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Lösung

Severe lengthy timeouts on 400 Cable
zieppa
Highspeed-Klicker
Highspeed-Klicker

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.

126 Antworten 126
zieppa
Highspeed-Klicker
Highspeed-Klicker

A really bad day today 😢😢😢

Please, kindly, arrange the second technician visit asap, and please kindly coordinate that they wear their mask properly. I'm looking forward to see what's next.

@Tobias@Claudia 

https://share.pingplotter.com/2bPNCmwgWyB
6Fxm5peUMdt

Tobias
Ex-Moderator:in
Ex-Moderator:in

Hey,

 

man, thats anoying, im so sorry for that. And yeah, besides of that technician visit its okay, so should we send one for now? He will wear a mask.

 

Regards

 

Tobias

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zieppa
Highspeed-Klicker
Highspeed-Klicker

Morning @Tobias,

Thanks for the sympathy. It's been having a toll on our quality of life since May if I want to be honest. 

Yes, please, that'd be great, thanks.

Claudia
Ex-Moderator:in
Ex-Moderator:in

Hello zieppa,

 

I made the new task for the technician, he will call you to make the appointment.

 

Kind regards,

Claudia

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zieppa
Highspeed-Klicker
Highspeed-Klicker

Good day @Claudia, Hi @Tobias

 

I hope you enjoyed the holidays and still having a happy new year. 

 

Just wanted to give you an update from my side since the second technician visit.

 

At the moment of his arrival, we were lucky that he actually could spot the timeouts. He told me that he's seeing 10% timeout and there's no problem upstairs, so we went down to the basement. After an hour or so he came back and retested and the timeouts were not as severe, so he has concluded that the "plugging  the loose cable" downstairs has fixed the problem while I knew for sure that the problem is still there. 

I actually had the chance to show him some timeouts on my pingplotter after "the fix". He told me that nothing is wrong locally, and that it "might be an external problem with the network". 

I'm pretty sure you have a copy of the report which I would really appreciate to read a copy as well. 

So, while I was mostly off during the past month and not behind my computer, the times that I was using the internet behind my laptop, I could gather some pingplotter reports that proves the problem is still there. Please have a look whenever you have the time. 

https://share.pingplotter.com/ZpwDF9ni3Fo
dHZoMFdiYYf

Here are some other reports that range from light to severe: 
https://share.pingplotter.com/UiVrHcJdEUQ
https://share.pingplotter.com/aBZnLPBA6oZ
https://share.pingplotter.com/NNLoUS8cK8W
https://share.pingplotter.com/eV6Vp3GMvLT
https://share.pingplotter.com/3ZwsYvi1j74
https://share.pingplotter.com/bupApkV3Fvz
https://share.pingplotter.com/fwfxocfrvTb
https://share.pingplotter.com/J7WP1hMRPZm
https://share.pingplotter.com/cHhQXKPaqMc
https://share.pingplotter.com/haEEXey8sX8
https://share.pingplotter.com/gVzGsj3TYGb
https://share.pingplotter.com/JuPSWDoFepc
https://share.pingplotter.com/Pw7ZaD64gEA
https://share.pingplotter.com/SMX8wWTSyii
https://share.pingplotter.com/HZHbSaCyCJN

I would appreciate it if you could please let me know what would be the next step after this second visit. Would you agree that it's only fair if I can be let off the contract hook?

Cheers, and a happy new year ahead. 

Tobias
Ex-Moderator:in
Ex-Moderator:in

Hey,

 

well, my colleague just fixed some things, dunno why it isnt working for you 😕 We could try to send another one...

 

Regards

 

Tobias

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zieppa
Highspeed-Klicker
Highspeed-Klicker

Hi Tobias, 

Thanks for your reply.

 

well, my colleague just fixed some things, dunno why it isnt working for you 😕 We could try to send another one...


Reading your message gave me some real heart bumps 😅Had to do a few hours of meditation over it. I'd really appreciate it if you could please tell me what exactly was fixed? Or send me a copy of the report to review. 

Cheers.

Claudia
Ex-Moderator:in
Ex-Moderator:in

Hello zieppa,

 

I'm sure Tobias didn't want to give you a cardiac arrhythmia :). Unfortunately, we cannot send the report of the technician. He wrote that he fixed a loose connection in the transfer point and leveled out the signal. After that he stated that he couldn't measure any packetloss.

 

Kind regards,

Claudia

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zieppa
Highspeed-Klicker
Highspeed-Klicker

Hi there again, 

After I read the "another technician" response again already after two visits, I thought "ok man, see, there are things in life you can't change just like the fact that you can't learn German. Just chill and suffer for now until you cancel". So I didn't follow up anymore, hope it wasn't unpolite on my part.

Then after a few weeks, the connection situation got much better, much more stable to the point that I thought I'm not a Vodafone Kabel customer anymore! I thought ok I might not cancel when the time comes actually. But recently it started having the exact same timeout problem (you hopefully know the infrastructure problem I'm referring to). Work meetings were affected. My mom started nagging again & got really grumpy =)) I can't help but think that the basement cable the technician talked about has become loose again =))

Anyhow, stability aside, today the docsis is totally dead and we got no internet. I thought I might have a chance, if I update this thread ¯\_( ͡° ͜ʖ ͡°)_/¯

While I write with a bit of sarcasm here (due to chronic dissatisfaction with the service & actually getting homey to this thread in a Stockholm syndrome sense!), please know that I acknowledge & really appreciate your help as support engineers. I understand that it's a high-level corporate policy that I, among other Kabel customers in this forum, are suffering from. Your support is much appreciated anyway.

Viele Grüße,
Zieppa

zieppa
Highspeed-Klicker
Highspeed-Klicker

Just read the announcement. Please ignore my previous docsis offline message.