Disconnections since switching from XS4ALL (KPN)

Hi @ClemAlmere, welcome to our Community!
Good of you to raise the alarm for this. I immediately went to check for you and re-registered the ONT just to be sure. Could you perform a full powerflip and test the connection again? You do this like this:

Powerflip
1.    Unplug the modem and Media Converter/ONT.
2.    Wait for at least 10 seconds
o First reconnect your Media converter/ONT and let it boot up for 30 seconds. Only then reconnect the modem to the power.
3.    Plug the modem back in and let everything boot up completely
4.    Check if the connection is stable.

Happy to receive feedback on whether the connection is now stable.

Hi Tommie - thank you for your answer.

We have a problem - after your action, we now do not have Internet at all, and the light for Internet is red on the modem.

Can you revert back as soon as possible please?

Thank you.

(I followed your instructions and still Internet is not available)

I'm on the phone with your colleagues - please wait before changing anything else.

@ClemAlmere

I think the re-registration of the ONT went wrong, is the PON light blinking now?

Looks like we’re back now

Hi @ClemAlmere, 

I was able to recover it for you. Can you check if the upload speeds is now also onpar with the download? 

You’re my hero Sven, thank you.

 

Upload went up even though we’re not completely there yet - do you know if the disconnections will stop as well?

Thank you again for your very reactive help.

@Sven-Odido ^

Hi @ClemAlmere, 

De upload looks much better already. I dont think the disconnects are related to. I can make  change to your CPE to see it works better for your. But it requires a reboot of it. Let me know if it is oke to do it now. 

Indeed much better @Sven-Odido !

I’m done with my meeting so I’m happy to try - but just to reemphasize my problem, we’re talking about 30 seconds long disconnections once or twice a day. If you think the change to the CPE can help with this, I’m more than happy to try!

I cant be 100% sure of course, but im 90% ;) . 

I assume you need to reboot the CPE to recover the services?

I applied the change, If it doesn't help then it won't hurt anyways. Lets see how it goes over the weekend :) 

@Sven-Odido I didn’t have to reboot anything, I didn’t get any connection loss - but I just rebooted the CPE and then the router, just to be sure.

Thank you! I’ll monitor and let you know over this thread.

Only downside I see for now is that Upload speed is back down … Oops …

@Sven-Odido 

 

Last update for today - let’s see over the weekend!

 

@ClemAlmere 

A tip is to make the yellow fiber cable between FTU and ONT a bit straighter where it is folded so the signal comes through better.

Not a single disconnection over the week-end - thank you all for your help!

If I want to nickpick - upload is quite down though. Anything we can do, without messing with the stability? @Sven-Odido 
 

Hi @ClemAlmere, 

Good to hear its all stable agian. 

Can you restart the ONT and test the speed again for me. 

Hi again @Sven-Odido ! Thank you for updating us!

My wife is currently working from home so let’s not reset right now again - but here are the results after reset:

 

What do you think?

Hi @ClemAlmere, 

Thats still not looking amazing. For the sake of troubleshooting did you test on the 2.5G or 1G lan port. 

If it was the 1G port, can you test on the 2.5G lan port to see if that one gives a better result.