Beantwoord

Is there a problem with the internet (thuis) in Eindhoven? My internet is super slow now.

  • 24 January 2020
  • 32 reacties
  • 1055 Bekeken

Hi,

My internet is super slow this evening (Eindhoven). Is there a problem with the network on Tmobile(Thuis) ?

icon

Beste antwoord door Sander 7 February 2020, 10:19

Bekijk origineel

32 reacties

Reputatie 7
Badge +20

@joopderooij 

Have you tried giving your draytek a factory reset by pressing the reset button on the back for around 10 seconds and then connect a laptop with a CAT6 cable to your modem, check your speed using the Ookla speedtest app.

Try removing other devices like another router etc. to see if something causes the speed to reduce or not.

Hi @joopderooij, it looks like my colleague managed to solve your issues over the phone, that’s good to see. If there’s anything else I can do for you do let me know!

Brian, I advised your colleague  to look into several similar issues as mentioned above. Did this work also?

Reputatie 7
Badge +8

Hi @joopderooij, it looks like my colleague managed to solve your issues over the phone, that’s good to see. If there’s anything else I can do for you do let me know!

Since all is in English ;)

 

Since a week, my 1000mbps connection only delivers a maximum of 185 mbps. Also, the upload speed differs way too much from the download speed (which should not be, it is a glass-fiber connection).

All steps were executed, resetting devices etc.

I also tried testing with a cat 6 cable straight into the Draytek. Results remain the same.

I pay for 1000mbps. Please deliver accordingly ?

Reputatie 7
Badge +8

Hi @weslleyt, I can understand your frustration. I'm afraid switching provider isn't going to help because this a network issue so any provider on this part of the fiber network will probably experience the same thing. This will have to be resolved by the grid operator. I will however inquire again about the current status and will contact you at the start of next week. Of course I will also reimburse you for the period this problem has lasted once it has been solved. I will keep you posted Wesley, my apologies for the inconvenience!

Hi @weslleyt, it’s looks like the grid operator is working with one of their vendors to analyse the problem, it would appear that multiple customers in this area are experiencing the same issue. We haven’t had an update from the grid operator after that though. We always ask for updates every few workdays on our outstanding requests so as soon as we hear something my colleagues will send you a confirmation through e-mail. Apologies for the delay!

 

Hi Brian, 

 

How should I procedure? It has been more than one month already. The service is not (fully) provided. 

It seems that I have two options:

1 - Wait until t-mobile fixes it.

2 - Change the internet provider. 

 

I don't want to change it because it might take some extra work (searching.. reading contracts etc..).

However, I don't want to keep waiting forever because I feel that T-mobile is fooling me.  Can I have the money back, or at least some nice discounts, since the service has not been provided? Is anyone (from tmobile) going to call me to try to solve it?

 

I am definitely not happy with it.

Reputatie 7
Badge +8

Hi @weslleyt, it’s looks like the grid operator is working with one of their vendors to analyse the problem, it would appear that multiple customers in this area are experiencing the same issue. We haven’t had an update from the grid operator after that though. We always ask for updates every few workdays on our outstanding requests so as soon as we hear something my colleagues will send you a confirmation through e-mail. Apologies for the delay!

Reputatie 7
Badge +20

@weslleyt 

Are you using a desktop/laptop which is directly connected to your modem? Try starting tou desktop/laptop in safe mode and perform a speedtest.

Hi @weslleyt, apologies for the late reply! We’re still in contact with the grid operator to see if there might be some network issues. They said they couldn’t find anything wrong but we urged them to take a second look. Thank you for the speedtests! I expect to hear something from the grid operator this coming week, we’ll keep you updated!

 

Hi Brian, 

Do you have any news? As you can see in the picture bellow (or on this link → https://t-mobile.speedtestcustom.com/result/1017b120-5426-11ea-ae06-eb961bd67d1a ), we don't have the 200Mbps. It has been one month already, are we going to have some kind of compensation? 

 

 

Reputatie 7
Badge +8

Hi @weslleyt, apologies for the late reply! We’re still in contact with the grid operator to see if there might be some network issues. They said they couldn’t find anything wrong but we urged them to take a second look. Thank you for the speedtests! I expect to hear something from the grid operator this coming week, we’ll keep you updated!

For the most part that's great news! For you @weslleyt, can you monitor the speed this weekend? If it's still under 130 Mbps, can you post a recent speedtest? I'll look into further actions for you. 

Hi Sander, 

 

Do you have any news about this problem? As you can see in the picture bellow (or in this link https://t-mobile.speedtestcustom.com/result/9460e230-4e7c-11ea-8ef5-678d350e0423 ), after one month we still have speed problems.

It seems that there is something "limiting" the download speed. In "theory", since we use optical fiber, the speed suppose to be the same for Up/Download.

 

I checked the website and T-mobile is not offering 200Mbps in my zipcode anymore. Do you think that it might be related to the problems I am facing?

 

For the most part that's great news! For you @weslleyt, can you monitor the speed this weekend? If it's still under 130 Mbps, can you post a recent speedtest? I'll look into further actions for you. 

Hi Sander,

I monitored the speed this weekend. The speed was between 100-140. You can check the results in this link: https://t-mobile.speedtestcustom.com/result/0e87ef10-4b83-11ea-bbbd-097046e10e7f

 

 

Reputatie 7
Badge +6

For the most part that's great news! For you @weslleyt, can you monitor the speed this weekend? If it's still under 130 Mbps, can you post a recent speedtest? I'll look into further actions for you. 

