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Disconnections since switching from XS4ALL (KPN)

  • nov. 9, 2023 8:51 p.m. UTC
  • 22 reacties
  • 195 Bekeken

Hello Odido team,

 

I just recently switched from XS4All (now KPN) to Odido.

Regarding the connexion speed - not much to complain about, the upload speed is lower that what I was used to, but the download and ping is good.

My main problem is regarding disconnections. They do not happen a lot (once or twice per day) and last for a few seconds, but they are enough to ruin some of my work / some of the games I play.

I’m writing here since I literally never had a single disconnection when I was using XS4ALL / KPN - and I am using the same hardware, with the only difference being the router of course.

My desktop is directly cabled through Ethernet to your router, and I still have access to the admin console while the disconnection happens.

 


However, I would lose Internet access for around 30 seconds.

The latest disconnection happened today around 21:20 - maybe can you check from a distance?

Odido team - what can we do to get the same quality, disconnection free connection that I had with my previous provider?

Thank you,

Clém

nov. 10, 2023 11:33 a.m. UTC

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.

 

22 reacties

Tommie van Odido
Moderator
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  • Tommie van Odido
  • Moderator | Internet + TV
  • nov. 10, 2023 11:33 a.m. UTC

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.

 

Life is too short to drink bad wine! Mods beantwoorden geen ongevraagde privéberichten.
  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 10, 2023 1:02 p.m. UTC

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.

 

  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 10, 2023 1:03 p.m. UTC

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

  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 10, 2023 1:08 p.m. UTC

 

  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 10, 2023 1:19 p.m. UTC

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

Waqqas
Super User
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  • WaqqasSuper User
  • Odido Superuser
  • nov. 10, 2023 1:37 p.m. UTC

@ClemAlmere

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

Welkom op de Odido community!
  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 10, 2023 1:38 p.m. UTC

 

  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 10, 2023 1:39 p.m. UTC

Looks like we’re back now

 

Moderator
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  • Sven-Odido
  • Odido medewerker
  • nov. 10, 2023 1:42 p.m. UTC

Hi @ClemAlmere, 

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

Niet meer hier.
  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 10, 2023 1:48 p.m. UTC

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.

  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 10, 2023 1:49 p.m. UTC

@Sven-Odido ^

Moderator
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  • Sven-Odido
  • Odido medewerker
  • nov. 10, 2023 1:57 p.m. UTC

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. 

Niet meer hier.
  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 10, 2023 2:28 p.m. UTC

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!

Moderator
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  • Sven-Odido
  • Odido medewerker
  • nov. 10, 2023 2:45 p.m. UTC

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 :) 

Niet meer hier.
  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 10, 2023 2:54 p.m. UTC

@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.

  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 10, 2023 2:55 p.m. UTC

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

@Sven-Odido 

 

 

  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 10, 2023 4:26 p.m. UTC

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

 

 

Waqqas
Super User
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  • WaqqasSuper User
  • Odido Superuser
  • nov. 10, 2023 4:39 p.m. UTC

@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.

Welkom op de Odido community!
  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 12, 2023 10:15 p.m. UTC

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 
 

 

Moderator
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  • Sven-Odido
  • Odido medewerker
  • nov. 13, 2023 12:45 p.m. UTC

Hi @ClemAlmere, 

Good to hear its all stable agian. 

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

Niet meer hier.
  • ClemAlmereis een Master Poster
  • Auteur
  • is een Master Poster
  • nov. 13, 2023 1:15 p.m. UTC

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?

Moderator
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  • Sven-Odido
  • Odido medewerker
  • nov. 13, 2023 6:13 p.m. UTC

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.

Niet meer hier.
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