Internet valt sporadisch weg

[theorise]

Er zijn momenten dat alles al weken goed werkt, en dan valt het internet plotseling uit. Dit geldt voor zowel bekabelde als draadloze verbindingen. Ik wacht 10-60 minuten en het probleem lost zichzelf op zonder dat ik iets doe (behalve boos worden)

Wanneer ik mijn router via wifi ping, zie ik dat het niet alleen een probleem met de internetverbinding is, maar dat mijn hele router in bed lijkt te schijten. Hier is een voorbeeld van een ping naar mijn router:

Reply from 192.168.178.1: bytes=32 time=7ms TTL=64 
Reply from 192.168.178.1: bytes=32 time=5ms TTL=64 
Reply from 192.168.178.1: bytes=32 time=18ms TTL=64 
Reply from 192.168.178.1 : bytes=32 time=7ms TTL=64 
Request timed out. 
Request timed out. 
Request timed out. 
Request timed out. 
Request timed out. 
Reply from 192.168.178.50: Destination host unreachable. 
Request timed out. 
Reply from 192.168.178.50: Destination host unreachable. 
Request timed out. 
Request timed out. 
Request timed out. 
Request timed out. 
Request timed out. 
Reply from 192.168.178.50: Destination host unreachable. 
Request timed out.
Reply from 192.168.178.50: Destination host unreachable. 
Reply from 192.168.178.1: bytes=32 time=10ms TTL=64 
Reply from 192.168.178.1: bytes=32 time=3ms TTL=64 
Reply from 192.168.178.1: bytes=32 time=13ms TTL=64 
Reply from 192.168.178.1 : bytes=32 time=2ms TTL=64 
Reply from 192.168.178.1: bytes=32 time=2ms TTL=64 
Reply from 192.168.178.1: bytes=32 time=3ms TTL=64 
Reply from 192.168.178.1: bytes=32 time =3ms TTL=64 
Reply from 192.168.178.1: bytes=32 time=4ms TTL=64 
Reply from 192.168.178.1: bytes=32 time=2ms TTL=64 
Reply from 192.168.178.1: bytes=32 time=3ms TTL=64 
Reply from 192.168.178.1: bytes=32 time=3ms TTL=64 
Reply from 192.168.178.1: bytes=32 time=4ms TTL=64
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
General failure. 
Reply from 192.168.178.50: Destination host unreachable. 
Request timed out. 
Reply from 192.168.178.50: Destination host unreachable. 
Reply from 192.168.178.50: Destination host unreachable. 
Reply from 192.168.178.50: Destination host unreachable.
Reply from 192.168.178.50: Destination host unreachable. 
Reply from 192.168.178.50: Destination host unreachable. 
Reply from 192.168.178.1: bytes=32 time=10ms TTL=64

Any idea what's going on? It's not very helpful if this happens in the middle of work meetings.

[tobiastheebe]

Zou je een of meerdere foto’s willen plaatsen van AOP (hoofdaansluiting in meterkast of woonkamer) en kabels, plus splitter(s) en signaalversterker, voor zover van toepassing?

Zou je tevens de downstream/upstream/historie-gegevens van het modem willen plaatsen volgens deze instructies?

[theorise]

Hier zijn foto's van de hoofdverbinding. Ik heb eerder een soortgelijk probleem gehad waarbij je me een nieuwe splitter hebt, die het probleem voor een tijdje oploste. Nu gebeurt het weer zonder dat er iets verandert. De splitter staat achter een kast.:

Nadat ik de foto's heb gemaakt, probeer ik in te loggen op mijn router om de details te krijgen waar je om vraagt, maar ik word gewoon plotseling begroet met deze schermen en ik kan ze niet doorgeven, ondanks dat mijn internet momenteel werkt (dit is de eerste keer dat ik dit zie om gebeuren):

[tobiastheebe]

Het modem is aangesloten op een verouderde contactdoos (waarschijnlijk een GUT 14D), via een overbodige splitter. Je kunt het modem in elk geval direct op deze contactdoos aansluiten.

Is deze contactdoos het AOP (de hoofdaansluiting) c.q. is er geen contactdoos aanwezig in de meterkast?

De wizard wordt getoond omdat deze ofwel nooit is doorlopen of het modem is teruggezet naar fabrieksinstellingen. Na het doorlopen van de wizard kun je de gevraagde gegevens verzamelen.

