71HM892

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Instabiele wifi verbinding

Since a few months I experience crappy, crappy internet wifi connection on my phones and laptop.

Variable speeds, down to 2Mbs (speed test from Ziggo) or no internet at all.
Called customer service several times. They have no idea what to do.

Reset modem to factory settings several times. No improvement.
Moved to other channels to avoid interference. No effect.

Crappy technology and service. Crappy router. The best one Ziggo has they say.

I can see a hand grabbing 60EUR every month from my wallet and I get a crappy service. Can't report the theft to police and I need internet. Or maybe I don't.

Tried to switch to Delta last month. Filled the application. Found out two weeks later they provide internet only in Zeeland. What a joke.

I don't expect any solutions.

All the best.
Oplossing

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Bert

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IPv6 is not yet working as you would expect.
Technical reasons why not are unknown.
If you don't do anything with IPv6, I would have Ziggo turn it off.
Ask for IPv4 only.
Half the internet doesn't even run on IPv6.
It is something for the future if everything changes to IPv6, but that will certainly take many years.

Bekijk in context

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Bert

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"I don't expect any solutions."

Fortunately, expectations do not always come true.

Can you place your downstream and upstream values from your modem with a screenshot?
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-292...

And can you put a picture here of the first place where Ziggo enters your house with possible splitters and amplifiers?
71HM892
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Hey

Here are the downstream/upstream and the wall socket with coaxial connection.

I also have a fiber-link box, but - of course, why so easy, there is no broadband. Not enabled on Ziggo's side or whatnot.

Not sure where is this going, but thanks for showing an interest.

I also have a fiber-link box, but of course there is no broadband. Not enabled on Ziggo or I don't know.
71HM892
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Oh, and here are two interesting links with speed tests by Ziggo, on my mobile phone.
First one, both laptop and phone connected to wifi.
Second one, with laptop disconnected.
Of course, it may be a coincidence, but enjoy.
4.1 Mbs download
https://ziggobeta.speedtestcustom.com/result/025829b0-d236-11e9-9537-d74e625d9f41
180 Mbs download
https://ziggobeta.speedtestcustom.com/result/6620ca50-d237-11e9-929a-7b1e23432427
71HM892
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... and one screenshot of the network log; notices, warnings and 'critical' stuff.

  • notice: Illegal - Dropped FORWARD packet
  • critical: Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
  • warning: TCS Partial Service
Bert

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I don't understand, the Genexis, that is Glasfiber.

Ziggo is only coax cable.

How is everything connected?
71HM892
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OK, forget about the fiber, since Ziggo does not use this 'new' technology.

The other photo shows the green-red cable going into the wall. It's a coaxial socket. I don't have a photo where it enters the 'house', just this one, where it enters the room.

The red end of the cable goes into the Ziggo box.

Does this help?
Bert

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Ziggo has only coax, with Docsis 3.0 it can be up to 1 Gbit/s.
When Docsis 3.1 is implemented, then it can be up to 10 Gbit/s.

The first place where Ziggo enters the house, that is the place that is essential to see.
The modem has to be as close as possible to that place.
When the first place is out of date, then it has to be replaced by Ziggo.
Mariska
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Hi 71HM892,

I'm sorry to read that you experience so much problems with your wifi connection.

The most important to check is if you also experience problems when you do a speedtest with your wired internet connection. If you also experience problems with your wired internet connection we have to check your whole connection, if it's just wifi we can focus on the wifi connection. Please let us know.
71HM892
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Hi Mariska Ziggo

I am a 'wifi only' kind of user.

I have two mobile phones and one DELL XPS15 9560. No wire connection port.
I do have a Raspberry Pi I could use to test the wire, but what kind of tests do you have in mind? Speed tests? Give more details please, so I can have a test scenario.
I mentioned that problems come and go, so it's not continuous.

I'm curious, how come the router's logs are not useful?
I spent some time to copy/paste the upstream/downstream and those errors and they mean nothing? This adds another level of disappointment.

Regards
71HM892
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Again, I was trying to watch a football match on my mobile.

Just seconds before Netherlands team scored the first goal, the connection broke.
I saw the goal on replay, after re-connecting to wifi.

This wifi issues are constantly re-occurring during sport events.
To me, it looks like your network cannot handle too much traffic, but what do I know?

