Beantwoord

Connectbox constantly reboots can I have my old cissco modem back

  • 23 maart 2019
  • 14 reacties
  • 1158 keer bekeken

Firstly Sorry I only speak English. My connect box reboots frequently as an example just trying to write this post the box has rebooted 6 times so you can understand my frustration. I have lived in the same house for over 4 years and started with the old cisco type modem which worked without issue for over 3 years. I was encouraged to try the connectbox which turns out to be a rookie mistake on my part had I known how restrictive this box was I would never of handed my old Cisco Modem in. So for most part the connectbox has remained online with the odd reboot here and there. however over the past 2 months the frequency has gotten to the point that its unusable. So I contacted Ziggo firstly via chat they sent a Field Engineer to come check it out he basically said all my access points and splitters were old and dont work with connect box. Not sure how that is the case the connect box had worked pretty well until its most recent update anyway moving on. So the field engineer replaced all the splitters and access points. Off he went and the connect box was online for about an hour. Then the reboots were back not as frequent but back none the less. As the week went on the frequency increased. So this time I called VZ asked for the box to be replaced which after some we dont do that need to send another field engineer conversation they finally agreed to send a replacement box. So off we go again install done and the reboot frequency dropped maybe 1 or 2 a day hard to say as this this is so basic I cant see the logs that tells you that basic information. Seriously worst modem I have every used. But this was short lived the reboots are back and this time they are angry and more frequent than ever. So this morning after swearing at the connect box through an hour of reboots I decided I will do a factory reset pressing the reset button the back of the modem hoping and praying this would fix my problem. Also decided to leave everything factory default rather than change it. Sadly this did not fix my problem in fact made it worse I think I have hit a new record for connect box reboots in a single hour. So here I am on my knees begging to the community WTF is wrong with my connect box. Can I just get the old Cisco faithful modem back. Any help would be appreciated



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Best beantwoord door Anne B Ziggo 24 maart 2019, 09:42

Hi @pacmanbneNL , welcome to the Community! I see @Evert already did quite some thorough troubleshooting with you to get to the root cause of the issue. Props to you @Evert 💪🏼



I've had a look at the signal of the modem to see if i can add any valuable information. Moving the modem back to the AOP before the splitter did indeed improve the signal values a lot, but even with the signal values it had before, it should not reboot.



So i have a couple of questions:




  • Do the reboots also happen at night when the modem/internet is not (actively) used?
  • When checking your modem i saw there was quite a significant upload and download. Nothing wrong with that of couse, thats why you have an internet connection 🙂 But in the past we have observed that certain very heavy use can impact the modems performance. Especially when a lot of connections are made at the same time, like is sometimes the case with Torrents (depending on how the Torrent programs are set-up). I can't see what services you use of course, but if you use any programs like described above, could you test if the modem does indeed not reset when you don't use that. In the previous example of the Torrents for instance, we've observed it is resolved by limiting the upload/download limit to 90% of the max upload/download.

The second part is a bit speculation on my side, so i might be off the mark.
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14 Reacties

Reputatie 7
Badge +28
Hi,

I think the signal still isn't correct. The upstream is pretty high, although it's not out of bounds. @ArChie.DVB knows a lot about the logs, maybe he can explain what is happening.

Anyway, I think you'll need another engineer who will take a look in the network outside.

Regards,
Evert
Thanks for the info Evert hopefully @ArChie.DVB can shed some light on the issue
Reputatie 7
Badge +28
He got a notification, so he'll reply when he has time :)
But I will notify the Ziggo moderators too, so they will help you too tomorrow.

