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gompthis13
Level 1

Connectbox restarts a couple times per day

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

 

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Tom.
Level 18

your main connection is outdated, but I don't want to jump to conclusions.

An old main connection can work fine.

Could u connect the white green modem cable directly to the main connection?

Without using the poa-01-b splitter.

then unplug the modem for 1 minute.

 

Could you post the modem values ​​here again after the modem is rebooted?

 

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Tom.
Level 18

Could you take a picture of the main connection and what is connected to it?

for most people this could be found in the meter cupboard

 

the snr value does not look good.

it should be at least 33 on all channels.

Your upstream should be a bit lower 

These are not ideal values for a stable connection.

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gompthis13
Level 1
Topicstarter

Thanks for the quick response, Tom. Here is a photo of where the connection comes into the house, and then this green cable (Ziggo-provided) runs directly into the Connectbox.

 

 

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Tom.
Level 18

your main connection is outdated, but I don't want to jump to conclusions.

An old main connection can work fine.

Could u connect the white green modem cable directly to the main connection?

Without using the poa-01-b splitter.

then unplug the modem for 1 minute.

 

Could you post the modem values ​​here again after the modem is rebooted?

 

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gompthis13
Level 1
Topicstarter

OK. I did as you recommended, and below are the modem values now that I have connected the modem directly to the main connection (without the poa splitter):

 

 

 

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Tom.
Level 18

Did you reboot your modem?

can you unscrew the cover from the main connection? I am curious whether the original main connection is behind the cover.

 

AlphonsNL
Level 1

Did you reboot the connect box as @Tom.  asked? as there is still alot of pre and post RS errors.

 

Line 15/16 does not look good.

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gompthis13
Level 1
Topicstarter

Thanks, Tom + Alphons. I unplugged the coax from the poa splitter for a few minutes before plugging it back in directly to the main connection. After it booted back up, those were the values I shared in my post above. I did *not* do a reset on the modem by pressing the reset button. Let me know if you think I should try this.

Here is a photo of the main connection now that I have taken the front cover off:

 

 

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Tom.
Level 18

The cable is not properly stripped.

It should look like this:

Are you sure this is the main connection? Usually the main connection has a green cable like this:

 

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gompthis13
Level 1
Topicstarter

This is the only point of entry for the cable/coax that I’ve ever seen in my apartment. I looked in my meter cabinet and also did not find a green cable.

 

Would you recommend I re-strip the coax cable and reconnect it to what we are calling the main connection? Or should I not tamper with the cable?

 

Thanks.

Tom.
Level 18

Don't re-strip it for now.

I think that @Be rt and or @Ronihd knows the right thing to do in this situation?

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Bert
Level 21
T.E.A.M.

This is not a contemporary AOP Subscriber Takeover Point.
This is not properly shielded from signals such as 4G and 5G and you can see that happening at those frequencies.

Up to and including the AOP belongs to Ziggo and subscribers are not allowed to change this themselves.
A Ziggo technician replaces it for free.

This is a customer help customer forum where a Ziggo moderators come by tomorrow.

Make sure your zip code and house number are entered in your click here ->  Ziggo community profile, these are not publicly visible, then the correct data can be found immediately.

gompthis13
Level 1
Topicstarter

Thanks, @Be rt ! Very helpful. I have my postal code and house number in my profile. It sounds like I don’t need to do anything else at this point, but please let me know if there’s anything I can do to get a Ziggo technician out to my home to address this.

 

Thanks again.

Bert
Level 21
T.E.A.M.

@gompthis13 Tomorrow a Ziggo modarator will come by who can make an appointment with you.
Calling or chatting the helpdesk takes quite some time due to some malfunctions that are currently occurring.

gompthis13
Level 1
Topicstarter

@Be rt perfect. Thanks!

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Ronihd
Level 18
T.E.A.M.

 

Excuse my bad english ...

This WCD socket is a so-called lacing box that you can see from the resistor what is inside.
So you can put a connection behind it with a coax cable that is then mounted in place of the resistor and a connection behind it.

At the viewing points where you push the plugs in, there is an intentionally built-in loss in your signal strength.
So this is not standard Ziggo wcd / aop.

This wcd / aop must therefore be replaced by Ziggo, so wait until a moderator comes along

 

 

 

gompthis13
Level 1
Topicstarter

Thank you, @Ronihd! Very helpful. I will patiently wait for the moderator and then (hopefully) for a technician to come put the proper equipment in my apartment.

Folkert
Community Testspecialist
Community Testspecialist

Hi @gompthis13,

Glad to see that, with the aid of experienced Community members, the problem was analyzed in great detail and some solid advice was given. Kudos to everyone for working together! I share the opinion that the WCD socket should be replaced. Most likely afterwards the problem is solved.

Currently i am working from home and have no means of contacting you by phone to schedule an appointment with a technician. If you go to the page below you can easily schedule one by yourself choosing 'Keuzehulp monteur'. This tool is in Dutch and will ask some questions to determine the right kind of technician for you. Plus it will list some terms and conditions.

https://www.ziggo.nl/klantenservice/service-van-ziggo/monteur

If you required, you can also call or chat with us to help you schedule the appointment. On ziggo.nl/contact you find all means of contact.

Henno
Level 17

@Ronihd sharp observations there. Lacing box… oh well never old enough to learn something. Like shoe laces. 

Ronihd
Level 18
T.E.A.M.
Henno wrote:

@Ronihd sharp observations there. Lacing box… oh well never old enough to learn something. Like shoe laces. 

Sorry maar mijn Engels is .......slecht dus Google vertaald het voor mij 🙂 maar dit is een rijgdoos zoals vroeger werden gebruikt in een centrale antenne systeem.
Woningen die op een centrale antenne waren aangesloten , vanaf de antenne werd er 1 kabel getrokken van het ene huis naar het ander huis en omdat er in het begin erg veel signaalsterkte aanwezig is werd er op het kijk punt een bepaalde hoeveelheid signaalsterkte gedempt en de volgende doos was op het kijk punt de demping iets minder en zo konden er wel 15 huizen achterelkaar aangesloten worden.

Nadeel was wel dat als iemand ging behangen in het 3e huis de 12 huizen er achter geen beeld meer hadden.

Daarom heet het een rijgdoos.

 

Sorry but my English is ....... bad so Google translates it for me 🙂 but this is a lacing box as used in a central antenna system.
Homes that were connected to a central antenna, from the antenna 1 cable was pulled from one house to another house and because there is a lot of signal strength in the beginning, a certain amount of signal strength was muted at the viewing point and the next box was slightly less at the point of view and so 15 houses could be connected in a row.

The disadvantage was that if someone went wallpaper in the 3rd house, the 12 houses behind it no longer had a picture.

That is why it is called a lace box