Beantwoord

Internet slow (possibly bad splitter)

  • 28 maart 2020
  • 15 reacties
  • 238 keer bekeken

Reputatie 1
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Hello,

I have a 500 mbps plan, and since the past few days, I’m only getting about 180mbps. The upstream power values seemed high to me (44dBmv). I tried connecting the modem directly to the main box, instead of to the splitter, and now speed seems to be okay, and upstream power values are 39dBmv. Is it just the splitter then? And if so, can a new one be sent please?

Thanks

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Best beantwoord door kalpik 1 april 2020, 15:33

Hello all!

Just wanted to update you guys quickly. The new modem arrived today, and it seems to have solved my problems of speed as well as stability :)

Thanks once again to all who chipped in here. I hope you guys have a great day, and I wish you health in these strange times.

Thanks!

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15 Reacties

Reputatie 1
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Okay, seems speed is back to around 200mbps, even when the power value is 39dBmv. Also, in modem status, I see “Partial Service (US only)”. What can this be?

Thanks

Reputatie 1
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Reputatie 6
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Hi kalpik, how did you perform the speed tests? Be sure to connect your PC directly to the router using a wired connection (UTP).

I have taken a look at the downstream and upstream data, all of the signal levels and noise margins are fine and within spec for DOCSIS 3.0.

On the contrary, I do see T4 timeouts on some of the upstream channels. These, combined with the “partial service” error on the modem status page, could indicate that the modem is (sporadically) having trouble staying connected to the cable network. In particular, T4 timeouts may cause the modem to reset its cable interface, which would result in a temporary loss of internet connectivity.

Please post a screenshot of the “network log” tab and a picture of your AOP (“Abonnee Overname Punt” = Demarc), splitter, cables and connectors.

Reputatie 1
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Hello @tobiastheebe! Thanks for your reply. Yes, I am checking speed via a wired connection only. Here is the screenshot of my network tab and the photos of my AOP and splitter. Keep in mind that for now, I have connected the modem directly to the AOP, and not via the splitter. The splitter seems to make the upstream dBmv go up a few digits, and I wanted to make sure the splitter was not the problem. So the “Lost MDD” status messages in the modem are due to me playing around with the splitter :)

The behavior I notice is that when I restart my modem, it does negotiate to 500mbps, and I get that speed via cable, and via wifi, but in a few minutes, there is an Internet drop for a few seconds, and then apparently the modem re-negotiates to around 180mbps, and I also intermittently get the “Partial Service (US only)” error on modem status page. If I restart the modem, it repeats. 500mbps for a couple of minutes → Internet drop → 180mbps.

 

Time Priority Description
29-03-2020 08:49:13 notice GUI Login Status - Login Sucess from LAN interface; client ip=[31.151.49.166];CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
29-03-2020 08:48:59 notice GUI Token verify failed; client ip=[31.151.49.166];CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
29-03-2020 07:46:13 notice MDD Recovery following MDD Loss;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
29-03-2020 07:46:08 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
29-03-2020 07:45:11 warning Lost MDD Timeout;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
29-03-2020 07:45:04 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
29-03-2020 06:38:09 notice GUI Login Status - Login Sucess from LAN interface; client ip=[31.151.49.166];CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
29-03-2020 05:31:15 critical No Ranging Response received - T3 time-out;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
28-03-2020 21:41:50 notice GUI Login Status - Login Sucess from LAN interface; client ip=[31.151.49.166];CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
28-03-2020 18:11:27 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
28-03-2020 18:10:57 warning TCS Partial Service;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
28-03-2020 18:10:57 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
28-03-2020 17:58:47 notice GUI Login Status - Login Sucess from LAN interface; client ip=[31.151.49.166];CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
28-03-2020 17:58:22 notice REGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
28-03-2020 17:58:15 notice TLV-11 - unrecognized OID;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
28-03-2020 17:58:09 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
01-01-1970 00:01:20 notice Cable Modem Reboot - due to power reset;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
28-03-2020 17:54:57 notice MDD Recovery following MDD Loss;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
28-03-2020 17:54:43 warning Lost MDD Timeout;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;
28-03-2020 17:54:36 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=dc:53:7c:b5:9b:e4;CMTS-MAC=00:eb:d5:ed:87:95;CM-QOS=1.1;CM-VER=3.0;

 

 

Reputatie 1
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It seems the speed drop happens right after the T4 error.

Reputatie 6
Badge +7

If you are only using the cable connection for internet, you can leave out the splitter and the connect the modem directly to the AOP/demarc (the UPC box).

The splitter attenuates the overall signal and the modem has to compensate for this by transmitting at higher upstream power levels. Furthermore, leaving splitter connectors unused/open makes your setup vulnerable to interference (particularly 4G at ~800 MHz).

Could you post the downstream/upstream data when the splitter is not in use and test the stability of the internet connection?

Reputatie 1
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Hello @tobiastheebe, thanks again for your reply. As I said earlier, I've already removed the splitter and connected the modem directly to the AOP. The problem remains, even without the splitter. The stats I posted before are without the splitter. Also, I see loads of pre RS errors and quite a few post RS errors as well.

