onderwerp Re: Following archived topic - unstable connection & Ziggo's tech service quality review bonus in Archief

Following archived topic - unstable connection & Ziggo's tech service quality review bonus

cmiconnet — Wed, 17 Mar 2021 17:29:59 GMT

Hello,

I am following a former topic that I created in October last year. I tried to continue it but I cannot seem to be able to react. Here is the link: https://community.ziggo.nl/t5/Archief/Unstable-internet-connection/m-p/719450#M278568 (I guess it would be easier if you could merge my post with it).

I want to tell you a "little" story.

I posted in October 2020 about an intermittent loss of connection associated with a lot of "No Ranging Response" "Illegal - Dropped INPUT packet" errors. At the time, we had a real hard time locating the main cable. I personally - I admit - did not know where to look and we were unsure what causes my problem besides poor cabling. We thought that the main connection was going through the ground floor building, requiring me to obtain the keys of the person renting the space (but not actually living there, making us do a lot of back and forth).

We are now in March 2021 and I still have these errors but before reaching this point after a long time, here is my little story.

18 December 2020: the first tech comes in with a fairly bad attitude and did not bother checking the cable outlet (I had to insist since this was pointed by the community of this forum). He did fairly cleaned the stripping and left it like this. He quickly searched for the main connector without success and without the key, we could not investigate further. Of course, this did not solve the problem.

6 January 2021: A second tech came in, nicer, he removed the splitters and tried to clean the connector. But still, it didn't solve the situation. I made sure to have the key to the ground floor in case we needed to locate the cable. The tech didn't do it and at this point, we still have no idea where the main box is...

4 February 2021: So another tech came in. A little side bonus: I want to mention the issues I had with the Ziggo portal to rearrange the appointments planned by the community moderator - for an unknown reason every time Ziggo plans something the portal reacts well, and when the customer does it, it fails. The tech replaced the cable going from my living room outlet to the box. This last tech was the only one who set up the diagnose: due to the recent works in our building (a new apartment was created - extending the connection) Ziggo probably installed an extender that didn't do well with our old cables. For him, we had to get the main cable pulled in our place. I had to pay 50€ for this intervention, justified partly by the cable.

15 March 2021: I still make sure I have the key...just in case. The tech came in at 13:58, he was facing the outside box where all the main connectors are. No need to actually go inside the ground floor building. You see where I am going with this right? He tested the main cable and said the main connector was 20meters higher. I asked him if he was about to check our place and indeed, he took pictures of the apartment, explained to me that a contractor will come to pull the cable, and by 14:06 he was gone. 8 minutes tops. He actually had to call me after he left to confirm the line was under my name and check my identity...Though he was very reactive with the next step because I had the contractor come the next day. Maybe because I told him I had problems for 5/6 months and that - for him - it was not normal.

16 March 2021: The contractor came in, checked the installation, thought that it was very strange that we didn't get a green cable, and within 5 minutes, located the main cable that was "hiding" behind a curtain. The main socket was here, 3 meters away from the connector we're using. He started pulling a cable from that connector to go directly to my box. I asked if it would be possible to have the cable go through the wall and meet the connector that was actually 1 meter away from the box but he replied that once these cables are installed there's no way to move them so his solution was the best. Doing so he pulled the main connector socket so hard that he removed some of the walls, I now have a beautiful hole creating a new space for my friends the mice. He dropped the cables above the furniture, not arranging it at all, and left our place without even waiting that the box had completed the sync phase.

And now: the attenuation is better, for sure. I went from -5 / -10 to 9-12. But, I still have the same errors :

It feels like it is indeed more stable but it has been only one day and with these errors always present I am not sure if it will stay stable for a long time.

Bottom line: 6 techs came in to locate the main cable while trying to diagnose the problem. It's only when they realized that maybe it would require a lot of work that they thought of taking the time to search for it. I am very aware that these interventions are under time constraints but, Ziggo, please, think a minute: 1 tech spending an extra 5mn vs deploying 5 persons. Who does benefit from that?

