Welcome to our forum @nrls! Is it just the wifi dropping or does the wired connection drop too?

Also, could you check to see which firmware version is installed on your Box 12? You can find more information on how to check in our Box 12 firmware topic. 

Lastly, you've mentioned using Zoom. Does it matter how many devices you use when the connection drops? 

Please let me know here and we`ll see how we can fix this. 

Hi Bram, the modem is in my meterboard and I am connected to it from a single Macbook with wifi, thus I don’t know about the wired connection. But when the problem occurs, wifi connections still keeps alive but only the internet connection not works.

I have firmware SGEJ10000528, I think it is the latest version.

Finally, as I said I am only one in the house and connecting with single computer, so I couldn’t observed it with multiple devices.

Thanks! 

@nrls I think it's wise to see if we can get an engineer to go to your house. However yesterday I saw no problems with the connection.

What I would recommend is to wait for the next day where you have 3 or more disconnects. If this is the case please call 0800-0402. They should be able to send an engineer on the basis of the dropping connections. If not please let me know here on the same day so I can further assist you. 

Hi  @Bram_ , I had 3 disconnect problems in last 24 hours. I tried to call 0800-0402 but it is only working in Dutch I guess (which I cannot speak), so is it possible for you to arrange an engineer to come to my house? Or is there any other channels that I can do it myself?

Thanks!

@nrls I've been able to make a service ticket. This ticket will be picked up tomorrow. We will call you on the number you have provided.

I've made a comment in the ticket that you speak English only. I can not guarantee the person calling you will speak perfect English however. So if possible please see if you can have someone near who will be able to translate. 

Because I`m sure this action will resolve the issue I`m closing the topic. If you have any other questions however you can always ask them here. 

deleted

Hello,

I am having an intermittent internet dropping issue recently. I had a similar one before, and has recently gotten intense again.

You can find the logs of my modem for the last few days below:

Admin: condensed error messages and merged topics

And still going on today:
 

And still going on intensely:

Hi @nrls, welcome back!
I've merged your topic as it's the same issue. Have you spoken to our colleagues at 0800-0402 about this?
They can take a look at your connection and make a ticket or send a technician if that's needed

Hey @Thomas I guess that line is only working in Dutch (which I cannot speak), so is it possible for you to create a ticket for me?

I created a ticket. My colleague will will call you within 3 working days to discuss further actions. Please let me know when you had contact.