onderwerp Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds) in Archief

Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

amigos_ — Fri, 10 Nov 2023 10:51:52 GMT

Hi everyone,

I recently updated my modem to the new Sagemcom modem provided by Ziggo, and since then my internet connection wired and wifi drops randomly and lots of packages are being lost making it hard to impossible to watch live steams, play video games or watch youtube.

Some context on the subject:Updated my internet package 1,5 weeks ago from XXL to Elite, I received the new modem, installed it and returned the old one.

Started having issues with the connection and in the meantime 2 technicians came but were unable to solve the issue, as the internet seems to be working, also they didn't want to check the NetworkLogs.

At first I thought it was the internet speed that was not suitable for the infrastructure in the building, however the speedtest was fine 950mb DW, 80mb UP.

Downgraded the package back to XXL in a hope to fix the issue, but it still continues to exist.

I saw in a another community post that someone had an issue with the Timeouts T3 and T4 critical erros, and it was specified that it should happen rarely, in days.
In my case T3 timeouts happen almost every second and T4 timeouts every few minutes.

I don't know if I could get more help form the helpdesk as it seems to be related to the modem or some settings of the modem from my point of view.

I have attached some the network logs, downstream and upsteam Network statuses from this morning.

Please let me know if there are other screenshots/pictures I can take or check, that might help to investigate the issue further.

1. Would it be possible to replace the modem with another Sagemcom version, as this one might have been faulty?
2. Would a factory reset help in this scenario?

Mentions:
- Before I've had the the Arris/Compal and everying worked perfect.
- The only changes I did on Sagemcom modem was to change the password and it automatically imported all the configurations from the previous modem. (* before I didn't have any custom settings in the Arris, just basic wifi password/name change)
- The modem is now connected to the wall coax plug which is the same green wire as the one coming from the building, in between there is TRISZ-DG300 in the cupboard.

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

tt14111 — Fri, 10 Nov 2023 11:54:57 GMT

Current Rx + Tx power and Rx MER levels are good to excellent, however the event log exhibits continuous ranging failures on the OFDMA (D3.1 US) channel. Your previous (ED3.0) modem did not lock this channel, which explains why you are experiencing this problem only since the modem swap. The T2 timeouts on the ATDMA may be related. T1, T2 & T4 timeouts should never occur outside a known outage or scheduled maintenance. Changing the subscription, swapping the modem or resetting the modem to factory defaults will not make any difference to the signal configuration.

The problem may be caused by another customer in the same coax segment causing interference, resulting in bad US MER and/or CER.

The modem is now connected to the wall coax plug

Could you post a picture of this? Is the modem the only device connected using coax? The AOP (TRISZ-DG300) is up-to-date.

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

amigos_ — Fri, 10 Nov 2023 13:28:04 GMT

The modem is the only device connected.

The modem was also moved into the cupboard and I've tried to see if the interferences are in the wires from inside.
But without success, the same network logs the same internet connection drops, so I moved it back into the room.

I have attached the requested pictures.

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

tt14111 — Fri, 10 Nov 2023 13:52:53 GMT

The coax setup is fully up-to-date. The cable to the living room outlet could be connected directly to the AOP using an IEC/F adapter, but this will not resolve the signal problem. The main cable's bend radius is too small.

A moderator (Ziggo employee) is able to determine the next step and will reply to this topic shortly.

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

Marije — Fri, 10 Nov 2023 14:11:26 GMT

Hey @amigos_ , welcome to the Community!

I can imagine it being really frustrating that you keep losing your connection every once in a while. Obviously that's not what you should expect from your connection. I do indeed see what @tt14111 is also saying about the OFDMA, which is all over the place.

To be fair the only thing to really be done is plan another appointment with an engineer. Shall we arrange that?

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

amigos_ — Fri, 10 Nov 2023 14:18:17 GMT

Hi @Marije

Thank you for your fast response, another engineer planning would be perfect, is it possible to do it on this weekend?

@tt14111 About the main cable bend radius, hopefully, I understood correctly, I didn't have an IEC/F adapter, but I used a splitter I've found.
What do you think about it now?

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

tt14111 — Fri, 10 Nov 2023 14:33:44 GMT

The splitter (POA-254) is adding attenuation unnecessarily, the previous setup with the IEC/F cable green/red and F/F adapter is preferable. Furthermore, I recommend reattaching the TRISZ-DG300 to its wall mount and removing the cable clip next to the mount to increase the bend radius. You may also move the wall mount to a higher position.

The TRISZ-DG300 is actually redundant since the btv 01-SET in the living room can act as an AOP (main outlet) as well, both outlets are galvanically isolated.

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

Danitsja — Mon, 13 Nov 2023 08:45:38 GMT

Good morning @amigos_ , sorry we didn't respond sooner, unfortunately we don't work on weekends. I have now scheduled an appointment for you, for next Thursday: Mechanic appointment scheduled for 16-11-2023 08:00 - 13:00.

