onderwerp Re: Packet Loss, Frequent Lost MDD Timeout, Problematic Downstream Channels in Archief

Packet Loss, Frequent Lost MDD Timeout, Problematic Downstream Channels

CucurbitGeorge — Wed, 13 Aug 2025 19:48:53 GMT

As of about Thursday/Friday last week (7th/8th August) my Ziggo connection has become very unreliable. Google Meets or Slack calls for work are frequently dropping out, and online gaming has frequent disconnects and desyncs. It's now not possible to reliably use the internet for working at home. We have had minor packet loss problems with our connection for a long time, but only recently has it gotten very bad. This problem happens over wifi and wired connections.

We have a Connectbox Giga. In the Networklog there are "Lost MDD Timeout" errors very frequently, and in the Downstream tab all of the 3.0 channels >24 are very unreliable. They are often NotLocked, and when they are Locked they often have an RxMER that drops below 34 dBmV. I believe this is the cause of our problem - there is some bad noise on the higher frequency carriers. Upstream looks OK.

The problem seems to happen all day; I haven't noticed a pattern of when it is better or worse.

One difficulty I have is testing it. ping doesn't tend to show the drop-outs, but it's very obvious when in a video call or in game.

An additional problem: the cable TV also frequently drops out or the picture gets corrupted. I put that down to poor internal wiring, but maybe it's related to this internet connectivity problems.

What I've tried:

Power cycling the modem
Reconnecting the green cable
Connecting without the splitter, no TV connected

No luck, the problem persists.

Is there anything I can do? Seems like the quick fix would be to just disable the higher channels on the downstream side. I can't see anything else to try with the internal cabling between the modem and the main connection point. Does it need an engineer visit?

Re: Packet Loss, Frequent Lost MDD Timeout, Problematic Downstream Channels

Bert — Wed, 13 Aug 2025 19:52:21 GMT

Kun je een foto hier plaatsen van de eerste plaats waar Ziggo je woning binnenkomt met eventuele splitters, versterkers, kabels en het modem op de foto?

Re: Packet Loss, Frequent Lost MDD Timeout, Problematic Downstream Channels

tt14111 — Wed, 13 Aug 2025 20:23:56 GMT

My version of Bert's question in English: could you post one or more pictures of the main coax outlet ('AOP') inside the meter cupboard or living room, including any splitter(s) and/or signal amplifier ('versterker')?

The downstream exhibits significant 4G + 5G ingress, which causes continuous lock loss and very low MER on affected channels. When this type of ingress affects a large number of customers in the same neighborhood, a function called masking is sometimes enabled on the CMTS, which instructs modems to lock the lower 24 channels only. Ingress may be caused by damaged/outdated in-home cabling/connectors or a cable fault outside your property.

Digital cable TV (DVB-C) may be affected by DVB-T2 (Digitenne) ingress if "drops out or the picture gets corrupted" occurs on specific channels. However, a new frequency plan is currently being rolled out which minimizes overlap between DVB-C and DVB-T2. See this page for more information: Ziggo zenderwijzigingen | Ziggo Service.

Re: Packet Loss, Frequent Lost MDD Timeout, Problematic Downstream Channels

CucurbitGeorge — Wed, 13 Aug 2025 20:36:11 GMT

Hoi Bert, tobiastheebe! Ik kan een beetje Nederlands schrijven, maar het is een beetje te slecht om over iets technisch te praten. Ik moet oefenen...

I got some photos of the coax. You can see the wall socket which is connected through some conduit down through the floor of the appartment, which at the moment I have connected with a splitter to the modem. The wall socket and the splitter were provided by the Ziggo installation tech a few years ago. I don't think we have any other accessible coax outlet.

We do have a powered amplifier/splitter as well, but this is currently not connected - the installation tech suggested we only use that for the TV and connect the modem directly. I took a photo of that too, but it is not connected to anything at the moment - the coax is disconnected on the other end.

Re: Packet Loss, Frequent Lost MDD Timeout, Problematic Downstream Channels

tt14111 — Wed, 13 Aug 2025 21:00:54 GMT

The coax setup is fully up-to-date, only change I would make is change the POA-01-B + IEC/F green/red modem cable to a POA-550 + F/F red/red cable. The amplifier should indeed only be used for DVB-C. I suggest chatting to customer support to request a technician appointment if the ingress (and unstable internet) persists when the amplifier is disconnected from the splitter or the modem is connected directly to the AOP.

Re: Packet Loss, Frequent Lost MDD Timeout, Problematic Downstream Channels

CucurbitGeorge — Wed, 13 Aug 2025 21:04:21 GMT

I did try connecting the modem directly to the AOP but I was still having problems. I can try without the splitter again tomorrow just in case I've missed something.

The amplifier I've left disconnected since the problems started, because we're not using the TV anyway.

Re: Packet Loss, Frequent Lost MDD Timeout, Problematic Downstream Channels

tt14111 — Wed, 13 Aug 2025 21:10:05 GMT

The modem may be connected to the AOP permanently, in your case this will optimize DS + US power levels. I suggest unplugging the amplifier's power cord as well.

Re: Packet Loss, Frequent Lost MDD Timeout, Problematic Downstream Channels

Shane — Mon, 18 Aug 2025 08:03:59 GMT

Hey @CucurbitGeorge, welcome to the Community!

Have you had the chance to follow through on the advice of @tt14111 yet? Let us know what the outcome is and if you have experienced any issues since then!

Re: Packet Loss, Frequent Lost MDD Timeout, Problematic Downstream Channels

CucurbitGeorge — Mon, 18 Aug 2025 11:19:51 GMT

How all, sorry was traveling this weekend so hadn't responded. I have tried connecting directly to the socket with no splitter and the amplifier powered off but it hasn't changed much, I was still seeing the same logs and instability.

Re: Packet Loss, Frequent Lost MDD Timeout, Problematic Downstream Channels

Jesse — Tue, 19 Aug 2025 15:32:48 GMT

Good afternoon @CucurbitGeorge,

I recommend scheduling a technician to fix this for you. I have checked your connection, and the signal quality is not looking good at all. Our technician should be able to resolve this and ensure your connection becomes stable again.

You can use the link shared by @tt14111 to start a chat with us and schedule an appointment. We would greatly appreciate it if you could keep us updated in this topic to confirm whether all the issues are resolved.