Digi Kft / One Internet Problems - A Nationwide Issue?

The Complete Collapse of Service and the Anatomy of Responsibility Avoidance

On March 4, 2025, significant internet connectivity problems began with the Digi Kft / One service in Building A at 23-25 Haller Street. The problem was extremely disruptive and persistent: websites would not load, file downloads were interrupted, and there was general network instability.

The service became practically unusable, while the provider continuously tried to shift responsibility to external factors and other service providers. This case perfectly illustrates how a service provider can deny obvious systemic problems to an extreme degree, even when an entire building is affected (original situation, but it was later discovered to be a nationwide problem).

Extreme Cases of Service Provider Denial of Responsibility

Digi Kft / One consistently refused to accept responsibility and blamed external service providers. According to their argument, the problem was not on their end but with globally recognized services such as:

• Microsoft (Teams, OneDrive, etc.)
• Google (search, Gmail, Drive)
• GoDaddy and other hosting providers
• Mobile.de and other international sites
• Hungarian bank websites (OTP, Gránit Bank)

When I requested a mobile internet router as a temporary solution, One customer service informed me that "this is not available for Digi customers" and transferred me to the sales department, who offered a monthly fee-based solution with a loyalty period. This attitude clearly illustrates the provider's approach to customer problems: generating additional revenue instead of resolving the issue.

Regarding the nature of the problem, the internet connection was extremely unstable, manifesting in the following specific symptoms:

• Browsers continuously showing "Page Cannot Be Displayed" and "Timeout" errors
• File downloads became impossible, with every attempt being interrupted
• Clicking on Google search results failed to load pages
• FTP file transfers became unusable with constant TimeOut errors
• Teams calls were choppy with words disappearing from conversations

The Troubleshooting Process and Provider Responses

I officially reported the issue to Digi Kft / One customer service on March 6, 2025. I immediately encountered the provider's outdated protocol: they would only accept error reports from devices with physical network (UTP) ports. This is extremely problematic for modern devices, as most MacBooks and new Windows laptops no longer contain traditional network connectors, only USB-C/Thunderbolt ports.

After filing the report, an extremely frustrating communication began. Digi Kft / One sent the same template response each time, requesting traceroute testing, despite my continuous indication that this was not an ICMP-based problem. The provider's experts did arrive on site, but had great difficulty acknowledging that the problem was on their end (they escalated it further). This was particularly difficult given that:

• Everything works on the same device through mobile internet
• Everything works on the One Lurdy Customer Service office WiFi
• The same problem occurs on multiple different devices
• The same services work flawlessly on McDonald's public WiFi

I was particularly outraged when I made several reasonable suggestions to identify the problem:

1. Testing directly at the router or main switch
2. Testing in a neighboring building
3. Testing with another username and password

Not a single suggestion was accepted. Additionally, on April 3, 2025, when I inquired about the SLA (Service Level Agreement) and the cancellation of the March invoice, I received another template traceroute testing request instead of an answer.

From Individual Issue to Nationwide Problem: The True Nature of the Issue

Initially, we thought it was an isolated problem stemming from faulty equipment in our apartment building. To investigate this, we tested the service at multiple residents' apartments and were able to reproduce the same problems in every case. Although at first this appeared to be a building-level issue, later expert investigations led to a shocking result.

During the expert testing on April 23-24, 2025, it was revealed that this was actually a much more widespread, likely nationwide problem affecting all Digi Kft wired internet subscribers. It's important to note that although Digi Kft and Vodafone merged to form One, the service infrastructure remained different. This error is not observed on the old Vodafone network - as evidenced by the fact that the problem did not occur on the wired internet at the One customer service office, or on Vodafone and Telekom mobile internet.

During testing, it was clearly demonstrable that the error exists exclusively when using IPv4 protocol, and does not occur with IPv6 (I had initially said in the first 1-2 weeks that this was not an ICMP-level issue - yet everyone kept requesting traceroute logs). The problem specifically occurs at the international uplink connection from the Digi Kft center to the world (likely Western Europe), and is particularly apparent when opening or downloading multiple small files simultaneously.

It's a particularly interesting coincidence that just as I, Csaba Stefan Bakó, discovered a nationwide Telekom problem in 2023 (Telematrix service + Apple eSIM / Multi SIM and Roaming), now it appears that I have again identified a nationwide issue from the user side that affects all Digi Kft customers. The investigation of what initially seemed like a simple, then building-level problem led to the discovery of a much more significant, systemic issue.

The Path to Resolution: NMHH Involvement and Expert Diagnostics

It was extremely frustrating that the service provider did not take the reports seriously for 7 weeks, and even simply closed the trouble tickets instead of indicating that the investigation of the problem might take 1-2-3 weeks. The main issue was not that they couldn't solve the problem immediately, but that they didn't acknowledge its existence and didn't communicate properly about the status of the investigation.

Finally, on April 23, 2025, nearly two months after the problem began, a higher-level technical expert contacted me and conducted a thorough 2.5-hour joint testing session. During this process, it was discovered that the problem I reported was actually a broader technical issue occurring between Digi Kft routers and international connections, potentially affecting Digi Kft landline internet users nationwide since March 4, 2025.

We were able to reproduce the error multiple times, especially with connections to foreign servers. This diagnostic finally confirmed what I had been claiming from the beginning: the problem was in the provider's network, not in external websites or my equipment. Only after the involvement of the NMHH and the complete service outage did they finally start taking the problem seriously and send an expert who was truly capable of identifying the source of the error.