PFeiner

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Internet & Wifi drops frequently (modem reset) part 2

Hello again Ziggo and team,

As you may remember, I have had (and still have) issues with my internet connection. To refresh the memory this is the old thread.

The last couple of weeks the internet was alright with a drop here and there (also because I was working a bit more from the office). But this weekend and especially today I have had many router resets again, I believe today there were around 5 router resets so far.

 

What is weird is that the network log is empty again and up and downstream errors are nowhere near as bad as they used to be...

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tobiastheebe
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The OFDM channel exhibits too much noise, uncorrectable errors should be 0. This noise is likely responsible for the large amount of T3 timeouts. MER strangely indicates 0 dB.

 

The OFDM channel requires greater signal quality and stability and is present if Internet Giga is available in the area, therefore you might have had little or no issues up to recently, before the OFDM channel was locked. Your previous modem should not have been replaced with the SmartWifi modem Giga (referring to the previous topic).

PFeiner
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Thanks for the quick answer @tobiastheebe , since I am not the most IT experienced person, what does this mean? 
Was there a change In the OFDM settings? Do I need a different modem? 

tobiastheebe
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When you received the modem in October '21, the OFDM channel was likely not yet available/locked. You would need a SmartWifi modem 'non-Giga', which only locks the regular SC-QAM channels (24 instead of 32).

 

I have notified the moderators.

Paul
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Goodmorning  @PFeiner,

 

We remember your old thread on the Community .  Too bad that you're experiencing problems with the connection since this weekend.Due to the fact this problem has been going on for some time, I have presented it to our network specialists to determine the correct follow-up action. I'll inform you as soon as I have an update in regards to this problem form my colleagues from the netwerokdepartment. 

PFeiner
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Hi @Paul , as Tobias mentioned above, there now seems to be an issue because of the mismatch between my connection and the giganet router that I was sent after discussion with customer support a while back. Also after speaking to a colleague who has some networking experience he mentioned that most likely a solution could be to use the actual router that is made for my subscription, or on the other hand upgrade to a giganet subscription.

 

Just to add: Today between 11:00 and 13:30 I could basically not use the internet at all and had to use my phone hotspot as I am working from home

tobiastheebe
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Upgrading to Internet Giga is not a good idea. Either the noise on the OFDM channel must be resolved, or a non-DOCSIS 3.1 modem is required.

Paul
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@PFeiner I suggest we wait for the ongoing investigation in regards to the signal (SC-QAM & OFDM) and feedback from the network specialists before jumping straight to a conclusion. Depending on the outcome of the investigation and feedback from the specialists, we can determine the right next steps.

Paul
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@PFeiner Due to both my findings and those of the network department in regards to the dips on the US SNR and US CER, a request has been made to network maintenance to identify and fix the problem with the signal in the area.  As soon as I know more I will of course let you know.

PFeiner
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Hi there @Paul , was just wondering if there has already been an update?
I was on a business trip the whole of last week but got back on Saturday and on Saturday evening I had about 3 drops of signal (router resets) so I wanted to check with you if there are any results of the signal testing yet.

Lotte
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Hi @PFeiner, unfortunatly not. We hope that we can bring you some good news at the end of this week. 

PFeiner
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Hi @Lotte, I was hoping to receive some good news but yesterday and especially today the internet has been dropping a lot. Today it was at least 3 router resets and we are just half way through the day, very very frustrating.... This issue has been ongoing for far too long!

Mark
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Hi PFeiner, we've asked our colleagues what the status is of the various issues in your area.

 

It seems there are a handful of customers causing upstream noise in the network, most of them have been visited by a mechanic that fixed the issue. But there are still a couple of customers who we haven't been able to reach yet. We will continue these efforts.

There is also some damage to one of the cables which is scheduled to be repaired by our contractor.

 

Unfortunately this takes time. I can't give you an indication when the issues will be resolved because we're dependant on the customers availability.

PFeiner
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Hi @Mark , thanks for the detailed insights into the issues, definitely shows that there are quite some issues. It has been going better the last few days until today though...
While working from home the router reset at least once every hour since 1pm which is quite annoying.

But I guess this might still be related to the upstream noise from other customers, the cable or having the wrong router for my area/connection.

PFeiner
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Hi there @Mark wanted to check in if there have been any updates from your side?

Generally from my side I have noticed there have been less drops, but what is very weird is that the last 2 Sundays and today (also Sunday) the connection has not been stable at all, meaning there were about 3-4 resets at least which is very annoying when wanting to play some games or stream some sports...

Alex
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Hi @PFeiner,

 

I'm glad to hear your general experience is a bit better, but the weekends should be good too ofcourse. I asked my collegue for a recent update regarding the issues in your area. I hope to hear from them soon. 

Paul
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@PFeiner  We have received feedback from our network specialists. The problems with the upstream in the district have now been resolved. We are curious what your own findings are with regard to the connection? In case the problem still persist. If you still experience problems, I can arrange an individual network technician via our network department.

PFeiner
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Hi @Paul , thanks for the update! So far it has been quite stable with 1 or 2 drops in the past week. Will keep monitoring it and fingers crossed it stays stable tomorrow, as for whatever reason Sunday is always the "bad" day. Thanks again for keeping me in the loop

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