Vraag

Mediabox connection drops out

  • 13 mei 2020
  • 27 reacties
  • 465 keer bekeken

HI. Sorry for English, I don’t speak much Dutch.

I have recently moved into a new house and set up Mediabox XL. The issue is that the connection keeps dropping throughout the day at random moments. It won’t reconnect, I need to manually do that for each device. Any suggestions on what could be causing this or how to troubleshoot it? Thanks


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27 Reacties

Reputatie 6

Hi @MagdaBis 

No problem, welcome here! I am sorry to hear that you keep on having issues with the connection. I saw you have contacted us about connection issues earlier this week and that is was not clear where the main connectionpoint is. Have you managed to get that clear now? And the issue with your connection, is it about wifi or wired internet?

Hi @Rikst Ziggo yes, the main connection was found, the cable was old and rusty but we fixed it. So we get internet and tv but as I said the internet connection drops multiple times in a day and we need to manually reconnect most of the time. Sometimes it automatically reconnects

 

Thanks

Magda

 

Reputatie 6

Good to hear that the cable is fixed! Now let us try to also solve the issues on the internetconnection. I need a bit more information. Do you use wifi or wired internet? Where is the mediabox installed and where is the main connectionpoint? What is the difference between them?

hi @Rikst Ziggo 

I am not too technical but will try to explain

  • we use wifi
  • main connection point is in a living room and looks like this
  •  

  • it’s connected into the meter cupboard where there are splitter than then go on to all the rooms in the house
  •  

  • mediabox is conntected to one of the sockts in the living room
  •  

Reputatie 6

Thank you @MagdaBis There are a lot of cox-cables, do you all use them? 

I understand you use the modem in the mediabox. In this current installation, it is a long route form the main point to the modem. That is not that good for the signal and can lead to problems in your connection. I would like to advice you a separate modem, that you can install really near to the main connection. Is it always open like at the picture? Without anything to protect the cable?

Hi @Rikst Ziggo The hole where the main cable is is normally behind a cover. I’ve opened it to take that picture :)

We don’t use all the cox-cables, only the one to which the mediabox is connected. Would disconnecting the others improve the signal?

Do you think modem in the meter cupboard would work or would it need to be next to the main connection? Does Ziggo offer such a modem and is it easy to set up up and connect to Mediabox?

 

Thanks for all the help so far!

Reputatie 7

@MagdaBis Thanks for your reply! Can you test the Mediabox directly on the first possible connection in your house? Disconnect all coaxial cables which you don't use at the moment. 
Than test if the problem still persists. 

Hi @Rikst Ziggo @Paul Ziggo We connected Mediabox NL directly to the main connection point and disconnected all unused cox cables. But the issue persists. Internet still drops multiple times in a day, sometimes every few minutes. It’s extremely frustrating. Please advise on what can be done. Thanks

 

Also, what happens a lot is that the device appears to be connected to the wifi network but we get message saying there is no internet. In that case the only thing that works is to turn off the wifi in the device and turn it back on. 

It seems like it’s getting worse by the hour. We had to restart Mediabox multiple times today as in many cases we were unable to connect devices to the network despite the network being visible (it would either not connect or message would say that internet may not be available). Reseting Mediabox fixes it but only for a short while as the connection starts dropping again.

 

Also the download speed is very low, only 72 Mbits/s. We are paying for 250. 

Hi @MagdaBis 
If you want we can send you a seperate modem. On the main connection you need to place a splitter. One cable is going to the modem and the other cable is going to the Mediabox XL. 

However, the speed of 250 Mbit/s is guaranteed by using an UTP-cable. You will achieve lower speeds via WiFi. The speed via WIFI will also be different by using the 2.4 Ghz or 5.0 Ghz frequency. In general you will achieve higher WIFI speeds by using the 5.0 Ghz frequency, because this frequency is less sensitive for interference. However, the 5.0 Ghz has a smaller range. 

Did you check the speed of 72 Mbit/s by wifi or UTP? 

HI @Cecilia Ziggo I am not sure how is modem going to help? Can you explain?

The connection drops all the time with MediaBox, even when it is connected to the main connection point. So it seems that either MediaBox is faulty or there is something wrong with connection point. 

Hi @MagdaBis 
 

I understand you use the modem in the mediabox. In this current installation, it is a long route form the main point to the modem. That is not that good for the signal and can lead to problems in your connection. I would like to advice you a separate modem, that you can install really near to the main connection. 

