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vor 11 Monaten
@Timur K. Hi, thanks for the recommendation. Today I tried different LAN cables, connected to different port and performed factory reset but the situation doesnt seem better. I also checked my PC and the network drivers were up to date. Can you please help me to further diagnose this problem? As the log I provided you before, it stated that there was a timeout during PPP negotiation. A timeout here suggests that the router couldn't successfully negotiate a connection with the ISP . This issue is typically related to the DSL line or the ISP itself, not really the LAN cable.
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vor 11 Monaten
@Hanh Nguyen
Many thanks for your detailed update 🙏🏽
I would also be interested to know whether the internet connection is currently also disconnected when the PC is switched off 🤔 Does it then continue to disconnect or does it remain stable afterwards?
Do disconnects also occur when the PC is connected via WLAN? What about when you connect other devices to the router via LAN? Do they also disconnect? 🤔
Best regards
Timur
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vor 11 Monaten
@Timur K. The internet connection is only disrupted when I connect my pc with router via cable and perform traffic heavy tasks (e.g., playing online game). When I connect my laptop to the router and play online game via wifi, the network is still connected but not really stable as there were some lagging, delay and slow connection. I tried several methods for wifi signal improvement as your recommendation but the situation is not much improved.
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vor 11 Monaten
Hey there @Hanh Nguyen,
so the issue only appears when using wifi, correct?
Kind regards,
^Christian
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vor 11 Monaten
@Christian Ha. The issue happens when I use LAN cable with my pc and play online game. I just bought a wifi adapter and connected the pc to wifi so the disruption was less frequent but still happened.
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vor 11 Monaten
Hello @Hanh Nguyen,
I'm pleased to help you.
I will check the connection and, if its possible, we make together a technician appointment. When do you have time?
We will speak on the phone about the details, as you have time.
Kind regards Khaled A.
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vor 11 Monaten
@Khaled A. thanks for your quick response. I will be available today from 3pm and tomorrow morning ( Germany time). I look forward talking to you then.
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vor 11 Monaten
Hey there @Hanh Nguyen,
thank you for the pleasant conversation!
I'm glad everything is up to par. Should you have anything else, please don't hesitate to reach out.
Kind regards
^Christian
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vor 11 Monaten
@Christian Ha. @Khaled A. @Timur K. Hi, there is not anyone reached out to me yet and Im still waiting for your colleagues to contact me. Yesterday, the internet was disrupted for a while again. I also realise sometime when I have a voice call through Viber, the internet connection is also pretty slow. Is it possible to have a technican to come to my house and check? This is because I want to know where the problem comes from. If it is on the router or my equipments, I will replace them with a new one. This issue happens for several weeks and still unresolved for now.
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vor 11 Monaten
Hello @Hanh Nguyen,
thank you so much for the nice phone conversation.
Our technicians will visit you on Monday from 9 am to 1 pm to check the connection.
If you need more help, contact us any time.
Kind regards Khaled A.
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vor 11 Monaten
@Khaled A. Hi, today the technician came to my house and at that time, everything was fine. However, after he left, the internet disconnected for several time. The technician told me that my neighbor who lived in the same building with me also experienced the disconnection. So the building cable could also be the cause. He told me to reach out to Telekom if the disruption still happens before the ticket is closed. Hence, can you please support my case further as the issue has not been resolved yet? Thanks in advance.
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vor 10 Monaten
Hello @Hanh Nguyen. Unfortunately, there are no updates yet. Does the internet disconnects via LAN or WLAN-connection? I'm happy to hear from you. Kind regards, Martin Bo.
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vor 10 Monaten
@Martin Bo. Hi, thanks for reaching out. The situation seems to be better but I still experience the disconnection. I am available now so you can call me for further discussion if required.
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vor 10 Monaten
Thanks again for the nice conversation @Hanh Nguyen.
As discussed, I will call you tomorrow regarding your decision, to either have a downgrade or a permanent discount.
I wish you a wonderful day.
Kind regards,
Martin Bo.
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vor 10 Monaten
Thanks for the pleasant call again @Hanh Nguyen. I received the information right away that I unfortunately can not give any details regarding the negotiations with other ISP providers. I will keep my fingers crossed that it won't take to long until the issue is solved. Kind regards, ^Martin
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