PFeiner

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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 😞




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tobiastheebe

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I do not see any improvement. The logs still exhibits repetitive T3 timeouts. The T4 timeouts are responsible for the modem (cable interface) resets.

 

Since you are using a Compal Connect Box, the 'Pre-RS Errors' can usually be safely ignored, they indicate unerrored codewords. The 'Post-RS Errors' indicate correctable RS errors, these are increasing much too rapidly after such a short uptime.

 

The downstream noise is likely responsible for the T3/T4 timeouts and will need further investigation.

PFeiner
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Thanks for the explanation @tobiastheebe 🙂

Internet dropped again just now and an hour ago with a router reset of course...

Hoping @Paul will have some insights in regards to the measurements they were/are taking

Maud
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@PFeiner, They made a ticket and I asked how it's going, but they are still monitoring. So we have to wait a little more 😞 

PFeiner
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This is getting very frustrating... I had to wait about 20 minutes to even be able to make this post because the router just kept restarting and restarting.. Yesterday as well there were about 4 restarts throughout the day so it really seems like not much is happening from the outside. 
Are there no other clients in the neighborhood that are experiencing drops this frequently?

PFeiner_0-1633690595367.png

Time

Priority

Description

 

08-10-2021 12:51:47

warning

ToD request sent - No Response received;CM-MAC=68:02:b8:7d:65:98;CMTS-MAC=00:17:10:93:db:9c;CM-QOS=1.1;CM-VER=3.0;

08-10-2021 12:51:45

notice

Illegal - 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;

08-10-2021 12:51:14

notice

TR069 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;

08-10-2021 12:51:07

critical

Received 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;

08-10-2021 12:50:57

notice

GUI 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;

08-10-2021 12:50:56

critical

Received 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;

08-10-2021 12:50:40

notice

Illegal - 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;

08-10-2021 12:50:37

critical

Received 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;

08-10-2021 12:50:07

critical

Unicast 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;

08-10-2021 12:50:07

critical

Ranging 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;

08-10-2021 12:50:07

critical

Unicast 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;

08-10-2021 12:50:07

critical

Ranging 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;

08-10-2021 12:50:07

critical

Unicast 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;

08-10-2021 12:50:07

critical

Ranging 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;

08-10-2021 12:50:06

critical

Unicast 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;

08-10-2021 12:50:06

critical

Ranging 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;

08-10-2021 12:50:06

critical

No 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;

08-10-2021 12:50:04

notice

Illegal - Dropped FORWARD packet: src=2a00:1450:400e:080c:0000:0000:0000:200e 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;

08-10-2021 12:50:04

critical

No 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;

08-10-2021 12:50:02

notice

Illegal - Dropped FORWARD packet: src=2a00:1450:400e:0810:0000:0000:0000:2001 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;

 

Paul
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@PFeiner We understand this problem is very inconvenient! The problem is still under investigation by our networkdepartment due to the raised network ticket.Because I don't have access to the ticket myself, I asked for an update from the department that is processing it. As soon as I know more in regards to the progress in regards to this ticket I will inform you further. 

PFeiner
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Good afternoon  @Paul , just wanted to check if there has been any development with the network ticket?

An update from my side, last week Friday I believe my internet was literally out for about 1 hour as the modem just kept restarting itself. I got so frustrated so I got into the chat asking for financial compensation. Got a call and we agreed that the customer support manager would speak to the complaints department. On Tuesday I received a new gigabit router which apparently is stronger and less prone to interference. 
Generally it has gotten a bit better but I just had another router restart just now and one on Wednesday which is why I wanted to follow up.

tobiastheebe

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Did you receive a Connect Box Giga? A modem router which is gigabit-capable locks onto a larger number of downstream channels compared to the 'regular' Connect Box. However, it will lock onto the same noisy channels and the dropouts/resets will persist.

PFeiner
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Yes I did, apparently the compaints agent was thinking this could solve the issue.
But it seems like it was just temporary as I just experienced another drop...

What is also weird is that it doesn't show me a network log,

PFeiner_0-1634299089816.png

 

tobiastheebe

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The CBG firmware has a bug which prevents the log from being populated until the device is rebooted.

Paul
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@PFeiner The modemswap won't resolve the problem as stated by @tobiastheebe, so we have to wait for the fix in regards to the networkticket. I would like to tell you more about the progress of the open ticket, but I am still waiting for a new update from the department that is working on the networkticket. I have sent the colleagues of this department another message today asking if more is known. I'll let you know as soon as I have more information. I am very sorry for the inconvenience.

PFeiner
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Ohh alright, does this have to be a manual reboot then? Because when the internet drops the router does a reboot, or at least that is what the Compact box did, not so sure about the gigabit one 🤔

@Paul Thanks for the update, it's been quite a while that this network issue was raised though so I hope they get back with some information soon because as you said earlier this is highly frustrating..

tobiastheebe

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I don't know the exact details about the bug, I personally use a UBC1318ZG. I suspect a manual reboot (either from the web interface or by performing a power cycle) is indeed required.

KBX458

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A reboot from the GUI is most of the time sufficient. If not, pul the electrical wallplug out for a minute of so.

I did so a few minutes ago myself.

 

Rikst
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Hi @PFeiner

We are still monitoring the signal, but it looks much better then before. Do you still have outage? And if so, please let me know when that has happened so that I can still check our data. 

PFeiner
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Hi there @Rikst , you are right it definitely feels better than before although there have been some short outages. I was speaking to family last night around 6pm-7pm and noticed that the router reset itself twice. Luckily this was not a work call so it was not a big issue.
But overall it does feel better, I just logged in to my Admin panel and did notice though that there are still quite some T3 errors popping up as you can see below:

PFeiner_0-1635155456733.png

But as you said above, the issue is still being monitored so I will also keep paying attention to the connection and when it drops.

KBX458

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In the upstream there still are much too many T3 errors @Rikst .

Rikst
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Thanks for the update. As @KBX458 has mentioned, the T3 errors are too high. We had a look at the network, other modems are not showing these errors. Our proposal is to book a home mechanic, only I am not sure he will see the issue when he visits you since it is not there always. We will make sure he is informed about the situation. Please let me know if I can make an appointment for you. 

PFeiner
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Hi @Rikst , I am not sure a mechanic will solve anything as I've already had 5 mechanic visits in the last 6 months. The first 3 had no clue and just replaced coax cable and splitter etc. The last 2 at least recognized that the issue was not from my apartment but from the street/box outside. 
And as you said most probably the issue might not be there if he visits..

Rikst
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I understand you, @PFeiner, and indeed I can not guarantee that a mechanic will be able to find the issue. But from here, I am also nog able to solve it. I guess it is wise to keap your topic open this week. If you get any outage or you would change your mind, please inform us here. 

PFeiner
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Hi @Rikst , big outage today from around 9pm onwards. For the first time in quite a while the Connectbox giga actually reset itself and the flashing red light came on. Thought it was a one-off thing but the internet kept dropping until now frequently, which is why I am frustrated I had to make a post again...

Here the upstream from before the router just reset itself again, definitely not working as it should be with all those timeouts...

PFeiner_0-1635453574929.png

 

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