Poor internet speed and performance

[Siddhik]

I have my customer number : ***

I moved to a different address and updated and my internet is very slow and i get only 60mb speed where as my internet plan is for 400 mb and i try to call customer care and its going in german , and even if call gets connected they tell its a wrong department and this is really frustrating me alot . Please help on this matter 

Edit: Customer number removed for data protection reasons- VF_Grit

[Ida]

Hi Siddhik

Can you please give us the following information:

•Which contract do you have? (e.g. Internet + telephone 100)

•Which modem/router do you use? (e.g. Hitron)

•Do you use a rental device from us or do you have your own device?

•Which error occurs? (Speed too low; Packetloss) Also send screenshots of speed tests (with date and time) and tracerts/pingplotter measurements in case of Packetloss or ping problems

•How is your device connected to the modem? (LAN; WLAN; additional router; PowerLAN)

•Which browser do you normally use? (e.g. Firefox)

•Which operating system do you have on your computer? (e.g. Windows)

•Beginning and period of the disturbance (e.g.: since the beginning of April; only in the evening)

•Upload a screenshot of the signal values. You can find these in the user interface of your cable router via 192.168.0.1 or 192.168.178.1 for the Fritzbox.

•What measures were taken by the fault hotline (available at 0800-5266625)?

•In which federal state do you live?

Best regards
Ida