Ashenbrenner

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Download upload speed are way smaller than the subscription speed

Dear Ziggo Community

 

I could not continue the previous thread of mine, so I have decided to start a new one.

 

With the reference to my previous topic: https://community.ziggo.nl/t5/Internet/Download-en-uploadsnelheid-is-langzamer-dan-de-snelheid-test/...

 

After the visit of the technician and being charged 65 euros, there is no major improvement in stability or increase of the internet speed. As it was mentioned before the subscription suggests download and upload speeds of 300mbps and 30mbps respectively. I'd expect to have at least 5-10 mb/s of download speed which is not the case at all - the download speed varies between 0.5-1 mb/s, which is very frustrating taking into account the amount of money I pay for the Ziggo "services".

 

The noise in the signals was not reduced after the replacement of the AOP and factory reset of the modem.

 

Is there any possible solution to start receiving the appropriate speed? 

@tobiastheebe and @Erik P  

 

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Ashenbrenner
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Hey @Monica 

 

This time the technician was a good specialist who was able to determine what's the problem. He concluded that a cable that is coming to my apartment is damaged and requires reparation. For this access to the neighbours is required as the cable is coming inside of the house through their apartment.

 

Unfortunately, the neighbours did not want to cooperate so the only solution is to bring the cable from outside which requires approval from the municipality and will probably take another month or two. Already spent too much time and money trying to fix this issue.

 

As the first Ziggo's technician was not able to determine the problem and I was charged 65eur for nothing, the aftertaste of working with Ziggo brought me to the conclusion that I'd like to stop my subscription with this company.

 

Thanks for the help here on the forum, though! 

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tobiastheebe
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You should not have been charged for the technician appointment.

 

Just to be sure, could you post a new picture of the AOP and current downstream/upstream data?

Ashenbrenner
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Dag @tobiastheebe 

 

Thanks for the swift reaction. Here's what I received via e-mail:

 

"Beste mevrouw, meneer Biriukov,

Onze monteur is op 02-11-2021 bij u geweest. En hij heeft toen materiaal geïnstalleerd. Met deze e-mail bevestigen we de service en garantie die u van ons mag verwachten. Bewaar hem daarom goed.

 AantalSubtotaal
Werkzaamheden aan kabels, stekkers of apparatuur1€ 50
Extra Service 15 minuten arbeid1€ 15

 

Totaal € 65


De kosten zetten we gewoon op uw maandelijkse factuur."

 

In the attachments, you can find the new AOP port and the down-/upstream data.

tobiastheebe
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Clearly the noise ingress (DVB-T/4G interference) problems have not been resolved. The technician should have checked this before leaving.

 

A specialized technician will most likely be required to perform more extensive on-site signal diagnostics.

 

I have notified the moderators about this topic, they will reply within 24 hours.

Ashenbrenner
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Thanks @tobiastheebe, I have contacted Ziggo with an objection to the amount they are deducting for the previous appointment. In my vision, as the problem wasn't resolved by the technician it doesn't make sense to give away money, in the end, it is not a charity.

 

 

 

Jamyla
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@Ashenbrenner

 

The reason our engineer has charged the costs, is because he couldn't resolve the problem. The engineer has explained that the download speed of 300Mbps, is not reachable when you are currently downloading or streaming. This can cause significant drops in the speed.

While testing the speed without any open dowloads or streams, the speed of 300Mbps was reached by our engineer.

 

So please, can you explain me how you'd experience the speed without any open files?

Ashenbrenner
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Dear @Jamyla 

 

If the technician wasn't able to resolve the problem, then no money should have been charged..

 

The speed tests indeed show the appropriate results:
https://ziggobeta.speedtestcustom.com/result/4a26e070-34cb-11ec-941b-8796eb3e5efd

 

Therefore the actual download speed (both through cable connection and wifi) is not higher than 8Mbps, which is almost 40 times lower than the speed mentioned in the subscription. This speed is shown while downloading files through the browser, game clients, and connecting a gaming console to the modem directly.

 

The stability of the connection is not stable as well - the internet is freezing for several seconds occasionally.

 

As it was mentioned before by @tobiastheebe the data from ziggo box shows that there are some disturbances, which might cause those problems. On the other hand, the technician only run speed tests and made a factory reset of the modem, but did not say anything about the downstream and upstream values in the data I showed him. He only said that RxMER (dB) values are in range and are ok. 

 

Unfortunately, I don't have knowledge of which values represent what, so I was not able to do anything but accept this answer.

tobiastheebe
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Download/upload speed tests are snapshots and do not represent speed/stability over longer periods of time.

 

Signal problems, as clearly shown by the modem, have a massive impact on the speed/stability of the internet connection. While DS/US power and DS MER levels are OK, the excessive amounts of (un)correctable codewords are indicative of severe interference. The deviated US frequencies indicate a noise problem as well. The modem has not locked onto any DS channels that overlap with 4G/5G downlink frequencies (32 DS channels are available, 24 of which the modem locks onto), otherwise the speed/stability problems would be even worse.

 

The interference problem has not been resolved and will require a network technician for further investigation.

Jiri
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@Ashenbrenner You're totaly right. When the mechanic doesn't solve the problem, he may not charge you any costs. In this case he tested the speed and said there wassn't a problem with the speed. My collegue should have explained that right to you. sorry for that.

He has changed mutiple things on the inhome installation. That's the reason he charged you. It's such a shame the problem is still there.

I've checked the signal and conclude the same as @tobiastheebe
There is still a frequency who gets disturbed. I've made a new appointment. The mechanic will come over on 17-11-2021 between 8.00 & 13.00 to solve the problem. Let's wait till this mechanic solved teh problem. After that we can check if the costs are justified or not. 

If the appoinment doesn't suit you, you can change it in Mijn Ziggo.

Ashenbrenner
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@Jiri , thanks for cooperation! I hope this time the problem will be resolved. I'll let you know after the appointment.

Monica
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Hey @Ashenbrenner. The mechanic visited you yesterday, so I'm curious how it went. Can you tell us more about that?

Ashenbrenner
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Hey @Monica 

 

This time the technician was a good specialist who was able to determine what's the problem. He concluded that a cable that is coming to my apartment is damaged and requires reparation. For this access to the neighbours is required as the cable is coming inside of the house through their apartment.

 

Unfortunately, the neighbours did not want to cooperate so the only solution is to bring the cable from outside which requires approval from the municipality and will probably take another month or two. Already spent too much time and money trying to fix this issue.

 

As the first Ziggo's technician was not able to determine the problem and I was charged 65eur for nothing, the aftertaste of working with Ziggo brought me to the conclusion that I'd like to stop my subscription with this company.

 

Thanks for the help here on the forum, though! 

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Maud
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@Ashenbrenner, Too bad the neighbors didn't want to cooperate to  solve the problem. I see that you already cancelled your subscription by transferring to another company! If we can do anything else for you, please let us know!  

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