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

Dit topic is gesloten. Staat je antwoord hier niet bij, stel dan je vraag in een nieuw topic.

52 Reacties

Reputatie 7

Hey @DustinJHunt . Im afraid there is nothing more that i can say. The updates are given on www.ziggo.nl/storing. And the current status is that the outage will be fixed the 28th at 18:00. 
I understand there is not much faith in it, because the date has been changed a lot of times now. 

I've already sent out multiple e-mails to ask for more information on what is the matter on your adress. For now the awnser is nothing more than silence 😞

 

Reputatie 1

No update? No feedback? Nothing. 

Reputatie 1

This is silly.

Reputatie 1

Still broken. Very frustrated right now. 

Reputatie 1

This is turning into an absolute mockery. I’m deeply disappointed in the procedure and practices that have been put in place to solve this issue. How on earth do you provide a service that isn’t even operational during the most critical period in recent times for internet to be a necessity?

I am tired of being redirected to https://www.ziggo.nl/klantenservice/storingen to see an issue in my area, for it to be extended multiple days, then “solved”. Then come back onto the forums to be redirected into this whirlpool of wasted-time and unsatisfied customers left with no answers?

Reputatie 1

So noone can tell me what is causing this “outage”. I still have not got ONE answer for the situation going on?

 

3 weeks is ridiculous without internet.

Reputatie 7

I see why you would want that. But any appointments on an address with an outage, will be cancelled immediately. So that wont work.  The outage probably is the reason you’re having this problem, so this needs to be solved first. 

Reputatie 1

Appreciate the help @Lycke Ziggo. Could I make an appointment with the technician for next week regardless? Because the issue has been “solved“ on ziggo.nl/storingen three times now. This has been an ongoing issue for 3 weeks and  feel a technician is necessary so it doesn’t drag out the same process of active issue —- solved issue —- still an issue. 

Reputatie 7

Allright. Then i guess theres nothing else to it than making an appointment with a technician. Im sorry that we couldn't do this earlier, but because of the outlet in your region we couldnt (the appointment would be canceled immediately in that case). 


Oh no :-(. 
I was making the appointment but got feedback from the system “outage in the region”. So there is still something going on in you region and thats probably the reason your services arren't working the way they should be. Im sorry, but the new estimated solve time is set on 18:00 april 21th. Im afraid there is nothing i can do at this moment. 

Reputatie 1

If anybody could please start coming with answers, instead of just questions all the time. I would appreciate it!  @Alex Ziggo @Serkan Ziggo 

Reputatie 1

@Lycke Ziggo Yes, it is connected directly.

Reputatie 7

Hey @DustinJHunt . Bummer that the outage in your region is fixed but you're still experiencing troubles :-(. 
Just to be clear; your modem is now connected directly to the first connection point? (so without the splitter)? 

@DustinJHuntThe signal is horrible on downstream channel 22 and 23. Bad Signal to Noise Ratio (SNR). Bad Signal value (30 or below), and many (post) RS errors. Your modem doesn’t even connect to Downstream Channel 24. It’s just missing. The error “partial RCS” fits to that. It means Partial Receiving Channel Set.  There are other erros as well, I don’t have all the knowledge, and these might be related to a bad signal.

No wonder you’re experiencing issues. Ziggo must be able to see these errors as well in their system. @Serkan Ziggo@Alex Ziggo 

The cause of the issue might be in your house (interference of 4G telephone frequencies  somehow for instance) but your pictures don’t show us any weird connections. It might be on the Ziggo end as well. I can’t tell you that.

Reputatie 1

Here are the new screenshots @efok.

and ​​@Cecilia Ziggo.

 

Let me know what you think.

@DustinJHunt It’s a bit confusing because there was an outage in your arena as well, which apparently should be solved. Therefore I’m interessed in the values your modem reports right now, since they were really bad. Could you please post them once more?

Reputatie 1

In addition to packet loss, download speeds are fluctuating between 5mbps - 25mbps when it should be upward of 50.. So when the internet is up for a period of time before failing again, download speeds are poor. 

Reputatie 1

Hi @Cecilia Ziggo,

 

There is still packet loss on the line and regular loss of connection on all devices. So the issue is exactly as it has been for 3 weeks.

Hi @DustinJHunt 
Currently there is no outage anymore in your area. When I check your modem, your modem is online and devices are connected. How do you experience your internet connection at this moment? Please let us know if you experience any kind of problems. We would love to help you. 

“This is getting super frustrating, can I PLEASE get some answers before I take to social media???”

Social media can't fix things, can't solve hardware problems and does not frighten anyone.

Reputatie 1

UPDATE:

 

The fault was “solved” yesterday according to ziggo.nl/storing. This is the second time the fault has been extended by a couple days and then changed to solved, despite the problem not being fixed. The connection was good yesterday, the issue seemed fixed. Woke up today and the Internet is dropping again and no devices can connect. This is getting super frustrating, can I PLEASE get some answers before I take to social media???

Reputatie 1

Hi @Lycke Ziggo, I see that it has once again been extended. Just praying that the necessary fixes are taking place and these aren’t just extensions to by time. Appreciate the update. Is there any specific news or reason for the issue that could be clarified?

Reputatie 7

Hey @DustinJHunt . I see the issue has been extended again :-(. The new solution time is set on 11:00 17th. 

Reputatie 1

 

Update: 

 

Back online but still poor, heavy packet loss spiking. Will post modem screenshots in the morning once its been running awhile and the fault should be fixed on www.ziggo.nl/storing by then. If there’s any other possible updates on the issue, please keep me informed :)

 

TIA.

Reputatie 1

90 minutes and still down, so I’m praying they are fixing. Will keep updated in the next few hours..

Maybe Ziggo is currently repairing some things at the moment?