onderwerp Re: Modem failure: no internet in Archief

Modem failure: no internet

fernandz — Mon, 07 Aug 2023 15:32:00 GMT

Hello,

I am facing issues with Ziggo everyday. It started last week, every time at 22h the internet disconnected. Then yesterday a completely failure. I tried hard reset and it didn't work. But in the end following these steps it worked:

0. disconnect the internet cable

1. reset by the physical button

2. then connect to the modem and factory reset from there

3. then setup the modem again

4. reconnect the cable and wait the connection

it worked, but today at the same time it started working again yesterday, it failed and i can't connect back since 11h.

Here is the log:

01/01/1970 00:08:44 critical No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:04:46 notice LAN login Success;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:08:51 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:07:1 notice LAN login Success;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:41:11 critical No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:40:40 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:25:8 critical No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:24:37 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:09:3 critical No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 02:08:32 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:53:3 critical No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:52:34 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:37:4 critical No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:36:33 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:21:1 critical No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:21:0 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:20:33 critical No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:20:4 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:04:35 critical No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 01:04:6 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:fd:fc:2b;CMTS-MAC=00:17:10:91:fc:02;CM-QOS=1.1;CM-VER=3.0;

It seems it is some maintenance happening around but no idea.

I am using my 4g on the phone to work and that's horrible. Some help please!

Re: Modem failure: no internet

tt14111 — Mon, 07 Aug 2023 15:44:04 GMT

The event log displays a signal outage due to an initial ranging failure (modem cannot establish upstream/outbound connection) which lasted for over 2.5 hours. Resetting the modem (to factory defaults) will not resolve signal problems.

Could you post one or more pictures of the AOP (main outlet in meter cupboard or living room) and cables, plus splitter(s) and signal amplifier, as applicable?

Additionally, could you copy the data displayed on the Downstream and Upstream tabs?

Re: Modem failure: no internet

fernandz — Mon, 07 Aug 2023 16:23:19 GMT

Hi!

I attached the pictures.

I think it lasted for 2.5h just because i reset the modem so prob the log data before the reset was lost.

Re: Modem failure: no internet

tt14111 — Mon, 07 Aug 2023 16:33:57 GMT

Downstream Rx power is too low, it should be above -8 dBmV. Upstream Tx power is much too high, it should be below 51 dBmV, this causes initial ranging to fail. The outlet is outdated and likely an incorrect type ('rijgdoos' i.e. loop-through outlet) which is causing a very high attenuation, usually ~15 dB.

Could you post a picture of the outlet with the cover removed?

The splitter (POA 01-UPC) enclosure may cause problems, could you remove it according to these instructions? Afterwards, reinstall the splitter on the AOP (press firmly) and finally reboot the modem.

Re: Modem failure: no internet

fernandz — Mon, 07 Aug 2023 16:35:25 GMT

Does 5G can cause this issue?

Re: Modem failure: no internet

tt14111 — Mon, 07 Aug 2023 16:39:01 GMT

This problem is not related to 5G, however the current outdated outlet is definitely susceptible to ingress.

As expected, a loop-through outlet was installed, which must be replaced by a btv 01-SET. A technician appointment (free of charge) is required.

A moderator (Ziggo employee) is able to schedule a technician appointment and will reply to this topic shortly. Please verify your address details on this page.

Re: Modem failure: no internet

fernandz — Mon, 07 Aug 2023 16:40:52 GMT

Thank you very much!

Removing the caps from the splitter and also the plug made it connect again

Re: Modem failure: no internet

tt14111 — Mon, 07 Aug 2023 16:54:34 GMT

Glad to read that, however a technician appointment is still required. The modem will remain unstable as long as it is connected to this outlet.

Re: Modem failure: no internet

Cecilia — Tue, 08 Aug 2023 08:16:09 GMT

Hi @fernandz, goodmorning!

I'm sorry to read that you are facing issues with your internet connection. Happily @tt14111 was there to help you with some great advice. I just made an appointment with one of our technicians to fix the outdated outlet. Wednesday 9 August between 17:00-22:00 the technician will visit you.

If you want to change this appointment you can do this in Mijn Ziggo or with the URL in the confirmation about this appointment.

Re: Modem failure: no internet

fernandz — Thu, 10 Aug 2023 11:53:10 GMT

Hi!

The technician fixed the installation but it seems the cable on the street is damaged too.

For now the internet is working.

Re: Modem failure: no internet

Cecilia — Thu, 10 Aug 2023 12:12:07 GMT

@fernandz I'm happy to read that your internet is working now! Unfortunately there is been cable damage. The technician has reported this and this will be fixed soon by the contractor.

Re: Modem failure: no internet

fernandz — Thu, 10 Aug 2023 12:23:15 GMT

Thanks Cecilia! Have a nice day