Langsam internet Neukoelln 12043

[evgeniy-b]

For a few days internet is slow and connection is interrupted sometimes for 10-30 seconds.

My German is not god enough to get through the phone support, so I hope to get some help here.

• Welchen Vertrag hast Du?
  Red Internet & Phone 400 Cable
• Welches Modem/ Router nutzt Du? (z.B. Hitron)
  TG3442DE
  
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?
  Leih-Gerät
• Welcher Fehler tritt auf?
  Download speed is 20-30 mbit/s, connection interrupts from time to time
• Wie ist Dein Endgerät mit dem Modem verbunden?
  LAN/WLAN
• Welchen Browser verwendest Du normalerweise?
  Chrome
• Welches Betriebssystem hast Du auf Deinem Rechner?
  Mac OS
• Beginn und Zeitraum der Störung
  For a few days by now
• 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.
  Not able to find it
• Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625) durchgeführt?
  Couldn't get through

Thanks.

[evgeniy-b]

Thank you. Let's see how it will work out

[evgeniy-b]

So I've received a new device (same model).

This time router's firmware is not updating, so I do not see logs in the UI and have no idea what's happening there. but the problem is still the same. After some period of time (day, or two if lucky) internet (wifi) becomes very slow and packets got lost, impossible to work. Restart helps immediately and I can see 400+ mbit working again. What else can we do? Do you have another models available?

Thank you.

[evgeniy-b]

Today the situation got much worse. Router decided to reboot itself already 3 times (and it's only 13:00 now). Two of them were during very important meetings. Making lots of people wait for you for 5 minutes is just terrible.

[Tobias]

Hey,

there is currently a bug that there is package loss, this can be fixed by rebooting - the colleagues are currently working on a solution.

On the other hand there is a workload in your downstream, this is also being worked on, sorry 😞

Regards

Tobias

[evgeniy-b]

Thanks for the information. Good to know that  someone is working on the fix.

> there is currently a bug that there is package loss, this can be fixed by rebooting - the colleagues are currently working on a solution.

Did I understand it right that it means the bug in router's firmware? And if so, my router will upgrade the firmware itself as soon as the bug gets fixed?

Thanks again.

[Manu]

Hi evgeniy-b,

yes, you got that right. If our colleagues have an update, your router will receive it automatically.

Best Regards, Manu

[evgeniy-b]

Hello,

Is there any update on this? I pay 35€ per month for 400 mbit but do not receive it since March. It is already sixth month!

Is there anything else we can do?

Thanks.

[Moni_GK]

Hello evgeniy-b,

the colleagues continue to work on the update. I don't have any information yet on how much longer it will take.

Best regards

Moni