onderwerp Re: Internet drops out frequently in Archief

Internet drops out frequently

Kameelperd — Wed, 05 Apr 2023 19:40:06 GMT

I work from home so this is a massive annoyance for me.

The internet would work fine for a while, my speeds are excellent, latency stable. I also game online, so I would notice if the internet is unstable, but it isn't. It works perfectly, until it doesn't. All of a sudden, the internet would completely drop out. Interestingly, I think the upstream drops out, while the downstream works fine. For example, when I'm in an online meeting I can still hear them talking, but they can't hear me. This goes on for about 30 seconds until the internet completely drops out. Another interesting thing is that it seems to mostly happen during the day. I have much fewer problems at night.

Sometimes the internet drops out for a couple of seconds, and then it comes back again. Other times the router completely restarts, which can take several minutes for it to come online again.

Recently there've been maintenance in my area. After this, my internet has been noticeably worse, and restarts multiple times a day.

The most consistent error I see is the 'Loss of Synchronization', as you can see in the screenshots attached.

I've read through a bunch of forum posts with people having similar issues. Usually the problem is solved by a monteur coming by, but I've followed all the recommended steps anyway. My router is plugged into the wall with a standard Ziggo cable, no splitter, no extenders. I've attached a photo of the connector box, as it does not seem old. I've also attached photos of my Downstream, Upstream and the log around the time it dropped out or crashed. You can see on the timestamps how close together some of these happened.

Please let me know if there is anything else I can share, as I would really like this resolved as soon as possible.

Edit: Please also give some information about the Upstream/Downstream numbers. In other posts, people only say if it's 'good' or 'bad', but does not really say anything about what those numbers should be. This makes it difficult to compare my own numbers and see if they're good or bad.

Re: Internet drops out frequently

tt14111 — Wed, 05 Apr 2023 20:19:28 GMT

Downstream power is high, too high on a number of channels (> 11 dBmV). CER (noise) is present on all channels, both correctable ('Fouten voor RS') and uncorrectable errors ('Fouten na RS') are increasing rapidly, uncorrectable errors may only occur during scheduled maintenance or know outages. 4G + 5G downlink is present on channels 17-19 (lower MER compared to surrounding channels). Channels with ID 25 and 26 could not be locked (partial bonding) due to the ingress.
Upstream power is low, but still acceptable (> 36 dBmV). All channels have shifted to offset lock frequencies, which may indicate US CER.
The modem should be connected using an attenuator or splitter to optimize power levels, 6 dB of attenuation in both DS and US would be ideal.
A kernel panic has caused the modem firmware to crash on 4/4 at 11:27. RCS partial service = partial bonding (the modem is unable to lock one or more channels). MDD timeout = loss of lock on or more channels. SYNC timing failure = loss of primary channel lock, CID 2 @ 610 MHz in this case. These events are being caused by the DS CER.

Could you post a picture of the AOP (main outlet)?

Re: Internet drops out frequently

Kameelperd — Sun, 09 Apr 2023 09:30:44 GMT

Thank you very much for your response! And thanks also for the detailed explanation!

Excuse my slow response, I was testing some theories. I connected the modem via splitter, and the power levels seem a bit better now. At least the DS is around the 6dB you mentioned.

However... I still get a lot of dropouts, and I can see several "SYNC Timing Synchronization failure" messages if I look. Even more worryingly is the faults (fouten) being extremely high.

"Downstream2Splitter.PNG" and "Downstream2Splitter2.PNG" were taken 2.5 hours apart, with a substantial increase.

Also excuse me for not uploading a picture of my AOP. I took the picture, but it seems I just forgot to upload it. It seems quite new to me. I will upload the picture here. This was before I connected the splitter.

Again, I find it much more stable at night than through the day. This leads me to think it has to be environmental.

Thanks again for the help!

Re: Internet drops out frequently

tt14111 — Sun, 09 Apr 2023 09:35:28 GMT

The AOP (btv 1 IEC-NL) is up-to-date. An EV (final amplifier) problem may cause the high DS CER. Further investigation by a moderator and potentially a technician appointment is required.

A moderator (Ziggo employee) will reply to this topic soon.

Re: Internet drops out frequently

Anne B — Sun, 09 Apr 2023 11:53:00 GMT

Hi @Kameelperd and welcome to the Ziggo Community. Sorry to hear you've got such an unstable internet connection! Looks like you and tobiastheebe have already done a thorough analysis.

When I check your modem I can also see a significant improvement in the signal since the 6th. But I also see 'spikes' on the 8th and 9th (morning) where not all data is coming through properly. I cannot find a clear indication what caused these so I will send you a private message to discuss the visit of a technician.

Re: Internet drops out frequently

Judith — Tue, 11 Apr 2023 09:08:16 GMT

Good morning @Kameelperd I enjoyed my weekend, I hope you did too despite the problems you are experiencing with your internet connection!
You've already done a lot of testing I see, to troubleshoot your internet issues. What a pity that this has not had the desired result. But fortunately we can schedule an appointment with a technician for you. I read that you almost always have time, which is super convenient. So I have immediately scheduled an appointment for you, on Wednesday 12-04-2023 between 08:00 -13:00. If this day or time slot does not suit you then you can reschedule the appointment in your My Ziggo account. You will receive a confirmation of the appointment via e-mail. Will you let us know when our technician has solved the problem?

Re: Internet drops out frequently

Kameelperd — Tue, 11 Apr 2023 09:16:39 GMT

Perfect! I will definitely post an update after the technician has finished.

Thanks all for the help so far!

Re: Internet drops out frequently

Judith — Tue, 11 Apr 2023 09:19:37 GMT

You're welcome @Kameelperd have a nice day 🙂

Re: Internet drops out frequently

Kameelperd — Fri, 28 Apr 2023 12:16:52 GMT

Despite my promises, I completely forgot to post an update. Sorry about that.

The technician arrived exactly at the scheduled time. He could immediately tell that there was a mounting issue on my AOP, which he said explains the faults I saw.

He quickly replaced my AOP and gave me a new modem.

In the weeks afterwards, I have not experienced dropouts like I have before.

Thank you to all involved! Speedy and friendly service all around 🙂

I will mark this comment as the solution.