Vodafone support

[stavistavi]

Appologies for posting in ENG, it is easier for me. Just wondering if I anyone else experienced that I had with the Inet issues and support from Vodafone.


My inet tariff is 60/3

1st call to the hotline November 17 2020 about speed issues, mainly upload speeds dropping down below 1Mbit especially in evenings
Got the SMS that they acknowledged the issue and They work on it, 2nd SMS received later the same day stating that the fix will take longer and I should have patience.

Multiple calls made pretty much every 2nd week asking about the status and getting different answers (Covid excuse etc ...) but still no fix, Meanwhile the situation got worse and issues started to occur more often (I have seen cases with upload of 20 KB during evening between 18-22h). To me it seems they are oversubscribed in the area (Heidelberg).
When I made a complaint about not getting what I pay for and asking for a discount they said they cannot do it because the case is still open and I need to wait.

Last attempt was made last week, The guy at the hotline promised to send a technician at least to do the measurements but nothing happened and nobody made any contact or showed up.

Soon it is going to be 3 months and still no light at the end of the tunnel. Unfortunately Cable is the only choice here for now (sadly other company offering FTTC is next street but not on ours street yet).

Is this normal and am I the only one?

Thanks for sharing your posts

 

[Beobachter7]

Where is this happening? Which city, which location?

 

[stavistavi]

sorry for not posting details (should have thought about that). Heidelberg-Handschuhsheim (Wilhelm-Busch-Str if that helps). As far I can tell we have a Coax cable signal amplifier in the basement that got changed recently (and bunch of splitters) and I assume there is coax cable running from the street to our basement (haven't seen any Fiber to Coax convertor). Unfortunately I do not know where the nearest CMTS is.

Hope this helps.

 

[MartinP_Do]

To get a hint about the reason for your problems, screenshots of the diagnostic pages of the web-interface of your cable router would be helpful

In Fritzbox menu, this are Internet->Kabelinformationen->Kanäle.

With other hardware provided by Vodafone/Unitymedia I am not familiar ...

 

[stavistavi]

To get a hint about the reason for your problems, screenshots of the diagnostic pages of the web-interface of your cable router would be helpful

In Fritzbox menu, this are Internet->Kabelinformationen->Kanäle.

With other hardware provided by Vodafone/Unitymedia I am not familiar ...

Hi,
my question was rather more generic if someone is experiencing an issue for almost 3 months but the Vodafone support seems to be doing not much.

Of course if someone tech savvy with Docsis knowledge can give me some advice or a good hint it would be highly appreciated as well.

Unfortunately I have the White connect box (Compal), but I can post some Network stats for downstream and upstream which are available in the GUI if that would help someone to spot something obvious. The only thing I can spot is that the upsteam ch4 has only 16qam modulation but not sure how much this can affect the performance.

Thx

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	498000000	13	38	256qam	4
2	474000000	13	38	256qam	1
3	482000000	13	38	256qam	2
4	490000000	13	38	256qam	3
5	570000000	13	38	256qam	11
6	586000000	13	38	256qam	13
7	594000000	13	38	256qam	14
8	602000000	13	38	256qam	15
9	618000000	13	38	256qam	16
10	626000000	13	38	256qam	17
11	634000000	13	38	256qam	18
12	642000000	13	38	256qam	19
13	650000000	13	38	256qam	20
14	658000000	13	37	256qam	21
15	666000000	13	38	256qam	22
16	674000000	13	37	256qam	23
17	682000000	13	38	256qam	24
18	690000000	13	37	256qam	25
19	698000000	13	37	256qam	26
20	706000000	13	37	256qam	27
21	746000000	14	37	256qam	28
22	754000000	14	37	256qam	29
23	762000000	13	37	256qam	30
24	770000000	13	37	256qam	31

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.605	2047709175	836
2	Locked	38.983	2044996387	1637
3	Locked	38.983	2044998338	1398
4	Locked	38.605	2045000088	1078
5	Locked	38.605	2044997556	17
6	Locked	38.605	2045003023	370
7	Locked	38.605	2045003598	663
8	Locked	38.605	2045007672	1042
9	Locked	38.605	2045008845	859
10	Locked	38.605	2045010008	548
11	Locked	38.605	2045004161	464
12	Locked	38.605	2045009941	613
13	Locked	38.983	2045005150	152
14	Locked	37.636	2045011475	114
15	Locked	38.605	2045012037	433
16	Locked	37.636	2045006040	442
17	Locked	38.983	2045011817	170
18	Locked	37.636	2045013556	43
19	Locked	37.636	2045014794	23
20	Locked	37.636	2045015616	18
21	Locked	37.636	2045017166	18
22	Locked	37.636	2045017275	35
23	Locked	37.356	2045013707	33
24	Locked	37.636	2045018291	27

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	51000000	33	5.120	64qam	4
2	44600000	34	5.120	64qam	3
3	37200000	34	5.120	64qam	2
4	30800000	33	5.120	16qam	1

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	2.0	0	0	0	0
2	2.0	0	0	0	0
3	2.0	0	0	0	0
4	2.0	0	0	1	0

 

[MartinP_Do]

RxMER and SNR looks fine, "post RS errors" are not fine, but can be ignored, when they do not increase.
In general Unitymedia/Vodafone provide 5 upstream bonded channels, it seems that one is missing ...