[theorise]

You were right, removing the splitter works perfectly. Also, I had to reboot the router to get past the screens I shared earlier, but ended up getting the information:

Downstream bonded channels

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

1	Locked	40.3	1	0
2	Locked	40.3	0	0
3	Locked	40.3	4	0
4	Locked	40.3	0	0
5	Locked	40.3	1	0
6	Locked	40.3	5	0
7	Locked	40.9	5	0
8	Locked	40.3	6	0
9	Locked	40.9	6	0
10	Locked	40.3	5	0
11	Locked	40.3	6	0
12	Locked	38.9	5	0
13	Locked	40.3	2	0
14	Locked	38.9	7	0
15	Locked	40.3	6	0
16	Locked	40.3	7	0
17	Locked	38.9	5	0
18	Locked	38.6	20	0
19	Locked	38.9	7	0
20	Locked	40.3	5	0
21	Locked	38.9	3	0
22	Locked	38.9	15	0
23	Locked	38.9	2	0
24	Locked	38.9	7	0

Upstream bonded channels

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

1	38400000	43	5120	64 qam	4
2	45200000	43.5	5120	64 qam	3
3	52000000	44.3	5120	64 qam	2
4	58800000	44.8	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[theorise]

General Configuration

Network access	Allowed
Maximum Number of CPEs	2
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	bac1010001064c38d82d266b

Primary Downstream Service Flow

SFID	640658
Max Traffic Rate	374500000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	640657
Max Traffic Rate	37450000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

Time Priority Description

10/08/2022 17:00:11	notice	LAN login Success;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 16:00:46	critical	No Ranging Response received - T3 time-out;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 15:08:50	notice	LAN login Success;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:58:50	critical	No Ranging Response received - T3 time-out;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:58:49	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:58:49	critical	Ranging Request Retries exhausted;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:58:5	critical	No Ranging Response received - T3 time-out;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:48:52	Warning!	RCS Partial Service;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:48:49	Warning!	Lost MDD Timeout;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:48:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:48:45	Warning!	RCS Partial Service;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:48:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:12:45	Warning!	RCS Partial Service;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:11:3	notice	TLV-11 - unrecognized OID;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:09:50	critical	No Ranging Response received - T3 time-out;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:08:51	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:04:3	critical	No Ranging Response received - T3 time-out;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:03:39	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:03:39	critical	Ranging Request Retries exhausted;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:02:55	critical	No Ranging Response received - T3 time-out;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;

[theorise]

General Configuration

Network access	allowed
Maximum Number of CPEs	2
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
config file	bac1010001064c38d82d266b

Primary Downstream Service Flow

SFID	640658
Max Traffic Rate	374500000
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	640657
Max Traffic Rate	37450000
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network Log

timepriorityDescription

10/08/2022 17:00:11	notice	LAN login Success;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 16:00:46	critical	No Ranging Response received - T3 timeout;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM- VER=3.0;
10/08/2022 15:08:50	notice	LAN login Success;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:58:50	critical	No Ranging Response received - T3 timeout;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM- VER=3.0;
10/08/2022 14:58:49	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM -VER=3.0;
10/08/2022 14:58:49	critical	Ranging Request Retries exhausted;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:58:5	critical	No Ranging Response received - T3 timeout;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM- VER=3.0;
10/08/2022 14:48:52	Warning!	RCS Partial Service;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:48:49	Warning!	Lost MDD Timeout;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:48:45	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER =3.0;
10/08/2022 14:48:45	Warning!	RCS Partial Service;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:48:44	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER =3.0;
10/08/2022 14:12:45	Warning!	RCS Partial Service;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:11:3	notice	TLV-11 - unrecognized OID;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0 ;
10/08/2022 14:09:50	critical	No Ranging Response received - T3 timeout;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM- VER=3.0;
10/08/2022 14:08:51	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79; CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:04:3	critical	No Ranging Response received - T3 timeout;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM- VER=3.0;
10/08/2022 14:03:39	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM -VER=3.0;
10/08/2022 14:03:39	critical	Ranging Request Retries exhausted;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM-VER=3.0;
10/08/2022 14:02:55	critical	No Ranging Response received - T3 timeout;CM-MAC=4c:38:d8:2d:26:6b;CMTS-MAC=00:01:5c:6c:34:79;CM-QOS=1.1;CM- VER=3.0;

[tobiastheebe]

I was already contemplating switching to English after reading the final line of your initial message. Glad to read that removing the splitter appears to have made a positive difference.

Downstream and upstream data are looking good, although the first downstream table is missing.

