Vraag

Cable modem reboots itself multiple times per day

  • 6 december 2020
  • 17 reacties
  • 189 keer bekeken

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.


17 Reacties

Thanks. Have a Merry Christmas and Happy New Year.

Reputatie 7

Goodmorning @egtfe,

I'm sorry for my late respons to your message. Due to the fact that the problems was caused by the modem firmware we will reimburse the € 50,-.
We will deduct this on the next invoice. I'm glad that the problem has been resolved since the modem software has been updated. 

Please let us know in case there's anything else we can help you with. 
I wish you a Merry Christmas and a happy & healthy 2021! 

Kinds regards,
Paul 
 

Good afternoon @Paul Ziggo  and @Marije Ziggo. I still need an answer about the €50. I received my monthly bill and the charge is there with a description of “Eenmalige kosten”.

  • Taking into account what we discussed here and the full timeline of the events, is this charge going to stay as it is? If the answer if yes, why?
  • Is it going to be reimbursed?

 

Hello @Paul Ziggo. Yes, the problems were solved after the modem software update and the connection has been stable since that moment on.

Reputatie 7

@egtfe Thanks for your update. I understand the problem has been resolved after the modemsoftware update? Is everything working properly at the moment?

Hello again.

To be honest the problem I had was a connectivity one that went away a few days ago; no random drops after the modem software update you can see in the screenshot I shared.

I already set it to bridge mode.

Reputatie 6

Thank you for your willingness to help and provide information ;-) Thankfully that isn't necessary. I just got word that we have finally gotten your modem set in IPv4. 
 

You can now personally put the modem in bridge mode, by completing the steps below. 
 

  • Enter 192.168.178.1 in a webbrowser and press [Enter]
  • Login to your modem
  • Click Router Status
  • Then click the option Router uitgeschakeld (bridge modus) 
  • Save your setting by clicking Instellingen opslaan
  • Your Connect box will now reset itself
  • Also reset your own router, just to be sure all the right connections are being made

 

That should fix that issue for you. Will you let me know if that works out? :-)

As I mentioned before the technician changed the modem. I don’t know if it will make any difference for your processes, but just in case, let me know if you need the serial number or the MAC of the new one.

Reputatie 6

I can tell, thank you! Unfortunately the reprovision didn't take, which leaves us with the problem that your modem can't be switched to Bridge Mode. 
I've now escalated this issue for you. Once I've received a reply on this, I'll let you know! 

@Marije Ziggo I already turned the model off for a bit more than 15 seconds and on again.

Reputatie 6

No worries at all, let me know once it's done and I'll then look into it as quickly as possible :-)

Thanks! I will do it and tell you as soon as it is done, but this needs to wait a bit as I’m dealing with something very important now. I will get back to you a bit later today.

Reputatie 6

I'm glad to hear that the situation has improved since the update. Thanks for letting me know, @egtfe . 

 

To complete the reprovision of the internet, will you please reset the modem by turning it off for 15 seconds or so, and then switching it on again? :-) 
I'll then be able to check whether the reprovision has come through properly. 

Thank you @Marije Ziggo.

 

More information on my case. As I mentioned before I have being monitoring the connectivity 24/7 doing different pings. Since you updated the software of your modem the connection has been stable; I have done zero changes to my own router.

 

Please, set up your modem/router as a bridge if this helps to reduce the uncertainty to diagnose these issues in the future and let me know when it’s done, so I can double check.

Reputatie 6

Hiya @egtfe , welcome to the Ziggo Community. 

 

First off my apologies for the rather late reply to your topic. It's been incredibly busy lately and we're playing catch up. Thankfully I now had the time to read your topic and the issues that you're currently experiencing with your Connect box. It's very obvious that something is not working properly, it just isn't clear yet what is causing these issues. That's what we'll need to dive into further. 

The very first thing I checked for you is if the modem is actually set to bridge mode. In one of our systems it says that it is, however it doesn't appear to be this way. So I must agree with you completely. The modem is not currently set to bridge mode. 

What's noticeable is that your modem lets us know that it's set to IPv6, however administratively it's set on IPv4. To change the modem to bridge mode, it'll need an IPv4 address. So I've just now send out an order to reprovision your internet on the modem. 

Because of this, your modem might reboot. Please don't be alarmed if it does! The full reprovisioning might take up half an hour. So I'll check for you then how it looks. 

To be fair all the issues that you're experiencing might be related to this very thing. Hopefully we'll be able to figure that out once the settings have been corrected and your modem is back in bridge mode. I'll be back here shortly to let you know how it all looks. Once the issue is completely fixed, I will look into the charges that the engineer has charged you. Because if this is the issue, then those charges will be credited for you. It's then very obviously an issue on our end ;-)

 

 

More information about my case. Last Friday I requested you through Facebook Chat that you set the modem in bridge mode. Taking into account that once that is done the wireless should be off, this is still not done. I also got a lot of conflicting answers about this (“you need to do this yourself”, “you cannot do it yourself”).

 

Also I noticed that you updated the software of the modem. Let’s see  if this makes a difference. Until the connection is stable for quite some days in a row I will consider this is till pending as well as the €50 charge.

 

Here is the screenshot where you can see the modem software has been updated, as well as some entries showing T3 timeouts.

 

Reputatie 5
Badge +3

Hopefully a moderator can help you as Ziggo is very consistent in pointing to users even when the problems are obviously in the Ziggo network. This moderator can also cancel the 50 euro bill from the technician since that is also ridiculous. A network technician may be able to solve the real problem. 

Ziggo's klantenservice and basic technician are  i.m.o. just hired people from external companies following scripts. They cannot solve more complex problems.

But I am just a user like you and don't have any power to signal a moderator so I am afraid you will have to wait.

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