Vodafone Red Internet & Phone 1000 Cable - help needed

[Majkella]

Hello Vodafone Team,

I hope you don't mind me writing in English. I have only recently moved to Berlin and my German is not good enough yet.

I have had an internet with you since a couple of days now and it's been schockingly slow and intermittent. It appears to be a common problem, having gone through this forum. In my case there are two main issues:

1. The internet is very slow, not even close to what has been promised. At best I can reach a download speed of 100Mbit/s and upload speed of 40Mbit/s. Most of the the time the download speed is in the order of 50Mbit/s. And this is measured on LAN, at various times of a day, with only one laptop connected. I used http://breitbandmessung.de to do the test, but any other speed checking site shows similar performance.

2. While on WhatsApp, the video and voice call can last for maximum of 5 minutes. After that it simply drops a call due to problems with connectivity, as if there was no internet at all. In fact, it looks like the wifi signal is lost every now and then to be re-eastablished shortly after. This has never been an issue before on exactly the same devices but with a different internet provider.

The internet signal is as strong as it can get. The router is from Arris.

Can you please help get that sorted?

Thanks, Michal

[Claudia]

Hello Majkella,

do the problems persist after you made a reset on your Arris? Did you get a significantly better speed with your devices at another access? Is your laptop suitable for gigabit speed and do you use a gigabit ethernet cable? Did you test in the morning or late at night as well?

Please give the answers to the questions here in this thread and additionally send me a private message that contains your customer number, the full address and the date of birth .

Kind regards,

Claudia

[Majkella]

Hello Claudia,

Thanks for taking time to reply. Please find the answers below:

1. Do the problems persist after you made a reset on your Arris? - yes, there was no change in performance.
2. Did you get a significantly better speed with your devices at another access? - I don't know, I've never been in need of speed checking before. Having said that, it is first time now that I'm having issues when using wifi on my mobile phone. Any calls (video or voice only) using WhatsApp, Telegram, or Messanger break up few minutes after the start. It looks like there's a problem with the connection, as if the wifi signal was lost. Having searched the internet, it appears that Arris router that I have (TG3442DE) is very famous for that behaviour and many other people have complained about exact same thing on this forum.
3. Is your laptop suitable for gigabit speed and do you use a gigabit ethernet cable? - Yes, my laptop is suitable for gigabit speed . The cable I use is the one supplied with the Arris router. I assume that it is suitable, otherwise why would you offer Arris in the current configuration with the 1000Mbps offer? I've checked and it's cat5e cable, so all good.
   
4. Did you test in the morning or late at night as well? - Yes, I have performed tests on various days and various times. 

You should have received a private message as well.

Thank you!

[Majkella]

I've also done some ping testing on www.google.de (among many) and I can see that on average I get 24% of packet loss and the ping varies from 30ms to 3726ms with an average of 1000ms.

There are times when www.google.de takes minutes to load and then display search results.

[Tobias]

Hey,

could you do this tests via pingplotter software and send us the screenshots from it?

Regards

Tobias

[Majkella]

Sure,  Tobias I sent you a private message.

[Moni_GK]

Hello Majkella,

as Tobi is not here, I will take over from here Can you please upload the pingplotter here Unfortunately I cannot see the PN

Dear greetings

Moni

[Majkella]

Hello @Moni_GK,

Thanks for offering your help, all the information that you have asked is attached. Before we move on, can we please increase the frequency of the communication? It appears it takes the Vodafone team 3days to reply to my posts. I know you guys are extremely busy but I strongly believe the issue I'm having could have been resolved long time ago. Let's give it a go for a couple of days and see, what do you say? I promise, on my end you will get almost instant replies.

I'd like to make few more observations for you. The problem appears to be with the Arris TG3442DE router. Attached are the screenshots from the recent speed check. There you can see that the download speed from your servers to the router is as promised, 1Gbps, and I assume there are no packets loss as well. The hell starts when signal is to be send from the router to my devices. And believe me, I did everything I could to eliminate issues on my end. That means that the Arris router is faulty. There are plenty of examples, even on this forum, where people where not able to use they mobile devices because the Arris router was behaving in the exact same way. And I will re-iterate here, my biggest headache with the internet from Vodafone is the intermittency of the connection when using mobile phone. Calling with WhatsApp when on WiFi is nearly impossible for more than a couple of minutes....

What I propose is, please send here a technician who can come to my house with a brand new (not a refurbished) router and let's see if that solves the problem. It's been 2 weeks since I started this topic and I can't see any resolution coming, I'm using my own mobile data to make WhatsApp calls and I'm getting frustrated because I'm not able to talk to my family and friends.

[Moni_GK]

Hello, Majkella,

we are not live chat here in the forum. Therefore an answer can unfortunately take some time. We also have no possibility to speed it up or to treat contributions with priority.

The line looks good. I can't see any errors. How are you connected to the router, via LAN or WLAN?

What interval did you set on the pingplotter?

Best regards

Moni

[Majkella]

Hi @Moni_GK ,

I fully understand you're not a live chat but I hope that you understand my frustration as well. It's been a while since the internet has been setup and there is no improvement whatsoever.

I'm not sure if you had a chance to read my previous post in full. The connection between your servers and the router is fine. What comes out of the router is rubbish. This is the problem. The intervals used were 2.5s, default pingplotter settings. The pingplotter results presented are using WLAN. Attached are the pingplotter results with ethernet cable connected. The speed checks are with ethernet cable. 

It's brutally clear that the router is faulty and somehow cannot deliver a good quality signal. How do you propose this is solved?