Severe lengthy timeouts on 400 Cable

[zieppa]

Hello there, 

Hope you don't mind me writing in English. 

I'm on a "Red Internet & Phone 400 Cable" subscription and I'm experiencing frequent and heavy timeouts during the day and even at late hours that is interrupting my work from home as well as my gaming experience. Voice/Video calls drop, games freeze, webpages don't load. 

This is not a wlan issue, I even tested this using an ethernet cable and still, the timeouts happen. Resetting the cable modem helps sometimes, but sometimes it doesn't. Not sure if it's related.

Can any of the mods please kindly look into this for me? Hope the disconnection logs are there in my profile.

Viele Grüße.

[zieppa]

Hello everyone,  

Today is a rather good day cause there are light timeouts but I cancelled all my video calls 😅

I'd very much appreciate if you could please let me know what's next on the list.

https://share.pingplotter.com/2CYDNzYWH7A

[Wallace]

Hi zieppa,

the line is absolutely clean since the technician's kit and since yesterday there is a new firmware on your router. Can you please perform a factory reset with the router?

Regards

Wallace

[zieppa]

Thanks so much @Wallace for following up on this with me.

the line is absolutely clean since the technician's kit

Does it mean that it was not clean before the technician changes the kit? As far as I remember, I always heard that there is no problem with the line. 

since yesterday there is a new firmware on your router. Can you please perform a factory reset with the router?

I've given it a factory reset 1 or 2 days after you've asked me to. But I wasn't in town personally to evaluate the line. I'll keep you posted.

——

Update: I still see light timeouts. I'm pretty sure severe ones will happen sooner or later. If you ask me, the problem is still there. 

https://share.pingplotter.com/gmua5L9h89G

[zieppa]

Good morning @Wallace, 

Here's the situation right now. What would be the next step here?

https://share.pingplotter.com/bM1WrD8hLny

[zieppa]

In case you're interested in a more intense timeout session. I'd very much appreciate your help here.

Are we at the point we can safely conclude that it's fair for me to want to cancel this contract?

@Wallace, @Tobias, @Claudia, @Martin59, @Moni_GK 

https://share.pingplotter.com/WTEmKS2LorY

[zieppa]

FYI. 

https://share.pingplotter.com/4kP5MqMqb7H

[zieppa]

Hi y'all, @Wallace @Tobias @Claudia @Martin59 @Moni_GK 

Please, can you follow up on this with me? I need to cancel this contract. This is simply an unreliable service.

https://share.pingplotter.com/DzTaT21uKMh

[Martin59]

Hi zieppa,

we are happy to pursue this further, but we are not here permanently. Therefore it may take some time until you get an answer.

I just did another factory reset, please test your connection again.

Best regards, Martin

[zieppa]

Hi @Martin59,

I'm sorry if my repeated posts had the connotation that I think the support staff are always available. I don't. Even though I've waited a good amount of time for a reply, I'm not really concerned about time, rather about some reliable results.

I can't say the factory reset you've kindly done had a permanent effect. I still experience light timeouts, but no severe one since. 

Do you think that the problem is now reliably fixed and I can be sure that I won't experience severe timeouts as I did for the past 6 months? If not, what would be our next steps here.

Best.

[Claudia]

Hello zieppa,

unfortunately we have a big backlog right now :/. We can't foresee the future, how was you connection in the last few days? If there was a bigger timeout with an ethernet connection, please send a time when this happened.

Kind regards,

Claudia