BratBratok

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Regular internet disconnects

I have an issue with my internet: the Connectbox constantly drops connection about every 20-30 minutes. When this happens, both WiFi and Ethernet connections go down (windows reports no cable connected), and they both stay down for a few minutes. After few minutes, they go up but then go down briefly few times. During these brief moments when Ethernet is up, the connection to the internet seems to also be up but is very unstable. After a while, all connections finally restore and I get about ~10-20 minutes of stable internet, after which this repeats again.

 

What could be causing this? Thanks for any help.

 

In the next post is the information from "Network status", hopefully some of it will be helpful.

 

p.s. sorry mijn nederlands is niet goed

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Paul
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Goodmorning @BratBratok and a warm welcom to our Community,

I am very sorry that you're having difficulties with the stability of the internetconnection! It's good that you made us aware by starting this topic. I noticed that our experts @tobiastheebe & @Gio2903 already started an analysis with you to rule out possible causes in the indoor installation. I've also had a look at the signal and I notice some disturbance on both the up- and downstream. This could be the reasons you're experiencing drops on the internetconnection. To resolve the problem with the signal i've planned an appointment with a technician on Monday the 11th of July between 12 and 18 o 'clock. You can reschedule the appointment via Mijn Ziggo > Mijn Gegevens > Mijn Monteursafspraken in case this time and/or date doesn't suit you. 

Please let us know what your findings are after the visit from our technician. 

Bekijk in context

BratBratok
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Turns out this was a problem with the router. Technician replaced it and now the connection is fine.

 

Thanks for the help.

Bekijk in context

15 Reacties 15
BratBratok
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Cable Modem Status Item Status Comments

Acquired Downstream Channel (Hz)
61000000
locked
Ranged Upstream Channel (Hz)
58799991
locked
Provisioning State
Online

Downstream bonded channels

channel Frequency (Hz) power (dBmV) SNR (dB) modulation Channel ID

161000000-0.538256 qam2
2602000000038256 qam1
3618000000-0.738256 qam3
4626000000-0.938256 qam4
5634000000-0.738256 qam5
6642000000-0.738256 qam6
7650000000-0.538256 qam7
8658000000-0.538256 qam8
9666000000-0.238256 qam9
1067400000-0.438256 qam10
11682000000-0.238256 qam11
126900000-0.538256 qam12
13698000000-0.538256 qam13
14706000000-0.538256 qam14
15714000000-0.538256 qam15
16722000000-0.538256 qam16
1773000000-0.538256 qam17
18738000000-0.938256 qam18
19746000000-0.738256 qam19
20754000000-1.237256 qam20
21762000000-1.237256 qam21
2277000000-1.537256 qam22
23778000000-1.438256 qam23
2478600000-1.737256 qam24

 

BratBratok
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Downstream bonded channels

channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1locked38.660
2locked38.650
3locked38.6200
4locked38.940
5locked38.650
6locked38.960
7locked38.960
8locked38.620
9locked38.650
10locked38.650
11locked38.670
12locked38.900
13locked38.660
14locked38.650
15locked38.650
16locked38.660
17locked38.900
18locked38.620
19locked38.960
20locked37.630
21locked37.670
22locked37.600
23locked38.690
24locked37.650

 

Upstream bonded channels

channel Frequency (Hz) power (dBmV) Symbol Rate (ksps) modulation Channel ID

15879999141.8512064 qam1
23840000041.8512064 qam4
34520000041.8512064 qam3
45200000041.8512064 qam2



Upstream bonded channels

channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000

 

General Configuration

Network access
allowed
Maximum Number of CPEs
2
Baseline Privacy
Enabled
DOCSIS Mode
Docsis30
config file
bac10100010648d343952713

 

BratBratok
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Primary Downstream Service Flow

SFID12988
Max Traffic Rate107000000
Max Traffic Burst42600
Min Traffic Rate0

 

Primary Upstream Service Flow

SFID12987
Max Traffic Rate21400000
Max Traffic Burst42600
Min Traffic Rate0
Max Concatenated Burst42600
Scheduling TypeBestEffort

 

