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Unstable internet connection

  • 23 oktober 2020
  • 44 reacties
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44 Reacties

Reputatie 3
Badge +3

The signal on the lowest downstream channel is way too low.

If you are the owner of the apartment and there is a “Vereniging van Eigenaren” maybe they can help you with information on the CATV system.

I also would suggest using a two way splitter and not an 3 way one with one point being open.
This will result in less signal loss (and probably also less noise).

It is easy to detect if this is the main connection:

 

If it is, then unplugging the cable that is in it would mean that you loose internet access.

Then again if this outlet goes to your TV it is definitely not the main entry point.

Hi @cmiconnet 

First of all, thankyou for taking action to locate the main connection (green cable). I understand that it is in the ground floor appartment. Like I mentioned before the signal on your modem is quite low. I would like to send a technician, however because of the bad signal the technician needs to have acces to the whole installation which includes the main connection. It's to easy to say the main connection isn't the issue because of your neigbours who hasn't problems with their connection. From the AOP the cable is looped through to your home and this isn't the same as the cable which is looped to your neigbours. 

Please contact the landlord or administrator of the property about the main connection and make sure that there is acces. If this is arranged then we can make an appointment and we will be sure that the technician can fix the bad signal which is causing problems in your connection.
 

Hello @Cecilia Ziggo,

 

Here I come again. I was able to gain access to the ground floor (currently used to store old furniture). I tried to locate the cable with the person renting the space but I am not sure if what I saw was even close to what you are looking for. However, the person renting the space agreed to let a Ziggo technician and me in the place. 

 

I also found a green cable lying on the floor after opening a hatch on the main entrance (I honestly hope it’s not it since that space is as humid as it can be).

 

Anyhow, how shall we proceed to plan the visit of the technician?

 

Regards,

Charly

@cmiconnet A Ziggo moderator will come by tomorrow.

Reputatie 5
Badge +4

Hi there @cmiconnet,

Thank you for getting back to us with this information! Were you able to take a photo of the green cable you found on the ground floor and also some sort of connection that could be ours? If so, please post the photo here so we can have a look right away :-)

We can proceed with scheduling an appointment with the engineer, that's no problem. Do I understand correctly that you now have access to the ground floor and that the landlord does not need to be on-site in order for our engineer to access the room/space? If so, please let us know which upcoming dates would suit you best in the next week (morning or afternoon slot, December 14th - December 20th).

Hello @Erik S Ziggo and thank you for your prompt answer.

 

I will send you a picture of what I could find later this week. December 14th beginning of the afternoon is ok for me and as per your request, I will have full access to the ground floor.

 

Have a great day ahead.

Reputatie 7

@cmiconnet Thanks in advantage for sending a picture from the green cable (first connection). Please let us know on which dates an appointment suits you the best if necessary.

Hello @Paul,

 

As I already said to @Erik S Ziggo  I agreed to the date of the 14th December (beginning of the afternoon). Is the appointment confirmed (I need to be sure so I can get the keys to the ground floor)?

Hello @Paul Ziggo,

 

Since I didn't get confirmation I couldn't secure the keys for today so we will have to reschedule. What are the other options ?

 

Hi @cmiconnet,

I'm terribly sorry, that was quite inefficient. I scheduled the technician for this friday, the 18th, between 08:00 and 13:00. Would that work? A confirmation is already on its way. 

If that's not possible, you can change the appointment in the mail or send us a message here.

 Hello @Alex Ziggo,

 

Indeed it was a bit bumpy but we will make it happen :p I was not available on Friday 18th in the morning so I changed it to Friday 18th in the afternoon (I didn’t get the confirmation yet though).

 

Here is the picture from what I can see looking below the entrance of the building (green cable visible inside the red square). I am not sure this is what you are looking for (and I hope not honestly since that looks pretty bad).

 

mangat_trappenhuis

I am really hoping that the your team will find a solution because the situation is getting worse and I am not sure to be willing to pay a premium for Ziggo if the quality is not there anymore (it has been months like this).

Haha wow, I'm not sure either. It looks like something we are looking for, but also raises a lot of questions. I will leave the analysis up to the technician in this case :sweat_smile:

I can confirm the rescheduling was successful; the new appointment is between 12:00 and 18:00.

Hello @Alex Ziggo , 

 

The tech came by today and we didn’t even take a look at the main connector (it is a bit sad that I spent so much time and energy on this for this result).

 

Anyhow, the tech removed all the splitters and the levels are now better. As per @Tom.  comment regarding the connector in the living room I asked the tech to check the cable state and if necessary redo the stripping. Wich he did - not happily, I have to mention.

I am still seeing some  Illegal - Dropped INPUT messages and I will keep monitoring those hoping it does not impact the stability.

 

Side note: I do not think I am willing to pay 50€ for this service. While trying to find a solution with this forum, I paid full price for actually degraded Ziggo services. Who should I talk to to get reimbursed?

Reputatie 7
Badge +13

Can you post the current downstream,upstream and network history?

Hi @cmiconnet,

Thanks for the update! Not exactly what we were hoping for, but if I understand correctly there are improvements noticeable. It's too early for me to check the signal here, we have to monitor it.

I understand your efforts were in vain, I'm sorry for that. It was explicitly noted in his ticket, so I'm not really sure why he didn't check it. Which is also why I don't understand he calculated costs for his visit. I can't see his notes yet, but I will reimburse the costs.

Let me know how the connection works out for you the next couple of days.

 

Hello @Alex Ziggo ,

 

Thanks for your reactivity regarding the cost. As I thought, the problem with dropped packets is still very present. I even seem to have new errors “No ranging response received”. Please find below a recent screenshot :

 

And of course alongside the errors I had a few internet loss. I tried to pinpoint them to the network log but I couldn’t find them. I will keep monitoring those hoping it could lead somewhere.

Reputatie 7

Good afternoon @cmiconnet,

Thanks for your update! Too bad that you are still having trouble in regards to the connection. I've checked the connection between the modem and our network, and since the last two days
the connection and the signal seems to be all right. Do the disconnects still occur af the 22nd of December ?

Hello @Paul Ziggo ,

 

I still have freezes and small losses. They usually recover within seconds. Some devices will require a disconnect / reconnect.

 

I just checked the logs and I keep having the same errors. It does seem slightly better than before but not as expected.

 

Best regards,

Charly

Reputatie 6

Hello @Paul Ziggo ,

 

I still have freezes and small losses. They usually recover within seconds. Some devices will require a disconnect / reconnect.

 

I just checked the logs and I keep having the same errors. It does seem slightly better than before but not as expected.

 

Best regards,

Charly




I'm sorry to read @cmiconnet 
This is not as expected for us as well.
Because of that I made a new appointment with an engineer for next Monday ( between 0800- 1300 hour).

If you want you can change this appointment in Mijn Ziggo. 

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