Unstable and slow internet connection

[Jotapax]

Hello,

Sorry for asking in English. My internet connection has been unstable for a few weeks, even using an Ethernet cable. My Downstream speed is supposed to be 300 Mbps, but I get at most 200 Mbps by cable and often it's at 1-5 Mbps, with frequent wifi reboots. Upstream speed usually stays at 30 Mbps. This means I cannot work from home.

During most of August, the Ziggo website reported problems in my house, so I thought that was the issue. But for the last week no problems are reported, and the issue persists. So I thought that maybe there is also an issue on my side. Perhaps you can help me find it?

Here are the logs of my Connectbox. It was rebooted 8 hours ago, and it's behaving quite well at the moment, but still under what it is supposed to do: I can download at 50 to 100 Mbps, upload at 30 Mbps. At the height of the problems, usually channels 19 to 24 are full of post-RS errors, I get T3 timeouts, and Warning messages every minute instead.

I'm also sending a photo of the Coax cable connection.

Any ideas if this can be an issue on my side?

Best regards

[Jotapax]

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	666000000	2.5	38	256 qam	9
2	602000000	2.9	38	256 qam	1
3	610000000	2.5	38	256 qam	2
4	618000000	2.7	38	256 qam	3
5	626000000	3	38	256 qam	4
6	634000000	2.7	38	256 qam	5
7	642000000	2	38	256 qam	6
8	650000000	2.2	38	256 qam	7
9	658000000	2	38	256 qam	8
10	706000000	2	38	256 qam	14
11	714000000	1.7	38	256 qam	15
12	722000000	1.7	38	256 qam	16
13	730000000	1.5	38	256 qam	17
14	738000000	1	38	256 qam	18
15	746000000	1.2	38	256 qam	19
16	754000000	1.5	38	256 qam	20
17	762000000	1.2	38	256 qam	21
18	770000000	0.7	37	256 qam	23
19	778000000	0	37	256 qam	24
20	786000000	-1.4	35	256 qam	25
21	826000000	-0.2	38	256 qam	29
22	834000000	-0.5	38	256 qam	30
23	842000000	-1.2	38	256 qam	31
24	850000000	-1.2	38	256 qam	32

[Jotapax]

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.9	7	0
2	Locked	38.9	3	0
3	Locked	38.9	18	0
4	Locked	38.6	20	0
5	Locked	38.9	20	0
6	Locked	38.6	9	0
7	Locked	38.6	8	0
8	Locked	38.9	8	0
9	Locked	38.9	5	0
10	Locked	38.9	11	0
11	Locked	38.6	6	0
12	Locked	38.9	13	0
13	Locked	38.9	11	0
14	Locked	38.6	32	0
15	Locked	38.6	27	0
16	Locked	38.6	21	0
17	Locked	38.9	23	0
18	Locked	37.6	50	0
19	Locked	37.6	12956968	1341173
20	Locked	35	42569750	45424610
21	Locked	38.6	10	0
22	Locked	38.6	17	0
23	Locked	38.6	51	0
24	Locked	38.6	2510	781

[Jotapax]

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	30200000	47	5120	64 qam	11
2	23300000	47	2560	64 qam	12
3	37100000	47	5120	64 qam	10
4	44000000	47.3	5120	64 qam	9
5	50899971	48	5120	64 qam	8
6	57800039	48	5120	64 qam	7

[Jotapax]

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
5	ATDMA	0	0	0	0
6	ATDMA	0	0	0	0

[Jotapax]

Network Log

Time	Priority	Description
29/08/2021 20:49:18	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 20:49:17	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 20:47:45	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 20:46:43	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 20:43:28	notice	LAN login Success;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 20:42:12	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 20:42:9	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 19:35:17	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 19:35:15	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 19:16:8	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 19:16:5	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 19:10:11	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 19:10:2	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 19:03:26	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 19:03:24	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 19:00:54	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 19:00:53	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 18:46:1	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 18:45:58	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
29/08/2021 18:44:20	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

[Jotapax]

 

[tobiastheebe]

Downstream shows significant noise (RS errors) due to 5G ingress, log shows that these channels are dropping out frequently. Upstream shows noise as well (deviated frequencies).

