Anikdey

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No internet connection!

Hey,

 

I’m a new Ziggo user. I tried to setup my modem step-by-step. After going through all the process, the green light at the bottom was flashing. I left it for 3-4 hours and it was still the same. I can connect my devices but it shows “no internet connection”. Can you please provide me a solution for this?

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tobiastheebe
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No (usable) downstream signal is being detected during the scanning procedure.

 

The modem is connected to an outdated TV/R outlet, which might not be the AOP (main outlet) nor connected to the AOP. Did you check the meter cupboard for a coax outlet?

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tobiastheebe
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The AOP ('abonnee overname-punt' = main outlet) might not be physically connected to the EV ('eindversterker' = final amplifier) yet, or a blocking filter was installed, this would require a technician appointment to resolve.

 

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

Additionally, could you post the modem’s downstream/upstream data according to these instructions?

Anikdey
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BE30E519-44AB-4646-8700-5C2B8A192596.jpeg

172879ED-5BEE-4E80-A9C0-5D8EF6BB641B.png

2CC229E6-83D9-4E8E-8B03-8B85ACACCFA3.png

8996A2D7-512B-4AB9-B82C-AD8B5093AA22.png

A2F79C29-32D2-40AB-87F1-EE0F1F5E53B9.png

@tobiastheebe please check the above images

tobiastheebe
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No (usable) downstream signal is being detected during the scanning procedure.

 

The modem is connected to an outdated TV/R outlet, which might not be the AOP (main outlet) nor connected to the AOP. Did you check the meter cupboard for a coax outlet?

Anikdey
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E88D7ED1-E362-4EBD-BFA3-9899444A5DD5.jpeg

@tobiastheebe this is what I have in the meter box.

tobiastheebe
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This is the AOP and the modem should be connected (directly) to this outlet.

Anikdey
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@tobiastheebe thanks for the info. But I can’t find a power outlet in the meter room. 

tobiastheebe
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Did you disconnect the coax cable from the AOP outlet or was it already disconnected?

 

If the cable was not connected before, could you connect it? Afterwards, reconnect the modem to the living room outlet and power cycle it to retry.

 

If the cable was connected before, a technician appointment is required.

Anikdey
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hey @tobiastheebe, I tried everything that you said but nothing worked. Can you please book a technician appointment for me? I work from home, and currently, I'm using mobile data. So, need the wifi connection badly. 

tobiastheebe
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I am not a Ziggo employee, a moderator can schedule an appointment and will visit this topic within 1-2 days.

Please fill out your address details on this page, these are visible to moderators only.

Anikdey
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@tobiastheebe ah sorry, my bad! Thanks a lot btw, you've been very helpful.

tobiastheebe
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In the meantime, could you verify whether the downstream/upstream data show any changes?

 

Did you notice any other coax cable inside the meter cupboard, apart from the cable which you connected to the AOP?

Anikdey
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hey @tobiastheebe, thanks for your help. The problem is solved now. I set it up in the meter box. Sometimes the net connection seems unstable. But let's see for couple of days if it continues.

tobiastheebe
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Does the instability occur on ethernet (wired connections), Wi-Fi or both?

 

Could you post the downstream/upstream data once again?

Anikdey
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Instability is with the WiFi connection. I couldn't try ethernet connection as the meter box is outside of my apartment. Please check the images below:

Screen Shot 2022-05-10 at 15.26.21.pngScreen Shot 2022-05-10 at 15.25.51.png

tobiastheebe
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Downstream data is not fully complete, however overall power and MER levels are good to excellent.

 

Unstable Wi-Fi has several potential causes, most commonly excess attenuation due to the signal passing through too many walls or interference from other access points in the vicinity (neighbors).

 

Power levels for both downstream and upstream should provide sufficient headroom to move the SmartWifi modem back to the living room, which may well resolve the Wi-Fi stability issues. The living room outlet should be replaced with this setup, but you can definitely try it out.

 

Renting one or more SmartWifi pods is another option.

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