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Connor

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New installation, no internet

Hi there,

 

We've been signed up for Ziggo internet and received our ConnectBox modem this afternoon. I've done the set up as described in the installation manual, however we have no internet access. The WiFi light is solid green, and the light at the bottom of the router is flashing green.

 

I'm not sure if anyone can assist? Support seems quite difficult to reach.

 

Cheers!

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tobiastheebe
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Indeed, the meter cupboard only contains an FTU/ONT + media converter setup for fiber-optic internet. The AOP ('Abonnee Overname-Punt') was installed in the living room until ~1990, which seems to apply to your property as well.

 

A technician will have to verify the physical connection of your AOP to the EV and re-establish it as required. A new TV-only outlet (btv 01-SET) will be installed.

 

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

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tobiastheebe
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The modem is currently connected to an outdated TV/R outlet.

 

If no coaxial outlet is present inside the meter cupboard (did you check this?), a technician appointment is likely required to establish the physical connection to the EV ('eindversterker' = final amplifier) and replace the outlet with a modern type (btv 01-SET). Otherwise, please post a picture of the outlet inside the meter cupboard and connect the modem to this outlet instead.

 

Could you post the modem’s downstream/upstream data according to these instructions?

Connor
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Thanks for the response. I can't seem to find a coaxial outlet in the meter cupboard (I've just moved to The Netherlands, so I'm not exactly sure what to look for). I've attached a pic of the meter cupboard, there's a Genexis Gigabit device and some kind of hub or something in there though. 

 

The upstream/downstream pages are blank. I've attached an image of the router status page though.

 

tobiastheebe
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Indeed, the meter cupboard only contains an FTU/ONT + media converter setup for fiber-optic internet. The AOP ('Abonnee Overname-Punt') was installed in the living room until ~1990, which seems to apply to your property as well.

 

A technician will have to verify the physical connection of your AOP to the EV and re-establish it as required. A new TV-only outlet (btv 01-SET) will be installed.

 

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

Connor
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Thanks. Do I need to wait for a moderator to schedule an appointment for me, or is there someone that I can contact?

 

Cheers!

tobiastheebe
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The moderators have been notified, you may expect a reply from one of them tomorrow.

Connor
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Thank you 🙂 

tobiastheebe
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Glad to help, feel free to let us know if/when you have any further questions.

 

After the technician appointment, you may post the downstream/upstream data once again for final verification.

Vincent
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Goodmorning @Connor and welcome to our Community! I'm glad to see that @tobiastheebe helped so good. I've scheduled an technician for tomorrowmorning between 08.00 and 13.00. Does this not suit? Please change the appointment at My Ziggo. 

Connor
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Thank you, @Vincent!

Connor
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Hi @Vincent, the internet & wifi seems to be working fine now. Would you mind cancelling the appointment that has been scheduled for tomorrow?

robinjoo19
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can you post the downstream/upstream data of the modem here that way we can see what happend/if there are still things that need to be fixed 

Connor
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Downstream:

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	834000000	6.1	38	256 qam	30
2	602000000	6.1	40	256 qam	1
3	610000000	5.9	38	256 qam	2
4	618000000	5.8	36	256 qam	3
5	626000000	6.1	40	256 qam	4
6	634000000	6.5	38	256 qam	5
7	642000000	7.1	38	256 qam	6
8	650000000	7.3	38	256 qam	7
9	658000000	7.3	40	256 qam	8
10	666000000	7.5	38	256 qam	9
11	674000000	7	38	256 qam	10
12	682000000	6.9	38	256 qam	11
13	690000000	6.8	38	256 qam	12
14	698000000	7	38	256 qam	13
15	706000000	7.6	40	256 qam	14
16	714000000	7.6	38	256 qam	15
17	722000000	7.6	38	256 qam	16
18	730000000	7.4	38	256 qam	17
19	770000000	6.1	38	256 qam	22
20	778000000	5.4	38	256 qam	23
21	786000000	4.6	38	256 qam	24
22	826000000	6	38	256 qam	29
23	842000000	5.8	38	256 qam	31
24	850000000	5.8	38	256 qam	32


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	4724	2
2	Locked	40.3	64	0
3	Locked	38.9	115	0
4	Locked	36.6	120	0
5	Locked	40.3	91	0
6	Locked	38.9	62	0
7	Locked	38.9	57	0
8	Locked	38.9	62	0
9	Locked	40.3	55	0
10	Locked	38.9	42	0
11	Locked	38.9	59	0
12	Locked	38.9	56	0
13	Locked	38.9	58	0
14	Locked	38.9	48	0
15	Locked	40.3	60	0
16	Locked	38.9	225	0
17	Locked	38.9	27765	22351
18	Locked	38.9	36405	53504
19	Locked	38.9	175588	7732
20	Locked	38.6	239657	43792
21	Locked	38.6	202620	59280
22	Locked	38.9	17371	108
23	Locked	38.9	1188	0
24	Locked	38.9	503	0

 

Upstream:

 

Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	38400000	45.3	5120	64 qam	4
2	45200000	46.8	5120	64 qam	3
3	52000000	45.3	5120	64 qam	2
4	58800000	45.5	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
robinjoo19
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@tobiastheebe by my knowledge

the uncorrectables/correctables are to many in such short uptime

my advice would be to allow the mechanic to update the AOP to todays standards

 

also RxMER seems low on channel 4 36.6 dB

tobiastheebe
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@robinjoo19 Agreed 100%.

 

Downstream exhibits high CER on select channels due to DVB-T2, 4G and 5G ingress. Power levels are OK.

 

A technician appointment is required to install a new AOP (btv 01-SET). Current outlet is outdated and insufficiently shielded.

robinjoo19
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i was looking at this summary of acceptables power levels by which i find the 36db a little low

robinjoo19_0-1655213435546.png

 

tobiastheebe
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This table applies to OFDM only. Minimum acceptable SC-QAM MER is 35 dB. As soon as the outlet has been replaced (and the ingress has been resolved), MER should be more or less equal on all channels.

 

20220507-02.PNG

robinjoo19
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sorry i should have noticed it sooner cause sc-qam doesnt use such high modulation value's 

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