In the mean time, I contacted ziggo, and they're sending me a new modem. But do you think it could be something else? 

 

Hi @kalpik ,

It could be a faulty modem, however i would first try another kabel which offers up-to-date 4G shielding,the kabel that is currently connected does not offer up-to-date 4G shielding and could explain the extreme range in the down power dBmV.

In my experience the best kabels are Hirschmann KOKA/ECA9TS with QFC5 or Technetix 1.5m F-Connector 4G kabel (Ziggo).

If this does not change the situation, the AOP would need to be replaced and incoming signal needs to be checked.

Greetings,

Reputatie 6
Badge +7

If connecting the modem directly to the demarc does not resolve the problem, the source of the problem is possibly located somewhere outside your house, likely between the street amplifier and the AOP/demarc. Ziggo should be able to determine if your line is the only one affected on the amplifier/CMTS.

The RS error counts appear high, but these are actually quite normal. My Connect Box reports pre-RS and post-RS error counts of around 100000000000 and 3000, respectively, after 40 days uptime. It logs one T3 error approximatelyevery 2 days. Generally speaking, T3, T4 and RS errors are a recurring theme with the Connect Box modems in general. The pre-RS error count is actually bugged (it displays the total package count, not the packages with errors count).

Please let us know if the new modem resolves the issue. If it does not, contact Ziggo again and request an engineer appointment.

Reputatie 1
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Hi @kalpik ,

It could be a faulty modem, however i would first try another kabel which offers up-to-date 4G shielding,the kabel that is currently connected does not offer up-to-date 4G shielding and could explain the extreme range in the down power dBmV.

In my experience the best kabels are Hirschmann KOKA/ECA9TS with QFC5 or Technetix 1.5m F-Connector 4G kabel (Ziggo).

If this does not change the situation, the AOP would need to be replaced and incoming signal needs to be checked.

Greetings,

Thanks for your reply! Which cable are you talking about from my pictures? The one with the steel connector, or the one with the white plastic connector? I will look at this next if the new modem doesn’t solve the issue. Also, do you know if Ziggo can run cable throughout my house (of course at some charge)? Asking as I anyway planning to run some cables, and I would rather pay someone to do it, than do it myself :)

Reputatie 1
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If connecting the modem directly to the demarc does not resolve the problem, the source of the problem is possibly located somewhere outside your house, likely between the street amplifier and the AOP/demarc. Ziggo should be able to determine if your line is the only one affected on the amplifier/CMTS.

The RS error counts appear high, but these are actually quite normal. My Connect Box reports pre-RS and post-RS error counts of around 100000000000 and 3000, respectively, after 40 days uptime. It logs one T3 error approximatelyevery 2 days. Generally speaking, T3, T4 and RS errors are a recurring theme with the Connect Box modems in general. The pre-RS error count is actually bugged (it displays the total package count, not the packages with errors count).

Please let us know if the new modem resolves the issue. If it does not, contact Ziggo again and request an engineer appointment.

Thanks! I will then see how the new modem goes, and if it doesn’t fix the issue, then we will see how to take this further. Thanks for your time :)

Dear @kalpik,

I was referring to the cable with the white plastic turn cap (AOP<-->Modem), however if you would like to use the other cable, atleast the twist on f-connector needs to be replaced by one that also offers 4G shielding.

If the other kabel is a good quality KOKA799 kabel it doesn't necessarily needs to be replaced.

Ziggo does not run cable's inside walls or drill holes for cables, however they do offer a extra services; help running cables through several locations, offer limited tech support to connect other devices and improve wifi, they charge €15 per 15 min with initial cost of €40 for the first 30 min.

However currently because of Covid-19 extra services offered by the engineers are limited, they will basically only visit clients when the connection is completely unstable or not working at all.

Greetings

Reputatie 1
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Dear @kalpik,

I was referring to the cable with the white plastic turn cap (AOP<-->Modem), however if you would like to use the other cable, atleast the twist on f-connector needs to be replaced by one that also offers 4G shielding.

If the other kabel is a good quality KOKA799 kabel it doesn't necessarily needs to be replaced.

Ziggo does not run cable's inside walls or drill holes for cables, however they do offer a extra services; help running cables through several locations, offer limited tech support to connect other devices and improve wifi, they charge €15 per 15 min with initial cost of €40 for the first 30 min.

However currently because of Covid-19 extra services offered by the engineers are limited, they will basically only visit clients when the connection is completely unstable or not working at all.

Greetings

Yes, that is understandable with the situation with COVID-19. I will see how it goes with the new modem. Meanwhile, I’ve ordered new compression connectors and tool, and will replace all the connectors, maybe that helps as well.

I’ve had this connection for around 4 years now, and it was all smooth sailing until around a week ago :(

Reputatie 1
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Hello all!

Just wanted to update you guys quickly. The new modem arrived today, and it seems to have solved my problems of speed as well as stability :)

Thanks once again to all who chipped in here. I hope you guys have a great day, and I wish you health in these strange times.

Thanks!

Reputatie 6
Badge +7

I’m glad that the problem could be rectified easily.

Thanks for the kind words, I’m doing just fine. These times sure are strange, but fast and stable internet connections will help to keep us connected!