Constant internet problems for the second day in a row

2 days ago

Hi,

I have constant connection issues.

When there's connection all speedtests seem to be fine, but I cannot participate in any calls or video calls, because the audio/video drops every 5s.

I checked multiple ping tests as well, most of them showed that everything is fine, but there was one where I show 4000ms spikes every 6s.

I have a Speedport Smart4, firmware is up-to-date, I have tried restarting it multiple times (through it's admin interface and by unplugging it as well).

I have also reported the issue, but unfortunately when the support called me I was not at home. Ironically I cannot stay home if there's no stable internet, because I need it for work :)

I have also tried to call customer support, but after a while I got lost trying to answer the questions.

How could I have this issue resolved?

Thanks,

Tom

18

3

    • 2 days ago

      Does the problem only occur during video calls or is the internet generally unstable?

      In the first case - how is the Computer connected to the Router? If not via LAN Cable, try this!

      In the second case a Technican need to check the DSL.

      2

      Answer

      from

      2 days ago

      The internet was generally unstable, but it was most noticeable during video calls.

      I tried it with LAN cable as well that did not have any effect.

      In the meantime I got a call from a technician, who remotely restarted something, which seem to have solved the issue.

      According to her the issue could be caused by neighbours using powerline devices. Which is not something I will be able to influence.

      Anyway, the restart or something seems to have resolved the current issue and hopefully it won't come back anytime soon.

      Answer

      from

      2 days ago

      @tmbrgr thank you for keeping us up to date. I hope your connection remains stable.

       

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