1
Vraag
2
Reacties
Nicole23

Level 1
  • 12Posts
  • 0Oplossingen
  • 1Likes

Problems with internet speed on IPv4 connections through IPv6 modem.

Hi there
Sorry Dutch not good.
We have been with Ziggo for over a year with no problems.
We have now been having a problem for the past 3 weeks where we have very slow download speeds from sites such as Amazon (Audible), Playstation network, Apple updates. We upgraded to the 200Mbps line last night but still have the same problem. For instance to download an Audio book from amazon that is 200MB takes 1 hour!! Streaming is also a problem, sites like Netflix run in 540p max etc.
BUT
When we do a speed test, wifi and cable, most of the time it says full speed (190 Mbps)
We have contacted the call centre several times but they can only reset the router to the original settings and tell us that there is no problem.

Even with a wired connection, any kind of file streaming or download are still slow.

Any advice?

We have tried:
• Plugging in a laptop directly with an ethernet cable (speedtest fine, all downloads still slow)
• Using Open dns and Google dns on the laptop and the ps4 (cant do it on the ziggo box) - no changes.
• Resetting the router to the original settings (twice)
• Switching the ipv6 from stateful to stateless and vice versa
• Using 5ghz with ac only.
• Using static ip addresses


Our setup hasn't changed, we haven't introduced any new devices on our network, yet all of a sudden, our internet has become unusable. Updating osx and ios takes several hours/days. Downloading a ps4 game takes 100+ hours.

Never had this kind of problem, please help.
Oplossing

Geaccepteerde oplossingen
Mark
Oud Community Moderator
Oud Community Moderator
  • 5774Posts
  • 655Oplossingen
  • 1962Likes
Thanks for your example fmeixner!

For other interested visitors: We're collecting these examples in another topic where I will keep you posted on the investigation.

Voor andere geïnteresseerden: We verzamelen voorbeelden in een ander topic waar ik je op de hoogte houd van het onderzoek.

Bekijk in context

23 Reacties 23
Bert

Level 21
T.E.A.M.
  • 74601Posts
  • 5107Oplossingen
  • 21670Likes
The first step is to check the cabling. Remove all plugs once and press or tighten well.

Can you place your downstream and upstream values from your modem with a screenshot or copy / paste?

Where can I find the up and downstream values of my modem?
https://community.ziggo.nl/deel-je-tip-91/waar-vind-ik-de-up-en-downstreamwaardes-van-mijn-modem-29212

And can you put a picture here of the first place where Ziggo enters your house with possible splitters and amplifiers?
Nicole23
Topicstarter
Level 1
  • 12Posts
  • 0Oplossingen
  • 1Likes
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1 394750000 2 37 256qam 12
2 306750000 2 37 256qam 1
3 314750000 2 37 256qam 2
4 322750000 2 37 256qam 3
5 330750000 2 37 256qam 4
6 338750000 2 37 256qam 5
7 346750000 2 37 256qam 6
8 354750000 2 37 256qam 7
9 362750000 2 37 256qam 8
10 370750000 2 37 256qam 9
11 378750000 2 37 256qam 10
12 386750000 2 37 256qam 11
13 402750000 2 37 256qam 13
14 410750000 2 37 256qam 14
15 418750000 2 37 256qam 15
16 426750000 2 37 256qam 16
17 434750000 2 37 256qam 17
18 442750000 2 37 256qam 18
19 450750000 2 37 256qam 19
20 458750000 2 37 256qam 20


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.636 9412059 6
2 Locked 37.636 11792556 0
3 Locked 37.356 11793386 5
4 Locked 37.636 11781388 5
5 Locked 37.356 11779218 0
6 Locked 37.636 11793011 5
7 Locked 37.356 9409414 0
8 Locked 37.636 9412627 4
9 Locked 37.636 9409141 5
10 Locked 37.356 9412393 5
11 Locked 37.356 9407702 6
12 Locked 37.636 9412436 5
13 Locked 37.636 11797732 0
14 Locked 37.636 11788745 5
15 Locked 37.636 11798833 0
16 Locked 37.636 11778563 4
17 Locked 37.636 11781488 4
18 Locked 37.356 11799389 5
19 Locked 37.356 11784939 5
20 Locked 37.356 11800110 5







Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 28600000 44 2.560 64qam 6
2 31800000 44 2.560 64qam 5
3 37100000 44 5.120 64qam 4
4 44000000 44 5.120 64qam 3
5 50900000 44 5.120 64qam 2
6 57800000 44 5.120 64qam 1


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 2.0 0 0 0 0
2 2.0 0 0 0 1
3 2.0 0 0 0 0
4 2.0 0 0 0 2
5 2.0 0 0 0 1
6 2.0 0 0 0 1






I just unplugged the cables and plugged them in again. I live in an old apartment block so I'm not sure where the cables go in on the outside.
Downloading still slow.
Nicole23
Topicstarter
Level 1
  • 12Posts
  • 0Oplossingen
  • 1Likes
It just took 15 minutes to update a single app on my phone 😞
Netflix streaming at 0.9Mbps.
Nicole23
Topicstarter
Level 1
  • 12Posts
  • 0Oplossingen
  • 1Likes
I see someone else is having the same problem.

https://community.ziggo.nl/internetverbinding-102/anyone-experiencing-slow-downloads-from-apple-32727/index1.html#post327343
Bert

Level 21
T.E.A.M.
  • 74601Posts
  • 5107Oplossingen
  • 21670Likes
The signal looks good.

I read that you upgraded your subscription?
Maybe it helps to shut the power down from your modem for 30 seconds.

If there are still any problems, then use the chat and Ziggo can lookin to your subscription and your modem:
You can place the link from your photo into the chat from the first place that Ziggo enters your home: https://community.ziggo.nl/over-de-community-210/help-problems-with-internet-speed-32761?postid=327320

The chat box (to be used 24 hours / 365 days per year) appears at the bottom right of the screen of the page below, if someone is available, sometimes wait a while: https://www.ziggo.nl/chat
Nicole23
Topicstarter
Level 1
  • 12Posts
  • 0Oplossingen
  • 1Likes
Thanks I have reset my modem several times. I even turned it off for 15 min earlier. I am chatting to Erik and Harry from Ziggo - they split my wireless into a 5ghz and regular, but even with a single device on the 5ghz network, it's still taking 40 minutes to download a 300mb file from Apple updates. I don't even think there is a problem with my device anymore - it looks like some sort of extreme shaping or backbone issues, it's just strange that it doesn't seem to be widespread.

We've been with Ziggo for 18 months and it has worked well so far, on all our devices - we've only had this problem for the past 3 weeks.
Bert

Level 21
T.E.A.M.
  • 74601Posts
  • 5107Oplossingen
  • 21670Likes
Maybe someone els can have a suggestion for you, who comes by.
Or moderator of Ziggo, they come every few working days in each topic.
Nicole23
Topicstarter
Level 1
  • 12Posts
  • 0Oplossingen
  • 1Likes
Thanks for your help Be rt, it's a very weird issue, and the fact that others have it but no faults have been logged on the network and support seems unaware of any similar issues is strange. Hopefully this gets sorted out otherwise I will have to look for a new provider by the end of the week.
Nicole23
Topicstarter
Level 1
  • 12Posts
  • 0Oplossingen
  • 1Likes
Just an update - this seems to have magically sorted itself out at some point last night because streaming and downloads are working again. I realize this post is in the wrong area in the forum so mods are welcome to move or delete. Thank you Be rt for your answers.
Bert

Level 21
T.E.A.M.
  • 74601Posts
  • 5107Oplossingen
  • 21670Likes
All issues are examined in the background and solutions will be executed 24/7 if a solution is found, mostly before the first line helpdesk is informed about the issue.

Have a nice weekend.:relaxed:
Anne H
Community Developer
Community Developer
  • 3865Posts
  • 224Oplossingen
  • 1572Likes
Hi Nicole23,

Good to read the problem is gone 🙂 I hope you will have a trouble free internet sunday!