You can always change the appointment via my Ziggo, if Thursday does not work out. There are still earlier appointments available or later of course. Hopefully this technician will solve the problem. Can you give us an update after the technician has come by? Have a nice day for now!

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

amigos_ — Mon, 13 Nov 2023 09:40:54 GMT

Thank you @Danitsja , I have changed it to Wednesday 15-11-2023.

But as mentioned, I don't think he can fix it from within my house, right? as interferences might come from neighbors or cable down in the building.

Can you transfer all the information we've discussed in this thread to him?

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

Danitsja — Mon, 13 Nov 2023 09:53:53 GMT

I have scheduled a network technician to take a thorough look at it. I also shared information from Tobias in it, so that the technician knows what he is allowed to do. I'm assuming everything will be fine now, but let's wait for the appointment @amigos_ ☺.

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

amigos_ — Wed, 15 Nov 2023 08:55:28 GMT

Good morning,
Updates:
A technician came around 8:15, and the interaction didn't take more than 2-3 minutes, he answered that there was a work in progress in my area and to check that in the Ziggo portal.

The disruption for my area was created on 10-11-2023, the same day I added the post to the community.
He didn't explain more, and I felt like we were playing the cat and mouse game.

I have to work from home and my internet is very unstable at the moment, to wait another 15-20 days for a fix I think is too much, as I have already been in this situation for the past 2 weeks.

I do have some questions:
1. Can you please look at the disruption details and let me know if that will really fix my issue?
2. As we know what is causing the issue can I have temporary until is fixed, a modem with ED3.0?
3. Can the fix be done faster, will that imply a major change in the building?

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

Danitsja — Wed, 15 Nov 2023 09:28:12 GMT

Hey @amigos_,

What a pity to read that the technician did not replace anything, I had clearly indicated on the receipt what the technician was allowed to do. The technician did indicate that you had placed the modem in the living room and his advice was to place it in the meter cupboard. Unfortunately, we have to schedule a technician again because the problem needs to be solved. Do you agree to this?

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

amigos_ — Wed, 15 Nov 2023 09:37:06 GMT

Yes, I agree.
I placed the modem back in the living room because I need access to it by RJ45 cable, I have coax cables in the walls which are very well-maintained. I also can't bring a wire to the cupboard as I need 15-20 meters and I have to keep the doors open + wires hanging in the walk area.
The coax cable in the wall is the same cable type as the one in the cupboard.
I am not owning the property so I can't just change the wall connectivity that easily.

Can you please ask for another technician and can we schedule the appointment for this Friday, please?

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

Danitsja — Wed, 15 Nov 2023 10:03:33 GMT

The modem must be in the meter cupboard, because that is where the signal comes in. If the modem is connected to the second connection, for example in the living room, this is at your own risk and the signal is therefore not optimal and, as you experience, interference.

Because you want it wired, we can send you a set of WiFi boosters. You can then connect the modem in the meter cupboard. You distribute the WiFi boosters throughout the house and connect an Ethernet cable from the WiFi booster.

Should we try this first? I can send you a free set of Deco boosters @amigos_. I have scheduled a technician for next Friday: Monteursafspraak ingepland op 17-11-2023 08:00 - 13:00 uur.

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

amigos_ — Wed, 15 Nov 2023 10:46:02 GMT

Thank you for the technician appointment @Danitsja .

I understood the risk of interferences that could have been caused by second connections, however, when the modem was moved in the meter cupboard last time, I waited 1 day without a wired PC connection and only used the Wifi on Laptops. The internet connection drops were all the same, same error logs and then I decided to put it back as I saw no improvements.
I've lived perfectly fine for the last 4.5 years with the old modem through a second connection, (* I might be wrong as I don't fully understand all the technicalities of the new modem) and I would prefer to continue to use the wired version, I don't think the boosters could help me in this case.

I suggest waiting for the next technician this Friday and seeing from there, I don't want to bother you with the Deco boosters ship/return for now as I am pretty sure that it won't fix the issue today/tomorrow.

Thank you @Danitsja

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

Danitsja — Wed, 15 Nov 2023 12:52:27 GMT

Check! However, I would advise you to connect the modem to it, I can always send you a free set. But let's wait for the technician again first, if the connection is not yet optimal, we can still send a set of Deco WiFi boosters. Will you give us another update on Friday?

Have a lovely day for now! @amigos_

Re: Internet connection drops - Sagemcom T3 and T4 critical errors often (every few seconds)

amigos_ — Fri, 17 Nov 2023 18:00:47 GMT

The network connection was fixed today by a technician and another remote colleague.

Thank you for all the support provided so far, I really appreciate it.

Wish you a wonderful weekend.