Method to heal overcrowded segments is to split them in two or more segments. That means technical effort. The level of effort varies somewhere between setting some check boxes in control center and burying new cables for back access of some of the separated new segments ... depending on the needed effort it may last some months ... (or years)
Some users here in forum have resigned and moved to VDSL ....

 

[stavistavi]

Thanks for providing the answer, always learning something new.
To be honest I really believe they are oversubscribed these days as everyone is at home but they will never admit that. Newer had these problems with speeds before in past 8 years I am with Unitymedia/Vodafone.
VDSL is unfortunately an option here as max I can get is 16/2Mbit for like 40€ which sucks.
At least I would expect they offer me a LTE modem as an interim solution till they can dig in the ground and fix it.

 

[.Marcus.]

May they introduce the 3.1 OFDM Upload channel already by replace one of the 2.0 channels, in case the modem not recognize / support these new OFDM channel it will report 4 channels only. May this change in the segment data flow could be also an additional reason why you face some issues nowadays vs. 8 years without any issues.

 

[stavistavi]

@.Marcus. : could be one of reasons. True is that the Compal (white Connect Box) is only Docsis 3.0 standard. But since those problems started in November and are only during busy hours (11-12 lunch time and evenings after 17) my gut feeling is that the problem is with the last mile.

Btw I may switch the Cable modem to FB6591 that I would like to buy myself. According to the hotline Vodafone will support it and they just need the MAC/MTA ID of the box so it can register in their network.
Any experience with that?

 

[.Marcus.]

That's right, you need to provide them with this data so that the newly connected device is integrated into the network. If you do it by phone, double-check the numbers with the support to avoid additional calls. It will take some time for the new device to become operational. Be prepared for some downtime on your connection. It is also rumored that Vodafone is currently having some issues with this so called 'Provisioning System'.

About the FB6591 I have no experience. The device support D3.1- about the upload OFDM I am not sure how good, I saw some discussions here in the forum but did not follow them up.

 

[stollj3r]

Hi there,

I've just read about your problems with vodafone. Unfortunately, I'm not an engineer so I can't really help you with any technical issues. However, from my personal experience, it's very important to speak to the right vodafone advisor who is actually responsible for the specific local area you live in and the type of internet connection you have. In Germany, the different branches of vodafone can be quite confusing. This may lead to problems and misunderstandings. From your post, I do understand that you access the internet via a cable (DOCSIS) connection from within the state of Baden-Wurttemberg.

I would strongly recommend calling this number only +4922146619100. This is the former Unitymedia customer service centre currently still dealing with any issues in your local area. Unitymedia used to be the operator of the cable network in Baden-Wurttemberg before vodafone took over in 2019.

Whenever I experienced issues with my cable connection, Unitymedia or Vodafone fixed the problem with the help of local subcontractors within a couple of days. I always received several text messages about the appointments and the engineers being about to arrive at my home address. I live in North Rhine-Westphalia though.

Hope this helps

All the best
J

 

[__QT__]

I would stop speaking here to anybody but send them a mail to [email protected] with "Beschwerde" in subject. Attaching evidence of the problem (vodafone speedtest results from various days and daytime) documenting the problem and DEMANDING a fix within 14 days from the day of the email. Else tell them you will quit the contract with immediate effect.

Of course the threat of quitting is only useful if you can have a true alternative at your location (e.g. VDSL). Else it might be not too helpful but still you can demand to get the service you have a contract for.

Calling numbers will always mean you reach somebody from 1st level and these people are mostly clueless and try to get their own numbers right by marking your problem as fixed. This is a never ending story as you just experience. Stop doing that. Waste of time.

 

[stavistavi]

Thanks a lot for useful tips. I usually call local BaWu hotline numbers but like said it is the 1st level support. Will try the email way.

 

[stavistavi]

So in case everyone wonders how this ended up.

What I wrote per mail:

Sehr geehrter Unitymedia/Vodafone-Support,

Ich habe die Hotline 17.11.2020 kontaktiert und mich über die langsamen Upload-Geschwindigkeiten im Internet beschwert.

Es sind bereits 3 Monate vergangen und alle zwei Wochen mehrere Anrufe bei der Hotline, aber das Problem ist immer noch nicht gelöst. Sie haben sogar keinen Techniker geschickt, obwohl Sie es versprochen haben.

Ich bin seit 8 Jahren Kunde von Unitymedia / Vodafone, habe aber noch nie einen so schlechten Support erhalten.

