Internet down with the error: "No RF signal detected"

[PDLROY]

Hi,

Every day I'm getting my internet disconnected (the pattern seems to be late in the evening 23:00 - 0:00).

Usually, it disconnects and then gets back to normal again without any action from my side.

Yesterday I was able to log in at the Modem status page and found the error message from the Internet status: "No RF signal detected".

With the Connectbox Giga modem flashing in white and later, it turned from flashing white to a red still light.

I tried to restart the modem but had no effect at the time. Only this morning, without any further action, the internet was back again.

This is SUPER annoying because it keeps me disconnecting during this time every day.

Tried to call Ziggo Klantenservice but they suggested me asking here.

Can anyone help, please?

I'm using the Ziggo Connectbox Giga in Modem mode and I don't think my Netgear router is the problem.

Thanks.

[Marijn-]

@PDLROY Since the problem seems to be getting worse I've scheduled an appointment with a technician for you for tomorrow Friday 23 July between 12:00 and 18:00. If this time doesn't suit you, please reschedule it through MijnZiggo. Hopefully we can get your connection more stable this way! 

[PDLROY]

Yesterday I tried this suggestion:

https://community.ziggo.nl/t5/Internet/connect-box-springt-op-willekeurige-moment-voor-lange-tijd-op...

I'm still monitoring but it seems this solved the constant disconnections. I will monitor for the day and possibly cancel the technician visit for tomorrow if solved.

[tobiastheebe]

That was one of the reasons why I asked you to connect the modem directly to the AOP. I do hope it resolves the problem.

[PDLROY]

Hi @tobiastheebe , thanks for that. It was not clear for me what you meant by connecting the modem directly to the AOP. This was always connected. The difference is that I removed the plastic part and so far so good. But still, what a poor service/quality Ziggo is delivering to its customers.

[tobiastheebe · Accepted solution]

I realize I might not have been totally clear, sorry about that. By 'connecting directly to the AOP', I meant connecting directly to the wall socket, bypassing the splitter. Your wall socket was upgraded internally, but its outer frame is not compatible with the POA-01-B's plastic shell. In such cases, this plastic shell should always be removed to ensure proper contact between splitter and socket.

[Marijn-]

@PDLROY A shame to read you haven't been satisfied with our service 😞 Hopefully things will only be more positive from this point onward. The plastic shell surrounding the splitter can indeed cause some nasty problems, I hope that by removing it your disconnects don't return. Please let us know what your findings are! 

[PDLROY · Accepted solution]

Hi @Marijn- thanks for that.

It seems this specific issue now is solved after removing the plastic part.
Can you please cancel the technician visit today? Thanks

[Cecilia]

Hi @PDLROY, goodmorning!

I see the appointment is already cancelled by you via My Ziggo. Thankyou! 🙂