By the way, while the speed test to Ziggo (https://www.ziggo.nl/speedtest) was not working (404 errors). Ookla test (https://www.speedtest.net/) was working fine. How can this be? My guess is that Ziggo has issues and obviously no idea what's going on. At least in my case.
Crappy hardware/software? That's my bet. Crappy wires in my house? Maybe. But in the 21st century, you should be able to tell. People send rockets to Mars, you know?

Funny fact, but with a bitter taste for me.

I'm currently considering switching to T-Mobile fiber-net so I called them today around 7pm. Talked for a few minutes, then the guy on the phone tells me someone will call me back in 5 to 10 minutes to make me a contract offer. Guess what? No call. What a joke. Maybe they're busy watching the match or just don't care.
.
*smiley face*
Bert

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Ziggo guarantees a wired connection.
Hence the request to test it.
Do this with http://www.dslreports.com/speedtest

If this is not good, then a Ziggo technician can check it in your house.

If all goes well, can you use Wi-Fi Analyzer from the app stores to see if there are neighbors on the same Wi-Fi channel?
If so, fix your Wi-Fi channel to another channel in your modem.

https://www.ziggo.nl/klantenservice/wifi/kanaal-wijzigen

It can also help to give 2.4 GHz and 5 GHz a different name each.
71HM892
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Be rt wrote:
If so, fix your Wi-Fi channel to another channel in your modem.

https://www.ziggo.nl/klantenservice/wifi/kanaal-wijzigen

It can also help to give 2.4 GHz and 5 GHz a different name each.


I already did that. No effect.
71HM892
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Be rt wrote:
Ziggo guarantees a wired connection.
Hence the request to test it.
Do this with http://www.dslreports.com/speedtest

If this is not good, then a Ziggo technician can check it in your house.


I asked Mariska Ziggo what is the test scenario. I hope I get more details.
As I mentioned, the problems come and go, usually during sport events.

What should I do? Run 10 consecutive tests and see if one fails? All fail? Five?
Should I wait for a match and test then?
What if everything goes well when I test and it fails when I'm not testing?

I really don't understand why Ziggo can't look at my router's logs. Don't you have monitoring tools?
Mariska
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Good morning 71HM892 ,

We can check the connection between us and your modem/router, but we can't see beyond the router to see if there are wifi issues or not. There might be the occasional problem in the connection on our side, but we can't be sure if that is in fact the main issue you're experiencing. We need your feedback to compare to the data on our side.

Since you're unable to test a wired connection we still don't know if the slow speed/dropouts are caused by wifi or not.
If you'd be able to check both the wired and wireless connection at the same time and find that the wifi is slow while the wire is fast, then we would've confirmed the issue to be in the wifi connection (at home, not in our network).

Going back to the connection on our side, the signal coming in to your modem is quite high, almost as though the signal is being run through an amplifier. Could you open up the coaxial socket (in the photo) with a screwdriver and check the colour of the coax cable in the wall?
If it's green, it's our cable.
If it's any other colour, our cable enters the house somewhere else and we'd have to check the coaxial connection there.

The least I can do is send you a new coaxial cable to rule out any issues in the current one. That will be delivered to you asap.
We can always send a mechanic to help you, but if the issue is caused in your home network (coaxial/wifi) the mechanic will charge €50 (and still solve the issue if possible). Check all the terms/conditions on www.ziggo.nl/monteur/ website.
71HM892
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Hi Mariska Ziggo

About the coaxial cable.
If you want to send me one green-red cable that comes with the Ziggo box, there is no need. I have three, identical, from Ziggo.
I can try with mine.

If yoy have a better cable than the usual, then of course, send it to me.

I'll try and test the wired but it will take some time.

Regards.
Rikst
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Hi 71HM892

If you allready have 3 of these cables, I don't think I will make you happy with another cable that is exactly the same.

Were you able to check the cable that enters the socket, is it a green cable?

We are looking forward on your follow up about the wired connection.
71HM892
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Hi Rikst Ziggo
I have not checked the socket yet.
I'll update you after I do it.
Rikst
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71HM892 No problem, we'll see your reaction!
71HM892
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Ok, so the cable in the wall socket is white, not green. See the photo.

Also, this is the only coax wall socket I found in the entire appartment.

Regards

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