Did you the check the meter cupboard for the presence of a coax outlet? If the coax outlet in the living room is the AOP (main outlet), i.e. no outlet is present inside the meter cupboard, it should ideally be replaced with a btv 01-SET, which requires a technician appointment.

[theorise]

Sorry, I was using Google translate before and sometimes missed something.

It is a very old house, the meter cupboard is not typical and does not contain anything to do with the internet.  I believe that the living room outlet is the main (and only) outlet, as I've searched under the front door and also find no entry point.

Here is the missing downstream table, if it makes any difference:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	602000000	11.5	40	256 qam	1
2	610000000	11.1	40	256 qam	2
3	618000000	11.4	40	256 qam	3
4	674000000	11	40	256 qam	10
5	682000000	10.5	40	256 qam	11
6	690000000	10.9	40	256 qam	12
7	698000000	11	40	256 qam	13
8	706000000	11	40	256 qam	14
9	714000000	11	40	256 qam	15
10	722000000	10.9	40	256 qam	16
11	730000000	10.5	40	256 qam	17
12	746000000	9.8	38	256 qam	19
13	762000000	10.5	40	256 qam	21
14	770000000	10.5	38	256 qam	22
15	778000000	10.8	40	256 qam	23
16	786000000	10.6	40	256 qam	24
17	794000000	10.3	38	256 qam	25
18	802000000	10.3	38	256 qam	26
19	810000000	10.1	38	256 qam	27
20	818000000	10.1	40	256 qam	28
21	826000000	10.1	38	256 qam	29
22	834000000	9.5	38	256 qam	30
23	842000000	9.5	38	256 qam	31
24	850000000	9.3	38	256 qam	32

[tobiastheebe]

In properties built before ~1990, the AOP was installed in the living room. It is very likely that the outlet in the living room is the AOP, i.e. the modem is installed in the correct location.

Because the splitter previously attenuated the signal by ~4 dB, downstream power is now slightly too high on some channels (> 11 dBmV). However, this should not cause noticeable issues.

You may consider updating the modem settings according to this topic (in Dutch), in case any stability still occurs.

[theorise]

I will update the modem settings to the ones you linked to and give it a few days to see if the problem still persists. If it does, then I'll try to book a technician.

Thank you very much for the help!

[tobiastheebe]

Glad to help.

A technician may also install a 6 dB forward path attenuator to optimize downstream power levels.

[Paul]

Goodmorning @theorise and a warm welcome to our Community,

Too bad that you're having difficulties with the stability of the intenetconnection! It's good that you started a topic to ask for help. I noticed that our expert @tobiastheebe already gave you some good advice to work with. I'm very curious what your findings are and if everything is working properly. Otherwise I can arrange an appointment with a technician. 

[theorise · Accepted solution]

After removing the redundant splitter and making the settings changes to the router, it definitely feels like a big improvement, I've only experienced one drop out.

For now I am happy and I don't think a technician appointment is necessary.

Thanks for checking in!

[Paul]

@theorise I'm glad that removing te redunant splitter has resolved the problem! We're happy that your connection is working properly again. In case you still experience problems with the connection I suggest we plan the technician. 

[theorise]

Hi Paul

The past two days the internet has been dropping again very frequently (makes it impossible to work). Today the router decided to reset it's name to default somehow.

What is the best way for me to arrange a visit from a technician?

[Paul]

@theoris I'm very sorry that the problem still exists! I've checked the historical signal data and I still notice some drops on the signal along with some noise. A technician should come by to fix this problem. I have planned an appointment with a technician for you on Friday the 9th of September between 08:00 and 13:00 o'clock. You are able to reschedule the appointment via Mijn Ziggo > Mijn Gegevens > Mijn Monteursafspraken in case the date doesn't suit you. Please let us know what your findings are after the visit from the technician. 

[theorise]

No need to apologize, I really appreciate all the help. Thank you for arranging the appointment, the date works for me.

I will update the thread after the technician visit.

[Paul]

@theorise Good to read that you appreciate our help. We'll wait for you update after the visit from the technian. We wish you a great day 😉

[theorise]

The technician came over.

He measured the datastream and saw it was 12DB, so he reduced the amount incoming.

He also replaced the box and added a splitter to further reduce the datastream.

I will see how things go from here. He said it also looks like the entry point has been moved since the original installation, which could be causing problems. He also mentioned it could be the router.

So I have my fingers crossed his changes fix the issue!