I felt genuinely guilty of missing that connector box but at the same time, I am not sure how much Ziggo and its team rely on their customer to actually locate their infrastructure. Or, should they?

I wanted to share my story, maybe hoping that someone could find a reason for these multiples errors. And also, I will keep this article for my future contact with customer service because I am unhappy with Ziggo. Really unhappy.

Re: Following archived topic - unstable connection & Ziggo's tech service quality review bonus

Bert — Wed, 17 Mar 2021 17:46:26 GMT

This is a customer help customer forum where Ziggo moderators come by tomorrow.

They can look deep into the system and can reach the right people to solve your problem.

Make sure that your zip code and house number are in your Ziggo community profile, they cannot be seen publicly, so the correct information can be obtained immediately.

After clicking on the link below, scroll down on the next page: https://community.ziggo.nl/t5/user/myprofilepage/tab/personal-profile:personal-info

Re: Following archived topic - unstable connection & Ziggo's tech service quality review bonus

Paul — Thu, 18 Mar 2021 16:09:31 GMT

Goodmorning @cmiconnet,

That's quite a story! I am very sorry that thinks went this way and I am just like you shocked by this rollercoaster of events. I understand you are not happy now, given the things that have happened so far.

I noticed that several engineers have visited you to investigate the problem. The last visit was from a contractor who repaired a damaged cable, that's what I find in the last report from the contractor. I am very curious what exactly your findings are concerning our services apart from the error messages that you see in the modem's log. Are you still having disconnects on the internetconnection after the last actions? Are you also able to share some photo's of how the connection was left after the last technician visit? We really want to resolve the problems for you and further investigate why it all turned out this way.

Re: Following archived topic - unstable connection & Ziggo's tech service quality review bonus

cmiconnet — Thu, 18 Mar 2021 15:49:03 GMT

Hello @Paul,

I am not sure what you mean by "my findings concerning the operation of services".

As I suspected, I just had a micro-cut while navigating from my phone (wifi 5Ghz), this time I had the reflex to check the log and I had the "illegal dropped input packet" error in the log.

So to answer your question, yes, the problem is still there.

Please find below the pictures. I noticed the tech didn't even bother replacing the cable guide. It took me 10 seconds. The second picture shows you the job done for the main connector. This is not what I would call quality work (and I'm being nice here).

The cable guide going toward the main connextion.The main connector and the new holes.

Re: Following archived topic - unstable connection & Ziggo's tech service quality review bonus

Paul — Fri, 19 Mar 2021 12:10:22 GMT

Good afternoon @cmiconnet,

I am very sorry that you are not satisfied with the stability of the connection and the way the main connector was left since the last visit from the contractor! I have made an extensive report to the appropriate department of the cases that have been carried out so far and ensure that the correct follow-up actions are taken. I will let you know as soon as I have more information about this.

Re: Following archived topic - unstable connection & Ziggo's tech service quality review bonus

Paul — Fri, 26 Mar 2021 12:39:41 GMT

Hello @cmiconnet,

I've discussed the problem with my colleagues from the network department and we need to plan a new appointment with a networkengineer to resolve the problem for both the signal and for the damage to the main connection. I have planned an appointment on Tuesday the 30th of March 2021 between 08:00 and 13:00 o'clock. In case this appointment doesn't suit you, you are able to reschedule the appointment via My Ziggo > My Details > My Mechanics Appointments. Please let us know what your findings are after the visit from the engineer. Kind regards,

Re: Following archived topic - unstable connection & Ziggo's tech service quality review bonus

cmiconnet — Fri, 26 Mar 2021 15:31:05 GMT

Hello @Paul ,

Thank you for this. I reschedule the appointment to Tuesday, April 1st in the afternoon in the MyZiggo portal. But, as it happened in the past, the system doesn't seem to remember the modification. Would you mind double-checking what you have on your side?

Re: Following archived topic - unstable connection & Ziggo's tech service quality review bonus

Cecilia — Sun, 28 Mar 2021 06:36:43 GMT

I would love to double-check this for you @cmiconnet. The appointment is been rescheduled to Thursday 1 April between 12:00-18:00.