Connectbox restarts a couple times per day

[gompthis13]

I know this issue is covered in a few other places on the forum, but it seems the resolution is not always the same, and so I’d appreciate if someone could look into my issue.

I have a Connectbox with my Ziggo cable internet subscription, and the router will reset a couple of times per day, usually while I’m in the middle of a Zoom meeting for work, which is not very convenient. I have wifi disabled on the router, as I’m using a Ubiquiti AC Pro AP to broadcast wireless throughout my home. This issue was also happening before I had the access point, and it was also happening when I was using the Connectbox itself as a wireless router.

I’m including also some screenshots from the admin portal. Thanks in advance for assistance!

Downstream

Upstream

Configuration

Network Log

[gompthis13]

Thank you, everyone!

@Folkert Ziggo on the link you provided, I can select either a “fault” mechanic or a “service” technician. I believe I want a fault mechanic, but can you confirm? Also, just so manage my expectations, do I pay for Ziggo to come out and replace this WCD socket? Thanks again.

[AlphonsNL]

the WCD socket will be free for you, it belongs too Ziggo.

[Bert]

@gompthis13 Did you manage to order a technician?

[gompthis13]

@Be rt not yet...when I click through the links, it takes me to a page to chat with someone to set it up, but then I am not able to chat. I don’t see a chat feature anywhere. Will perhaps call instead (?).

[gompthis13]

Update: I called and now have an appointment for tomorrow. Thanks to the group here for the quick assistance! Hopefully this resolves it 

[Tom.]

Good to hear that a mechanic is already coming by tomorrow!

Will you keep us updated?

[gompthis13]

Yes, I will post an update here after the mechanic is done tomorrow. Thanks, @Tom. !

[Tom.]

You're welcome!

[gompthis13]

Hello, everyone. The technician came by this afternoon and replaced the splitter with this:

As the group here had identified, the prior connection point was old and, almost certainly, installed by a contractor when this apartment was last renovated (ie, it wasn’t particularly good). The technician also believes this was causing the signal and router issues.

Posting below updates network status from the modem just now:

My assumption is that things are already looking better given that the error counts are significantly lower. That said, I honestly don’t know how to read these data with much of a technical eye, and so if anyone has any insights or still sees are potential issues that could be tweaked on the modem, I’d be interested to know.

Thanks again for everyone’s very helpful input here. Fingers crossed things work smoothly from here!

[Bert]

That looks a lot better.
I don't see any abnormalities that could hinder your internet connection.

Good luck with your internet connection.

[gompthis13]

Cool -- thanks, @Be rt !