We suspect the problem might occur again. When the problem returns please send me a private message with your account number and address. Then I will try to read out the modem asap. Also include your current IPv6 and IPv4 adress please.

What we suspect (technical stuff, sorry): Some customers using an IPv6 (Dual Stack Light) modem experience speed issues - only on certain encrypted (HTTPS or SSL) connections - over IPv4. IPv4 connections on Dual Stack Light are allways routed through 1 of 2 of our IPv6-Ipv4 converters. Which one varies based on load balancing. We suspect 1 of these 2 converters is the troublemaker.

Regards,
Anne
bagusputra.bp

Level 1
  • 11Posts
  • 0Oplossingen
  • 0Likes
Anne H Ziggo Hello , i think i have the same problem like Nicole23 , but with no luck mine is not fixed yet. hope to have some help fixing this situation .

i posted my upstream and downstream values in a diffrent topic page :
https://community.ziggo.nl/internetverbinding-102/internet-valt-steeds-weg-32778
InternetMan9000

Level 1
  • 9Posts
  • 0Oplossingen
  • 0Likes
Anne H Ziggo Hi, I have IPv4/IPv6 issues as well, if would be greatly appreciated if you could assist, details here.
bagusputra.bp

Level 1
  • 11Posts
  • 0Oplossingen
  • 0Likes
InternetMan9000 it seems to me this problem is wide spread . have you had issues downloading through steam in the past? because mine just started having issues lately the past 2-3 weeks.
InternetMan9000

Level 1
  • 9Posts
  • 0Oplossingen
  • 0Likes
bagusputra.bp There's quite a few posts around the issue, so does seem to be widespread. My theory is it's something on Ziggo's end.

I haven't had issues with steam in the past no, usually I'm able to download at ~40mb/s. The problems started for me 2 weeks ago after Ziggo maintenance in my area.
bagusputra.bp

Level 1
  • 11Posts
  • 0Oplossingen
  • 0Likes
InternetMan9000 that means we are the same , i haven't had any problems with ziggo until now , unfortunately there is not much we can do on our side . If by 1 week ziggo doesn't fix this i will have to change my provider sadly . cant be bothered to wait hours just to download let say 1 gb file containing pictures.
hanh

Oud Community-lid
  • 17054Posts
  • 661Oplossingen
  • 3463Likes
All,

Anne H Ziggo gives you all an indication what the problem source might be.
I can confirm the he's absolutely right, as far as I can oversee.
And I am aware that this problem seems not to be of today or yesterday.

This trouble is not something that can be solved in a minute.
A little patience is required.

Ziggo needs some specific test cases, in order to solve the problem for
many other customers, that did not complain yet.

Maybe that this fact can give you a little satisfaction.
InternetMan9000

Level 1
  • 9Posts
  • 0Oplossingen
  • 0Likes
hanh wrote:

Ziggo needs some specific test cases


hanh I have provided some details here, please let me know if there is anything further I need to test, I'd be happy to do so.
Anne H
Community Developer
Community Developer
  • 3865Posts
  • 224Oplossingen
  • 1572Likes
I now see multiple topics in which all of you seem to post your issues. This combined with posts beeing not in our native language makes it very hard to keep track and overview in who is who and what is what 🙂

Please do this test below and please only report back in the thread you were allready active in. Thank you 🙂

Download the following 2 files (you can throw them away afterwards). Only If there is a very large difference in the download speed or in the time it takes to complete there might be a an IPv6/IPv4 issue. I will assist in these cases. If however these downloads are done in roughly the same time or with the same speed please troubleshoot further as normal.

http://speedtest.xs4all.net/files/100MB.bin
https://ftp.bit.nl/speedtest/100mb.bin
Important: Please note the download speed or time it takes to complete for both of these downloads.
E-mail notificaties
Aan Uit

Ontvang een update bij nieuwe reacties in dit topic.

Uitgelicht topic