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I have been a very happy Ziggo user for more than a year at my current location. No problems whatsoever. After about mid September, my internet started dropping out at least once every day during working hours. This is mildly inconvenient at best and at worst it has caused me dropping connection during presentations I was holding while working from home.
We checked and saw that there was a storing reported on the Ziggo Storing page. After the supposed fixed date, October 12, nothing really changed. The connection was equally dropping and the only difference is that Ziggo no longer registered it as a storing for my address.
I reached out to Ziggo help on Facebook chat, but those people aren’t really too well equipped to debug and fix these kind of problems I guess. So, I went into debugging myself (I know my way around networks and computers in general) and I saw lots of errors in my network log on the Ziggo modem. I’m getting ‘No Ranging Response received - T3 time-out’ and ‘SYNC Timing Synchronization failure - Loss of Sync’ errors many times a day.
I saw that there is some really nice expert help on these boards, so I’m hoping I can get some of it too 🙂
Today (02/11/2020) my connection has been horrendously bad, I’ve lost connection more times than I can count, once every 10-15 minutes.
Here are my measurements:
Downstream:
Upstream:
Configuration:
I also have a photo of my Ziggo inbound connection into my appartment:
I don’t want to presume too much, but I don’t think the problem is in the apartment wiring and connections. When we moved to this apartment, we got a Ziggo technician to come and help me set everything up, as there were some unknowns and questions regarding the cabling around the house. But, with his help, we’ve solved that all, connected everything in the right places and everything was exactly same for over a year without any problems. Ever since that problem (that Ziggo registered themselves, I even have screenshots of Ziggo Storing page with dates), I’ve been having quite a bit of problems with dropped connections.
I’d really like to get those sorted and to continue having a worry free internet experience from Ziggo, like I was used to 🙂
@spavuna Thanks for your reply! I've planned an appointment with an engineer on 23 November 2020 between 12:00 and 18:00. I also added 50 GB free data to your Vodafone Mobile Sim so you can use your mobile phone as a Wifi hotspot until the engineer has resolved the problem.Please let us know what your findings are after the visit from the engineer.
Can you visualize where the cable in the main connection goes?
Can you also take a picture where the modem is located?
Main connection from the cupboard goes to my living room wall socket. There, there's a splitter for router and TV box. All of that (and more) is behind my TV cupboard.
Goed dat ik dit nu hier ook voorbij zie komen. ik heb de laatste 2 weken bijna dagelijks breakups op mijn modem. heb het duurste pakket €120,= na veel problemen jaren geelden. was het de laatste tijd redelijk tot goed. maar vaak geen verbinding.. vandaag natuurlijk weer zo ver… ik bellen dan krijg ik een …… die zich niet kan verplaatsen in mijn case en alleen maar hapert over dat bij jullie niets fout is.. maar heb wel een model wat geen connectie heeft…
ik zie in de logs diverse dingen kan iemand zeggen als ze daar iets uit kunnen halen.
want aan de telefoon snappen ze het niet. maar ben ondertussen wel vaak offline en ben zelf rolstoelafhankelijk en heb veel op domotica en dan dus niets..
heb ook een witte connector sinds 1,5-2 jaar met ook een next. box
Since last night (3/11) I see also ‘No range response received’ messages causing the Internet connection to be unavailable. The customer service page does not show any failures in my area.
I'm sorry to read that there are problems with the internet connection.
Thanks for sharing photo's and signal measurements.
We have checked the signal in our network and the signal on your modem. This is the downstream:
The signal of your modem is the purple line. That is the lowest one. You can see there is something in the network the last days. We see a change in the network, but almost every signal line is in the '’white'’ area. That is good. We don't see a general problem because of this.
Your signal line is in the red/ yellow are. That is a problem. To solve this problem we will start with the signal to your modem. I will send you a splitter and cable for free because of this. Please let me know when you have received it. Than we can check the signal again 🙂
Goed dat ik dit nu hier ook voorbij zie komen. ik heb de laatste 2 weken bijna dagelijks breakups op mijn modem. heb het duurste pakket €120,= na veel problemen jaren geelden. was het de laatste tijd redelijk tot goed. maar vaak geen verbinding.. vandaag natuurlijk weer zo ver… ik bellen dan krijg ik een …… die zich niet kan verplaatsen in mijn case en alleen maar hapert over dat bij jullie niets fout is.. maar heb wel een model wat geen connectie heeft…
ik zie in de logs diverse dingen kan iemand zeggen als ze daar iets uit kunnen halen.
want aan de telefoon snappen ze het niet. maar ben ondertussen wel vaak offline en ben zelf rolstoelafhankelijk en heb veel op domotica en dan dus niets..
heb ook een witte connector sinds 1,5-2 jaar met ook een next. box
Finally I had the chance to test out the router directly in the cupboard connection. Here is the measurements with the router directly at the entry point of the apartment, using the newly received coax cable from Ziggo:
I’ve then connected the router using the same cable to the wall outlet in my living room and got the following measurements:
Today I had again lots of disconnects during the day and I had several presentations I was giving online at work. My connection was quite problematic and my connection dropped 3-4 times.
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