Internet Giga + UCG Fiber = not always stable

[Zorglubxx]

I have Ziggo Internet Giga with the Sagemcom modem in bridge mode.

I used to have a Draytek router and my Internet connection was very stable. However since Ziggo upgraded to 1100 Mbps I decided to also upgrade to a Unify Cloud Gateway Fiber. When it works, which is most of the time, it's a nice setup and very fast. I can almost max the 1100 Mbps.

However once every couple of weeks, I loose internet connectivity.

- The modem light is green so it thinks it is online

- I can access the web page of the modem from my LAN, so there is connectivity inside the house right up to the modem.

- I've tried rebooting the UCG, no change

- Then I reboot the Sagemcom modem and it'll start working again

Anyone has a similar setup?

[tobiastheebe]

Have you tried connecting the router to a different port on the modem (2.5 GbE occasionally exhibits compatibility/stability issues) and/or swapping the UTP cable? I am curious about what the router's WAN interface and event log indicate when the outage occurs.

[Jesse]

Good afternoon @Zorglubxx,

Great to hear that your connection used to be very stable — it's unfortunate that this no longer seems to be the case and that you're now losing connection every few weeks. I saw that @tobiastheebe made a helpful suggestion. I'm also happy to check what’s going on with your connection and how we can fix it.

I’ve checked your Ziggo modem. The coaxial signal entering the modem via the cable appears stable, but I did notice a few things I’d like to investigate further to determine if they’re affecting your connection.

I've initiated a modem session to monitor your modem and connection more accurately. Could you please write down the dates and times when issues occur, along with a brief note about the problem you experienced? This will help us compare it to the data we collect.

Just to be sure, could you please upload a few photos in this topic showing how the Ziggo modem is connected to the entry point? Ideally with the main connection (wall socket), the coaxial cable(s), and any splitter(s) clearly visible. That way, I can get a complete picture of the setup and double-check whether everything is still up-to-date in terms of the installation.

[Zorglubxx]

Thanks both for your suggestions.

It just happened again right now around 18:52 +/- 5 mins (I have an external probe that pings from the outside every 5 mins).

This time I decided to try something new: I unplugged the coax cable from the box and plugged it in again and then the internet connectivity came back. I will try this again next time to verify.

So far this seems to point more and more towards the Sagemcom modem. The UCG does not show very useful information:

--

Your primary internet Ziggo was disconnected and has been restored multiple times in last 24h. If this persists, please try restarting your ISP Modem.
Today at 19:16

Primary internet is experiencing packet loss. Please restart the modem or contact the ISP if this persists.
Today at 19:13

--

Looking at the logs, it does display these errors once or twice a day on average.

I am uploading a photo (sorry if it doesnt look cleaner). The green cable just comes out of the floor. The last time a Ziggo engineer was over he said it could be better but it would be hard to track it down how it gets to the street..... it's an old house indeed.

[tobiastheebe]

The AOP (btv 01-SET) and IEC/F green/red cable to the modem are up-to-date.

When the outage reoccurs, could you log in to the modem's web interface at 192.168.100.1 and post the data displayed on the Downstream, Upstream and Network Log tabs on the Advanced settings → Tools → Network status page, without reconnecting the coax cable first?

[Dennis]

To add a bit more context to the situation. I checked my colleagues his modem session. And truth be told, nothing pops out. 

Connection is stable and I see nothing that concerns me. Neither up- or download. I am also very curious about the results during an outage. Please let us know what happens in that case @Zorglubxx.

[Zorglubxx]

Will post the logs if it happens again (should have thought of that). Thank you. 

[Zorglubxx]

Good morning, it just happened again right now, from around 10:30am 21/04. I am attaching all the screens from advanced settings screen. At around 11:15 I unplugged the coax cable and plugged it in again and right away the internet started working again.

The only difference I see in the logs from before/after is in the download screen. Before there are some channels that seem to have a negative value.

Upstream seems to be the same.

In the network log you can see when I unplugged the coax cable and then it seems to download a new profile and that makes it work.

Hope you can find something!

[tobiastheebe]

The OFDM channel (D3.1 downstream) appears to be unreliable, FEC lock loss occurred on profile ID 1-3 prior to the outage. I am unsure whether this is related. Uncorrectables should normally remain at 0, but usually occur on all channels when reconnecting the coax cable without powering off the modem first. The OFDMA (D3.1 upstream) appear to be suboptimal also, judging by the T3 timeout and CID 25 falling back from IUC 9 to 12. Nothing else stands out. I recommend to have a moderator determine the course of action. I suggest a new technician appointment or a modem swap.

[Dennis]

Too bad the issue has resurfaced so quickly. As the signal still doesn't really pop out to me, including of course @tobiastheebe his analyses. 

The next step is to schedule a mechanic. If it is a modem issue, he will be able to provide you with a new one on the spot. Schedule the mechanic by using this form. 

Please add Tobias his comment at Bijzonderheden "Het OFDM-kanaal (D3.1 downstream) lijkt onbetrouwbaar te zijn. FEC-lockverlies trad op op profiel-ID 1-3 vóór de uitval. Ik weet niet zeker of dit hiermee te maken heeft. Onherstelbare fouten zouden normaal gesproken op 0 moeten blijven staan, maar treden meestal op alle kanalen op wanneer de coaxkabel opnieuw wordt aangesloten zonder eerst de modem uit te schakelen. De OFDMA (D3.1 upstream) lijkt ook niet optimaal te zijn, afgaande op de T3-time-out en CID 25 die terugvalt van IUC 9 naar 12." (I took the liberty to translate the comment to Dutch for you, our mechanics mostly speak English, it is more of a courtesy to him or her)

Please let me know how it goes after the appointment 🙂