Inconsistent internet connection

[RuanA]

Good day everyone,

I have recently joined Ziggo and I have an internet only package for 300mb/s. We have been having issues with inconsistent internet connection where sometimes we are able to get the full speed and other times it goes down to below 10 mb/s. The router also seems to disconnect and reconnect quite often which would lead to breaks in the internet connection.

I am hoping someone might be able to assist with this?

The router is a white connect box router.

Where the green cable enters the apartment it goes into a 3-way splitter, and the router is plugged into one of the outputs in the study.

I do not have the tv splitter installed as we are only using the internet connection.

I have attached the up- and downstream values and the network log.

Thanks

[tobiastheebe]

Multiple signal problems are responsible for the speed and stability problems.

Downstream is too weak and exhibits significant noise. Upstream power is completely maxed out and 5 of 6 channels have been dropped as a consequence. Noise is present on the only channel as well. Downstream power should be at least -8 dBmV, upstream power should be at most 49 dBmV. Severe attenuation is occurring within the signal path.

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Where the green cable enters the apartment it goes into a 3-way splitter

This would mean that no AOP (main outlet) is installed, could you post one or more pictures? The modem should be installed at the demarcation point, not one of the other outlets inside the apartment.

[RuanA]

Thank you for the feedback. Please see attached photo of the input into the apartment

[RuanA]

Please also see the connection where the router connects to the wall

[tobiastheebe · Accepted solution]

As expected, no AOP is present. This requires a technician appointment.

A TRISZ-DG300 outlet must be installed on the green/main cable. Afterwards, the modem must be physically moved to the demarc and connected directly the AOP, leaving the (outdated) 3-way splitter disconnected.

A moderator (Ziggo employee) can schedule a technician appointment and will visit this topic within 2-3 days.

Please fill out your address details on this page, these are visible to moderators only.

[RuanA]

Thank you for the feedback. I have updated my address details and will then wait for an appointment to be scheduled.

[Mariska]

Hi @RuanA and welcome, 

It's great to read that Tobias has helped you so well. I have scheduled the appointment for next Tuesday March 22, he will come by between 08.00 and 13.00. Let us know how this went!

[RuanA]

UPDATE:

Hi All,

The Ziggo technician has just been by and installed a new box in the cupboard, please see photo. The router has also been moved to the cupboard. I have also attached the new up- and downstream values as well.

The speed so far seems to be good and consistent close to the router. In the study where I am sitting the speed is quite slow at between 10 - 20 mb/s however. The technician mentioned that we can request a range extender to be provided as part of being a new subscriber? He has also connected the ethernet ports to the router which seem to have an output in the study, so not sure if it would also work putting a wireless access point in the study and connecting it via the ethernet port to the router?

Thanks for the assistance

[tobiastheebe]

Downstream and upstream have significantly improved, but still exhibit noise. Since you are not using TV services, please connect the modem directly to the AOP using the green/red cable, omitting the POA-254 splitter.

You may want to consider renting a SmartWifi pod, which you could install in the study, connecting its ethernet port to the wall outlet using a UTP patch cable.

The gray UTP cables have not been terminated properly and may not be able to provide >100 Mbps speeds, especially when they are marked 'Cat 5' instead of 'Cat 5e' or higher.

[RuanA]

Hi Tobias,

I have taken out the splitter and the quality of the connection seems to have improved so thanks for that.

It seems that the cable might be a Cat 5e, however I am not able to read it clearly so will do a speedtest on that at a later point. If I connect the Smartwifi pod via the ethernet port on the wall in the study to the router, will it take that as the data input or still use the wifi signal as input?

Thanks

[tobiastheebe]

Upstream noise appears to have been resolved, however downstream noise persists, this appears to originate somewhere outside the apartment, likely between the AOP and EV (final amplifier).

@Bert Since you are using the SmartWifi pods, do you know if the ethernet interface can be used as the uplink? I mentioned this in my previous reply but am not certain if it is actually possible, and cannot find any info on it.

[Bert]

@tobiastheebe I use the pods in several ways:

My current connections in order: Modem -> UTP -> SmartWifi pod 1-> WiFi -> SmartWifi pod 2.

Laptop connected to Wi-Fi from the SmartWifi pod 1:

650+ Mbit/s download and 50+ Mbit/s upload.

Laptop connected to Wi-Fi from the SmartWifi pod 2:

350+ Mbit/s download and 50+ Mbit/s upload.

Laptop with UTP cable connected to SmartWifi pod 2:

450+ Mbit/s download and 50+ Mbit/s upload.

[RuanA]

Thank you all for the feedback. Will apply for a smartpod to strengthen the signal

[tobiastheebe]

Glad to help, do let us know if you have any further questions.