PFeiner
Gedreven Meedenker
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Internet & Wifi drops frequently (modem reset)

Good afternoon Ziggo community,

I really hoped I would be able to sort this out together with Ziggo but it seems that no solution has been found yet.
The issues started probably over 6 months ago where the modem resets itself. I have read through a couple other posts here so it definitely seems to be a frequently occurring issue. The problem is, I have had 4 mechanics at my place already and none could help me further. The splitter has been replaced as well as the modem itself. About 4 weeks ago when the 3rd mechanic was here he mentioned the issue was from the Ziggo box outside in the street. I came back from Vacation and there was no change even though the ticket was closed.
I had a mechanic at my place just this Monday who did another test and said the issue is 100% not from inside the home (which I want to believe but who knows). He also mentioned that the ziggo team was working on the issue again outside at the ziggo box. and I saw it was re-opened multiple times.

The problem now though is that the issue has been closed yesterday as you can see in the Storing screenshot attached, but just today my modem reset itself at least 4 times between 12pm and now, which is highly frustrating considering that this has been going on for so long and I am still working from home.

I have also attached the screenshots for the modem readings of Downstream and Upstream + a picture of the splitter where you can see the Green ziggo cable. The only thing I am not aware of is where the actual entrance into the house is, but the technicians also never asked for this.

Does anyone have any idea on other options here because it does not seem like Ziggo is putting much effort and I am seriously considering switching to a different provider, even though I would lose about 200mbit 😞




38 Reacties 38
tobiastheebe
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Frequent/repetitive T3 timeouts are almost certainly the direct culprit. Overall downstream signal is noisy (correctable RS errors rapidly increasing) and is likely responsible for the T3 timeouts. Further investigation by a moderator is required.

 

A moderator (Ziggo employee) will visit this topic within 1-2 days.

Could you fill out your address details on this page? These are visible to moderators only.

PFeiner
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Gedreven Meedenker
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Thanks a lot for the quick answer!

I have also experienced T4 timeout drops on Tuesday or Wednesday but T3 is definitely the more frequent one. When the mechanic was here on Monday I showed him a similar screenshot (which of course is not available anymore due to the large amount of router resets I have had) but he said the issue was due to the network box from the street, but now that the issue has been "resolved" I have no clue where the issue could come from...

I already have my address on the page thanks!

tobiastheebe
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While repetitive T3 timeouts cause noticeable packet loss and jitter, T4 timeouts (and 16 consecutive T3 timeouts) will result in a full cable interface reset and a 5-10 minute internet connection outage, in case of the Connect Box.

 

In general, the modem is experiencing major difficulty in communicating with the CMTS.

PFeiner
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Gedreven Meedenker
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Yeah that is also what the technician mentioned on Monday.

I was in contact with the ziggo customer support and they recommended to send another technician over and it is planned for Monday.

Let's see what they can find because the ticket that was mentioned in the storing report has apparently been closed.

tobiastheebe
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A moderator will be able to perform a more extensive remote signal analysis and will reply to this topic soon.

PFeiner
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Gedreven Meedenker
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Oh alright! I shall await their reply then, thanks again @tobiastheebe 

Rikst
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Hi @PFeiner,  
Sorry to hear that you are still facing these issues with the internet connection. I see a mechanic is planned for this afternoon. Can you please give us an update after his visit?

PFeiner
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Gedreven Meedenker
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Hi @Rikst , thanks for the reply!
I had about 6 more router restarts yesterday so I really hope the mechanic can help solve the issue.

And of course will keep you posted on the results!

PFeiner
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Gedreven Meedenker
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Hi @Rikst , so the mechanic came by today but he really couldn't do anything. He was on the line with a Ziggo network engineer for about 20 minutes who apparently also could not really find much either except that he saw just how many times my internet has been dropping due to bad signal etc.

All they could do was create a ticket for a mechanic to check the outside box for any interference or whatever.

I found this thread of which I read through all the 10 pages and seeing what these other customers went through I can relate to 100%. Maybe it can help to communicate this to the mechanic that will carry out the inspection.
https://community.ziggo.nl/t5/Internet/Internet-valt-geregeld-weg-Ook-bij-buren/td-p/797764

Paul
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@PFeiner Thanks for your update after the visit from our mechanic! I've checked his report and I noticed he raised a network ticket for our netwerkdepartment to further investigate the matter. I also started an advanced measurement on the connection for the ongoing investigation via the raised ticket. As soon as I have an updated in regards to the raised network ticket I will inform you. 

PFeiner
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Gedreven Meedenker
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Hi @Paul , I appreciate your reply and look forward to any outcome that may come from the analysis + the actual ticket itself.

Paul
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@PFeiner You're welcome. I'll let you know as soon as I have more information in regards to the ticket and the follow up. 

