Connectbox restarts multiple times a day

[BerkC]

Hi Everyone,

On 03/22 I moved to a new apartment and I've been using Ziggo internet since then and been facing this problem since day 1. During the day my modem reboots suddenly, even while watching a movie on smartTV, browsing on my mobile phone, or on my laptop and it happens multiple times a day.

I contacted Ziggo customer service and they sent me a new coax cable, which didn't help either,  after that they said that "there is still a slight interference on the incoming signal, resulting in packet loss. This could indeed be the cause of the reboots." They also offered to me to arrange an appointment with a Ziggo technician.

As far as I understand I have to pay if something is going to be fixed inside the house. I'm the tenant of this apartment and I tried to explain the situation to the housing agency but they haven't replied yet. But it's an infrastructural problem like a draining water pipe and the landlord should pay for it. 

Can a technician write me a short report that this repair is related to the house's infrastructure after fixing it? 

The main connector is in the living room and the cable is connecting directly from outside of the building, there is nothing inside the meter cupboard. Other details are below:

Thanks in advance.

[Bert · Accepted solution]

This is an unshielded wall socket that must be replaced free of charge by a Ziggo technician.

You see the noise on 4G and 5G frequencies.

A Ziggo moderator can schedule this for you.

[Jiri]

Hi @BerkC Welcome to the Ziggo Community!

It must be annoying when the modem restarts multiple times during the day. Thanks for letting us know.
I agree with @Bert Our technician should fix this. I've scheduled an appointment for 01-08 between 12.00 & 18.00. 
If this doesn't suit you, please reschedule it in Mijn Ziggo. 

Do you let us know if everything is fixed? 🙂

[BerkC]

Thanks a lot! @Bert, @Jiri for your help, and yes this time slot suits me. 

[Lycke]

Hey @BerkC. How are things? 🙂 

[BerkC · Accepted solution]

Hi Lycke,

The technician came and changed the wall socket. My connection has been stable since then, looks like it's fixed. Thanks a lot for this great community support.