Modem resets itself

[pablocassinerio]

My modem resets itself a few times a day. It seems to get worse after 9PM but it also happens during the day. The white light starts blinking and then the green ones turn on one by one, as if I had reset it manually.

[tobiastheebe]

Could you post one or more pictures of the AOP (main outlet near electrical meter/fuse box or in living room) and cables, plus splitter(s) and signal amplifier, as applicable?

Additionally, could you post the modem’s downstream/upstream/log data? Instructions can be found here.

[pablocassinerio]

Hi @tobiastheebe hopefully these pictures are enough. I have no signal amplifier.

[pablocassinerio]

Forgot the network log, here:

Time Priority Description

10/03/2022 08:42:45	Warning!	RCS Partial Service;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:42:37	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:42:3	Warning!	RCS Partial Service;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:41:54	notice	LAN login Success;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:38:11	Warning!	RCS Partial Service;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:38:8	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:37:47	Warning!	RCS Partial Service;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:37:46	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:37:4	Warning!	RCS Partial Service;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:37:4	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:36:37	Warning!	RCS Partial Service;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:36:35	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:35:27	Warning!	RCS Partial Service;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:35:23	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:35:9	Warning!	RCS Partial Service;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:34:56	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:34:33	Warning!	RCS Partial Service;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:34:28	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:34:0	Warning!	RCS Partial Service;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;
10/03/2022 08:33:59	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:ff:e6:e3;CMTS-MAC=00:01:5c:89:3e:46;CM-QOS=1.1;CM-VER=3.0;

[tobiastheebe]

Downstream is weak and exhibits noise due to DVB-T, 4G and 5G ingress/interference. The modem appears to be connected to an outdated TV/R outlet (TRAS-2000) instead of the AOP (main outlet). Ziggo only guarantees correct operation of the modem when it is connected to the AOP via a maximum of one splitter.

Could you post a picture of the electrical room/meter cupboard?

[pablocassinerio]

Sure, here they are. I just moved here last week and the previous owner said he had that box installed for Ziggo.

 

 

[tobiastheebe · Accepted solution]

Taking a closer look at the previous pictures, the apartment appears to be pre-1990, in which case the outlet in the living room is in fact the AOP. This is confirmed by the meter cupboard pictures.

The weak downstream power (should be at least -3.5 dBmV) and noise ingress require further investigation by a technician. I suspect a cable problem (i.e. damage) outside the apartment. A new AOP (btv 01-SET/UPC) should be installed as well.

A moderator (Ziggo employee) can schedule a technician appointment and will visit this topic within 1-2 days.

[pablocassinerio]

Great, let's do that then. Thanks

[Monica · Accepted solution]

Hi @pablocassinerio, welcome to the Ziggo Community! I've scheduled an appointment for tomorrow, 11-03-2022 between 8:00-13:00. You will receive a confirmation of this appointment by e-mail. If the selected time-frame does not suit you, you can reschedule the appointment via the link in this e-mail and via your My Ziggo account. 

Will you keep us posted?

[pablocassinerio]

Thank you Monica, that works for me.

[Erik S]

How did it go, @pablocassinerio? Has the issue been resolved by our engineer?

[pablocassinerio]

Hi Erik, it's been a few days and so far the connection has been strong and stable, so I'd say the issue is solved. Thanks!

[tobiastheebe]

Just to be sure, could you post the downstream/upstream data once again? I assume a new AOP (wall outlet) has been installed?

[Erik S]

Sounds great @pablocassinerio! I will mark a solution for this topic and we'll leave it open for some weeks in case something changes. Thanks for your quick reply, have a lovely day!