Beantwoord

Internet disconnections with "No Ranging Response received - T3 time-out" error on Router logs

  • 26 november 2020
  • 32 reacties
  • 523 keer bekeken

Hello all,

 

I contracted Ziggo internet on the 9th of December and I received the auto install router very fast.

The problem was that I didn’t have the plug installed, only the green cable. I scheduled a visit with one technician to fix this.

After two unsuccessful visits from technicians. The third one was able to connect internet at my new apartment. He had to replace the entire cable that goes to the street.

This was two days ago, so finally seems that I have internet at my new home two weeks after I contracted.

Today I started to have disconnections during the day while I was working. I checked the levels on the router and seems ok but some error messages:

 

 

 

 

 

 

 

 

 

 

 

 

Can someone help with this?

 

Thanks in advance,  

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Best beantwoord door tobiastheebe 26 november 2020, 16:40

Your downstream signal, coming from the distribution amplifier on the street, is too strong. This can be mitigated by placing a splitter (POA-01-B) on the AOP/demarc, which will attenuate the signal by 3.5 dB. The splitter should have been included in the modem installation package.

Preferably, your demarc should be connected to a weaker output on the amplifier. Even with the splitter between demarc and modem, the signal will still be slightly too strong.

Bekijk origineel

32 Reacties

Reputatie 7
Badge +8

Yep seems a match between the packet-loss at 10:30 and the T3. Despite that numerous Ziggo employees state that a T3 does not result in packet-loss and will go by unnoticed.

@Be rt kun je een uptick naar moderatie geven?

Reputatie 7

Good afternoon @anz0ny en welcome to our Community, 

I am very sorry that you are having difficulties in regards to the internetconnection. Due to the information in your message I've checked your connection and the connections between 
the modem and our network seems to be all right. If you have already checked and excluded possible sources of interference in the indoor cabling, I suggest we plan an appointment with an engineer
to investigate what's causing the problem. In that case please let me know on which date an appointment suits you the best. 

Good afternoon @anz0ny en welcome to our Community, 

I am very sorry that you are having difficulties in regards to the internetconnection. Due to the information in your message I've checked your connection and the connections between 
the modem and our network seems to be all right. If you have already checked and excluded possible sources of interference in the indoor cabling, I suggest we plan an appointment with an engineer
to investigate what's causing the problem. In that case please let me know on which date an appointment suits you the best. 


Hello @Paul Ziggo thank you for your message.

I am a little bit worried of technician caming and internet working fine. The issues are usually during the morning and that is the main issue because we both are working from home.
I suppose between 10 and 12hrs is the period with more issues but is not happening every day or during so much time. Just take a look of the latency / issues today:
 


Anyway I suppose I am not the first customer with this issue. During the morning 10 to 12hrs is ok. 

Thanks

Reputatie 7

Hi anz0ny, sorry for the late response. This topic was assigned to me even though I had a week off… A human error I'm afraid, my apologies again.

 

As far as your issues are concerned, sending a mechanic in without knowing where to look for the cause is a bit tricky. Especially if the issue rarely occurs, there’s a good chance our mechanic won't be able to witness the issue which greatly reduces the chance of finding the cause.

Therefore I've started some detailed monitoring on your connection to hopefully see what causes the issue and on which level. Can you give me an example when the issue next occurs? (Examples in the past are no use, since the monitoring wasn't active before.)

Hi anz0ny, sorry for the late response. This topic was assigned to me even though I had a week off… A human error I'm afraid, my apologies again.

 

As far as your issues are concerned, sending a mechanic in without knowing where to look for the cause is a bit tricky. Especially if the issue rarely occurs, there’s a good chance our mechanic won't be able to witness the issue which greatly reduces the chance of finding the cause.

Therefore I've started some detailed monitoring on your connection to hopefully see what causes the issue and on which level. Can you give me an example when the issue next occurs? (Examples in the past are no use, since the monitoring wasn't active before.)


Hello @Mark Ziggo,

Totally agree with your point. I will pay attention to the status of the network from now on.

In case it help, this is the latest occurrence on the router log:

 


I will let you know next time we experience issues with the network.


Thank you again,

Reputatie 7

Hi anz0ny, I haven't heard from you but I did take a look at the monitoring results today. It looks like you're not the only customer affected by these intermittent signal issues. I see the same packetloss on your connection as on the neighbours connection so it must be caused higher up in our network.

I've sent this to our Network Management department to examine it further and hopefully find the cause asap. Since there is no issue at the moment, they'll have to put the node on their monitoring list so they can send an engineer as soon as the issue returns.

Hi anz0ny, I haven't heard from you but I did take a look at the monitoring results today. It looks like you're not the only customer affected by these intermittent signal issues. I see the same packetloss on your connection as on the neighbours connection so it must be caused higher up in our network.

I've sent this to our Network Management department to examine it further and hopefully find the cause asap. Since there is no issue at the moment, they'll have to put the node on their monitoring list so they can send an engineer as soon as the issue returns.

 

Hi @Mark Ziggo 

Thank you for your interest.

I had some days off and didn't pay so much attention to the connection.

Checking the logs from the router last critical entry was one week ago:
 

 

“happy” to hear that is not a specific problem of my apartment installation.
Thank you for your feedback and for escalating the issue to the Network Management.
I will update here if I have more details.

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