When your main connection is in the maintenance closet, we recommend to use a seperate modem which is connected in the maintenace closet. Like Rikst mentioned earlier. In the current installation it's a long route from the main connection to your modem (mediabox XL). So there will always be a little dB signal loss. From my own experiences I also prefer a seperate modem. However, keep in mind that you don't achieve speeds via wifi of 250 Mbit/s. This speed is only guaranteed by UTP. 

Hi @Cecilia Ziggo We did what Rikst said and connected MediaBox to main connection point. It is not in the maintenance closet. It is in the living room, in the open space. And this has not improved performance in any way. I am 3m away from it and the connection drops. Which is why I wonder if this could be something to do with the MediaBox itself or the connection cable. Could this be the case?

Are you saying that modem will have stronger signal than Media Box? If that is the case, are you able to send one to us? Is there any cost for us?

 

 

Hi @MagdaBis 
In one of your earlier messages you send other pictures and one of the pictures shows an amplifier and splitter. You mentioned: 'it’s connected into the meter cupboard where there are splitter than then go on to all the rooms in the house'’. If this is the case, then the main connection is in the meter cupboard and is from there a cable pulled to the living room. Can you please double-check this? And please check also which port of the amplifier is been used for the cable to the livingroom. 

Hi @Cecilia Ziggo Yes that was the original setup. But as Rikst explain this could have been causing issues, so we changed the set up to what he suggested to see if it makes a difference: we connected MediaBox directly to the main connection and we disconnected all unused splitters. I also restarted MediaBox a number of times. After each restart it seems to perform better for a bit (for up to half a day) and the connection doesn’t drop, but then it all goes back to dropping out. 

I understand. However we need to find the best way to connect it. In your situation the main connection is in the maintenance closet, not in the livingroom. When this is the case we recommend to use a seperate modem. I can send you this for free. Like I mentioned before I prefer a seperate modem when the original main connection is in the maintenance closet and it's concerning the wifi-connection. With a seperate modem you connect the modem in the maintenance closet and you only use the Mediabox XL for watching TV. 

@Cecilia Ziggo ok, let’s try this. can you send the modem ASAP? Hopefully this will solve the problem. Thanks

Yes, ofcourse I can @MagdaBis. You will receive the seperate modem within 3 working days by Post NL. Keep us updated!

Hi @Cecilia Ziggo We got the modem today (thanks for sending it so fast), but now that we try to install it, it seems like there is no hoofdaansluiting in the house!!!! Is that even possible? 

Let me explain the setup and maybe this will help to figure out where it is or whether it’s not there at all indeed.

  • in the meter cupboard we have FRA-752N amplifier. There is no hoofdaansluiting in the cupboard (we checked many times).
  • The cable connected to the input of the amplifier goes into the ceiling and then over the ceiling through part of the living room all the way to wall where it is connected to a cable that comes from the street. That connection is in the living room, about 4-5 meters from the meter cupboard. It looks like this:
  •  

Do you think we are missing something? 

Hi @MagdaBis, goodmorning. 

In the meter cupboard there is an amplifier. According to that, the main connection needs to be there, because the cable from the main connection itself is connected to the amplifier (incoming port). From the amplifier (outcoming port) is the cable for watching TV pulled into the ceiling to the livingroom. Can you please check which cable is connected to the incoming port of the amplifier. If you have any doubts, please send pictures from the total situation in the meter cupboard.

 

Hi @Cecilia Ziggo So we checked again and I am pretty certain the input cable connects directly to the cable that comes from the street. This is our meter cupboard and as you can see there is no main connection there. 

 

@Cecilia Ziggo  and one more piece of information - somehow internet ALWAYS works on tv. no issues watching netflix, youtube etc on TV. But laptops, phones and tablets constantly disconnect. 

@Cecilia Ziggo are you able to call me to discuss it further? Doing this via forum is taking way too long and if I call customer service it will be hard to explain the whole situation. 

Reputatie 2

@Cecilia Ziggo  and one more piece of information - somehow internet ALWAYS works on tv. no issues watching netflix, youtube etc on TV. But laptops, phones and tablets constantly disconnect. 


This sounds as if your WiFi drops, and the devices do not reconnect?
I.e. no issue with the internet connection itself?