My internet connection is interrupting

[Maksat]

Dear Vodafone team,

I have been experiencing issues with the internet connection for the past 2 weeks. My primary working location now is home. The connection is very unstable and it makes it very hard to work from home. It is also very unpredictable. I have to switch to my mobile hotspot whenever my connection is interrupted, and this has finished almost all of my data. 

Address: Berlin, Wisensee, Pistoriusplatz, 13086

Contract: Internet+mobile

Router:  Vodafone TG3442DE

Errors: packet loss, connection loss, interrupted video calls, bad quality of video calls. Occurred for the past 2 weeks.

Device is connected via Wi-Fi

Thank you very much for your assistance.

Maksat

[Jana478]

Hello Maksat,

I am very sorry that your connection has been disrupted.

Do you also have problems with a LAN connection?

Please send me your details in a private message (name, customer number, address, date of birth, a mobile number in case of a fault ticket).

Get back to me here in this post when you have sent the PN.

Then we'll see what's going on.

Best regards

Jana

[Maksat]

Dear Jana,

Thank you very much for responding to my message. I have just sent you the details that you asked for in a private message.

I experience the same problems with LAN connection.

Thank you!

Maksat

[Jens]

Hello Maksat,

the customer number is wrong and not this one to your cable contract. I also miss your birthday information.

Take a look at the direct debit, the customer number is also stored there.

Please send all the data again in a PN and then contact me here.

Regards

Jens

[Maksat]

Dear Jana,

I sent you my customer number along with a screenshot of the Vodafone receipt. You also have my birthdate. 

Please let me know if you need additional information. 

Thank you,

Maksat

[Tobias]

Hi @Maksat,

sorry to tell you that, but its still the wrong customernumber, we need that from our cable contract 😕 The last one you send is from the mobilephone contract. Im sorry for that 😞

Regards

Tobias

[Maksat]

Dear Tobias,

Sorry for that. Now I sent you the cable contract number. 

Thank you,

Maksat

[Claudia]

Hello Maksat,

thank you, now we have the right details :). Your modem signal looks good so far and the modem is online for more than a week. Please send some time stamps when your ethernet connection was interrupted so we can have a more detailed look at the line.

Kind regards

Claudia

[Maksat]

Dear Claudia,

I am experiencing interruptions and packet loss almost every day when I work online.

For example, the latest one was 10 minutes ago: 13:57, 31 January 2022

This is very annoying, as I can't have smooth video meetings. 

Please find screenshot attached.

Thank you!

Maksat

[Wallace]

Hi Maksat,

At the time, your connection was inconspicuous. Can you please carry out a few tests via LAN cable?

Regards

Wallace