Good afternoon,
I been having a very unstable connection for around two weeks already. I have contacted you through the Facebook chat and you send a technician to my place. I gave the technician all the technical details and evidence that I mention in this post. He changed my cable modem for a new one but my connection failed again the next day with the same symptoms, the cable modem restarted itself, which I checked taking a look at the initialisation sequence with the modem/router lights and the uptime after login into the modem. I also told the technician a few times that it will probably be good to take a look at the connection in the cabinet on the street, which he rejected.
As a mitigation you offered me a 50GB data bundle. The bad thing here is that even when I gave your my number using the chat you activated the bundle in my wife's phone.
I’ve been your client for more than 3 years already. During all this time I have used my own router and your modem (modem/router) acts as a gateway to the Internet (through the WAN port of my router). The connection has been working perfectly with my configuration for all this time, and if we look further back with other providers, for more than 10 years already (I always use different subnets from the provider ones). My point here being that my setup is working and I can use it with your router as it has been until now. Let me continue with the story and give you more information.
After the visit of the technician, receiving a bill of €50 (which will be charged in the next payment) and the having the same issues the very next day, I contacted you, again using Facebook, communicated the issue is still there and asked why am I being charged this extra. The answer was that the issues was that I have my own router, yours is not in bridge mode and I told the technician that he didn’t need to put it in bridge mode, which he didn’t neither opposed in any way. Taking into account what I mention in the previous paragraph, I don't agree with the charge neither the reasons.
Then they told me that they can make a new appointment with a technician, but this can end up with you charging me again (with I think would be very likely if everything goes the same way). So OK, lets start ruling out more things that could be failing according to your checklist. As I understand, first you need to set the ConnectBox modem as a bridge (sorry for being so sceptical about this but I still highly doubt this is the problem). I’ve asked for this (twice) through Facebook and received a response (twice) that this has been done. I don't think it has as the result of this should be that some LAN ports in the ConnectBox would stop working as well as the WiFi. I'm checking this right now and the LAN ports still works, also the WiFi, so I think you are failing on this one.
In addition to all the previous information, this looks very similar to what other users have reported having entries in the router's log like "No Ranging Response received - T3 time-out", for example this one: https://community.ziggo.nl/internetverbinding-102/cable-modem-reboot-due-to-power-reset-en-veel-t3-ranging-problemen-62431.
Since 20th of November and as a simple test to check the connectivity of the different network nodes I have been pinging almost 24/7:
- My own router.
- Your modem (modem/router).
- Google servers.
- Amazon servers.
The only connection here that according to "ping" is working flawlessly is the one to my router. Of course the ping to your modem stops getting a response when it reboots (by itself). Being very lucky there are days this doesn't happen (not much of them), but others is too frequent like 3 or 4 times.
I also did this test connecting a laptop directly to your modem and got the very same results.
It seems to me that I'm not getting (what at least what I consider) the correct support level to fix this issue, which is not going away resetting the ConnectBox again and again and again.
This is an extreme annoyance as I'm working from home and this problem is interrupting my meetings and also when I'm doing sensible work that better not be interrupted (like setting up servers).
I don't know this is useful for you, but I asked for a change in my Internet plan and got it done not long ago, from 250 Mbits to 500 Mbits.
The only actionable thing I can do from my side to solve the connection issues at this moment is to switch to a different provider, but I would like to try one last time through this channel. So let's work together to make this happen.
I still believe that the issue is not in the setup of the ConnectBox and its communication with my own router, but if you want to rule this one out, please go ahead. Can you please set is as a bridge so we can continue solving the issue? From there we can continue working on this.
I usually don't say these things, but I want this solved as soon as possible, so here I go: I'm a Computer Engineer and I have been working with Ethernet networks for quite some years already, that's why I'm quite confident that my router is not telling your modem to restart itself, and even more after reading the whole thread I linked before; so let's get to the point and don't be afraid of the technical details to solve this faster.