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Jotapax

Gedreven Raadgever
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Internet not working - "access denied" in connect box

Good morning,

 

My internet has worked perfectly until this morning, I can connect to the modem by wifi or cable, but I have no internet access either way. The wifi light is on, but the connection light is blinking. When I access the status of my Connect Box, under "internet" it says "access denied".


Your website does not indicate any problems in my area. I have tried to unplug and restart the modem, but without success. My access point was checked and replaced by a Ziggo technician last summer, and has worked flawlessly until this morning, so I don't think this is the problem; but I attach a photo anyway.

 

Do you have any idea of what might be happening? Thank you in advance for your help!

 

PS: this is the information I get from the modem (note the network log dates reset to January 1970):

 

STATUS

 

 

Cable Modem Status

Item

Status

Comments

Acquired Downstream Channel (Hz)

666000000

Scanning

Ranged Upstream Channel (Hz)

Update in progress

 

Provisioning State

Offline

 

 

 

DOWNSTREAM

Downstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

SNR (dB)

Modulation

Channel ID

1

666000000

-2.2

38

256 qam

9

 

Downstream bonded channels

Channel

Locked Status

RxMER (dB)

Pre RS Errors

Post RS Errors

1

Locked

38.6

0

0

 

 

UPSTREAM

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

 

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

 

NETWORK

Network Log

Time

Priority

Description

01/01/1970 00:03:48

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:03:38

notice

LAN login Success;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:02:59

critical

No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:02:32

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:01:42

critical

No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:39:6

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:38:14

critical

No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:37:43

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:36:51

critical

No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:36:47

Warning!

Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:36:43

critical

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:36:21

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:35:23

critical

No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:34:48

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:33:55

critical

No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:33:27

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:32:33

critical

No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:32:3

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:31:14

critical

No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:30:45

critical

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

 

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Jotapax
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Gedreven Raadgever
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Update: the network technician came today. The problem was indeed a defective cable outside the building. Maybe it was damaged in the big storm we had just before the problem started. In any case, the defective part was replaced, and I now have 6 upstream channels with power 46-47 dBmV. So, it seems to have worked.

 

Thanks for your help in pinpointing the problem, it made things go efficiently! 

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Bert
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@Jotapax I see: 

Ranged Upstream Channel (Hz)

Update in progress

 

1970 is an indication that the modem had a reset and the right time is not yet received.

How is it now?

Jotapax
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Gedreven Raadgever
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Still the same. Is it normal for a reset/update to last a few hours?

Bert
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No absolutely not.

 

Can you post a picture here of the first place Ziggo enters your house with any splitters, amplifiers and modem in the picture?

Jotapax
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Gedreven Raadgever
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I put a photo of the access point in the original post (it's in the living room), but I put it here again. I had a splitter, but I removed it and it didn't solve the problem. The access point was replaced by a Ziggo technician last September.

Bert
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Oops, overlooked.

 

Perhaps one more thing will help.

Have you held down the rest button on the back for 30 seconds?

If there is no result, then it is Ziggo's turn.

tobiastheebe
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The modem is unable to complete initial ranging i.e. establish US connectivity to the CMTS.

 

A -2.2 dBmV DS power level at AOP is quite low, this should ideally be 4~6 dBmV.

Jotapax
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Gedreven Raadgever
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Sorry, I only got back now. I tried your suggestion and reset the connectbox; when it was back on, the problem was still there: same channels, messages etc. So, no luck 😞

 

Can you please refer the problem to Ziggo then? And thanks for the help so far. 

Jotapax
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Gedreven Raadgever
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Hello everyone,

 

I spoke with someone from Ziggo in the chat. Your comments were very useful, I could provide a lot of information already, which made us reach quickly to a possible solution. Today a technician came here, found that my ConnectBox was faulty (which we already suspected), and replaced it with a new one; the internet seems to be working well enough (and fast enough).

 

However, I have a question. Maybe something was lost in translation, but I believe that the technician said that the building cable might have problems and that I should keep an eye on it. After it, I went to my ConnectBox and only found one Upstream Channel. Is this normal?

 

Thank you, also for your previous replies!

 

Upstream bonded channels
ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID
157800000575.12064qam7

 

Upstream bonded channels
ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts
12.00000


tobiastheebe
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No, this is most certainly not normal. Since you are in a former UPC area (judging by the carrier frequency of the one locked channel), 6 ATDMA channels must be locked. The modem is currently operating in 'partial bonding' mode. Furthermore, the power level is completely out of spec due to excessive attenuation, this should be ~40 dBmV.

Jotapax
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Gedreven Raadgever
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Thanks. Indeed, the ConnectBox used to have 6 locked channels. Do you have any ideas of what I can try to correct this? Or is it something for a technician to check?

tobiastheebe
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Further investigation by a (network) technician is required, I too suspect a cable fault between AOP ('abonnee overname punt' = main/wall outlet) and EV ('eindversterker' = final amplifier).

Mariska
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Hi @Jotapax

I'm sorry you're still experiencing problems! I planned a new apointment on 31st May between 08.00 - 13.00 to fix this. Please let us know how it went. 🙂

Jotapax
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Gedreven Raadgever
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Thank you, this works for us! I'll post the result here.

Jotapax
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Gedreven Raadgever
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Update: the network technician came today. The problem was indeed a defective cable outside the building. Maybe it was damaged in the big storm we had just before the problem started. In any case, the defective part was replaced, and I now have 6 upstream channels with power 46-47 dBmV. So, it seems to have worked.

 

Thanks for your help in pinpointing the problem, it made things go efficiently! 

Jamyla
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Great @Jotapax

thanks for the update and enjoy our services 🙂

tobiastheebe
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Glad to read that the cable has been sucessfully repaired. While a required Tx power of 46~47 dBmV does not leave sufficient margin for installing a splitter, it is fine for directly connecting the modem.

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