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

  • 24 January 2020
  • 32 reacties
  • 1080 Bekeken

Hi,

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

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Beste antwoord door Sander 7 February 2020, 10:19

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32 reacties

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.

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

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?

 

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.

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.

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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 @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
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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!

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?

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@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 @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 @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? 

 

 

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@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.

Hey @weslleyt 

Have you all ready tried to reset the modem and in case of fiber restarting the mediaconverter by removing the electricity?

Hi, Thank you for your reply.

Yes, we did it several times. The internet connection is pretty bad since last Friday (specially in the evening). Now the internet speed is better but still far away from the speed that I pay for. The connection is really unstable =/.

Reputatie 7
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Hi @weslleyt

 

Good news: I can confirm there's nothing wrong with our network or the connection of your modem. But we still have to find out why you experience slow internet. Could you elaborate a bit? Could you explain what speed you get on Wifi and on cabled internet? Could you perform a factory reset and tell if this makes any difference? Is it a slow connection or does the connection drop completely? Could you tell (or make a picture) of the connection from your modem to your computer?

 

This way we can see what could cause the slow connection! And hopefully solve it as well!

Hi @weslleyt

 

Good news: I can confirm there's nothing wrong with our network or the connection of your modem. But we still have to find out why you experience slow internet. Could you elaborate a bit? Could you explain what speed you get on Wifi and on cabled internet? Could you perform a factory reset and tell if this makes any difference? Is it a slow connection or does the connection drop completely? Could you tell (or make a picture) of the connection from your modem to your computer?

 

This way we can see what could cause the slow connection! And hopefully solve it as well!

 

Hi Sander, 

Thank you for your reply. If you are saying that there is nothing wrong on the t-mobile network, so we have a problem. Since we have t-mobile for more than one year and we haven't changed any configuration on the router, so I think the problem is on "your" side.

 

According to https://www.t-mobile.nl/thuis/internet/speedtest the speed (now) is around 2Mbps (download) and 80Mbps (upload). It suppose to be 200Mpbs (download and upload).  I tested it on wifi and also connecting (on cable) directly to Tmobile router. 

 

I removed the power several times.. and the connection is still bad. 

 

Basically the connection here works as follows:

*Tmobile router → (connected by cable to) -> my rotter → My Laptop. 

*fiber optic 

 

I hope t-mobile can fix it as soon as possible. 

 

Thank you!

 

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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!

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
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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 @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.

Same problem here, I am in Eindhoven too and I am experiencing this behaviour since two days ago. The speed collapses in the evening.

Reputatie 7
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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!

Reputatie 7
Badge +20

Hey @weslleyt 

Have you all ready tried to reset the modem and in case of fiber restarting the mediaconverter by removing the electricity?

Same problem here, I am in Eindhoven too and I am experiencing this behaviour since two days ago. The speed collapses in the evening.

 

Hi Menego, 

I also started experiencing this behaviour a couple of days ago (Friday to be exact). During the day the speed is ok (today around 10h, it was 100Mbps, but it is suppose to be 200Mbps), but last night I got less than 1Mbps =0. 

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

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