Thema "Re: Constant Packet Loss and Loss of Signal" in Störungen im Kabel-Netz

Constant Packet Loss and Loss of Signal

K3rN3lP4N1C — Mon, 10 Jan 2022 14:26:01 GMT

Hi,
So i have a Vodafon Station DOCSIS home gateway and I have problems with my connection every day.
The home gateway is:

Technicolor CGA4233DE
Firmware version: 3.0.41-IMS-KDG

The symptoms are, suddenly the modem lose the signal and sometimes just completely restart. In the status page i checked the line parameters and it seems okay. (Every downstream channel SNR is above 40dB with QAM256 modulation and the rx power is below 5dBmV)

First I tried a factory reset on the device without success, then I changed it to bridge mode and installed a server to manage the router functions. Whit this the modem is not losing the signal, and didnt restart, but sometimes the uplink just hanging. I got a lot of tx error on the server, and when its occurs i cant even ping the default gateway of the connection with no route to host. After a few minute everything working again, but i have this problem every few hours.

My humble guess would be that the root of the problem is the modem itself.
Since i dont really speak german I cannot call the technical hotline, so if a mod can send me a pm i would really appreciate

Thanks

Betreff: Constant Packet Loss and Loss of Signal

FinalFantasy — Mon, 10 Jan 2022 17:48:15 GMT

Almost same problem here:

https://forum.vodafone.de/t5/St%C3%B6rungsmeldungen-Internet-TV/Verbindungsabbr%C3%BCche/td-p/2811015

Same router box, same firmware version, same conclusion: The problem seems to be the box itself.

Re: Constant Packet Loss and Loss of Signal

pRo-Marco — Wed, 12 Jan 2022 08:56:10 GMT

Hi K3rN3lP4N1C,

sorry, that the connection does not work as ist should Let us check the line. Please send me your name, address, day of birth and customer number by PN. Please also let me know here if you have sent the message.

Kind regards

Marco

Re: Constant Packet Loss and Loss of Signal

Tobias — Fri, 14 Jan 2022 15:31:05 GMT

Hey @K3rN3lP4N1C,

there is actually a central problem called "Rückwegstörer" so its basicly a signal problem in our system in your area,- my colleages are already on that, they try to fix it. I created a ticket for you and a also activated the information via SMS for you. Sorry for the problems 😞

Regards

Tobias

Re: Constant Packet Loss and Loss of Signal

K3rN3lP4N1C — Wed, 19 Jan 2022 14:53:57 GMT

Hi, @Tobias

I got an SMS about the problem should be solved, but i still have connection issues approx every 30 minute.

Re: Constant Packet Loss and Loss of Signal

Wallace — Fri, 21 Jan 2022 16:29:35 GMT

Hi K3rN3lP4N1C,

on the downstreams on your connection there is sporadically a very high error rate and a technician has to take a look at this on site. The cause seems to lie in our area of responsibility. In this case the service is free of charge for you. Only if the technician does not meet anyone at the agreed time and does not get access, we charge 99,50 €.

Do you agree with the technician's intervention and can you provide access to the house? What is the best number to call to make an appointment?

Regarding COVID-19: are you in quarantine or are there symptoms in your household that indicate COVID-19?

Regards

Wallace

Re: Constant Packet Loss and Loss of Signal

K3rN3lP4N1C — Mon, 31 Jan 2022 13:18:15 GMT

Hi Wallace sorry for the late reply,

Yes i really would like to a technician check the line.

Now my internet connection just hanging every 10-15 min, so its technically unusable.

I can send my phone number to you in pm, but since i still dont speak german does it make any sense?
Or can you arrange an english call for me?

(Im working from home so basically anytime okay for the technician)

BR,

Richard

Re: Constant Packet Loss and Loss of Signal

Jana478 — Wed, 02 Feb 2022 17:20:39 GMT

Hello K3rN3lP4N1C,

I can also schedule the technician appointment for you. However, we still need a phone number in case the date is changed, so that you are informed.

What time would you prefer, 8-11, 11-14, 14-17 or 17-20?

Please give us the information about Covid-19 and whether your house system/the distribution box is accessible.

Send the information and your number by PN and then get back to us here.

Many greetings

Jana

Re: Constant Packet Loss and Loss of Signal

Jana478 — Wed, 27 Apr 2022 13:42:46 GMT

Hello K3rN3lP4N1C,

You are right, only 1 upstream is shown here. The other modem in the house has the same poor values.

I still need to know if the technician can get to the house system/distribution box and if anyone is in quarantine?

Do you have a German telephone number or mobile phone number? If so, please send it to me by PN and report back briefly here in this post.

Many greetings Jana

Re: Constant Packet Loss and Loss of Signal

K3rN3lP4N1C — Wed, 27 Apr 2022 13:49:35 GMT

Sorry I dont have german phone number only the luxembourgish one that i sent you.
No one is in quarantine in the household (And we are all vaccinated), and yes the technician can enter, the distribution box is in the garage.
Thanks

Re: Constant Packet Loss and Loss of Signal

Jana478 — Wed, 27 Apr 2022 20:04:27 GMT

I have set you an appointment for tomorrow 28.4.22 between 11 am and 2 pm. I have sent you a confirmation by email.

Fingers crossed that it will run better after the technician has been there.

Greetings Jana

Re: Constant Packet Loss and Loss of Signal

K3rN3lP4N1C — Tue, 03 May 2022 19:01:00 GMT

So, the techician was here and he made some measure. He told me, that the problem is not in the house but on the street and they need a permission of the local government to fix the error. He also told me, that they will fix it on monday probably.
Regarding to my monitoring today around 8:20-30 they really did something because after a small disconnection the line was perfect. All the channels were synced, no packet loss and good speed.
But, and sadly there is a but... Around 13:30 suddenly all the traffic went down, the modem lost all the channels. Now i dont have any internet at all

Can you check the progress on the fault ticket? Is it done, or they will continue the work and this is just temporary?

Re: Constant Packet Loss and Loss of Signal

ERFD — Wed, 04 May 2022 11:58:50 GMT

Hello K3rN3lP4N1C,

unfortunately, the colleagues have not updated the order after 30.04. 😞 We can therefore not tell you the current status. The colleagues have changed a component in the street before. Your modem has been online for 4 hours. Usually the colleagues will contact you when they are done. So they can measure again at your connection.

Regards Fred