By the way, I think everything in house is correct, but since the downstream is a bit low and the upstream high, can you post a picture of the AOP? That's the place where Ziggo enters your house with the green cable. Your modem should be positioned there too 🙂
@Evert The AOP and the wall connection are attached

As I mentioned Earlier the VZ Field Engineer replaced the AOP and the Wall Point

Reputatie 7
Badge +28
Yeah I already thought there's no problem with the AOP but better safe than sorry ;)

Is the modem connected to one of the green cables (with a maximum length of 1 meter) or is the modem placed after the POA-01? (In your living room)
@Evert The Modem is placed after POA-01 and is the white cable coming out of it. The distance between AOP and POA-01 is about 10m I guess which is one of the green cables. I have tried plugging the modem directly into the AOP with a cable less than 1m but the reboots continued.. The modem so far today has been up around 11hrs when the reboots happen they are all clustered together 5 - 10 reboots one after another then will go for a period of time.. It is rare to get a full 24hrs uptime
Reputatie 7
Badge +28
Okay, can you put the modem back at the AOP before you to go sleep and then take screenshots of the up- and downstreams again together with the logs, all of them, tomorrow morning? And mention the uptime as well.

Maybe it's the modem itself, but we need to be sure. If it's the modem, then a new modem/swap will do the job.
I hope that the modem will take weekend tonight and won't restart again 😬 These amounts of reboots are ridiculous...
So @Evert I moved the modem back to the AOP before the splitter its connected to that short white cable you see in the picture of the AOP above. I have had almost 10hrs uptime which is almost the same as the original location. here are the screenshot and logs.

I do need to return the modem back to being connected to POA-01 as I need all my ethernet connected devices to work which are all located near that point and not the AOP


Reputatie 7
Hi @pacmanbneNL , welcome to the Community! I see @Evert already did quite some thorough troubleshooting with you to get to the root cause of the issue. Props to you @Evert 💪🏼

I've had a look at the signal of the modem to see if i can add any valuable information. Moving the modem back to the AOP before the splitter did indeed improve the signal values a lot, but even with the signal values it had before, it should not reboot.

So i have a couple of questions:

  • Do the reboots also happen at night when the modem/internet is not (actively) used?
  • When checking your modem i saw there was quite a significant upload and download. Nothing wrong with that of couse, thats why you have an internet connection 🙂 But in the past we have observed that certain very heavy use can impact the modems performance. Especially when a lot of connections are made at the same time, like is sometimes the case with Torrents (depending on how the Torrent programs are set-up). I can't see what services you use of course, but if you use any programs like described above, could you test if the modem does indeed not reset when you don't use that. In the previous example of the Torrents for instance, we've observed it is resolved by limiting the upload/download limit to 90% of the max upload/download.
The second part is a bit speculation on my side, so i might be off the mark.
@Anne B Ziggo Thanks for input its hard to say if the reboots happen in the middle of the night as I tend to be asleep however I have been up at 04:00 a few times in the past week and indeed the reboots happen then also. That being said and the fact my employer owns 50% of your employer I cant confirm nor deny the 2nd part of your analysis. I have made some threshold changes at my end to see if I can reduce the load on the modem.

I will report back if this has helped or not again Thanks also to @Evert for his support here especially when I am not speaking the local language I really do appreciate it
Reputatie 7
Badge +28
Under Admin > Info you can see the System uptime. If you check it in the morning, you don't need te set an alarm in the middle of the night 😉
Under Admin > Info you can see the System uptime. If you check it in the morning, you don't need te set an alarm in the middle of the night 😉
Thanks @Evert I did know how to get that info but always handy having it posted in case someone else is reading this and doesn't . Sadly I am up early so no alarm clock needed I think I need a firmware update for my internal body clock so I can sleep in
So @Evert @Anne B Ziggo looks like we may have found the root cause again not confirming or denying .. However setting a limit / threshold appears to stop the reboots this is the longest uptime I have had in a while will continue to monitor thanks again for the support

So @Evert @Anne B Ziggo looks like we may have found the root cause again not confirming or denying .. However setting a limit / threshold appears to stop the reboots this is the longest uptime I have had in a while will continue to monitor thanks again for the support

 

Hey @pacmanbneNL / All,

Our internet was installed by Ziggo using Connect Box approximately 1-1.5 months ago and I am afraid I am having the same issues as yourself.


EDIT: I realized that it’s better to post my problem in a new thread so posted it here:

https://community.ziggo.nl/internetverbinding-102/wifi-issues-with-ziggo-connect-box-losing-connection-50086

 

Also, is it not possible to delete a post I have just made? :)