Beantwoord

Packet loss and internet dropping

  • 7 april 2020
  • 52 reacties
  • 872 keer bekeken

Reputatie 1

The internet has been terrible this past week. Constantly fluctuating packet loss between 15-30% and internet dropping on both Wifi devices and ethernet cables, every 15 minutes or so. Please help urgently, I am working from home so this is a major issue.

Will post the necessary screenshots, thank you.

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Best beantwoord door Serkan Ziggo 11 april 2020, 09:53

@DustinJHunt 

We received more complaints about internet outage in your neighborhood. Our technicians are trying to fix the problems as soon as they can.

You can follow the outage at www.ziggo.nl/storing 

 

@peetjo 

Volgens mij kunnen wij gewoon Nederlands met elkaar spreken :wink: .

Ook bij jou staat er een netwerkstoring open (al sinds 8 april) en we moeten deze storing dan ook afwachten.

In jouw wijk is er een capaciteitsprobleem ontdekt waardoor je verbinding enorm slecht functioneert. Het is ook niet ‘normaal’ dat de capaciteit in de wijk voor langere tijd voor 90% in gebruik is.  De downloadcapaciteit in redelijk voldoende, maar de upload capaciteit is overmatig in gebruik bij iemand. Ik zie één klant die in de afgelopen 7 dagen voor meer dan 1.5TB heeft geupload. Onze hoogte uploadsnelheid is 50Mbit. Dat betekent dat je 6.25MB per seconde kunt uploaden. Dit is 375Mbit in 1 minuut en 22.5GB in 1 uur, en 540GB in 24 uur. Ik heb het over 1.5TB en dat betekent dat er iemand +/- 3 volle dagen continue aan het uploaden is. 

Omdat het inmiddels bekend is kan ik nu niets voor je doen en moeten we wachten op een oplossing. De techici zijn er van op de hoogte. Ik weet niet of ze de persoon in kwestie gaan aanspreken op zijn verbruik vanwege de ‘Fair Use Policy’ of dat ze het netwerk gaan uitbreiden/splitsen. De verwachte oplostijd lijkt 15-4 te zijn. 

Bekijk origineel

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52 Reacties

Hi @DustinJHunt, welcome to the Ziggo Community!

Very frustrating the internet is so unreliable this week :frowning2: The signal to your modem seems to keep dropping significantly. Especially since this week. Are you able to provide a photo of where the first Ziggo outlet is and where the modem is connected to?

Reputatie 1

Hi @Alex Ziggo,

 

Thank you so much for your time. Super frustrating but hopefully it can be fixed ASAP!

 

I believe this is what you’re looking for. It shouldn’t be an issue because the internet seemed to be working perfectly for a couple weeks leading up to this last one. It seems odd that internal cabling could be the issue?

 

Completely understandable, but something seemed to have happen in the signal somewhere. It could still be outside :-) You have another coaxial cable attached to the splitter. Does it go to your TV/Mediabox? Do you experience any difference there as well since this week or working as usual?

Reputatie 1

Yes, the other cable does go to a TV but currently has no subscription. The Smart TV is used for Netflix & Youtube, so relies on wifi to watch and it has been down every 15 or so along with all other devices. 

 

Is there any way for you to check on your side if there is a problem in the line/connection coming into the house? Or any other solution from your end? :)

Reputatie 1

Still terrible internet, unable to work this morning or use any devices on the WiFi as connection drops for 5 or so minutes every 15 minute window..

Reputatie 7

If you don't use the TV signal, you could try plugging the modem directly to the first connection point so without the splitter(devider) on the 2th picture. Im curious how the internet connection is when you do this :-). 

Reputatie 1

Unplugged the TV signal and routed the modem directly into the connection point. Connection was good for 5 - 10 minutes and then dropped again. After the brief analysis, there seemed to be less packet loss before the internet dropped but ultimately, the problem persists and the connection is lost every 10 - 15 minutes :’(

Reputatie 1

Update:

 

Constant 2 - 30 % packet loss fluctuating. Still no progress, and in to week 2. Seems like everyone on here is having issues, possibly a capacity problem as someone addressed in another forum post?. If this is the case, could I have clarity or an ETA? If my case is unique to my area, could a technician please assist?

Reputatie 1

This is a cry for help before the weekend. Please could someone tell me what is going on.

Now that you have connected the modem differently, can you place the screenshots here again?

Reputatie 1

Now that you have connected the modem differently, can you place the screenshots here again?

 

Here are the new screenshots.

Reputatie 1

I see things have no changed for the worse it seems.

Badge

Hey i would like to adress this aswell i have the same issue, internet not working from morning untill around like midnight then it tends to get better. it seems like something with capacity but this is not normal

@DustinJHunt Your upstream is to low.

Normal Upstream +35 dBmV to +49 dBmV.

This is something for Ziggo to act.

@peetjo 

Can you place your downstream and upstream values from your modem with a screenshot and the latest date from the networklog?

