Glasfaser internet instable and slow
1 year ago
Hello,
I apologize for writing in English my German is not good. I hope to get English support from Telekom.
my issue: I switched to Telekom fiber more than a year ago ( 100 MB download and 50MB upload ), I live in a newly built apartment that has new infrastructure. However, my internet is not stable, sometimes I get the promised speed but also sometimes I get an and unusable speed like 0.8 MB! The stability is random but the issues happen mostly during the day!
I had a Telekom technician at home a month ago, he said the issue was some dust in the fiber ports and he cleaned it! However after a few days I noticed that the problem is still the same!
Could you please help prioritize this and help me fix the issue? Calling the hotline sometimes does not help because of the language barrier
I am unable to do my job from home, and I would like to understand if the problem can be fixed! I am expexting fiber connection to be stable which is not the case.
I attached few speed test I did this morning.
I am looking forward to your reply.
Best,
haithem
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1 year ago
I assume after cleaning the support ticket had been closed as resolved. If so, you need to open another one that someone looks into it. Please go through the steps here: https://www.telekom.de/hilfe/hilfe-bei-stoerungen/leitungspruefung.
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1 year ago
Hello @hmosbahi,
please save your customer number and a callback number where we can reach you here in your profile.
After that, give us a short feedback here, please.
Then we'll call you and check the line.
Kind regards Inga Kristina J.
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1 year ago
Hello @Inga Kristina J.
Sorry for my late reply. I am still having the same issue.
I just update my profile with my customer number and phone number. I would appreciate a callback in English.
Thank you very much.
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1 year ago
@hmosbahi We will gladly call. Could you give us a timeframe in which you are available for a short call? That makes it easier to organize an English-speaking colleague.
Kind regards
Sören G.
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1 year ago
Hello @Sören G.
I am available today Monday 22, between 12pm - 3:30pm. Tomorrow 23, between 8:30am - 10:30am or between 12pm - 3:30pm, Wednesday 24, anytime between 8:30am - 6pm.
Thank you!
Best,
Haithem
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1 year ago
Hi there @hmosbahi,
thank you very much for your inquiry. I took the liberty to take a closer look at your connection, and yet I have a few more questions that require a conversation over the phone.
Is there a suitable timeframe available, in which we can carry on our conversation?
Kind regards
Christian H.
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1 year ago
Hi @Christian Ha.
I am available today, anytime . Tomorrow 23, between 8:30am - 10:15am or between 11pm - 3pm, Wednesday 24, anytime between 8:30am - 6pm.
Today was a good example of how unstable my internet connection.
Looking forward to our conversation.
Thank you
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1 year ago
@hmosbahi
Hey,
I couldn't reach you right now 🙏🏽 Maybe something came up 😅 Should we try today or should we get in touch tomorrow from 8:30 am? 👍🏽
Best regards
Timur K.
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1 year ago
Hi @Timur K.
Sorry Something came up, Yes tomorrow 8:30 am works for me! Thank you very much!
Best,
Haithem
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1 year ago
@hmosbahi
Thank you very much for the pleasant conversation earlier 😊 As discussed, I have now restarted the fiber optic modem + router, as it is possible that an incorrect configuration has crept in.
Please observe how the connection behaves now.
Best regards
Timur K.
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1 year ago
Hello @Timur K. @Christian Ha.
Reminder that I am available today anytime, I am having the issue almost everyday and it's hard to work from home with the current situation.
Looking forward to your call.
Thank you
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1 year ago
Hi @Timur K.
Thanks again for the conversation and for the effort to fix the issue.
Unfortunately the problem does not seem to be fixed, at least for the first 2 hours after our call, it's still unstable, The download speed I was able to test: 0.2 Mbps, 0.6 Mbps, 4.5Mbps, 12 Mbps and sometimes > 50 Mbps . I am still unable to join meetings or have a stable video call. Could the problem be the Telekom router?
Again this issue has been going on for months now and to be honest I don't even remember a long period of time where it was working as it should since the start of my contract 1 and a half years ago.
Here are some links / screenshots for my speed test with the time so you can compare it with the data you have on your side.
Download: 0.2 Mbps => https://telekomde.speedtestcustom.com/result/577ba2d0-bac8-11ee-a826-55876f50e17a
Download: 0.6 Mbps => https://telekomde.speedtestcustom.com/result/8fdf72d0-baca-11ee-a46d-d901acf36e19
Download: 4.5 Mbps => https://telekomde.speedtestcustom.com/result/200db9a0-bac8-11ee-a826-55876f50e17a
The expected speed should be 100 Mbps for download and 50 Mbps for upload.
Also, I am unable to use my PS5 and play online since I am kicked out of the online session all the times because of the drop in download / upload speed to less than 1 Mbps.
Thank you in advance for your help and I am hoping that you find a fix for this issue as it really affects my work.
Best,
Haithem
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1 year ago
These are sad news to your issue @hmosbahi.
We will check this as fast as possible.
Which lamps are blinking? How is the cable situation?
Do you work your PS5 with a LAN-cable?
Kind regards
Christina P.
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1 year ago
Hi @Christina P. @Timur K.
I wasn't using a LAN-cable until recently and here's what I observed. By using the LAN-cable I didn't experience any problem for days with both my laptop and ps5 console.
However, I still have the same issue from time to time whenever I use the WIFI, regardless of the device ( laptop, smartphone, game console, etc ).
I am suspecting the issue is the telekom router! Since it's been the same behavior almost from day 1. How can I get help with this ?
Thank you.
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1 year ago
Hi @hmosbahi,
as already said, the new router is on its way!
Sincerely,
Johannes P.
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