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pablocassinerio
Level 2

Modem resets itself

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.

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tobiastheebe
Level 20
T.E.A.M.

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.

Bekijk in context

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Monica
Oud Community Moderator
Oud Community Moderator

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?

Bekijk in context

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13 Reacties 13
tobiastheebe
Level 20
T.E.A.M.

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.

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pablocassinerio
Level 2
Topicstarter

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

 

 

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pablocassinerio
Level 2
Topicstarter

Forgot the network log, here:

 

Time Priority Description

10/03/2022 08:42:45Warning!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 08:42:37Warning!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 08:42:3Warning!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 08:41:54noticeLAN 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 08:38:11Warning!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 08:38:8Warning!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 08:37:47Warning!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 08:37:46Warning!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 08:37:4Warning!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 08:37:4Warning!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 08:36:37Warning!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 08:36:35Warning!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 08:35:27Warning!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 08:35:23Warning!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 08:35:9Warning!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 08:34:56Warning!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 08:34:33Warning!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 08:34:28Warning!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 08:34:0Warning!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 08:33:59Warning!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;
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tobiastheebe
Level 20
T.E.A.M.

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?

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pablocassinerio
Level 2
Topicstarter

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

 

1.jpeg

 

2.jpeg

 

 

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tobiastheebe
Level 20
T.E.A.M.

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.

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pablocassinerio
Level 2
Topicstarter

Great, let's do that then. Thanks

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Monica
Oud Community Moderator
Oud Community Moderator

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?

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pablocassinerio
Level 2
Topicstarter

Thank you Monica, that works for me.

Erik S
Oud Community Moderator
Oud Community Moderator

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

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pablocassinerio
Level 2
Topicstarter

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
Level 20
T.E.A.M.

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

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Erik S
Oud Community Moderator
Oud Community Moderator

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!

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