Is the modem connected directly to the AOP (main socket) or do you use a splitter/amplifier for connecting a TV/decoder as well?

Looks like the main socket might have been upgraded internally (noticed the missing radio outlet). Could you unscrew its cover and post a picture?

[Jotapax]

Thanks! The modem is connected directly to the wall socket, nothing in-between. I can't unscrew the cover because it seems to be glued to the wall, and as the house is rented I don't want to do anything irreversible yet, but maybe this picture will help? The "R" hole appears to have no connection inside.

 

[tobiastheebe]

No worries. I have checked the visible part of the socket against current/common single-outlet sockets but have not been able to find any matches.

Just to be sure: have you checked the utility closet ('meterkast') for a coaxial socket and/or green cable?

[Jotapax]

The utility closet has an old ADSL modem, not plugged to the electricity; but no coaxial socket nor green cable.

 

[tobiastheebe]

Thanks, I expected as much, but it's good to be 100% certain. Installing the main coax socket inside the utility closet wasn't common until ~1990. The house appears older than that, judging by the looks of the PTT ISRA socket. Our house, built in 1981, has the exact the same ISRA socket installed into the wall.

Having a technician verify the signal and find out the cause of the noise ingress is the next step. I suspect that a new main socket will need to be installed as well, as it's definitely not one of the sockets that are currently being installed by Ziggo's technicians, nor a common older socket type.

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

Could you fill out your address details on this page? These are visible to moderators only.

[Jotapax]

Thanks! The address details are there, so I'll wait for a moderator to visit. Thanks for your time!

[Jotapax]

For reference, this is a typical network log when the speed is slowest (5 Mbps at the time I took this):

Network Log

Time Priority Description

30/08/2021 01:31:32	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:31:31	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:30:30	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:30:29	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:30:15	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:30:14	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:30:7	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:30:7	notice	LAN login Success;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:30:5	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:30:4	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:29:42	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:29:42	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:28:37	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:28:37	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:28:31	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:28:29	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:28:19	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:28:19	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:27:41	Warning!	RCS Partial Service;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
30/08/2021 01:27:40	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

[tobiastheebe]

The modem log is reporting MDD timeouts (the MDD is being transmitted every 2 seconds, continuous timeouts will result in temporary internet connection outages) and RCS partial service (these indicate that not all DS channels could be locked onto due to channel instability (partial bonding) and will result in slowdowns).

[Jacob]

@Jotapax, It is good that you have already tested something yourself and have given us so much information through the photos.

A faltering connection is never fun and doesn't work well. It has already been indicated, we immediately notice the outdated connection-point. I have scheduled a technician for this on 02-09-2021 between 12:00-18:00.

This appointment will appear in your My Ziggo. Doesn't it fit? Then you can adjust it yourself in that way. Very handy. Will you let us know the conclusion of the mechanic?

[Jotapax]

Thank you! I will expect the technician and will report back on his conclusion.

[Jotapax · Accepted solution]

The technician came today. He replaced the connection point, and checked the rest of the installation. Even with this, the modem was taking a lot of time to connect, so he gave it a factory reset. 5 hours after, and it's working fine!

My Dutch is poor so I didn't get the problem exactly, but if I understand correctly, there was a combination of network instability (which was a problem here in August), and interference with the modem. The new connection point should solve the interference problems, and now my internet is 250-300 Mbps by ethernet cable. I'll keep monitoring the issue, but so far everything seems to be working.

Thanks for the help!

[Marije]

Thank you for letting us know how the appointment went, @Jotapax. I'm really relieved that everything seems to be working now and that the engineer was able to locate and tacle the issue immediately. 

Reading your explanation of the issue, I think you might understand Dutch a fair bit better than you think 😉 

I hope your problem is now permanently fixed!

Have a lovely weekend and enjoy your connections again!