New Internet Kabel - Router Disconnects - No Internet

[BigFella]

Hello,

I am currently subscribing to Red Internet & Phone Young's 200 Cable and Internet have  been perfectly fine with a few exceptions.

INTERNET LED wants to start flashing red. I've done a power reset, factory reset of the router, and used different cables. It just happens randomly comes back online as if nothing has happened. The internet does not provide a connection, but the internet does not work, it shows as offline.

The overview page shows that DOCSIS is offline.

No IPv4 address is setup

And the DOCSIS status page shows:

Downstream:

Channel ID | Channel Type | Frequency (MHz) | Modulation | Rx. Power (dBmV) | SNR/MER (dB) | Lock Status

33 | OFDM | 167~234 | 256QAM | 0.6 | 35 | YES

0 | OFDM | 0~0 | UNSUPPORTED | 0.0 | 0 | NO

0 | SC-QAM |     | UNKNOWN |                  | NO

Upstream

2 | SC-QAM | 52 | 64QAM | 46.3 | SUCCESS

General Information:

- Router / Modem: Vodafone TG3442DE

- Router firmware version:  AR01.01.117.01_091718_70.PC20.10

- Hardware Version:  7

I'm just looking for some feedback or help because it's getting real annoying with these random disconnects.

[ERFD]

Hello, BigFella,

Please send us your customer number, address and date of birth by private message. We will be happy to take a look at your connection. Write to us here when you have sent the data.

Best regards Fred

[BigFella]

Hello Fred,

I have sent you a private message with the requested information. Thanks!

[ERFD]

Hello, BigFella,

there are a lot of timeouts visible on the modem. This is caused by an error rate in the downstream. This has to be checked by a technician on site. Is the supplied antenna cable connected or is a separate one used?

Best regards Fred

[BigFella]

Hey Fred,

I see, well this is good to know as it’s nice to finally get some thought into why it’s hallenjng, but to answer your question, the Antenna is outside, a cable runs down on the outside into the room to a box that has “TV, SAT, R” on it. Then, out of that box comes another cable that goes to another box a few inches below it which has “TV, DATA, R” on it. So I plugged the router into the bottom box that says DATA on it, I was indecisive on if it should go to the box with SAT or DATA so I picked DATA.

[ERFD]

Hello, BigFella,

is this the original cable or a private cable from the modem to the antenna socket?

Best regards Fred

[BigFella]

Hello Fred,

This is the original cable that came with the router. The one that comes in the box. Is it plugged into the wrong socket? It still happens, and I noticed it happens mostly when i’m doing stuff that requires a lot of downloading such as playing a video game or streaming.

Thanks

[Manu]

Hi BigFella,

no, you have chosen the right socket, no worries.

I don't think the problems are related to certain actions on the Internet. The line itself has problems.

I'll send a technician to check it out on site. The colleagues contact you by phone to make an appointment.

Many greetings, Manu