Vraag

Wifi signal drop, slow speed, disconnect

  • 2 juli 2020
  • 7 reacties
  • 223 keer bekeken

Hello,

I have been a Ziggo customer since January and have been having constant WIFI problems since day 1. A mechanic came once in February and moved the connectbox closer to the AOP (I live in an apartment complex so the green cable  in the stairway) and a 5m cable runs until it reaches my apartment and changed all cables and ports. The guy said that eveyrthing looks fine but probably the problem is in this 5m that is between the connectbox and AOP since it is old. This is BS according to me since the building is new from 2007. Two months ago I got a new connectbox but nothing changed and I keep getting disconnected from the WIFI and the signal constantly drops. I have contacted the helpdesk several times but the only thing they do is restart the router from their side which did nothing.

Since I came back from holiday last week two things changed. In the connect box the internet shows Online and no longer Partial Service DS only. I assume this should be the case and the signal better but it has become worse for some reason. Now the signal drops keep getting shorter but more frequent.

Also, the Pre RS Errors were “normal” before going on holiday but now they seem abnormaly high.

Here are the rest of the tables. Currently there are no Timeouts since I had to restart the router several times since I keep getting disconnected from the WIFI but normaly T3 and T4 timeouts appear.

 

I know there are hundreds of threads on this forum about the same issue but to me, nothing works and nothing is clear what causes these changes. Would appreciate it if somebody can monitor my connection and suggest something to me or Ziggo to improve this. To be honest, neither the helpdesk nor the mechanic was helpful this forum is my last hope. Anyway, I have decided to switch to T-Mobile if I can't resolve this.


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

7 Reacties

2 possible solutions:

1. Log in op de modem
2. Ga naar 'Geavanceerde instellingen'
3. Klik op 'DHCP'
4. Vink bij automatische instellingen onder 'DHCPv6 Server' Stateful aan
5. Klik eronder op 'Wijzigingen toepassen'

 

Can you give 2.4 and 5 GHz different names, this may help the stability of your WiFi.

And check with Wifi Analyzer whether you are not on the same channel as your neighbors.
You may be able to lock a quieter channel in your modem for a more stable WiFi connection.

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

Make sure your zip code and house number are entered in your Ziggo community profile, https://community.ziggo.nl/settings/profile  these are not publicly visible, then the correct data can be found immediately.

Reputatie 7

Goodmorning @kristiantonev,

Welcome to our Community. Did you already find the time to try the suggestions that @Be rt made? We look forward to your reaction.

 

Hi Sander,

 

I have done the change two days ago, and currently the Pre RS errors remain the same while the Post RS errors increase a bit. Also I noticed that the T3 timeouts have increased.

 

Also, I used WiFi analyzer to analyze the channel occupancy and for the 2.4 ghz bandwidth it looks that it is not on the most overcrowded channel but for the 5 ghz 

 

asf

 

After restarting the modem, still the Pre and Post RS errors remains high (i think?). Also, T4 timeouts poped up.

 

 

 

 

And some warnings/notices/critical in the log right after the reboot.

 

T4 triggers a reset of the modem.

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

And possibly also a photo of another wall socket where the modem is connected?

Reputatie 7
Badge +27

Your  Pre and Post RS errors are good. The high number of  Pre RS errors is a bug, the modem shows all packages not just the errors. 

Reputatie 7

Hi Kristian, looking at the connection between the modem and our network there's no serious signal issues that stand out to me. The T4 errors occurred right after the reset, indicating a little trouble setting up the initial connection but everything seems fine after the connection has been made.

I can't tell if this is a wifi connection issue (between the modem and your devices) or a modem connection issue (between the modem and our network). Do you have a device capable of making a wired internet connection to the modem?
If the wired connection is stable we'd know the issue must be in the wifi and if not we need to dig deeper in the modem connection to our network.

 

Regarding the wifi:
2.4GHz - try channel 6 (somebody is using channel 13 which interferes with channel 11 more then if he was using channel 11)
5GHz - try a different channel between 32 and 68. Not sure why but this range seems more stable from my personal experience.