Very unstable Internet cable 1000

[Elek]

Dear support,

My cable internet connection is very unstable but never at Max/acceptable speed.

I work from home and some day it is impossible to participate to conference calls. Also streaming via Twitch is for me completely impossible: Download and upload speeds are sometimes lower than 1 Mbit..

I never complained before I had to work from home. But now it is becoming a big problem for me.

I tried several solutions since months without success: 

- change of modem

- change of cable location (1 in dinner romm, 1 in bedroom)

- test on more than 5 different computers + several other device (smartphones)

- factory reset of the modem etc..

I am convinced that there is a problem with the line or installation of the cable im my building.

• In welchem Bundesland wohnst Du?
  • Hamburg
• Welchen Vertrag hast Du? (z.B. Internet + Telefon 100)
  • Red Internet & Phone Business 1000 Cable
• Welches Modem/ Router nutzt Du? (z.B. Hitron)
  
  • FRITZ!Box 6591 Cable
• Nutzt Du ein Leih-Gerät von uns oder hast Du ein eigenes Gerät?
  • I use the Leih-Gerät but I also tried with my own FRITZ!Box 6660 Cable that I bought myself > same problem
• Welcher Fehler tritt auf? (Geschwindigkeit zu gering; Packetloss) Schick dazu auch Screenshots von Speedtests (mit Datum und Uhrzeit) und Tracerts/ Pingplotter-Messungen bei Packetloss oder Ping-Problemen
  
• 
• Speedtest shows Vodafone DSL since I did a factory reset of the modem. But it does not change the usual speeds. Even my other modem 6660 shows similar results.
• Wie ist Dein Endgerät mit dem Modem verbunden? (LAN; WLAN; zusätzlicher Router; PowerLAN)
  • LAN. Also tried with WLAN with laptop = same problem
• Welchen Browser verwendest Du normalerweise? (z.B. Firefox)
  
  • Chrome, Edge, Firefox, same problem
• Welches Betriebssystem hast Du auf Deinem Rechner? (z.B. Windows)
  
  • Windows 10. Also tried with Android with smartphone
• Beginn und Zeitraum der Störung (z.B: seit Anfang April; nur am Abend)
  • Always had this problem
• 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.
• 
• Welche Maßnahmen wurden durch die Störungshotline (erreichbar unter 0800-5266625) durchgeführt?
  • Did not try the hotline as I don't speak good enough german :'(

Vielen Dank for your support !

Jordan

[Elek]

Hello,

I make a kind follow-up as I did not receive any feedback yet.

Thank you !

Jordan

[Elek]

Trying to do other speedtest this morning and the result is very bad as usual.. please help me 😞

[Claudia]

Hello Elek,

sorry for the late reply :/. I would like to check your line, for that I will need your full address, your name, the birth date of the contract owner and the customer number. Please send the data in a private message and leave a current speedtest that you made via ethernet cable in this thread. Our loan device must be online to check the line.

Kind regards,

Claudia

[Elek]

Hello Claudia

I just sent you my infos.

All test above were made only via ethernet cable.

Thank you for your feedback !

[Claudia]

Hello Elek,

it seems you were switched to a different CMTS on Thursday, did the speed get better? If not, please send a new speedtest here. Don't forget to use the ethernet connection.

Kind regards,

Claudia

[Elek]

Hello Claudia

Indeed the speed is far better since Thursday. I also noticed better (db) numbers on the modem.

However I guess that it's also due to my neighbours downstairs who just moved away last week.

Or is the new CMTS given/triggered by you?

Hopefully if there is no problem anymore, we can close this thread.

Thank you !

[Martin59]

Hello Elek,

what is the current situation, does the problem still exist or has it been solved?

Best regards, Martin

[Elek]

Hello Martin

The speed is now correct but I wonder if the CMTS change is a change made by you or if it's just by chance that my neighbours are not here?

Thank you !

[Moni_GK · Accepted solution]

Hello Elek,

there was a bug on the CMTS and that's why you were switched. It has nothing to do with your neighbor.

Greetings Moni