‎Help in English - DSL connectivity issues since 2 days ago - Berlin 10179

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Help in English - DSL connectivity issues since 2 days ago - Berlin 10179

3 years ago

Hello.

I am experiencing frequent disruptions in my DSL connection since 2 days ago.

My DSL connection gets disconnected randomly (every few hours)

I have set up a monitoring system, so I also know when (and how many times) at midnight it runs into issues.

Please take a look at the screenshots: they show the uptime, speed test and HTTP test graphs over the past 24 hours. As you see I have had both degradation of service (I should get 140Mbps) and also loss of connections.

Modem is Speedport 4. I use it only as a DSL modem, and my WiFi AP connects to it via PPPoE. I have also restarted the Speedport to see if it helps.

Also FYI I had issues on May 18, but then it was fixed after ~1 day, and then I have never had issues until now.

I appreciate if someone can take a look, as I can't work from home now and have switched to mobile data.

Let me know if you need more details.

Screenshot 2022-07-04 at 09.48.31.png

Screenshot 2022-07-04 at 09.48.45.png

Screenshot 2022-07-04 at 09.48.59.png

1841

3 years ago
Hallo @Mehdi3 ,

could you please also share the information in the router log whenever disruptions occur?

Please mask personal data like phone numbers.

Have you already reported a problem via:

www.telekom.de/stoerung

There should also be a test of the line included. Unfortunately you miught have to figure out how to do this on the website in German.

Best wishes,

Coole Katze
29
Answer
from
3 years ago
Hi
Today a Telekom technician came and found the root cause of the issue: we have 2 DSL sockets at home and apparently one needed to be cut from the connection joint, to reduce noise, as we're a little bit far from the main DSL box (this is what I could understand with my basic German).
The previous Telekom technician also said the same thing, but he couldn't find the actual place on wall where the wires were connected.
Now I have full 175Mbps.
Thank you for your support here.
Answer
from
3 years ago
Hey guys.
So, after the Telekom technician came to my home and fixed the line, I get full 175Mbps and I have less frequent disruptions, but still I have had about 6 or 7 problems in the past 7 days. The last one was today at 11:56 (and before that at 11:29 where I lost connection in the middle of a meeting). It's frustrating, as the whole reason to move to Telekom from the previous operator was its fame for stability, and now my Internet experience is worse (I never had these frequent issues with the previous operator in the 4 years that I was using them. They were just slower in the evenings, and had unstable ping times, but never had frequent disconnections)

I don't know what to do to fix the issue (I also don't want to reset my line frequently. I did it last week)

Is it possible for a Telekom admin to check my line from your side? I want to find the root cause. Is it due to constructions in our neighbourhood? Is it an issue with your service? Do you get the same reports from other people in my street?
At least the Telekom technician said the signal/noise level in my line is ok.
Also I haven't changed anything in my network.

Thanks for your help
Mehdi
Answer
from
3 years ago
Hallo @Mehdi3 ,

maybe you could test the line again:

www.telekom.de/stoerung

Does this show problems or does it seem ok at the moment?

Best wishes,

Coole Katze
Unlogged in user
Answer
from
Accepted Solution
accepted by
3 years ago
Hi
Today a Telekom technician came and found the root cause of the issue: we have 2 DSL sockets at home and apparently one needed to be cut from the connection joint, to reduce noise, as we're a little bit far from the main DSL box (this is what I could understand with my basic German).
The previous Telekom technician also said the same thing, but he couldn't find the actual place on wall where the wires were connected.
Now I have full 175Mbps.
Thank you for your support here.
0
3 years ago
Hello @Mehdi3,

are you still available for a call today?

Kind regards

Malte M.
2
Answer
from
3 years ago
Hello @Malte M.

Yes I am.

Bests

Mehdi
Answer
from
3 years ago
Hey @Mehdi3,

do you have the same issues when you are connected with a LAN cable?

Have you already tried this out?

If none of these tips are working, please tell me a time-frame for a call. 😊👍

Thank you in advance and kind regards
Christina P.
Unlogged in user
Answer
from