Very slow and unstable internet

[Sebini]

Hi. I have such a problem. I have a 1000/50 Mbps internet subscription at Ziggo. Unfortunately, its speed is terrible and unstable. Via WiFi, the speed usually ranges from 0.3 Mbps to 10 Mbps. There are moments that for a few minutes during the day, the WiFi speed reaches about 150 Mbps. Pages take a long time to load, videos stutter even at 240p quality, and I can only dream of playing online. When it comes to LAN, the speed varies from 1 Mbps to 700 Mbps. Attached are two photos from the PC test, taken a few minutes apart.
Currently, I don't know if something is wrong with my fault, with the cable, or with the hardware.
Has anyone encountered such a problem and easily solved it?

Regards and thanks for the answer.
I'm also sorry it's in English, but I don't speak Dutch very well.

[tobiastheebe]

Downstream exhibits high CER and low MER on a number of channels due to severe 4G + 5G ingress. Power (DS + US) and MER (other DS channels) levels are very good.

The AOP (btv 01-SET), splitter (POA-254) and F/F cable to the modem are all up-to-date. The splitter's unused TV output does make the coax setup more vulnerable to ingress and should be terminated, however this does not cause the level of ingress exhibited by the downstream data. Improper termination of the main cable within the AOP or insufficient shielding between the AOP and EV (final amplifier) multitap are likely causes. A technician appointment is required for further investigation.

A moderator (Ziggo employee) is able to schedule a technician appointment and will reply to this topic within a couple of days.

[Anne B]

Good morning @Sebini and welcome to the Ziggo Community. Sorry to hear your internet connection is so unstable, sounds really frustrating 😞 @tobiastheebe already did a good analysis. When I check the connection to the modem I see the issue on the signal that causes data to not come through properly most of the time. I did also see it appears that a TP-link router is connected. Be sure do do your speedtests directly on the modem when testing. Not to say the issue is with the TP-link, because I do see the signal issue when checking the modem. 

Since your installation also appears to be correct based on the picture you've shared, I think a mechanic will be the best solution. To discuss the details I will send you a private message shortly. 

[Judith]

Goodmorning @Sebini, your answer was clear though, thank you! Anne indicated that an appointment with a mechanic would be the best way to resolve the problems you are experiencing. Can you agree with that?  I would be happy to schedule an appointment for you in the morning between 08:00 - 13:00 or in the afternoon between 12:00 - 18:00. Please let me know which time period is convenient and which days you are available and I will see if I can schedule an appointment.

[Sebini]

Hey, thanks for your reply. Every day is ok (except Thursday, April 20) after 16:00.

[Rikst]

Hi @Sebini ,

I can not book an appointment specific after 16.00. If you choose for the afternoon option, the mechanic will visit you between 12.00 - 18.00 so it is important you are available the whole afternoon. 

[Sebini]

I will only have this date on April 28th. Unfortunately, I can't afford a day off work right now.

[Jacob]

@Sebini That in itself should not be a problem. So you mean that someone can come by on April 28? And do you have a preference in terms of time?

[Sebini]

Yes, April 28 is a good date for me. Prefers afternoon hours (12-18)

[Lycke · Accepted solution]

I found an evening spot! Tomorrow between 17:00 and 22:00.  I booked it for you immediatly. If the day/time doesnt work out for you, no worries. You can reschedule the appointment with the link you receive in the confirmation. 

Please keep us updated! 

[Sebini]

Great information. It suits me perfectly and thanks for your help.

[Vincent]

@Sebini The technician has visited you and has done several things inside and outside your house. The signal looks good and stable. Does everything works fine and stable after the appointment?

[Sebini]

Yes, everything works as it should now. Thank you for your help.