Hello @Kosta K 

How is your DSL cable connected from your modem to the main line in your fuse box?

Was everything working fine before and have you checked if there are is no problem in the connection to your fuse box?

Hey @Waqqas,

thanks for your response! When T-mobile’s router arrived, I reused the cabling from the previous owners, i.e. a KPN’s patch cord which is terminated with a phone socket from which a short cable runs into the router. Nothing has changed since then and the problems started only about a month ago.

What makes me question if it’s a physical contact issue is that the WAN connection sometimes wouldn’t recover quickly by itself but comes back immediately once I reset power on the router.

Nevertheless, thanks for the suggestion about the line, I found a new phone cable that I guess came with the router and plugged it instead. Will watch the connectivity for a now and update the post with the results.

@Kosta K

Since your DSL cable is plugged in a phone socket, could you try using the original one that was delivered with the modem?

Edit : sorry did not read all, hope it works.

You could try to call the customer support and ask them to check your line.

Hi @Waqqas 

Unfortunately, even with a new DSL cable I still see DSL connection drops during the day:

The other option you suggested, checking the line, should I call T-mobile service asking to check my end of the line?

Hi @Kosta K 

Yeah sure.maybe they could detect a problem, if not maybe they will send someone to check everything and replace the modem if needed.

Here the same thing…. since 24 december same messages in logging. But with me the time between deactivation and activation is much longer (+12 hours).

It happened: 24, 27 and 29 december. Al deactivations around 03:30 and activations around 15:15.

Some nightly cleaning job running which “cleans” a bit to good?

Hey @Kosta K,
 

I've looked into your details. Luckily I couldn't find any problems when I researched your connection. Do you also experience problems when your connected with an Ethernet cable? And which lights (WAN) are turned on and blinking on you router when your internet drops? 

Hi @fakier,

I see that you've experienced some problems with your internet connection at your address. My colleague made sure that an engineer will visit your place to solve this problem. But the appointment has been cancelled. Is everything working now as it should? 

Hi @Piotr,

thanks for your help! I haven’t tried with an Ethernet cable, but the DSL connection seems to go down completely.

Attached you can see a picture during the DSL loss that I’ve just had. LEDs were lit as follows: power is solid green, WAN is blinking green, Internet is off, WiFi is blinking green. This time it didn’t recover on its own: WAN was blinking for some 5-10 minutes after which I power-cycled the router and it came back up normally.

@Kosta K Good morning, hope you’ve had an amazing New Year’s Eve! 

Thank you for your message and patience. Sorry to hear your internet isn't working properly. No worries though, I'll do my utmost to help you as much as possible. Internet is extremely important. You should have a solid connection too! First we check the most important things. - Check which lights are on on the modem. Does WAN or Internet not light up? Then disconnect the modem from the power for 10 seconds by unplugging the power cord. - Is it about WiFi and is the WLAN light not on? Then press the button "WLAN / WPS / Wireless / wifi" until the light comes on. - Are the lights on, but you are not connected? Then connect your computer directly to the modem with an internet cable on port 1 or 2 of the modem. If you have a Zyxel modem, it doesn't matter which port you connect the computer to. Does it still not work after this? Then follow this link: https://thuisservice.t-mobile.nl/internet-en-email/wel-wifi-geen-internet. This allows you to solve common problems. Hope this helps!

Hoi @Jason,

thanks, happy new year to you as well!

“Check which lights are on on the modem”: as I explained in the previous response, when a connection issue occurred last time, the WAN LED was blinking green and the Internet LED was off. It only recovered after power cycling, but then the problem repeated itself soon.

I believe I’ve covered all of the suggestions on https://thuisservice.t-mobile.nl/internet-en-email/wel-wifi-geen-internet: factory reset, connected via both 2.5GHz and 5GHz networks, adjusted the channel to the least busy one, reseated cables. But as it looks, the problem is with DSL connectivity, not exactly WiFi.

Are there any firmware updates that can be applied to the router? Or is a replacement the only option?

@Kosta K Thanks so much for the new year wishes! Alright, what we’re going to do is open a ticket to our technicians. They’ll investigate the matter and offer solutions once they’ve thoroughly tested your connection. Could you tell me if there are any discrepancies regarding your ISRA (main installation point)? 

Oh and would you be so kind as to send me your MAC address (it’s written on the back of your modem) and serial number in a PM: https://community.t-mobile.nl/alles-over-de-community-457/hoe-stuur-ik-een-privebericht-242953. That way our experts will know what to do more precisely. Thanks in advance! 

Hi @Jason,

thanks for helping me. I’ve just sent you a PM with the details about the router.

As far as the line connection goes, there haven’t been any change or issues since we started using T-mobile.

@Kosta K You’re welcome and thanks so much for the info! I’ve forwarded your case to our technicians. They’ll give you feedback and a solution in 3-5 working days at the most. I’m sure it’ll be fixed soon!