Unstable internet connection

[Louisattac]

Hi all,

My Ziggo Connect box has been active since 2 weeks and I've been experiencing frequent cuts ever since. 1 cut happens about every 10 minutes, which makes it very annoying for business zoom calls and online gaming. It's doing that whether I'm on the wi-fi or on the ethernet.

Is it somehow fixable?

Please find attached screenshots of installation and PingPlotter. Please also find below modem's downstream/upstream data.

Canaux agrégés en aval

Canal Fréquence (Hz) Puissance (dBmV) SNR (dB) Modulation ID canal

1	618000000	5	38	256qam	3
2	602000000	5	38	256qam	1
3	610000000	5	38	256qam	2
4	626000000	5	38	256qam	4
5	634000000	4	38	256qam	5
6	642000000	5	38	256qam	6
7	650000000	4	38	256qam	7
8	658000000	5	38	256qam	8
9	666000000	4	38	256qam	9
10	674000000	4	37	256qam	10
11	682000000	3	38	256qam	11
12	690000000	4	38	256qam	12
13	698000000	4	38	256qam	13
14	706000000	4	38	256qam	14
15	714000000	4	38	256qam	15
16	722000000	5	38	256qam	16
17	730000000	5	38	256qam	17
18	738000000	5	38	256qam	18
19	746000000	4	38	256qam	19
20	754000000	4	38	256qam	20
21	826000000	2	37	256qam	29
22	834000000	2	37	256qam	30
23	842000000	2	37	256qam	31
24	850000000	1	37	256qam	32

Canaux agrégés en aval

Canal État verouillé RxMER (dB) Pre RS Errors Post RS Errors

1	Verrouillé	38.605	13752283799	42
2	Verrouillé	38.605	13749241794	26
3	Verrouillé	38.605	13749240625	42
4	Verrouillé	38.605	13749243413	40
5	Verrouillé	38.605	13749241858	23
6	Verrouillé	38.605	13749242309	49
7	Verrouillé	38.605	13749242065	30
8	Verrouillé	38.605	13749242625	36
9	Verrouillé	38.605	13749243778	47
10	Verrouillé	37.356	13749244306	65
11	Verrouillé	38.983	13749242760	61
12	Verrouillé	38.605	13749245974	64
13	Verrouillé	38.605	13749248178	45
14	Verrouillé	38.983	13749248735	50
15	Verrouillé	38.605	13749248307	977
16	Verrouillé	38.983	13749249196	625
17	Verrouillé	38.983	13749244490	38
18	Verrouillé	38.605	13749250807	62
19	Verrouillé	38.605	13749251291	62
20	Verrouillé	38.605	13749243325	55
21	Verrouillé	37.636	13749245047	188
22	Verrouillé	37.356	13749249187	285
23	Verrouillé	37.356	13749251613	401
24	Verrouillé	37.356	13749252210	337

Canaux agrégés en amont

Canal Fréquence (Hz) Puissance (dBmV) Taux de symbole (ksps) Modulation ID canal

1	52000000	42	5.120	64qam	2
2	38400000	42	5.120	64qam	4
3	45200000	42	5.120	64qam	3
4	58800000	42	5.120	64qam	1

Canaux agrégés en amont

Canal Type de canal T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	2.0	0	0	0	0
2	2.0	0	0	1	0
3	2.0	0	0	1	0
4	2.0	0	0	1	0

Thanks for your help!

[tobiastheebe]

Downstream and upstream values are OK and the coax outlet appears to have been updated to a btv 01-SET. Is this the only coax outlet inside the property or does the meter cupboard contain an outlet as well?

Please configure the modem settings as follows:

• DHCP server: set lease time to 86400 (1 day).
• Firewall: disable all options except 'firewall security' (first one) for both IPv4 and IPv6.
• (Optional, if settings above do not resolve issue.) DHCPv6 server: set operation mode to stateless.

[Louisattac]

Thanks for your response.

There is a second coax outlet inside the bedroom, which looks just the same. I didn't try it out tho.

Sidenote: there was originally a splitter on the outlet I use. I removed it because it was even worse before, with a lot of ping strikes.

I read elsewhere that there shouldn't be any PostRS errors, and here I see there's a lot. What does that mean?

Regarding DHCP: it's already on 86400.

Regarding Firewall: done.

There's also someone from the ziggo support that reseted the routeur.

I'm gonna try with these options and give an update whether that works or not. Thanks!

[tobiastheebe]

If another coax outlet is present in the bedroom, the AOP (main outlet) is usually located inside the meter cupboard. Could you post a picture of that? Ziggo recommends connecting the modem to the AOP instead of a secondary outlet.

A splitter is redundant if you are not connecting a TV or set-top box using coax. It will only attenuate the signal unnecessarily. The DS and US values are currently good to excellent, no need to adjust these using the splitter.

Since you are using a Compal modem, the 'Post RS Errors' are correctable errors, instead of the usual uncorrectable errors. They do not need to be 0. The 'Pre RS Errors' are unerrored codewords. These values have been displayed incorrectly ever since this type of modem was released.

[Louisattac]

Ha indeed I found it. Photo attached.

Idk if I am authorized to try and open it tho? Seems pretty locked up. And there's no outlet anywhere.

Thank you for the clarification on post rs errors.

[tobiastheebe]

No, this is not the AOP, it looks like a 230 V splice box. Can you spot a green cable?

[Louisattac · Accepted solution]

Doesn't seem to be anything more than that unfortunately.. and I can't find any green cable either. I've searched the flat back and forth (even searched the residence hall) but this is the only thing visibly looking close to an Internet related thing. I attached the meter cupboard overview photo in any case.

The connection has been pretty stable ever since tho, so if this is too much of a bother, we can drop this!

[tobiastheebe]

According to the writing on the conduit, the bedroom (CAI SLAAPK) is/was directly connected to the living room (INK CAI WOONK), and the living room outlet should be the demarc. The main (drop) cable is not always a green color, but should terminate at the living room outlet. I suspect a loop-through outlet was previously installed in the living room, which has since been replaced by an input-only outlet, disconnecting the bedroom outlet. I am not 100% sure about this, but the modem should be OK at its current location.

Glad to read that the internet connection stability has improved.