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Connection problems
vor 2 Jahren
Hello,
My connection is really bad for the past month, first i started to notice that the ping was really high since 1 month and since 2 weeks now the connection is cut sometimes and during the night it's very slow, i'm supposed to get 100 in download speed but you can see in the attached image I'm getting way less than that.
I tried the different troubleshooting solution on your app but i keep having the same problem, and recently I have to say that i'm really disappointed in your service.
I tried to put my wifi into a different 2.5 chanel than my neighbors but this didn't help either, and what's frustrating is when the connection is cut for minutes or hours, please see the video attached.
Can you please support?
I try to call your hotline number but it's only in german and I don't understand it unfortunately, I tried different numbers on the internet for english support but I couldn't find any, can you please tell me if there's a number that I can call ?
Thanks in advance!
1714
22
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vor 2 Jahren
The video is not really helpful. It just shows a TP-Link router or modem-router, not clear which model.
I would go for a box that gets good support like a Speedport or a Fritzbox.
At that stage however it does not get clear whether your connection problem is s.th. with root cause on Telekom side - or on the side of your TP-Link.
I try to call your hotline number but it's only in german and I don't understand it unfortunately, I tried different numbers on the internet for english support but I couldn't find any, can you please tell me if there's a number that I can call ?
You can call and ask in the beginning "can we speak English, please?" - if the answer is "no" then say "sorry, bye", hang up and call again. This can be a bit time consuming if first you end up in a waiting queue - but it is for sure by far faster than waiting for you to reach an acceptable level of German.
In the past I think there was an English speaking Hotline, looks like this was either not such a success - or simply too expensive.
In the end it is clear that in Germany most people are German native speakers - and the hotline job is (I guess) not a job that is paid well, hence often that results in people that are not so good in English, or at leas not experienced/shy.
0
vor 2 Jahren
You can try the diagnosis
https://www.telekom.de/hilfe/hilfe-bei-stoerungen
0
vor 2 Jahren
i'm supposed to get 100 in download speed but you can see in the attached image I'm getting way less than that.
A speed test screenshot is not really helpful (to many external factors). Please log into your router and make a screen shot of your DSL sync information and post it here.
Best wishes,
Thomas
18
Antwort
von
vor einem Jahr
Hello @Defrost51.
Unfortunately, I was still not able to reach you.
When can I try it again?
Kind regards, Martin Bo.
vor einem Jahr
Good morning part 2
ok, then see how under Internet - DSL (DSL, Spectrum, Statistics) information synchronizes your line (detailed). A screenshot of that would be perfect
0