Hi @weslleyt  and @Menego ,

 

Our gridoperator can confirm there aren't any capacity issues. So far there aren't any other customers that have notified their provider with speedissues. Could it be that the speed issues are gone and it was a temporary glitch? If not, then please let me know. 

 

Hi Sander, 

Indeed the internet is faster now, but it is not the 200Mbps that used to be.

The internet speed suppose to be 200Mbps but I got something between 100 - 130Mbps 😕.

 

I confirm that my issue did not come up anymore. It happened only those 3 evenings but since then everything is fine. Anyway I can speak only for myself, I do not know about @weslleyt

Reputatie 7
Badge +6

Hi @weslleyt  and @Menego ,

 

Our gridoperator can confirm there aren't any capacity issues. So far there aren't any other customers that have notified their provider with speedissues. Could it be that the speed issues are gone and it was a temporary glitch? If not, then please let me know. 

Reputatie 7
Badge +6

Update: we're in contact with the gridoperator. At first glance there doesn't seem to be an issue. We're currently looking at peak hours to see if there's a glitch in internet speed. Could you both test the internet speed tonight (monday) at 20:00 (peak hour)? 

 

 

Reputatie 7
Badge +6

Hi @Menego and @weslleyt,

 

Thanks for the checks! It's hard to investigate since there're only three cases in your zipcode with this speedissue, but I hope it’s enough to find the cause. No matter how small the group, we want everyone to have the appropiate internetspeed. To be continued!

Hi @Menego and @weslleyt,

 

I'll happily start an investigation, but I need some quesstions answered first so I can exclude some factors. 

There are several possible explanations. Here we go!

1. Make sure your networkcard is capable of speeds above 100 Mbit (like broadcom or asheros chipset)

2. Do not use a UTP Optimizer or any other form of switch. This includes routers and other equipment. Connect your lapptop directly to our modem. 

3. Use the speedtest.net desktop app instead of a browser version.

4. Turn firewall off and check other speedreducing software.

5. CPU load is too high

6. Use a direct cabled connection to LAN 1 or 2 and disconnect other hardware for the speedtest.

7. Enable acceleration in the menu of the modem. Menu under LAN => Swich Control : NAT Acceleration

 

Could you give me feedback on these points so we can exclude these factors?

 

Hi Sander, 

I have done all of the steps except step 7 because I couldn’t find it in the modem. When can we schedule an appointment with someone from Tmobile to check it here (in my apartment)?

It has been 5 days already that I have internet problems and I don’t see any concrete actions from the tmobile side.

I am a tmobile client for more than 2 years and I've never experienced this kind of treatment before. I've already sent messages here, on twitter, email and I called… but still… nothing.. It is really frustrating.

 

 

 

 

 

Hi @Menego and @weslleyt,

 

I'll happily start an investigation, but I need some quesstions answered first so I can exclude some factors. 

There are several possible explanations. Here we go!

1. Make sure your networkcard is capable of speeds above 100 Mbit (like broadcom or asheros chipset)

2. Do not use a UTP Optimizer or any other form of switch. This includes routers and other equipment. Connect your lapptop directly to our modem. 

3. Use the speedtest.net desktop app instead of a browser version.

4. Turn firewall off and check other speedreducing software.

5. CPU load is too high

6. Use a direct cabled connection to LAN 1 or 2 and disconnect other hardware for the speedtest.

7. Enable acceleration in the menu of the modem. Menu under LAN => Swich Control : NAT Acceleration

 

Could you give me feedback on these points so we can exclude these factors?

Yep all your suggestions already apply in my case. Only remark, for point 7 I do not have such a menu in my modem dashboard. I have a home gateway HG659

Reputatie 7
Badge +6

Hi @Menego and @weslleyt,

 

I'll happily start an investigation, but I need some quesstions answered first so I can exclude some factors. 

There are several possible explanations. Here we go!

1. Make sure your networkcard is capable of speeds above 100 Mbit (like broadcom or asheros chipset)

2. Do not use a UTP Optimizer or any other form of switch. This includes routers and other equipment. Connect your lapptop directly to our modem. 

3. Use the speedtest.net desktop app instead of a browser version.

4. Turn firewall off and check other speedreducing software.

5. CPU load is too high

6. Use a direct cabled connection to LAN 1 or 2 and disconnect other hardware for the speedtest.

7. Enable acceleration in the menu of the modem. Menu under LAN => Swich Control : NAT Acceleration

 

Could you give me feedback on these points so we can exclude these factors?

Hi Weslleyt, yesterday evening seemed to be fine. I wanna check this evening too before claiming it is solved.

Last evening (around 23h) it was 18Mbps, still far away from 200Mbps. I am (strongly) considering change to other company =/

Ouch, yes that definitely sucks...I would consider it as well if they do not solve it quickly.

Hi Weslleyt, yesterday evening seemed to be fine. I wanna check this evening too before claiming it is solved.

Last evening (around 23h) it was 18Mbps, still far away from 200Mbps. I am (strongly) considering change to other company =/

Hi Weslleyt, yesterday evening seemed to be fine. I wanna check this evening too before claiming it is solved.

Well I guess T-Mobile needs to start some investigations if they are not already on it.

Hi Menego, 

My connection is (still) bad. I called tmobile 0800 0092 and we performed a lot of tests together. They asked me to send an email with the screenshot of the tests… maybe (I hope) they will send someone to fix it. 

 

If you still have problems with your internet, I recommend you call them.

Reageer