Ich poste Links zu SpeedTest-Ergebnissen, um weitere Beweise zu erhalten:

"
links to speedtest results measured over time (removed to keep the thread short)
"

Ich erwarte folgendes:
- Sie geben mir ein Tracking-Ticket / einen Ausweis für meinen Fall, der am 17.11.2020 eröffnet wurde, mit einer Liste der von Ihrer Seite ergriffenen Maßnahmen für eine eventuelle weitere Eskalation und Beschwerde beim VZBV.

- mir eine angemessene finanzielle Entschädigung für 3 dieser Monate gewähren, in denen Sie gemäß unserem Vertrag keine Konnektivität bereitstellen konnten.

- einen Plan ausarbeiten, wie ich meine Geschwindigkeitsprobleme innerhalb der nächsten 14 Tage beheben kann. Wenn ein Fix nicht bereitgestellt werden kann, erwarte ich, dass Sie mir auf Ihre Kosten eine voll funktionsfähige Alternative (LTE-Modem, DSL) mit vergleichbaren Geschwindigkeitsparametern zur Verfügung stellen, bis das Problem behoben ist.



And the response:


Lieber Herr...

es tut uns sehr leid, dass Sie erst jetzt eine Antwort von uns bekommen.

Zurzeit haben wir außergewöhnlich viele Anfragen, denn natürlich stellt die aktuelle Situation an uns alle neue Herausforderungen. Unser Netz zu optimieren und für alle unsere Kunden immer ausreichende Netz-Kapazitäten zu schaffen ist dabei unsere höchste Priorität.

Können Sie Ihren Anschluss weiter nur eingeschränkt nutzen? Dann melden Sie sich bitte unter 0221 46 61 91 00 und wir kümmern uns darum.

Freundliche Grüße


Talking to the support again was a waste of time, again. When I at least asked for LTE modem till they can fix the problem (preliminary date to dig in the ground to lay some extra cables is 31.7.) they said they cannot do it since they are cable division only. When I asked for increase of the upload speed the response was it will not help (they are simply overbooked)... They recommended I should go with DSL (16/2 is max I can get and for 40€) and there is nothing else they can do...

Vodafone here in Germany is really rubbish. Just incredible amount of flustration and looking at the forum here and talking to neighbors apparendly I am not the only one. Just makes me wonder if a class action lawsuit against them would bring something.

Btw noticed that my upstream channels now has only 16 QAM modulation for all 4 upstream channels. Mentioned it to tech support as well but they give a f.ck.

I work in IT and these things can happen and they do happen. But what really pisses me off is that it takes ages to get it fixed and they are NOT TRANSPARENT AND HONEST. Apparently they have problems but instead of admitting it you end up hitting L1 tech support giving you different answers each time. And all it would take is "hey, we have problems, we know but we are working on it, estimated fix is ...., as a compensation we will give you 50% off for each month" or something similar

 

[hotte70]

Das mit LTE als Ersatz wäre schon eine gute Sache, aber bei der Vielzahl an Kunden mit Problemen könnte deren Mobilfunknetz das vermutlich gar nicht auffangen, das Problem würde sich dann nur verlagern. Wie es aussieht wird sich bei dir im Segment so schnell leider nichts bessern, da bleibt höchstens der Wechsel zu DSL, aber 16/2 ist dann wohl auch keine echte Alternative.

 

[stavistavi]

Das mit LTE als Ersatz wäre schon eine gute Sache, aber bei der Vielzahl an Kunden mit Problemen könnte deren Mobilfunknetz das vermutlich gar nicht auffangen, das Problem würde sich dann nur verlagern. Wie es aussieht wird sich bei dir im Segment so schnell leider nichts bessern, da bleibt höchstens der Wechsel zu DSL, aber 16/2 ist dann wohl auch keine echte Alternative.

Unfortunately DSL is not an option here due to speeds. The only reason why I asked for a temporary LTE modem is the fact that sometimes the upload is 100-200kbits only (dialup anyone?). And ping going up to 3 seconds under a slight load does not help neither.

It is just my impression but it seems that the telco infrastructure here in Germany is not in a really good shape. Telco companies were just milking customers in past years without making any significant investments into their backbone and now they are caught surprised when they realize they are heavily oversubscribed and people actually use what was sold to them.

 

[stavistavi]

Unbelievable just happened. Got a phone call from Vodafone support that they will gratis send a temporary Gigacube LTE modem till they can dig in the ground (July/Aug 2021) and fix the cable connectivity.

 

[Nachtwesen]

Wow

 

[hotte70]

Unbelievable just happened. Got a phone call from Vodafone support that they will gratis send a temporary Gigacube LTE modem till they can dig in the ground (July/Aug 2021) and fix the cable connectivity.

Wow. Thats great. Never heard before that they do this. They must have realized that you have a bigger problem.