onderwerp Re: Internet not working - "access denied" in connect box in Internet

Internet not working - "access denied" in connect box

Jotapax — Mon, 23 May 2022 09:00:15 GMT

Good morning,

My internet has worked perfectly until this morning, I can connect to the modem by wifi or cable, but I have no internet access either way. The wifi light is on, but the connection light is blinking. When I access the status of my Connect Box, under "internet" it says "access denied".

Your website does not indicate any problems in my area. I have tried to unplug and restart the modem, but without success. My access point was checked and replaced by a Ziggo technician last summer, and has worked flawlessly until this morning, so I don't think this is the problem; but I attach a photo anyway.

Do you have any idea of what might be happening? Thank you in advance for your help!

PS: this is the information I get from the modem (note the network log dates reset to January 1970):

STATUS


Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	666000000	Scanning
Ranged Upstream Channel (Hz)	Update in progress
Provisioning State	Offline

DOWNSTREAM

Downstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	666000000	-2.2	38	256 qam	9

Downstream bonded channels

Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	0	0

UPSTREAM

Upstream bonded channels

Channel

Frequency (Hz)

Power (dBmV)

Symbol Rate (ksps)

Modulation

Channel ID

Upstream bonded channels

Channel

Channel Type

T1 Timeouts

T2 Timeouts

T3 Timeouts

T4 Timeouts

NETWORK

Network Log

Time	Priority	Description
01/01/1970 00:03:48	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:03:38	notice	LAN login Success;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:59	critical	No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:02:32	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:39:6	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:38:14	critical	No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:37:43	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:36:51	critical	No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:36:47	Warning!	Lost MDD Timeout;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:36:43	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:36:21	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:35:23	critical	No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:34:48	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:33:55	critical	No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:33:27	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:32:33	critical	No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:32:3	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:31:14	critical	No Ranging Response received - T3 time-out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:30:45	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=48:d3:43:1b:41:bb;CMTS-MAC=00:01:5c:76:be:51;CM-QOS=1.1;CM-VER=3.0;

Re: Internet not working - "access denied" in connect box

Bert — Mon, 23 May 2022 09:18:28 GMT

@Jotapax I see:

Ranged Upstream Channel (Hz)

Update in progress

1970 is an indication that the modem had a reset and the right time is not yet received.

How is it now?

Re: Internet not working - "access denied" in connect box

Jotapax — Mon, 23 May 2022 09:28:57 GMT

Still the same. Is it normal for a reset/update to last a few hours?

Re: Internet not working - "access denied" in connect box

Bert — Mon, 23 May 2022 09:38:37 GMT

No absolutely not.

Can you post a picture here of the first place Ziggo enters your house with any splitters, amplifiers and modem in the picture?

Re: Internet not working - "access denied" in connect box

Jotapax — Mon, 23 May 2022 09:41:42 GMT

I put a photo of the access point in the original post (it's in the living room), but I put it here again. I had a splitter, but I removed it and it didn't solve the problem. The access point was replaced by a Ziggo technician last September.

Re: Internet not working - "access denied" in connect box

Bert — Mon, 23 May 2022 09:54:57 GMT

Oops, overlooked.

Perhaps one more thing will help.

Have you held down the rest button on the back for 30 seconds?

If there is no result, then it is Ziggo's turn.

Re: Internet not working - "access denied" in connect box

tt14111 — Mon, 23 May 2022 10:53:29 GMT

The modem is unable to complete initial ranging i.e. establish US connectivity to the CMTS.

A -2.2 dBmV DS power level at AOP is quite low, this should ideally be 4~6 dBmV.

Re: Internet not working - "access denied" in connect box

Jotapax — Mon, 23 May 2022 20:14:36 GMT

Sorry, I only got back now. I tried your suggestion and reset the connectbox; when it was back on, the problem was still there: same channels, messages etc. So, no luck 😞

Can you please refer the problem to Ziggo then? And thanks for the help so far.

Re: Internet not working - "access denied" in connect box

Jotapax — Wed, 25 May 2022 14:30:42 GMT

Hello everyone,

I spoke with someone from Ziggo in the chat. Your comments were very useful, I could provide a lot of information already, which made us reach quickly to a possible solution. Today a technician came here, found that my ConnectBox was faulty (which we already suspected), and replaced it with a new one; the internet seems to be working well enough (and fast enough).

However, I have a question. Maybe something was lost in translation, but I believe that the technician said that the building cable might have problems and that I should keep an eye on it. After it, I went to my ConnectBox and only found one Upstream Channel. Is this normal?

Thank you, also for your previous replies!

Upstream bonded channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	57800000	57	5.120	64qam	7

Upstream bonded channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	2.0	0	0	0	0

Re: Internet not working - "access denied" in connect box

tt14111 — Wed, 25 May 2022 14:35:52 GMT

No, this is most certainly not normal. Since you are in a former UPC area (judging by the carrier frequency of the one locked channel), 6 ATDMA channels must be locked. The modem is currently operating in 'partial bonding' mode. Furthermore, the power level is completely out of spec due to excessive attenuation, this should be ~40 dBmV.

Re: Internet not working - "access denied" in connect box

Jotapax — Wed, 25 May 2022 14:43:48 GMT

Thanks. Indeed, the ConnectBox used to have 6 locked channels. Do you have any ideas of what I can try to correct this? Or is it something for a technician to check?

Re: Internet not working - "access denied" in connect box

tt14111 — Wed, 25 May 2022 14:49:58 GMT

Further investigation by a (network) technician is required, I too suspect a cable fault between AOP ('abonnee overname punt' = main/wall outlet) and EV ('eindversterker' = final amplifier).

Re: Internet not working - "access denied" in connect box

Mariska — Thu, 26 May 2022 11:01:27 GMT

Hi @Jotapax,

I'm sorry you're still experiencing problems! I planned a new apointment on 31st May between 08.00 - 13.00 to fix this. Please let us know how it went. 🙂

Re: Internet not working - "access denied" in connect box

Jotapax — Thu, 26 May 2022 20:50:41 GMT

Thank you, this works for us! I'll post the result here.

Re: Internet not working - "access denied" in connect box

Jotapax — Tue, 31 May 2022 09:59:11 GMT

Update: the network technician came today. The problem was indeed a defective cable outside the building. Maybe it was damaged in the big storm we had just before the problem started. In any case, the defective part was replaced, and I now have 6 upstream channels with power 46-47 dBmV. So, it seems to have worked.

Thanks for your help in pinpointing the problem, it made things go efficiently!

Re: Internet not working - "access denied" in connect box

Jamyla — Tue, 31 May 2022 10:02:12 GMT

Great @Jotapax

thanks for the update and enjoy our services 🙂

Re: Internet not working - "access denied" in connect box

tt14111 — Tue, 31 May 2022 10:23:30 GMT

Glad to read that the cable has been sucessfully repaired. While a required Tx power of 46~47 dBmV does not leave sufficient margin for installing a splitter, it is fine for directly connecting the modem.