Low speed, breaking connection, VPN issues, etc.

isamllr · 2021-08-17T09:11:27+00:00

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isamllr

Since the beginning of the contract (May) I was never able to use the promised speed (Speedtest: 30-60 Mbps), also had to exchange the modem twice, and now I was told to do so again by support, since apparently the customer nr and name of the wifi are different. It’s been a week and I have not heard anything anymore nor have I received a parcel with a new modem.

I hold my business calls on my phone only since the connection is breaking all the time. We are two people in this household supposed to do remote work. The situation is completely intolerable and I am not getting the service I am paying for by any chance.

I’ve been in contact with UPC support many times and have not received any solution.

A solution is needed NOW or I want my money back and out of this 2 year contract immediately.

Daniele_Sunrise

isamllr We will be happy to check your internet speed. For this we need a speed test series via CNLAB as described here.

After the test please contact us with your CNLAB UID, so we can analyze the results.

Greetings
Daniele

isamllr

Hi Daniele, I called support and finally someone suggested to split the 2.4 and 5 Ghz networks… which did solve the VPN and speed issues. I now have two SSIDs available.

I have devices that only support 2.4 Ghz (Chromecast) and the Connect Giga Box really struggles with that.

I could now complicate your life by demanding another bug free modem, but for the moment the new operating mode is fine. 😉

It’s just very sad that support only came up with this solution for me after 3 months and numerous calls, after exchanging the modem twice.

I talked to very incompetent support people (sometimes kind, sometimes not so much) who mixed up customer data, one lady even blamed my skills suggesting to involve more computer savvy friends/family on my behalf.

Except from Michael no one took the steps to look at the issue step by step and from multiple angles.

Thanks for the prompt answer here in the forum nevertheless.