3 messages
Horrible connection speed on Gigabit internet
Hey Support team!
I hope you are doing well.
I'm a new Voo customer and i have couple issues with Voo!
First: I'm having a gigabit internet, for the first 15 days(!) the speed was fine, but now it's almost 10 times slower! Here is the speedtest result :
https://www.speedtest.net/result/15725321495
And no, i'm not using a wireless connection! I'm using a ethernet CAT 7 cable and my ping to modem (192.16.0.1) is 1 ms.
Second: When I tried to contact Voo Customer number (078505050), they said all their English support are busy and if I want either talk to French speaker or leave my number so they call me back. I left my number and after a day (!!!!!) they called me and they speaked in French! Like this is so crazy! and when I told the guy I'm really sorry but i don't speak French, they hangedup!
Dear Voo, If the service and support is going to be the same, Kindly I would like to cancel my subscription.
Marcs
Top Expert
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21.1K messages
il y a 4 mois
Hi,
If not yet done, putt your customer number in your forum profile
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optis2005
3 messages
il y a 4 mois
Hey, @Marcs Thanks for the tip. I checked and it's already there.
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theo2007
Savant
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2.2K messages
il y a 4 mois
Hi @optis2005 ,
Guess what ? When I lived in the US, I tried to get customer support in French. Tough luck !
I guess the first thing would be to publish here the modem "transmit" and "receive" lines levels.
How to do that ?
First connect to the modem CGA4233 at 192.168.0.1
Then enter "voo" (lower case) as the user's name
and the password listed underneath the modem ("user password") and pay attention to the lower/upper cases
Then click on "configure your modem"
On the next page click on "DOCSIS Signal"
Copy and paste here the values of the Upstream and Downstream Bonding
Note: this link explains the same thing but in French
https://forum.voo.be/conversations/ma-connexion-internet/tuto-verifier-les-niveaux-du-modem/5e53d55a4cf00d702b5184bf
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Gilles N
Officiel VOO
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3.9K messages
il y a 4 mois
Hello @optis2005,
Apologies for the delay in response.
I am sorry that technical phone support could not assist you during your call.
I see that you were contacted following an email sent and that troubleshooting was scheduled.
It was then canceled, via myVOO, is the situation resolved?
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optis2005
3 messages
il y a 4 mois
Hello. Thanks for following it up.
Yes. It solved after rebooting the router (I did before posting this) but after second time my speed is back to 950.
Thanks.
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Gilles N
Officiel VOO
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3.9K messages
il y a 4 mois
Glad to read everything's working again.
Have a nice day !
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