Network Log

time priority Description

02/07/2022 21:47:53noticeLAN login Success;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:25ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER =3.0;
02/07/2022 21:09:59noticeLAN login Success;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:51criticalNo Ranging Response received - T3 timeout;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM- VER=3.0;
02/07/2022 20:07:43noticeLAN login Success;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:25ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER =3.0;
02/07/2022 18:57:39noticeLAN login Success;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER=3.0;
01/07/2022 09:59:58criticalNo Ranging Response received - T3 timeout;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM- VER=3.0;
01/01/1970 00:01:26ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER =3.0;
30/06/2022 19:37:11noticeLAN login Success;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 19:36:20criticalStarted Unicast Maintenance Ranging - No Response received - T3 timeout;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS= 1.1;CM-VER=3.0;
01/01/1970 00:01:26ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER =3.0;
30/06/2022 19:12:34noticeLAN login Success;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 19:10:49ErrorMissing Mandatory MDD TLV on primary DS Channel;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER =3.0;
30/06/2022 19:10:11criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45; CM-QOS=1.1;CM-VER=3.0;
30/06/2022 19:08:10Warning!RCS Partial Service;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 19:08:10criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER =3.0;
30/06/2022 19:08:9Warning!RCS Partial Service;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER=3.0;
30/06/2022 19:08:9criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER =3.0;
30/06/2022 19:08:9Warning!RCS Partial Service;CM-MAC=48:d3:43:95:27:13;CMTS-MAC=28:52:61:29:1e:45;CM-QOS=1.1;CM-VER=3.0;

 

 

tobiastheebe

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The log events (RCS partial service, SYNC timing failure, T4 timeout) are indicative of downstream signal problems. Upstream exhibits deviated frequency on ranged/primary channel. Current power and MER levels are good to excellent.

 

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?

BratBratok
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The cable goest straight from the outlet in my living room to the Connectbox. Previously, I had it connected through a splitter, but when these connection problem started few days ago I connected it directly to see if it will help. But it seemes to make no difference.

 

20220702_225311.jpg20220702_225241.jpg

 

tobiastheebe

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Omitting the splitter was a good decision, it is only required for connecting a TV or decoder (Mediabox).

 

Could you unscrew the outlet cover plate? I would like to determine which type of outlet was installed and whether it has been upgraded to a btv 01-SET/UPC.

 

No coax outlet is present inside the meter cupboard?

 

Downstream power is relatively low if this outlet is the AOP (demarc) i.e. no outlet is present in the meter cupboard.

BratBratok
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There's no coax outlet in my meter box. But I live in an apartment building, should I also check someplace else?

 

20220702_231449.jpg20220702_231526.jpg

Gio2903

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this is the main outlet i think. do you have another cupboard in the hallway? sometimes there is a cable from there to the livingroom.

tobiastheebe

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The outlet is a btv 01-SET and the green/main cable is terminated to it, no need to search elsewhere. The modem is installed in the correct location and the outlet has already been upgraded to latest standards.

 

I suggest having additional signal diagnostics performed by a moderator (Ziggo employee), who will visit this topic within a couple of days. Moderators have access to extensive monitoring applications and can initiate a measurement session to the modem, if required.

BratBratok
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No, I believe there are no other cupboards in my apt or on my floor. Only this one on the photo (cupboard is in  halway, the outlet is in the living room), and there are no coax cables going behind the plastic shielding.

BratBratok
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Any news? Did moderators have a chance to run diagnostics?

tobiastheebe

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I have just notified the moderators.

Paul
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Goodmorning @BratBratok and a warm welcom to our Community,

I am very sorry that you're having difficulties with the stability of the internetconnection! It's good that you made us aware by starting this topic. I noticed that our experts @tobiastheebe & @Gio2903 already started an analysis with you to rule out possible causes in the indoor installation. I've also had a look at the signal and I notice some disturbance on both the up- and downstream. This could be the reasons you're experiencing drops on the internetconnection. To resolve the problem with the signal i've planned an appointment with a technician on Monday the 11th of July between 12 and 18 o 'clock. You can reschedule the appointment via Mijn Ziggo > Mijn Gegevens > Mijn Monteursafspraken in case this time and/or date doesn't suit you. 

Please let us know what your findings are after the visit from our technician. 

BratBratok
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Turns out this was a problem with the router. Technician replaced it and now the connection is fine.

 

Thanks for the help.

tobiastheebe

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I have my doubts, but glad to read that the problem appears to have been resolved.

Uitgelicht topic