CSA Media Services: Troubleshooting
Internet
Internet service on the Siedlung is provided by Vodafone; while CSA monitors and services the infrastructure, please note that we have no control over the Vodafone service itself. If you experience any issues with your Vodafone internet such as slow speeds or drop offs, we are here to help! For your convenience, we've provided some common ways to resolve service issues below. If these do not work for you, do not hesitate to contact us at [email protected].
Hard Reset
"Forget" the Network
If you are having problems with the WiFi signal, it can help if you “forget” your connection on each device and reconnect after the modem has completely reset. If your devices are using a VPN it is important to turn that service off before you reconnect to the WiFi signal.
Change Your WiFi Channel and Name
There are settings in the modem firmware which allow you to change the WiFi channel and name. This can help with interference from nearby modems. The online user manual with these instructions can be found here (German only).
VPN Support
We understand the appeal and usefulness of using a VPN program, VPN Router or VoiP device and do not discourage our customers from using them. Please understand that these programs have been known to slow down internet speeds significantly. CSA will always be willing to offer help and advice, but we cannot manage, maintain or alter any devices and/or programs added to your Vodaphone internet. We suggest contacting the company providing the VPN service directly for troubleshooting any VPN-related issues.
Government issue laptops come with a VPN encryption built in and have been known to crash the Vodafone modem. If you are using one of these laptops and your internet is dropping out as your modem restarts, there is no easy solution available as Vodafone does not allow us to change any of the meaningful settings within their modem. Until Vodafone address this issue with a firmware upgrade, we suggest restarting your modem once you have turned off your laptop.
Splitting Your WiFi Signal
Splitting your Vodafone WiFi can improve your signal. For a guide with screenshots on how to do this, please view this pdf. (Please note: a version for the Fritz!Box is forthcoming. This version is for the Arris Connect modem)
Your modem lights are all on, Internet is working but incredibly slow
Suspension of account
A common problem we see is the internet speed being slowed to a crawl by Vodafone due to non-payment. The payment for the Vodafone service is not the Quarterly Infrastructure Maintenance Fee paid to CSA. Check your account status online at https://www.vodafone.de/hilfe/stoerung.html (Click on “MeinVodafone” - Top Right) and with your bank. If you have not set up your online Vodafone account contact Suzie at [email protected] and she will be happy to help with this. If you believe your account is up-to-date, we will be happy to call Vodafone on your behalf.
Internet service on the Siedlung is provided by Vodafone; while CSA monitors and services the infrastructure, please note that we have no control over the Vodafone service itself. If you experience any issues with your Vodafone internet such as slow speeds or drop offs, we are here to help! For your convenience, we've provided some common ways to resolve service issues below. If these do not work for you, do not hesitate to contact us at [email protected].
Hard Reset
- Turn off the power to the Vodafone modem. You can do this either with the switch on the back of the modem or by removing the power adapter. Confirm that all of the lights are out on the front panel.
- Remove any LAN connections plugged into the yellow ports on the back of the modem. These might be used to connect computers or your television. directly to your modem.
- Leave the power and any other cables disconnected for at least 15 minutes to allow the modem to reset.
- After 15 minutes has passed, reconnect only the power cable. The modem will begin resetting. This process can take up to 20 minutes. Even when all 4 lights have to returned on the front panel it will take a few more minutes for the internet to return.
- Once the reset is complete, you can reconnect your LAN cables to the yellow ports on the back of the modem.
"Forget" the Network
If you are having problems with the WiFi signal, it can help if you “forget” your connection on each device and reconnect after the modem has completely reset. If your devices are using a VPN it is important to turn that service off before you reconnect to the WiFi signal.
Change Your WiFi Channel and Name
There are settings in the modem firmware which allow you to change the WiFi channel and name. This can help with interference from nearby modems. The online user manual with these instructions can be found here (German only).
VPN Support
We understand the appeal and usefulness of using a VPN program, VPN Router or VoiP device and do not discourage our customers from using them. Please understand that these programs have been known to slow down internet speeds significantly. CSA will always be willing to offer help and advice, but we cannot manage, maintain or alter any devices and/or programs added to your Vodaphone internet. We suggest contacting the company providing the VPN service directly for troubleshooting any VPN-related issues.
Government issue laptops come with a VPN encryption built in and have been known to crash the Vodafone modem. If you are using one of these laptops and your internet is dropping out as your modem restarts, there is no easy solution available as Vodafone does not allow us to change any of the meaningful settings within their modem. Until Vodafone address this issue with a firmware upgrade, we suggest restarting your modem once you have turned off your laptop.
Splitting Your WiFi Signal
Splitting your Vodafone WiFi can improve your signal. For a guide with screenshots on how to do this, please view this pdf. (Please note: a version for the Fritz!Box is forthcoming. This version is for the Arris Connect modem)
Your modem lights are all on, Internet is working but incredibly slow
Suspension of account
A common problem we see is the internet speed being slowed to a crawl by Vodafone due to non-payment. The payment for the Vodafone service is not the Quarterly Infrastructure Maintenance Fee paid to CSA. Check your account status online at https://www.vodafone.de/hilfe/stoerung.html (Click on “MeinVodafone” - Top Right) and with your bank. If you have not set up your online Vodafone account contact Suzie at [email protected] and she will be happy to help with this. If you believe your account is up-to-date, we will be happy to call Vodafone on your behalf.