 

PFeiner
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Gedreven Meedenker
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I really hope this gets done soon @Paul . Have had the router reset (which of course means the internet drops) at least 7 times today... Here the info from the last drop

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked37.3569019947153
2Locked37.6368941883656
3Locked37.6368941868166
4Locked37.6368941876337
5Locked37.3568941861342
6Locked37.6368941771246
7Locked37.6368941858441
8Locked37.3568941835941
9Locked37.3568941954140
10Locked37.3568941939150
11Locked37.3568941682246
12Locked37.3568941974038
13Locked37.3568737581030
14Locked37.3568942038932
15Locked37.3568942124541
16Locked37.3568942142135
17Locked37.3568942191936
18Locked37.6368942246749
19Locked37.6368942161247
20Locked37.3568941942937
21Locked37.3568942024940
22Locked37.3568942219332
23Locked37.3568942236125
24Locked37.3568942256451

 

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

150900000455.12064qam8

 

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

12.0009360

 

Time Priority Description

28-09-2021 16:03:27criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:02:47noticeGUI Login Status - Login Sucess from LAN interface; client ip=[192.168.178.241];CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:02:27criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:01:59criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:01:57criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:01:57criticalRanging Request Retries exhausted;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:01:57criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:01:57criticalRanging Request Retries exhausted;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:01:57criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:01:57criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:01:57criticalRanging Request Retries exhausted;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:01:57criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:01:57criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:01:57criticalRanging Request Retries exhausted;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
28-09-2021 16:01:56criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
tobiastheebe
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Upstream is almost non-existent. Only one locked channel (should be 6) and extremely high amount of T3 timeouts, combined with T4 timeouts.

PFeiner
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Gedreven Meedenker
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You are right @tobiastheebe , I believe I took this information a little too shortly after the reset which I believe then sometimes only shows one channel.

This is more recent but looks wayyy worse now 😮

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

12.0001760
22.000946138
32.000948127
42.000937126
52.0009380
62.000946127
tobiastheebe
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Correct, channel bonding (multiple channels being locked) will occur immediately after the primary ranged channel has been locked onto. To be honest, I've never seen this many accumulated T3/T4 timeouts. The technician probably determined that MER/CER levels are at critical levels.

PFeiner
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Gedreven Meedenker
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Thanks for the knowledge @tobiastheebe 🙂

I am not sure he knew about that as I showed him similar values from a screenshot. Hopefully the monitoring team and mechanic who checks out the box outside will see that these are quite critical levels as you said.

Paul
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@tobiastheebe Thank you very much for your input. 

@PFeiner This problem is still under investigation by our network department. My colleagues are monitoring this segment of our network to pinpoint the problem. We will inform you as soon as we have an update for you. 

PFeiner
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Gedreven Meedenker
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Hi there @Paul , I just wanted to ask if there has been an update already.
I did see there was an official storing that was being worked on in the Neighbourhood which I  believe was resolved on Friday. I actually had a good weekend with internet where I only experienced one router reset on Friday night around 12:30am when I was already going to bed.
But today the resets started again about 20 minutes ago which was highly frustrating as I was once again in a call that dropped. Since then the router has reset itself two more times...

What is still annoying is that the upstream errors reset to 0 but I have seen T3 errors go up to around 330 earlier.
Another weird thing is that now the downstream errors pre and post and quite high, then again I am not an expert so cannot really conclude what the issue is here. Maybe @tobiastheebe you have an idea?

PFeiner_0-1633344738674.pngPFeiner_1-1633344760603.pngPFeiner_2-1633344783407.png

 

 

Time              Priority         Description

04-10-2021 12:49:36noticeIllegal - Dropped FORWARD packet: src=2a02:26f0:00f4:0000:0000:0000:5f65:4e3b MAC=17:10:93:DB:9C:86;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:47:04noticeTR069 start;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:47:03noticeIllegal - Dropped FORWARD packet: src=192.168.178.171 MAC=44:09:B8:12:3D:D4;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:46:40criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:46:34noticeIllegal - Dropped FORWARD packet: src=2001:0730:2000:0002:0000:0000:0000:0031 MAC=17:10:93:DB:9C:86;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:46:29noticeREGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:46:21noticeTLV-11 - unrecognized OID;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:46:18noticeIllegal - Dropped FORWARD packet: src=192.168.178.171 MAC=44:09:B8:12:3D:D4;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:46:17warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:46:12noticeIllegal - Dropped FORWARD packet: src=192.168.178.171 MAC=44:09:B8:12:3D:D4;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:45:38noticeTR069 stop ;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:45:24criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:44:54noticeGUI Login Status - Login Sucess from LAN interface; client ip=[192.168.178.241];CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:44:53criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:44:53noticeIllegal - Dropped FORWARD packet: src=192.168.178.241 MAC=30:9C:23:27:C9:67;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:44:24criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:43:58noticeTR069 start;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:43:57noticeIllegal - Dropped FORWARD packet: src=192.168.178.241 MAC=30:9C:23:27:C9:67;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:43:54criticalNo Ranging Response received - T3 time-out;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 12:43:54criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;
04-10-2021 08:51:33warning[68:02:B8:88:E7:7D][DFS] Radar signal detected, DFS sequence applied, channel changed from 100 to 44
03-10-2021 02:20:49warning[68:02:B8:88:E7:7D][DFS] Radar signal detected, DFS sequence applied, channel changed from 116 to 44
29-09-2021 16:28:52warning[68:02:B8:88:E7:7D][DFS] Radar signal detected, DFS sequence applied, channel changed from 100 to 44
29-09-2021 15:10:25warning[68:02:B8:88:E7:7D][DFS] Radar signal detected, DFS sequence applied, channel changed from 100 to 44
29-09-2021 06:20:23warning[68:02:B8:88:E7:7D][DFS] Radar signal detected, DFS sequence applied, channel changed from 100 to 44
28-09-2021 23:14:51warning[68:02:B8:88:E7:7D][DFS] Radar signal detected, DFS sequence applied, channel changed from 100 to 48

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