. Around 10pm, the connection became completely unsuable. Basic internet pages were failing to load. When I could run speed tests, both upload and download speeds measuring at 2mbps at very best.
• Today, 04.11.2020, the connection was almost unusable in the morning but eventually download speeds returned to a normal level, however, upload speeds are still extremely poor and not even close to 10% of what I should be getting. The modem has also dropped connection completely on a couple of occasions already.

This is now seriously affecting my ability to work from home and needs to be resolved as soon as possible. I am not getting anywhere near the service I am paying for and I would appreciate if someone could come back to me on this quickly.

Thanks

Stephen