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Constant issues with upload/download speed, ping, lack of connection during the evening time!
EAM2020
Netzwerkforscher

Hello,

 

My apologies for this post in English, unfortunately, I do not speak German and unable to talk to support since they do not speak English also. 

 

Last several months I've been suffering from constant issues with Internet connection:

 

1) Upload and download speed are far away from tariff options. During the prime time upload speed might be less than 1 Mbps or even worse, which makes usage of online conferencing tools like Teams/Webex almost impossible

2) 15.01, 16.01 and 20.01 I did not have an Internet connection at all starting from 19.00 evening time onwards till the morning time next day.

3) Ping sometimes very high: up 100 ms.

 

Below is the information which might be helpful:

 

  • Which contract do you have? Red Internet & Phone 1000 Cable
  • Which modem / router do you use? ARRIS TG344DE
  • Do you use a loaner device from us or do you have your own device? Vodafone Device
  • What is the error Low upload/download speed, high ping, lack of internet connection 
  • How is your terminal with the modem connected? Gigabit LAN, cable CAT6
  • Which browser do you usually use? Chrome 
  • Which operating system do you have on your computer? macOS BigSur
  • Start and period of the disturbance: Last several months
  • Upload a screenshot of the signal values. Please find the screenshot below
  • What measures were carried out by the fault hotline (available at 0800-5266625)? Unable to talk to support since I do not speak German.
  • In which state do you live? Bavaria (Munich)

Screenshot 2022-01-20 at 22-51-12 DOCSIS Status.png

6 Antworten 6
EAM2020
Netzwerkforscher

Hello,

 

Actually, there was a case with internet disruption again this morning between 9.00 and 11.00.

 

Can you please support with that?

 

Regards,

 

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Stephan
Moderator

Hi EAM2020,

 

I'm sorry that you have struggles with your internet.

 

We can have a look in 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

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EAM2020
Netzwerkforscher

Dear Stephan,

 

Thanks for reply.

I've sent the information you have requested in the PM.

 

Thanks.

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Tobias
Moderator

Hi @EAM2020,

 

thanks for the data. Well, does the failure still occur? Last week there was a few failures we can see, but they look fixed right now Smiley (fröhlich)

 

Regards

 

Tobias



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EAM2020
Netzwerkforscher

Helo @Tobias ,

 

Thanks for the reply.

 

During prime time on weekdays, upload speed is ~ 3-4 Mbps. which is 10+ times less than my tariff speed (50 mbps). Is it normal? I still have issues with conferencing tools like Teams, Zoom, etc.

 

Regards,

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Wallace
Moderator

Hi EAM2020,

 

There is currently a fault active in our network and our technicians are already working on removing it. You will receive an SMS from us when our colleagues have been successful.

 

Regards

Wallace



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