mdemettre

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Internet connection drops out (Partial Service (US+DS))

Hi,

I had some trouble with my internet last month and started a topic. 

https://community.ziggo.nl/t5/Archief/Internet-connection-drops-out-Partial-Service-US-only/m-p/7158...

 

An engineer came out and it seemed to be resolved for a while.

However, for the past 2 weeks the probelm has started again.

The ConnectBox now shows "Partial Service (US+DS)" .

 

mdemettre_0-1613732418414.png

 

Network Log

Time Priority Description
19/02/2021 11:42:35 Warning! RCS Partial Service;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:42:34 notice LAN login Success;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:41:40 Warning! RCS Partial Service;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:41:39 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:41:32 Warning! RCS Partial Service;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:41:32 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:40:58 Warning! RCS Partial Service;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:40:57 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:39:46 Warning! RCS Partial Service;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:39:46 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:39:41 Warning! RCS Partial Service;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:39:39 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:38:26 Warning! RCS Partial Service;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:38:26 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:35:34 Warning! RCS Partial Service;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:35:34 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:35:29 Warning! RCS Partial Service;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:35:28 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:33:42 Warning! RCS Partial Service;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;
19/02/2021 11:33:41 Warning! Lost MDD Timeout;CM-MAC=18:35:d1:a8:6b:33;CMTS-MAC=00:01:5c:b3:b6:72;CM-QOS=1.1;CM-VER=3.0;

 

Any help would be appreciated. Thanks in advance!

 

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Paul
Community Moderator
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Good afternoon @mdemettre and welcome to our Community,
 

Too bad that you are having difficulties in regards to the internetconnection! I've checked the connection between the modem and our network and I noticed that there is interference on both the up and downstream channels. Due to the signalproblem on our network your modem will possibly lose it's connection. This also clarifies the Partial US+DS drop notifications in the modemlog. 

To resolve the problem I have planned an appointment with a network engineer on the 26th of February between 08:00 and 13:00. In case this date doesn't suit you, you are able to reschedule the appointment via Mijn Ziggo > Mijn Gegevens > Mijn Monteursafspraken. Please let us know what your findings are after the visit from our networkengineer. 

I wish you a nice day!

Kind regards,
Paul 

Bekijk in context

Paul
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Good afternoon @mdemettre,

It look like the engineer has resolved the problem with the signal on the 26th of February. I also that he  has charged a fee of € 50,- which in my opinion is not justified.

Due to the fact that there was a problem with our connection and thus falls under our responsibility. I will deduct the costs of € 50,- from the invoice.

I am very curious if everything completely works as desired. Do you let us know what your findings are?
Thanks in advantage for your reply.

Kind regards,

 

Paul 

Bekijk in context

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tobiastheebe

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Could you post one or more pictures of your AOP (main wall outlet located in utility closet or living room), splitter(s), signal amplifier (if applicable) and cables?

Additionally, could you post your modem’s downstream/upstream data?

mdemettre
Topicstarter
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Good morning,

I'm not sure I know where the AOP is but here is a photo of the only thing in the utility closet I can see.

 

 

IMG_20210222_100602.jpg

 

 

IMG_20210222_100648.jpg

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

There are my upstream/downstream logs.

https://docs.google.com/document/d/1uVAQ8Z3w9E9l8M6jyuYu9uuJfrlyO9kS8SQQn0wOkiY/edit?usp=sharing

 

Thank you

Bert

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Something goes wrong here, your upstream is much too high, which means that your modem cannot reach Ziggo due to too much resistance in between.

The value must be below 49. Is there a green cable coming in somewhere in the house?

 

The modem must be connected as close as possible to the first place where Ziggo enters your house, after a splitter and not after a splitter and then again behind a wall socket. That creates too much resistance.

mdemettre
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Oh strange. This is where the technician installed the modem.

It's been like this for nearly 2 years. Only for the past 2 months it has started causing some problems. 

I don't think there is another place with a green cable (at least, I don't know it).

Paul
Community Moderator
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Good afternoon @mdemettre and welcome to our Community,
 

Too bad that you are having difficulties in regards to the internetconnection! I've checked the connection between the modem and our network and I noticed that there is interference on both the up and downstream channels. Due to the signalproblem on our network your modem will possibly lose it's connection. This also clarifies the Partial US+DS drop notifications in the modemlog. 

To resolve the problem I have planned an appointment with a network engineer on the 26th of February between 08:00 and 13:00. In case this date doesn't suit you, you are able to reschedule the appointment via Mijn Ziggo > Mijn Gegevens > Mijn Monteursafspraken. Please let us know what your findings are after the visit from our networkengineer. 

I wish you a nice day!

Kind regards,
Paul 

Paul
Community Moderator
Community Moderator
  • 19178Posts
  • 1373Oplossingen
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Good afternoon @mdemettre,

It look like the engineer has resolved the problem with the signal on the 26th of February. I also that he  has charged a fee of € 50,- which in my opinion is not justified.

Due to the fact that there was a problem with our connection and thus falls under our responsibility. I will deduct the costs of € 50,- from the invoice.

I am very curious if everything completely works as desired. Do you let us know what your findings are?
Thanks in advantage for your reply.

Kind regards,

 

Paul 

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