Where can I find the up and downstream values of my modem?
https://community.ziggo.nl/deel-je-tip-91/waar-vind-ik-de-up-en-downstreamwaardes-van-mijn-modem-29212  

Can you place a photo here of the first place where Ziggo enters your house with any splitters and amplifiers in the photo?

Badge

@Be rt  i can do that later if really needed but its not going to do anything since ive read multiple posts like this and everytime it was not on the person his or her end. i think its an issue that is affecting allot of people right now. I also got a new modem last week and it did not solve anything ive been over this multiple times with ziggo but it always ends with a mechanic that needs to come over, but since corona virus that is not possible. The last chat i had with ziggo they told me it was a capacity problem and a mechanic needs to go to the box in the area. so all i can do is wait. but now i see that allot more people have the same problem im starting to think that its something else or bigger. here are things you askefd for

i also pinged google from my modem and again packetloss

 

Reputatie 1

@DustinJHunt Your upstream is to low.

Normal Upstream +35 dBmV to +49 dBmV.

This is something for Ziggo to act.

Thank you! Could you possibly @ someone that could be of direct assistance? This has become a matter of serious urgency.

 

Thanks in advance!

@peetjo wrote: “i can do that later if really needed but its not going to do anything since ive read multiple posts like this and everytime it was not on the person his or her end.”

Then you have not read much on this forum.
There are a number of instances where a solution has come after seeing the first place Ziggo enters your home.
For example, a white cap on a splitter that is removed, a new contemporary spitter and cables, a different way of connecting instead of an amplifier on a splitter etc. etc. etc.

Give it a try, but if you want it your way, good luck to you.

Badge

@Be rt  you are right im sorry im just really frustrated. ive tried almost everything. i just have the feeling its not something i can do anything about since multiple people experiencing the excat same issues, And when it is night time it works perfectly fine. Thank you for the replies

Reputatie 1

@Be rt Please could you tag the neccessary people. Will much appreciate it.

@DustinJHunt 

This is a customer help customer forum where Ziggo moderators come by almost every working day in every topic and in this topic tomorrow.

Make sure your zip code and house number are entered, click here, in your Ziggo community profile, these are not publicly visible, then the correct data can be found immediately.

You can contact Ziggo through the chat if you want to make faster contact.
The chat box (to be used 24 hours a day / 365 days a year) is automatic placed at the bottom right of the page below, only if someone is available, sometimes wait a while.

https://www.ziggo.nl/klantenservice/contact

Reputatie 7

@DustinJHunt 

We received more complaints about internet outage in your neighborhood. Our technicians are trying to fix the problems as soon as they can.

You can follow the outage at www.ziggo.nl/storing 

 

@peetjo 

Volgens mij kunnen wij gewoon Nederlands met elkaar spreken :wink: .

Ook bij jou staat er een netwerkstoring open (al sinds 8 april) en we moeten deze storing dan ook afwachten.

In jouw wijk is er een capaciteitsprobleem ontdekt waardoor je verbinding enorm slecht functioneert. Het is ook niet ‘normaal’ dat de capaciteit in de wijk voor langere tijd voor 90% in gebruik is.  De downloadcapaciteit in redelijk voldoende, maar de upload capaciteit is overmatig in gebruik bij iemand. Ik zie één klant die in de afgelopen 7 dagen voor meer dan 1.5TB heeft geupload. Onze hoogte uploadsnelheid is 50Mbit. Dat betekent dat je 6.25MB per seconde kunt uploaden. Dit is 375Mbit in 1 minuut en 22.5GB in 1 uur, en 540GB in 24 uur. Ik heb het over 1.5TB en dat betekent dat er iemand +/- 3 volle dagen continue aan het uploaden is. 

Omdat het inmiddels bekend is kan ik nu niets voor je doen en moeten we wachten op een oplossing. De techici zijn er van op de hoogte. Ik weet niet of ze de persoon in kwestie gaan aanspreken op zijn verbruik vanwege de ‘Fair Use Policy’ of dat ze het netwerk gaan uitbreiden/splitsen. De verwachte oplostijd lijkt 15-4 te zijn. 

Reputatie 1

@DustinJHunt

We received more complaints about internet outage in your neighborhood. Our technicians are trying to fix the problems as soon as they can.

You can follow the outage at www.ziggo.nl/storing 

 

Thank you @Serkan Ziggo. It has once again been updated at www.ziggo.nl/storing as a fault for the second week in a row now. Previously, the ticket was updated to resolved and nothing was done, so will wait a few more days and keep you updated.

 

Appreciate your time.

Reputatie 1

My internet has not been resolved, therefore there is no answer yet. I do not want this thread closed. 

@DustinJHunt Dit topic wordt niet gesloten, Serkan heeft de laatste informatie gegeven en dit in het eerste bericht geplaatst:

@DustinJHunt

We received more complaints about internet outage in your neighborhood. Our technicians are trying to fix the problems as soon as they can.

You can follow the outage at www.ziggo.nl/storing